In the world of emergency response, interoperability—effective communication and coordination between various public safety agencies—is a critical requirement. Seamless communication between 911 call centers, fire departments, police, and EMS can save lives, reduce response times, and ensure the safety of both the public and first responders. However, achieving this level of interoperability is easier said than done––especially when call transfers are involved.
Public safety agencies are frequently siloed, operating within separate jurisdictions, each with a uniquely configured call-taking ecosystem tailored to their specific needs, including distinct communication systems, call-handling platforms, and tactical mapping solutions. When a 911 call is received, it’s not always clear which agency should respond, especially if the incident occurs near jurisdictional boundaries or if specialized resources are needed. This can lead to call transfers between emergency communication centers, resulting in unnecessary and costly delays, miscommunication, and potentially life-threatening situations.
To improve interoperability, it is vital to analyze transfer call data to uncover inefficiencies and improve how agencies work together––ultimately enhancing public safety. A key component that can impact the need for transfers is location-based routing, a method that ensures 911 calls are immediately routed to the most appropriate agency, reducing errors and delays.
In this blog post, we'll explore how transfer call data analytics is driving significant improvements in interoperability.
Interoperability ensures agencies can communicate with each other smoothly, share critical information, and coordinate efforts. However, achieving true interoperability requires more than just compatible systems; it requires data-driven insights into how calls are transferred and how agencies can work more efficiently together.
Emergency response agencies collect enormous amounts of data, from the details of individual 911 calls to broader metrics on call data and staffing. Traditionally, this data was often siloed or underutilized, analyzed only after major incidents or for auditing purposes. However, the rise of data analytics platforms has changed the technological landscape by making it possible to analyze and use this data in real-time.
Agencies can now identify patterns, bottlenecks, and inefficiencies they might otherwise miss. For instance, if certain types of calls are consistently transferred between agencies or jurisdictions, this might indicate the need for clearer protocols or better tools for handling those situations.
Data analytics also provides insights into the human aspect of emergency response. Transfer delays or misrouted calls can highlight where additional training is needed or where systems need to be improved. With this information, agencies can make data-driven decisions to improve both their internal operations and their ability to work with other agencies.
Key Metrics in Transfer Call Data Analysis
When analyzing transfer call data, several key metrics can provide valuable insights into the effectiveness of emergency response systems:
By analyzing these metrics, agencies can pinpoint specific areas where they need to make changes to enhance interoperability.
One of the most important advances in improving interoperability is location-based routing. Traditional 911 call-routing systems often rely on static boundaries, such as ZIP codes or jurisdictional lines, which can lead to misrouted calls––especially near boundary areas. However, with real-time location-based routing, calls can be directed to the most appropriate agency based on the caller’s actual location, rather than relying on static maps.
For example, if a caller near a county line experiences an emergency, traditional routing methods might send the call to the wrong county's dispatch center, leading to a call transfer and a delay in response. With accurate location-based routing, that call can be sent directly to the correct agency from the start. Location-based routing can improve call routing accuracy and speed to emergency response since agencies no longer need to waste time figuring out which jurisdiction the call falls under; instead, they can focus on responding to the emergency. This is especially crucial in life-or-death situations, where every second counts.
Real-World Applications of Transfer Call Data Analytics
At the core of this transformation is RapidDeploy's Eclipse Analytics platform, a tool that provides agencies with insights drawn from data such as answer times, call transfer rates, and call time statistics. PSAPs that have adopted platforms like Eclipse Analytics have seen marked improvements in interoperability, thanks to better insights into their transfer call data.
For example, some regions have identified that a significant percentage of calls are being transferred due to unclear or out-of-date PSAP boundaries. By analyzing the transfer data, these agencies were able to update their location-based routing protocols, wireless traffic plans, and/or their PSAP boundaries, reducing the number of transfers and improving response times.
In another case, a jurisdiction discovered that 911 calls were being transferred between a primary and multiple secondary PSAPs, causing delays in response times. These misrouted calls were primarily due to incorrect or out-of-date response boundaries or errors in Emergency Service Number (ESN) tables, which are critical for determining where calls should be directed. By leveraging transfer call data analytics, the jurisdiction was able to pinpoint the root cause of these misroutes. They used this information to update their routing protocols, improve coordination between primary and secondary PSAPs, and ensure that each agency had a clearly defined role in handling specific types of emergencies. This led to a reduction in unnecessary call transfers, streamlined the overall response process, and improved the accuracy of call routing, ultimately leading to faster and more efficient emergency responses.
These examples demonstrate the power of data analytics in uncovering inefficiencies and driving real-world improvements in how agencies work together. Transfer call data provides the insights needed to make informed decisions, leading to better coordination, faster response times, and ultimately, improved public safety.
Improved collaboration between agencies is one of the most significant benefits of analyzing transfer call data. Traditionally, many public safety agencies have operated in silos, with limited data sharing between them. However, as the need for interoperability has grown, so has the importance of data sharing.
By analyzing key metrics such as time-to-transfer, process times, and misrouted calls, agencies can identify inefficiencies and make data-driven decisions. Additionally, transfer call data offers agencies a shared dataset they can use to improve coordination and communication. For example, if one agency sees that a high number of calls are being transferred to a neighboring jurisdiction, they can work together to develop better protocols and communication strategies. Data sharing allows for a more holistic approach to public safety, with agencies working together rather than in isolation.
When both agencies are using the same technology––such as RapidDeploy’s Radius Mapping––this collaboration becomes even more effective. With access to real-time, location-based data, both agencies can visualize incidents on the same map, reducing confusion and allowing for more seamless hand-offs. This enables telecommunicators to transfer calls with greater precision and confidence, as both systems are aligned on the incident’s location and the most appropriate responding units.
The ability to see the same information in real-time empowers agencies to make quicker, more informed decisions, ultimately improving the speed and effectiveness of their response. In addition, insights gained from transfer call data can drive policy changes and standardize procedures across jurisdictions. When all agencies are working from the same data and using similar platforms like Radius Mapping, interoperability becomes much easier to achieve.
Looking to the Future: Data Analytics as a Catalyst for Change
The future of public safety lies in the continued advancement of data analytics and interoperability. As Next Generation 911 (NG911) systems are rolled out across the country, the importance of location-based routing and real-time data sharing will only grow. Emerging technologies, such as machine learning and artificial intelligence, have the potential to further change the way agencies analyze transfer call data, providing even more accurate predictions and insights.
Looking ahead, data analytics platforms like RapidDeploy’s Eclipse Analytics will play an essential role in building fully interoperable, efficient emergency response systems. The insights gained from transfer call data analytics will help agencies improve their response times, reduce errors, and foster better collaboration across jurisdictional lines. Additionally, location-based routing can improve how 911 calls are handled, reducing the need for call transfers and improving response times. As these platforms continue to evolve, so will the level of service they provide to public safety professionals and the communities they serve.
In a world where every second counts, transfer call data analytics may be the key to unlocking a more efficient, interoperable emergency response system. Now is the time for agencies to invest in these technologies and take the next step toward a safer, more connected future.
