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Mr. Richard Fursman April 1, 2005 Page Two . Consolidation offers an opportunity to take a fresh look at how dispatching is done in Ramsey County and create a customer-focused operation that meets the needs of the participating agencies. Cities involved in this venture at the outset will have more influence in shaping the outcomes than cities that join later. "At minimum, the level of service must meet or exceed the expectations established by the 800 MHz Dispatch Workgroup. These include: Calts answered in three rings or less (three rings is 14-18 seconds) 95% of the time. 99% 01 all calls answered in 40 seconds or less. 95% of emergency dispatching at fire concluded within 60 seconds. Emergency dispatch of law enforcement per SOP based upon type of incident. Tfanslers of calls from the PSAP to another agency or PSAP must be "warm" transfers; ie. call taker on phone with caller until connected with the party being translerred to; call transfer will not exceed 30 seconds_ A qualjty assurance program consistent among PSAP's must be in place It should be noted that the average call time in Maplewood is currently at 3. 2 seconds. ':'_ With regard to quality of service, the County Board is committed to providing the resources necessary to meet performance standards established by the Policy Committee. Members of the Policy Committee will be elected officials from communities served by the consolidated PSAP. The Policy Committee will set standards with input from police, fire, EMS and emergency management users. The Committee will then review appropriate statistical performance reports and other measures (such as complaints, feedback from user groups, etc.) to ensure that promised levels of service are achieved and maintained. II should be noted that the standard ot 95% of 911 calls answered in three rings or less used by the Dispatch Work Group may not be consistent with the more commonly accepted industry standard of 90% of 911 calls answered in 10 seconds or less that was used for the staffing study in Attachment C of the PSAP Options Report II will be up to the Policy Con:rmiltee 10 decide which standards to use. We believe the proposed standards for fire paging and "warm transfers" are realistic and achievable. . "There must be the availability to customize service to meet Maplewood's particular needs especially in the area 01 EMS personnel. Occasionatly, Maplewood paramedics respond from their residences and dispatchers must have an intimate knowledge of personfJet and mission to coordinate and handle special circumstances. " Each community has unique dispatching needs, particularly in the areas of fire and EMS dispatching. The key to managing diverse dispatch protocols is a flexible Computer- Aided Dispatch system (CAD). A new CAD system will be implemented when transitioning to the new radio system, and a CAD Request for Proposals is about to be released. One key element in the CAD selection process will be the evaluation of a prospective CAD system's flexibility in dispatch unit recommendation tables. The unit recommendation tables contain the protocols that each individual agency wants followed when a call is dispatched. . d...