Organization Chart for The Office of Unified Communications

Organization Chart for The Effective as of January 15, 2014 Jennifer Greene Director Greg Evans General Counsel Transcription Sidahmed Elwhalid Information Technology Teddy Kavaleri Chief Information Officer Stephen Matthews Radios and Supporting Infrastructure Executive Assistant Shani Jones Business Development Ingrid Bucksell Emergency Operations Manager Gizele Richards Deputy Director Stephen Williams Chief of Operations Wanda Gattison Public Information Officer Non-Emergency Operations (Vacant) Yvonne McManus Chief Administrative Officer Arnita Bonner-Evans Human Resources Kipling Ross Financial Manager Facilities and Fleet Policy Development/ Training Financial Operations Ashraf El-Khatib Agency Fiscal Officer Kathy Burton Sr. Budget Analyst Assistant Operations Manager (1 filled, 1 vacant) Assistant Watch Commanders (14 filled, 2 vacant) 911 UCTs (78 filled, 7 vacant) Dispatchers (106 filled, 6 vacant) Supervisor (2 filled) Customer Service Representatives (62 filled, 6 vacant)

Question #2 FY2014 Schedule A as January 15, 2014 Prgm Code Vacancy Status Title Name Position Nbr Grade Step Fund Code FTE% Salary Fringe Benefits @27.82% Total Comp. 1010 Filled Administrative Officer Evans,Arnita B 00032221 14 0 0100 1 100,322.00 27,889.52 128,211.52 1010 Filled Program Analyst Ford,Setrena D 00074712 12 5 0100 1 72,367.00 20,118.03 92,485.03 1010 Filled Program Analyst Gay,Gina V 00063296 12 4 0100 1 70,369.00 19,562.58 89,931.58 1010 Filled Staff Assistant Ortega,Beatriz 00032145 11 5 0100 1 58,716.00 16,323.05 75,039.05 1010 Total 4 301,774.00 83,893.17 385,667.17 1087 Filled Asst Watch Commander Rodriguez,Gladys 00018713 12 0 0100 1 74,946.92 20,835.24 95,782.16 1087 Filled Telecomm Equip Operator - Bili Abrha,Nebeyeluel A 00014410 8 6 0100 1 53,292.00 14,815.18 68,107.18 1087 Filled Telecomm Equip Operator - Bili Granados,Fernando A. 00032122 8 6 0100 1 53,292.00 14,815.18 68,107.18 1087 Filled Telecomm Equip Operator - Bili Teos,Jorge S. 00032214 8 6 0100 1 53,292.00 14,815.18 68,107.18 1087 Filled Telecomm Equip Operator - Bili Tobar,Wilson A 00018646 8 6 0100 1 53,292.00 14,815.18 68,107.18 1087 Filled Telecomm Equipment Operator Akinsola,Aladegoke E 00019453 8 9 0100 1 57,624.00 16,019.47 73,643.47 1087 Filled Telecomm Equipment Operator Avalos,Brenda Y 00019368 7 3 0100 1 46,807.00 13,012.35 59,819.35 1087 Filled Telecomm Equipment Operator Espinosa-Rodriguez,Karoline 00032237 7 5 0100 1 49,409.00 13,735.70 63,144.70 1087 Filled Telecomm Equipment Operator Kossekpa,Ulrich 00025348 7 4 0100 1 48,108.00 13,374.02 61,482.02 1087 Filled Telecomm Equipment Operator Lopez,Carmen E 00003626 8 6 0100 1 53,292.00 14,815.18 68,107.18 1087 Filled Telecomm Equipment Operator MURILLO,SEBASTIAN 00000155 