Business Plan - Emergency Services Telecommunications Authority
Business Plan - Emergency Services Telecommunications Authority
Business Plan - Emergency Services Telecommunications Authority
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32 ESTA <strong>Business</strong> <strong>Plan</strong> 2009/10<br />
Appendix A: Service<br />
Standards & Service Fees<br />
Victoria Police<br />
Service Standards<br />
Call Taking<br />
Dispatch<br />
Operational<br />
Communications<br />
Service Fees<br />
Non-exhaustive Summary<br />
Service Standard Target<br />
Call Answer Speed<br />
>=80% in 5 sec<br />
>=95% in 60 sec<br />
Accuracy of Event Location 85% pass rate<br />
Accuracy of General Information 85% pass rate<br />
Accuracy of Event Types 85% pass rate<br />
Adherence to VicPol Structured Calltaking 85% pass rate<br />
Dispatch Speed<br />
Priority 1 Dispatches<br />
Priority 2 Dispatches<br />
Priority 3 Dispatches<br />
>=80% in 160 sec<br />
>=90% in 240 sec<br />
>=80% in 300 sec<br />
>=90% in 715 sec<br />
>=80% in 160 sec<br />
>=90% in 1260 sec<br />
Application of appropriate resource 95% pass rate<br />
Volume of accurately relayed General Event<br />
information<br />
95% pass rate<br />
Effective response to inbound communications<br />
from VicPol resources<br />
95% pass rate<br />
Appropriate level of response to Requests for<br />
advice, assistance, information and resources.<br />
95% pass rate<br />
09/10 Fee Notes<br />
Base CAD Service Fee 21,750,809 Based on 3% increase on 2008/09<br />
MDN Fees 18,178,533 Estimated 2009/10 Fee<br />
MMR Fees 23,508,796<br />
Total 63,438,138 *<br />
Estimated 2009/10 Fee (including<br />
MMR Blackspot funding)<br />
* Based on information available and completed changes and variations at date of preparation
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