AUDIT COMMITTEE SUMMARY
January 17, 2017
Audit of 9-1-1 Operations and Response Time Reporting
Report Issued December 21, 2016
Background
In January 1987, the City joined the Bexar Metro 9-1-1 Network District (BM911). BM911 maintains a 9-1-1 emergency communication system that enables citizens in Bexar, Comal, and Guadalupe counties to quickly reach the appropriate Police or Fire Department. BM911 provides the City with computers, software, and support for the 9-1-1 call process. These services are provided at no charge to the City, as BM911 is funded through the 'Texas State 9-1-1 Fee' charged to citizens via phone bills. The monthly fees range from 22 cents for a residential land line to 50 cents for a cellular phone.
The City's 9-1-1 call center is staffed 24 hours a day, 7 days a week to assist the public by taking calls and dispatching emergency services. The call center is staffed with Police and Fire Department personnel who operate independently but are co-located at the same call center facility. In most instances 9-1-1 calls are initially answered and screened by the Police Department call takers. When callers require assistance from the Fire Department, they are transferred to a Fire Department call taker.
Call center personnel are responsible for answering calls quickly, recording information accurately, and dispatching resources effectively. The City's call center received over 1.5 million 9-1-1 emergency calls, and over 1 million non-emergency calls during calendar year 2015 (over 7,000 calls per day on average).
Audit Objectives
* Determine if the City's 9-1-1 call answering process is properly managed.
* Determine if the Police and Fire Departments' response times are accurately calculated and properly reported.
Audit Scope & Methodology
The audit scope was from October 2014 through January 2016. We reviewed City Administrative Directives; Fire Department (SAFD), Police Department (SAPD), and Information Technology Services Department (I...
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