2017 System Statistics

The following statistics are for the period  January 1, 2017 to December 31, 2017:

·        Total 9-1-1 Calls Received – 199,324 (down 3,818 or 1.9% from 203,142 in 2016)
·        Total Cellular 9-1-1 Calls Received – 132,392 (approximately 66% of total, down from 67% in 2016)
·        Total Abandoned 9-1-1 Calls – 16,837 (approximately 8% of total, down from 9% in 2016)
·        Average Time to Answer – 00:05 (seconds – remained the same as 2016)
·        Average Call Time – 02:05 (minutes; seconds – was 02:07 in 2016)
·        Total Text-to-9-1-1 Received – 467 (up 2 or 1% from 465 in 2016)

Due primarily to the use of cell phones, the town-by-town statistics do not provide an accurate count of the 9-1-1 calls made in any given town. To get an exact town-by-town count of 9-1-1 calls would require listening to the recordings of tens of thousands of calls to determine their exact location. This is because of the technology used to locate wireless callers. A wireless call is seen by the 9-1-1 system as either a Phase 1 call or a Phase 2 call. In a Phase 1 call, only the location of the cellular tower that received the call is transmitted to the 9-1-1 call-taker. In a Phase 2 call, the cellular system attempts to determine the exact location of the caller, but the accuracy varies.

There are two technologies used to locate a cell phone:

• Global Positioning System (GPS) – requires a GPS circuit in the caller’s phone. A GPS-based system can provide a high degree of accuracy, though it generally requires a clear view of the sky and may fail to work from inside of a building.

• Triangulation – also known as the network method. The call must reach three or more cell towers in order to determine the   location of the caller. This can be an issue in rural areas that do not have robust cell service. The relative lack of cell towers in Vermont contributes to the challenge.

2017 Town-by-Town Statistics

2017 System Statistics