07-12-17 Information and Technology & Health and Public Safety

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Committee Chair Broden followed up, Could someone quantify those IT hours and value for our benefit? Dan O'Connor confirmed he would attempt to create something to that nature and provide it to Committee Chair Broden. Mr. Croymans continued, For 2014 the Abandoned Call Rate was six point two eight percent (6.28%). In both 2015 and 2016, which is when we started the co-location of the 911 Centers,the call rates were roughly the same. In 2015 the rate was seven point two percent(7.2%), and it was seven point two three percent(7.23%) in 2016. I was able to run some statistics for the one (1) unified telephone system. That actually changed the call percentage in the first six months down to three point nine eight percent(3.98%) for the Abandoned Call Rate. Since we went live on the CAD system,the Abandoned Call Rate went up to four point three five percent(4.35%), which I attribute to the learning curve. If we look at the first six (6)months on the new phone system, we are answering ninety percent(90%) of calls within ten(10) seconds. Steve Cox, Chief of the South Bend Fire Department with offices at 1222 S Michigan St, stated, I believe the study that was done by the Office of Innovation talked about the NINA Standard. That standard requires that ninety percent(90%) of calls should be answered within ten(10) seconds and ninety-five percent(95%) should be answered within twenty (20) seconds. In some of the discussions had along the way people were asking for a benchmark statistic for different communities and for different issues. I'm not certain that's able to be achieved because there are so many differences between different communities. There's some amount of nuance that doesn't maybe apply to both communities at the same time. Ms. Villa added, We did look into whether or not there was an industry standard for Abandoned Call Rates and there is none. That is because the standard is the calls would be answered. Mr. Croymans stated, Based on the six (6)months we've been in the new building, we've had 162,000 telephone calls. Only about five hundred(500) phone calls have had to wait over thirty (30) seconds. Every other call has been answered under thirty (30) seconds. The majority were answered within zero (0)to ten(10) seconds, and about 13,000 were answered within eleven (11)to twenty (20) seconds. We have seen some definite improvement thanks to the new technology. It is hard to quantify the Abandoned Calls Rate. An Abandoned Call includes a caller dialing 911 and disconnecting. We call those calls back. We've never had an incident where someone has called 911 and no one showed up. Ms. Villa stated, When I was with South Bend, we did track that number as well. We never had zero (0) but it could have been someone that called and hung up. There is no way to quantify that number for many reasons. We look at times when, for instance, we've had tornados in the area. We had six hundred and seventy-nine (679) 911 calls come in within a twenty(20) minute period while there are only four(4) or five (5) dispatchers to take those calls. It's obvious that everyone is calling on the same thing and you simply cannot get to all of them. Mr. Croymans followed up, What we want to do with additional staffing is facilitate the ability and efficiency of calling that caller back. The 10,000 is reflected on the County side. We have 6