Computer Aided Dispatching (CAD) severity 0 tickets are those tickets in which main CAD functionality is not working. CAD severity 1 tickets are those tickets in which main CAD functionality is working, but important ancillary processes are not working. The CAD system is a critical public safety system which allows for Police and Fire to intake, assess, dispatch and track emergency incidents entered primarily from the 911 phone system. Computer Aided Dispatching speeds information gathering, tracking and dissemination utilizing computer systems, allowing for faster responses from emergency responders. This is the first year capturing the quantifiable data for reporting purposes.

Query extracts from the ITSM (IT Solutions ticket system) database will be ran to extract all severity 0 and severity 1 calls from the database during the time frame. From this - a calculation will be based on the created date and time and the resolution date and time. All tickets being resolved within 1 hour will be marked as a success and all tickets longer than a hour will be listed as a failure. The total number successes divided by the total number of tickets for the time period will provide the percentage to used against the KPI.

Actual = (Number of Resolutions under 1 hour for time period for severity 0 and severity 1 CAD tickets / Number of severity 0 and severity 1 CAD tickets for time period) * 100