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Doug Smith-Lee

Public Safety Communications Centers’ Benchmarking Survey

Doug Smith-Lee

Sep 19, 2022|AEDR 2022 Vol. 10 Issue 2|Original Research

Benchmarking for Public Safety Communication Centers (PSCCs) is relatively new. Recently, professional associations have been working on Key Performance Indicators (KPIs) to identify a number of performance metrics for call taking, dispatching, technology, quality assurance and administration. The goal of developing these KPIs is to provide fundamental metrics which are inherent in all PSCC work. Yet the standardization of PSCCs’ levels performance to these various KPIs is somewhat limited.

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