ATCEMS Performance Dashboard > Average 911 Call Processing Interval
Communications Measures

Our response starts as soon as you call 911. A trained medical professional answers every call, makes sure you get the right help to meet your needs, and guides you through caring for the patient until our units arrive to take over.

This dashboard shows how well our Communications Center is meeting community needs. Our three primary performance measures are Average Call Processing Interval, Call Processing Interval Compliance, and Grade of Service. Each measure is described in more detail below. We also present historical data so you can see how we have been performing over time.

We changed how we calculate MPDS Protocol Compliance because of changes in the software that provides that indicator in January 2018.  A new suite of indicators that better measure our performance were implemented at that time.  See the section below for more details.
Average Call Processing Interval

This indicator measures the average amount of time it takes to process 911 calls every month, from the time that a Communications Medic answers to the phone to the time the first units are dispatched. Our goal is to average less than 75 seconds each month.

Why Is This Important?

When customers call 911, they expect to have their phone call answered quickly and have their emergency addressed as soon as possible. In many cases, ATCEMS Communications Medics provide life and limb saving pre-arrival instructions, and are an important link in the chain of survival.

Performance Trends
Note: In May 2017, we changed the way we process some 911 calls.  Our goal was to reduce over use of emergency resources.  These changes affect how we dispatch ambulances to some types of traffic incidents, but did not delay first responders.  We are filtering those incidents out of call processing reporting starting in November 2017 and going back to May 2017.  The reporting change will allow us to continue to accurately show the work of Communications Center personnel on a month-to-month basis.
Call Processing Interval Compliance
This indicator is similar to the previous one, Average Call Processing Interval.  The difference is that this indicator measures our compliance with industry standards of processing calls in 90 seconds or less.  Our goal is to complete call processing within 90 seconds for 90 percent of all 911 calls every month.
This is the indicator that is reported through the City of Austin Performance Measures system.
Why Is This Important?
The first step in the response time continuum is quick and accurate processing of 9-1-1 calls through the Computer Aided Dispatch (CAD) system. This indicator helps us assess our performance and ensure quick dispatch of resources to provide necessary assistance.
Performance Trends
Grade of Service

This indicator measures how quickly ATCEMS Communication Medics answer 911 calls. Our goal is to answer 911 calls within 10 seconds of the first ring 90% of the time.

Why Is This Important?

When customers call 911, they expect to have their phone call answered quickly and have their emergency addressed as soon as possible.

Performance Trends
Medical Priority Dispatch Protocol Compliance

This is the percentage of cases that comply with the Medical Priority Dispatch System (MPDS) standards.

MPDS is an internationally recognized approach to prioritizing incidents and providing instructions to callers so they can assist a patient while EMS crews are responding. A random sample of 911 calls is selected for review every day. These calls are compared to MPDS standards to ensure that ATCEMS consistently provides a high level of service to our community. The overall compliance score is a composite of sub-sections that are scored against these standards.

Why Is This Important?

By gathering important information about an emergency and providing care instructions before EMS crews arrive on scene, ATCEMS Communication Medics become the first in the system’s chain of responders. MPDS compliance is a measure of how well our Communications Medics provide care. This measure is used to monitor the performance of the EMS Communication Center and is required to maintain our accreditation from the International Academies of Emergency Medical Dispatch (IAED).

This Indicator Has Changed
The AQUA software system used to generate this data was upgraded in January 2018; in accordance with evaluation process changes implemented by the IAED, the upgrade removed the overall compliance score we had been reporting through December 2017.  The January 2018 upgrade completed the transition to IAED's new evaluation program, meaning that we can no longer report the indicator we have used over the last 5 years.  In order to maintain continuity of reporting, MPDS Compliance Rate is now calculated by subtracting the new system indicator MPDS Non-Compliance Rate from 100 percent.
MPDS Non-Compliance Rate takes the place of MPDS Compliance Rate as the primary performance indicator used by Communications Center personnel to assess performance in the areas of incident prioritization and prearrival instructions.  More information about the new suite of measures and ATCEMS Communications performance can be found on that page.
Performance Trends
What Do You Think?
We want to make this dashboard more useful to you.  Please take a couple minutes at some point during your visit to complete this brief six question survey. The information we get from it will help us improve this service to you.  Rest assured, all feedback is anonymous.
If you have any other questions, comments, or suggestions, you can contact us at  EMSPerformance@austintexas.gov.
ATCEMS is constantly improving the methods we use to capture and report data. Because of this, the information presented here may vary from reports prepared in the past.