7 5 0100 1 49,409.00 13,735.70 63,144.70 1087 Filled Telecomm Equipment Operator Sowah,McMills E 00026160 7 4 0100 1 48,108.00 13,374.02 61,482.02 1087 Vacant Telecomm Equip Operator - Bili 00001800 8 0 0100 1 46,072.00 12,808.02 58,880.02 1087 Total 13 686,943.92 190,970.41 877,914.33 1090 Filled 9-1-1 Coordinator Nelson,Susan P. 00064506 15 0 0100 1 110,756.93 30,790.43 141,547.36 1090 Filled Chief Administrative Officer Mcmanus,Yvonne D. 00077756 15 0 0100 1 123,364.13 34,295.23 157,659.36 1090 Filled Chief of Operations Williams,Stephen 00077343 15 0 0100 1 120,510.00 33,501.78 154,011.78 1090 Filled DEPUTY DIRECTOR Richards,Gizele L 00075491 16 0 0100 1 118,450.00 32,929.10 151,379.10 1090 Filled Director, OUC Greene,Jennifer 00032319 E5 0 0100 1 184,468.88 51,282.35 235,751.23 1090 Filled Management Analyst Brown,Kelly A 00045509 14 5 0100 1 98,893.00 27,492.25 126,385.25 1090 Filled Management Analyst Omekam,Chris C 00009047 13 10 0100 1 95,564.00 26,566.79 122,130.79 1090 Filled Program Analyst Miranda,Macorazon V 00065403 12 4 0100 1 70,369.00 19,562.58 89,931.58 1090 Filled Program Analyst Taylor-Weems,Yolanda 00010471 12 5 0100 1 72,367.00 20,118.03 92,485.03 1090 Filled Program Manager Ross,Kipling 00073737 14 0 0100 1 122,570.00 34,074.46 156,644.46 1090 Filled Public Affairs Specialist Gattison,Wanda D. 00077698 12 5 0100 1 72,367.00 20,118.03 92,485.03 1090 Total 11 1,189,679.94 330,731.02 1,520,410.96 2010 Filled Assistant Operations Manager Washington,Edward K 00013720 13 0 0100 1 79,306.00 22,047.07 101,353.07 2010 Filled Asst Watch Commander Boone,Dione N. 00033673 12 0 0100 1 71,982.89 20,011.24 91,994.13 2010 Filled Asst Watch Commander Campbell,Renee M 00004170 12 0 0100 1 68,962.00 19,171.44 88,133.44 2010 Filled Asst Watch Commander Crews,Lavear P 00006252 12 0 0100 1 74,096.14 20,598.73 94,694.87 2010 Filled Asst Watch Commander Gadsden,Alton T 00046702 12 0 0100 1 75,668.95 21,035.97 96,704.92 2010 Filled Asst Watch Commander Gatlin,Cheryl P 00032123 12 0 0100 1 83,271.38 23,149.44 106,420.82 2010 Filled Asst Watch Commander Hollins,Marlene S 00022344 12 0 0100 1 68,962.00 19,171.44 88,133.44 2010 Filled Asst Watch Commander Johnson,La Quenceyer c 00021171 12 0 0100 1 71,982.58 20,011.16 91,993.74 2010 Filled Asst Watch Commander Lawrence,Calandra T 00006851 12 0 0100 1 70,040.00 19,471.12 89,511.12 2010 Filled Asst Watch Commander Lunsford,Andre D 00074923 12 0 0100 1 71,982.58 20,011.16 91,993.74 2010 Filled Asst Watch Commander Mccoy,Elma D 00017783 12 0 0100 1 72,064.98 20,034.06 92,099.04 2010 Filled Asst Watch Commander Millard,Karl 00005677 12 0 0100 1 72,064.98 20,034.06 92,099.04 2010 Filled Asst Watch Commander Ribbon,LeJuane Denise 00025129 12 1 0100 1 72,064.86 20,034.03 92,098.89 2010 Filled Asst Watch Commander Sullivan,Lajuan