• Project Definition
  • Scope of the project
  • Working structure
  • Identify constituents
  • Define partnerships
  • Schedule development
  • Outcome/ end results
• Tailor survey instrument
  • The creation of a survey to ascertain the needed levels of staffing based upon job duties and desired levels of service as these issues have been identified by APCO.
• All background research
• Choice of methodology
• Definition of the sample -- stratified, random sampling
  • Pilot sample group
  • National sample group
• Conduct draft survey of pilot group
• Define collection strategy
• Finalize and implement national survey
• Create a repository for the collected data
• Data collection, cleaning, and analysis, with follow-up telephone contact as necessary
• Report of findings based on survey.

• Analysis of Report of Findings with the Project 40 Steering Committee
• Determine "Best Practices" for retention and maintenance of staffing levels based on survey results
• Create web based resource for call center management -- providing standards utilization for individualized call center needs assessment
• Publish and disseminate primer as a written resource to call center management staff

Phase 3

• Creation and implementation of National Public Safety Communications Center standards.