What metrics would you use to evaluate Intrado's 911 Call Handling Solution?

Introduction

Evaluating Intrado's 911 Call Handling Solution requires a comprehensive approach to product success metrics. This critical emergency service demands a careful balance of efficiency, reliability, and user experience. I'll follow a structured framework covering core metrics, supporting indicators, and risk factors while considering all key stakeholders.

Step 1

Product Context

Intrado's 911 Call Handling Solution is a mission-critical system designed to manage emergency calls efficiently and accurately. Key stakeholders include:

1. Emergency callers: Seeking immediate assistance in crisis situations
2. 911 operators: Needing to quickly assess and respond to emergencies
3. Emergency responders: Relying on accurate information for rapid deployment
4. Local governments: Responsible for public safety and emergency services

The user flow typically involves:

1. Call initiation: Caller dials 911
2. Call routing: System directs call to nearest PSAP (Public Safety Answering Point)
3. Call handling: Operator receives call, gathers information, and dispatches appropriate services
4. Information relay: Details transmitted to emergency responders
5. Call resolution: Incident closure and data logging

This solution is crucial to Intrado's broader strategy of providing comprehensive public safety communication services. Compared to competitors like Motorola Solutions and Zetron, Intrado often emphasizes its cloud-based architecture and integration capabilities.

In terms of product lifecycle, the 911 Call Handling Solution is in the maturity stage, with ongoing updates to meet evolving regulatory requirements and technological advancements.

Software-specific considerations:

• Platform: Likely a cloud-based solution with on-premises options
• Integration points: CAD systems, GIS databases, telephony systems
• Deployment model: Hybrid cloud with redundancy for high availability