N 00002851 12 0 0100 1 71,202.84 19,794.39 90,997.23 2010 Filled Asst Watch Commander Williams Jr.,Calvin V 00023278 12 0 0100 1 72,064.98 20,034.06 92,099.04 2010 Filled Customer Service Rep. Stays,Barbara J 00032212 7 3 0100 0.8 22,939.20 6,377.10 29,316.30 2010 Filled Telecomm Equip Operator - Bili Montero,Marisela J. 00032263 8 6 0100 1 53,292.00 14,815.18 68,107.18 2010 Filled Telecomm Equipment Operator Abdus-Salaam,Jarita L 00031982 7 5 0100 1 49,409.00 13,735.70 63,144.70 2010 Filled Telecomm Equipment Operator Abraham,Erika 00031978 8 6 0100 1 53,292.00 14,815.18 68,107.18 2010 Filled Telecomm Equipment Operator Anderson,Shelby W 00027416 8 10 0100 1 59,068.00 16,420.90 75,488.90 2010 Filled Telecomm Equipment Operator Banks,Jamel A 00022461 7 4 0100 1 48,108.00 13,374.02 61,482.02 2010 Filled Telecomm Equipment Operator Banks,Marcellus A 00014728 8 7 0100 1 54,736.00 15,216.61 69,952.61 2010 Filled Telecomm Equipment Operator Barnes-Garvin,Yvette M 00031979 8 6 0100 1 53,292.00 14,815.18 68,107.18

2010 Filled Telecomm Equipment Operator Benford,Deborah G 00032051 8 6 0100 1 53,292.00 14,815.18 68,107.18 2010 Filled Telecomm Equipment Operator Brawner,Rasheena K 00019132 8 6 0100 1 53,292.00 14,815.18 68,107.18 2010 Filled Telecomm Equipment Operator Brown,Brandon P 00013929 7 5 0100 1 49,409.00 13,735.70 63,144.70 2010 Filled Telecomm Equipment Operator Brown-Carson,Sylvia B 00017501 8 10 0100 1 59,068.00 16,420.90 75,488.90 2010 Filled Telecomm Equipment Operator Burrell,Angela D 00032031 8 6 0100 1 53,292.00 14,815.18 68,107.18 2010 Filled Telecomm Equipment Operator Caldwell,Crystal F 00021097 8 8 0100 1 56,180.00 15,618.04 71,798.04 2010 Filled Telecomm Equipment Operator Cockerham,Carlena L 00027569 8 6 0100 1 53,292.00 14,815.18 68,107.18 2010 Filled Telecomm Equipment Operator Correira,Joanne T 00005933 7 4 0100 1 48,108.00 13,374.02 61,482.02 2010 Filled Telecomm Equipment Operator Darby,Alita B 00025934 8 8 0100 1 56,180.00 15,618.04 71,798.04 2010 Filled Telecomm Equipment Operator Davis,Tamainia D. 00031995 7 5 0100 1 49,409.00 13,735.70 63,144.70 2010 Filled Telecomm Equipment Operator Duke,Karen M. 00032032 8 6 0100 1 53,292.00 14,815.18 68,107.18 2010 Filled Telecomm Equipment Operator Edwards,Jeannie D 00032236 8 6 0100 1 53,292.00 14,815.18 68,107.18 2010 Filled Telecomm Equipment Operator Enoch,Michelle Yvonne 00032049 8 7 0100 1 54,736.00 15,216.61 69,952.61 2010 Filled Telecomm Equipment Operator Faltz,Kristen N 00023729 8 8 0100 1 56,180.00 15,618.04 71,798.04 2010 Filled Telecomm Equipment Operator Freeman,Tyneeka L 00032234 8 6 0100 1 53,292.00 14,815.18 68,107.18 2010 Filled Telecomm Equipment Operator Geter,Yolanda T 00018492 8 7 0100 1 54,736.00 15,216.61 69,952.61 2010 Filled Telecomm Equipment Operator Glasker,Keturah