Impact 360 for Public Safety Performance Scorecards
Public safety performance scorecards for tracking, analyzing, and improving call handler performance
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Public Safety Performance Challenges
For today’s emergency dispatch facilities, 911/999/112 centers, and other public safety organizations, the stakes are high when it comes to call handling performance. Additionally, the challenges of dealing with frantic callers and urgent situations are often compounded by increasingly tight budgets and limited staff. This makes it all the more difficult — and all the more critical — to understand and improve call handler effectiveness.
Performance scorecards help replace anecdotal and subjective assessments with a holistic, real-world view of call handler performance. They add value to a workforce optimization strategy for improving the efficiency, quality, and cost effectiveness of PSAPs, command & control centers, and emergency communications centers.
Track Performance with Impact 360 Public Safety Scorecards
Verint® Impact 360® for Public Safety Powered by Audiolog™ features easy-to-use scorecards to help track, analyze, and improve call handler performance. They can provide public safety organizations with unprecedented visibility into strengths and weakness at all performance levels — individual, group, or agency wide.
With Impact 360 performance scorecards, public safety organizations can:
- Measure call taker performance to identify strengths and weaknesses.
- Refine performance goals based on data collected.
- Create their own key performance indicators (KPIs).
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Verint Performance Scorecards are part of Impact 360 for Public Safety Powered by Audiolog, a robust portfolio for improving the effectiveness of PSAPs and emergency communications/command & control centers.
KPIs That Reflect Public Safety Objectives and Progress
Impact 360 public safety scorecards provide an at-a-glance view of call handler performance in relation to peer performance, past performance, and the organization’s standards and goals. Scorecards can be tailored to reflect each organization’s operating environment and objectives, with KPIs that are specifically meaningful to the public safety environment.
For example, KPIs might include:
- Speed to entry
- Schedule adherence
- Speed to answer
- Quality assurance score
- Average handle time
- Complaints from public
- Complaints from responders
- Citizen survey results
- Incorrect dispatches (wrong address, wrong information)
- Incorrect resource assignment
eLearning for Aligning Performance and Agency Goals
Fully integrated with the Impact 360 for Public Safety portfolio, these scorecards not only provide a clear view of areas for improvement, but can also trigger delivery of targeted eLearning to align call handler performance with agency goals.
Designed specifically for the challenges facing public safety organizations, Impact 360 performance scorecards help PSAPs, emergency communications centers, and command and control centers enhance performance, increase job satisfaction, and improve employee retention.
No one understands the challenges facing public safety organizations better than Verint. And no one provides a richer portfolio of solutions for increasing situational awareness, improving emergency response, reducing liability, and expediting investigations.
