First launched in 1968, New York City’s 911 system handles more than 11 million calls per year, making it the largest of its kind in the nation. The New York City Police Department (NYPD) and the Fire Department of New York City (FDNY), along with the FDNY Emergency Medical Service operate the system. Coordination between the agencies is handled by the Office of Citywide Emergency Communications (OCEC).
Due to the complex and varied nature of the calls to the City's 911 system, the process of responding to those emergencies involves seven different systems that work together to handle any type of incident that may occur. OCEC partnered with the Mayor's Office of Data Analytics to measure all the time segments involved in responding to an emergency to determine the average response time to all categories of call types. This information allows us to look at how much time each stage of the process takes and find ways the process can be improved to reduce overall response time and maintain a high level of performance during disasters.