T 00021632 8 6 0100 1 53,292.00 14,815.18 68,107.18 2010 Filled Telecomm Equipment Operator Hall,Frances M 00031980 8 6 0100 1 53,292.00 14,815.18 68,107.18 2010 Filled Telecomm Equipment Operator Harris,Charmaine Nicole 00031998 7 5 0100 1 49,409.00 13,735.70 63,144.70 2010 Filled Telecomm Equipment Operator Harris,Deita 00018141 8 8 0100 1 56,180.00 15,618.04 71,798.04 2010 Filled Telecomm Equipment Operator Henderson,Deonica S 00027141 7 6 0100 1 50,710.00 14,097.38 64,807.38 2010 Filled Telecomm Equipment Operator HENSON-MCGILL,MONICA F 00022400 8 6 0100 1 53,292.00 14,815.18 68,107.18 2010 Filled Telecomm Equipment Operator Howard,Carla M 00005351 8 7 0100 1 54,736.00 15,216.61 69,952.61 2010 Filled Telecomm Equipment Operator Jackson,April D. 00032109 7 5 0100 1 49,409.00 13,735.70 63,144.70 2010 Filled Telecomm Equipment Operator Jackson,Trayshelle V 00032239 8 6 0100 1 53,292.00 14,815.18 68,107.18 2010 Filled Telecomm Equipment Operator Johnson,Valerie N 00005293 8 6 0100 1 53,292.00 14,815.18 68,107.18 2010 Filled Telecomm Equipment Operator Jones,Alexandria A 00006151 8 6 0100 1 53,292.00 14,815.18 68,107.18 2010 Filled Telecomm Equipment Operator Jones,Shannon 00023017 8 7 0100 1 54,736.00 15,216.61 69,952.61 2010 Filled Telecomm Equipment Operator Jones,Sharon L 00026494 8 10 0100 1 59,068.00 16,420.90 75,488.90 2010 Filled Telecomm Equipment Operator King,Marcia K 00032006 8 10 0100 1 59,068.00 16,420.90 75,488.90 2010 Filled Telecomm Equipment Operator Leake,Kandace A 00032233 8 6 0100 1 53,292.00 14,815.18 68,107.18 2010 Filled Telecomm Equipment Operator Lee,Vera D 00017983 8 8 0100 1 56,180.00 15,618.04 71,798.04 2010 Filled Telecomm Equipment Operator Minor,Roland L 00020434 7 3 0100 1 46,807.00 13,012.35 59,819.35 2010 Filled Telecomm Equipment Operator Montgomery,Watashi S. 00016708 7 5 0100 1 49,409.00 13,735.70 63,144.70 2010 Filled Telecomm Equipment Operator Morris,Crystal L 00014792 7 5 0100 1 49,409.00 13,735.70 63,144.70 2010 Filled Telecomm Equipment Operator Morris,Erica L 00022476 8 10 0100 1 59,068.00 16,420.90 75,488.90 2010 Filled Telecomm Equipment Operator Neal Jr.,Hubert V 00017437 8 8 0100 1 56,180.00 15,618.04 71,798.04 2010 Filled Telecomm Equipment Operator Norris,Velda M 00024944 8 7 0100 1 54,736.00 15,216.61 69,952.61 2010 Filled Telecomm Equipment Operator Payne,Linda E. 00018978 8 6 0100 1 53,292.00 14,815.18 68,107.18 2010 Filled Telecomm Equipment Operator Rawlings,Alice M 00027113 8 7 0100 1 54,736.00 15,216.61 69,952.61 2010 Filled Telecomm Equipment Operator Richardson,Sabrina A 00014411 8 8 0100 1 56,180.00 15,618.04 71,798.04 2010 Filled Telecomm Equipment Operator Ross,Evelyn D 00023671 7 3 0100 1 46,807.00 13,012.35 59,819.35 2010 Filled Telecomm Equipment Operator Scott,Asante' H. 00032052 7 5 0100 1 