NG9-1-1 operations will require a far more sophisticated analytics and reporting solution than most PSAPs are using today. Daniel Biagé explains what PSAPs need to look for and why.
Almost every NG9-1-1 system vendor offers some level of analytics and reporting functionality. The key for PSAPs is to choose a solution that provides the features they really can’t live without as they migrate to NG9-1-1 operations. These are the features that PSAPs need to:
- Meet local, state, and national reporting requirements throughout their evolution
- Comply with NENA i3 standards for call tracking and logging
- Streamline operations and increase efficiency to better serve callers
Legacy and Modern Data Formats
Evolution to NG9-1-1 is a gradual process and you must be able to generate reports at every stage of evolution.
That means the analytics and reporting solution must have the flexibility to process data that is in legacy formats, modern formats, and the formats you’re expecting to deal with in the short and long term.
Think about location data. Today, you’re likely still using Automatic Location Information (ALI) and Master Street Address Guide (MSAG) databases that provide data in a simple string. But, NG9-1-1 systems use geographic information system (GIS) databases that break data into standard, named fields. At some point, you may also need to support data in the NENA ALI Query Service (AQS) format or another standard format for ALI data exchange and GIS mapping.
A Lot More Call Detail
To comply with the NENA i3 standard, you’ll need to capture considerably more data about each call than you are today. Make sure the data captured includes:
- Call taker actions, such as answering calls, transferring calls, putting calls on hold, and muting them
- Call times, including start time, transfer time, and end time
- The number of times calls rang at different call taker positions
- Attachments, such as screen captures taken during the call
- ALI from an ALI provider
- Location-to-Service Translation (LoST) protocol data
- HTTP-Enabled Location Delivery (HELD) protocol data
Also make sure the database that stores all of this data can be customized so you can meet information storage and disposal requirements for your jurisdiction.
Real-Time Data Collection and Display
9-1-1 PSAPs operate in real time. The goal is to answer every call in less than 10 seconds. That means you need to monitor incoming call volumes, call types, ring times, call transfers, and answer rates in as close to real time as possible so you can align staffing levels and priorities with what’s happening.
An analytics and reporting solution that tracks call data in real time and presents it visually will allow everyone to focus on keeping performance levels and call efficiency as high as possible.
More to Think About
This is just a very brief description of three of the seven analytics and reporting features you can’t live without. You also need:
- Text-to-911 call tracking and logging
- Flexible report generation
- Security and role-based permissions
- A customizable, fully integrated solution
To learn more about the key features for next-gen analytics and reporting, read our guide:
Next-Gen Analytics and Reporting Capabilities: What to Look for and Why