This year, the nation’s PSAPs continue the upgrade to Next Gen, and the public safety community is making great strides. Once the transition has been made, a vital question is on the minds of industry stakeholders. How do you measure the success of your investment in Next Generation 911? 

The upgrade to Next Gen is more than a technology decision. It’s a long-term commitment that will not only improve response times and reliability, but save lives. In this post, we’ll explore various key performance indicators (KPIs) and return on investment (ROI) metrics that matter to PSAPs, and how to track them.

Why Measure Success After You Upgrade PSAP to Next Gen?

With the promise of smarter, faster, and more resilient emergency response systems, PSAPs need data to prove the upgrade is delivering, as well as support efforts to apply for grants. 

Tracking KPIs will help you:

  • Demonstrate operational improvements
  • Identify opportunities for further optimization
  • Secure ongoing funding and support

Critical KPIs for Post-Upgrade PSAPs

Once you upgrade your PSAP to Next Gen, these are some of the most valuable metrics to monitor:

Call-to-Dispatch Time
The time it takes from receiving the emergency call to dispatch is critical. NG911 systems should reduce this interval by streamlining call routing and improving location accuracy.

Location Accuracy
Track the percentage of calls with precise geolocation data, especially for mobile and multimedia calls.

Multimedia Handling Success Rate
Measure how effectively your PSAP manages text messages, images, and video. Note if calls with multimedia elements are resolved faster or more accurately.

System Uptime and Resiliency
Record system availability and any downtime. The upgrade to Next Gen should deliver near 100% uptime with no single point of failure.

Call Transfer and Misroute Rates
Next Gen systems are designed to route calls to the correct PSAP minimizing transfers and misrouted calls. Monitor reductions in these two areas.

Staff Productivity
 Evaluate how new tools impact call-taker efficiency, workload, and satisfaction.

Calculating ROI on Your Upgrade to Next Gen

ROI goes beyond dollars saved. It’s also about value delivered to your team and your community.

Here’s how to review ROI:

  • Initial Costs: Account for technology, training, implementation, and transitional dual-system support.
  • Savings & Efficiency Gains: Fewer misrouted calls, reduced downtime, faster dispatch, lower maintenance costs, and potential reductions in staffing overtime.
  • Avoided Costs: Fewer system failures, mitigated risk of non-compliance penalties, and minimized impacts of disasters on communication systems.

A sample ROI reporting statement could be, “Since upgrading to NG9‑1‑1, our PSAP has reduced misrouted calls by 35%, cut average dispatch times by 20%, and eliminated unplanned system downtime – saving an estimated $X in operational costs per year.”

How Synergem Helps PSAPs Track and Prove Value

Synergem doesn’t stop at delivering your Next Gen system and supporting your transition. Our solutions include built-in analytics, reporting tools, and dashboards that help you monitor performance in real time.

  • SynergemNET™ reporting tools simplify KPI tracking
  • Customizable dashboards visualize your PSAP’s performance
  • Post-upgrade reviews ensure your system continues to meet operational goals

Together, we help your team not only upgrade, but excel.

Ready to Put Data Behind Your Upgrade?

The upgrade to Next Gen is a powerful step forward for your PSAP and your community. Contact Synergem to discuss your PSAPs needs and transition. As our team of experts work with you, let’s make sure your PSAP’s success is measurable and ongoing.