49,409.00 13,735.70 63,144.70 2010 Filled Telecomm Equipment Operator Small,Davia 00026838 8 10 0100 1 59,068.00 16,420.90 75,488.90 2010 Filled Telecomm Equipment Operator Steen,Tamika L 00032241 7 5 0100 1 49,409.00 13,735.70 63,144.70 2010 Filled Telecomm Equipment Operator Tate,Manuel L 00032048 7 5 0100 1 49,409.00 13,735.70 63,144.70 2010 Filled Telecomm Equipment Operator Twyman,Lauren C 00023228 7 4 0100 1 48,108.00 13,374.02 61,482.02 2010 Filled Telecomm Equipment Operator Walker,Phyllis L 00014085 8 10 0100 1 59,068.00 16,420.90 75,488.90 2010 Filled Telecomm Equipment Operator Washington,Angela 00027291 8 7 0100 1 54,736.00 15,216.61 69,952.61 2010 Filled Telecomm Equipment Operator Washington,Anitra H 00032211 8 5 0100 1 51,848.00 14,413.74 66,261.74 2010 Filled Telecomm Equipment Operator Washington,Nikita A 00026789 8 7 0100 1 54,736.00 15,216.61 69,952.61 2010 Filled Telecomm Equipment Operator Watson,Renee L 00022143 8 9 0100 1 57,624.00 16,019.47 73,643.47 2010 Filled Telecomm Equipment Operator Whitfield,Tasyha 00014522 7 5 0100 1 49,409.00 13,735.70 63,144.70 2010 Filled Telecomm Equipment Operator Wilder,Briyana L 00024976 7 3 0100 1 46,807.00 13,012.35 59,819.35 2010 Filled Telecomm Equipment Operator Williams,Angela Maria 00026259 7 5 0100 1 49,409.00 13,735.70 63,144.70 2010 Filled Telecomm Equipment Operator Williams,Clarence J 00032213 8 6 0100 1 53,292.00 14,815.18 68,107.18 2010 Filled Telecomm Equipment Operator Williams,Laveda A 00014683 8 6 0100 1 53,292.00 14,815.18 68,107.18 2010 Filled Telecomm Equipment Operator Young,Tiffani N 00031985 8 6 0100 1 53,292.00 14,815.18 68,107.18 2010 Vacant Asst Watch Commander 00021896 12 0 0100 1 82,754.00 23,005.61 105,759.61

2010 Vacant Telecomm Equipment Operator 00011589 8 0 0100 1 46,072.00 12,808.02 58,880.02 2010 Vacant Telecomm Equipment Operator 00014211 8 0 0100 1 46,072.00 12,808.02 58,880.02 2010 Vacant Telecomm Equipment Operator 00017550 8 0 0100 1 46,072.00 12,808.02 58,880.02 2010 Vacant Telecomm Equipment Operator 00032097 7 0 0100 1 44,205.00 12,288.99 56,493.99 2010 Vacant Telecomm Equipment Operator 00033628 7 1 0100 1 44,205.00 12,288.99 56,493.99 2010 Vacant TELECOMMUNICATIONS EQUIP OPERA 00017028 8 0 0100 1 46,072.00 12,808.02 58,880.02 2010 Vacant Watch Commander 00020275 13 0 0100 1 95,167.00 26,456.43 121,623.43 2010 Total 88.8 5,025,602.36 1,397,117.46 6,422,719.82 2020 Filled Dispatcher Abbey,Ericka J 00027770 10 6 0100 1 63,074.00 17,534.57 80,608.57 2020 Filled Dispatcher Adams,Charmisa L 00014944 10 6 0100 1 63,074.00 17,534.57 80,608.57 2020 Filled Dispatcher Alexander Wingate,Karen D 00017238 11 7 0100 1 69,283.00 19,260.67 88,543.67 2020 Filled Dispatcher Alexander,Denise E 00005506 11 8 0100 1 71,205.00 19,794.99 90,999.99 2020 Filled Dispatcher Allen,Tiana T 