Performance Measures

Colloquially referred to as the service level SL, this metric is one of the most important within our Primary Safety Answering Point PSAP. Internally, this metric drives our 911 call centers priorities, staffing, and some operational processes. It can be easily argued that there is a direct correlation between our SL and the publics satisfaction regarding emergency services rendered. Moreover, the nationally recognized leader in 911 communications, the National Emergency Number Association NENA establishes a goal of 90 percent for PSAPs, underscoring the national relevance of this metric.