00006112 10 5 0100 1 61,319.00 17,046.68 78,365.68 2020 Filled Dispatcher Anderson,Karen 00032014 10 6 0100 1 63,074.00 17,534.57 80,608.57 2020 Filled Dispatcher Beatty,Tracy A 00027478 11 6 0100 1 67,361.00 18,726.36 86,087.36 2020 Filled Dispatcher Bender,Ricky D. 00003243 11 6 0100 1 67,361.00 18,726.36 86,087.36 2020 Filled Dispatcher Bennett,Bianca 00017301 10 6 0100 1 63,074.00 17,534.57 80,608.57 2020 Filled Dispatcher Berry,Gerald 00009686 10 5 0100 1 61,319.00 17,046.68 78,365.68 2020 Filled Dispatcher Bethea,Wanda Y 00022297 10 7 0100 1 64,829.00 18,022.46 82,851.46 2020 Filled Dispatcher Billingsley,Eugene 00012597 10 6 0100 1 63,074.00 17,534.57 80,608.57 2020 Filled Dispatcher Black,Sherry Jean 00018471 11 8 0100 1 71,205.00 19,794.99 90,999.99 2020 Filled Dispatcher Boyd,Jacqueline 00018188 10 6 0100 1 63,074.00 17,534.57 80,608.57 2020 Filled Dispatcher Branch,Katrina L 00022961 11 5 0100 1 65,439.00 18,192.04 83,631.04 2020 Filled Dispatcher Brooks,Brenda A 00022754 11 7 0100 1 69,283.00 19,260.67 88,543.67 2020 Filled Dispatcher Brown,Crystal L 00023182 11 6 0100 1 67,361.00 18,726.36 86,087.36 2020 Filled Dispatcher Brown,Eric P 00007357 11 6 0100 1 67,361.00 18,726.36 86,087.36 2020 Filled Dispatcher Brown,Sharane H 00018117 11 7 0100 1 69,283.00 19,260.67 88,543.67 2020 Filled Dispatcher Carr,Jacqueline 00021981 10 6 0100 1 63,074.00 17,534.57 80,608.57 2020 Filled Dispatcher Carruth,Wendy M 00026920 10 5 0100 1 61,319.00 17,046.68 78,365.68 2020 Filled Dispatcher Carter,Nicole 00022980 10 6 0100 1 63,074.00 17,534.57 80,608.57 2020 Filled Dispatcher Champion Bey,Taheyyer 00014767 11 6 0100 1 67,361.00 18,726.36 86,087.36 2020 Filled Dispatcher Covington,Latrice R 00005299 11 6 0100 1 67,361.00 18,726.36 86,087.36 2020 Filled Dispatcher Creamer,Tammie N 00031989 11 6 0100 1 67,361.00 18,726.36 86,087.36 2020 Filled Dispatcher Daniels,Cynthia A 00009807 10 6 0100 1 63,074.00 17,534.57 80,608.57 2020 Filled Dispatcher Davis,Carolyn E 00024875 11 8 0100 1 71,205.00 19,794.99 90,999.99 2020 Filled Dispatcher Davis,Charlotte A 00026971 11 7 0100 1 69,283.00 19,260.67 88,543.67 2020 Filled Dispatcher Davis,Larvenia A 00014138 10 6 0100 1 63,074.00 17,534.57 80,608.57 2020 Filled Dispatcher Dayne,Melissa 00014298 10 6 0100 1 63,074.00 17,534.57 80,608.57 2020 Filled Dispatcher Fana,Aurelina 00001893 10 6 0100 1 63,074.00 17,534.57 80,608.57 2020 Filled Dispatcher Fuller,Tiffany K 00027260 10 4 0100 1 59,564.00 16,558.79 76,122.79 2020 Filled Dispatcher Gaston,Kendel 00018947 10 5 0100 1 61,319.00 17,046.68 78,365.68 2020 Filled Dispatcher Glenn,Michael C 00026984 11 6 0100 1 67,361.00 18,726.36 86,087.36 2020 Filled Dispatcher Grant,Gloria D 00010726 11 8 0100 1 71,205.00 19,794.99 90,999.99 2020 Filled Dispatcher Greene,Evonne D 00004610 11 8 0100 1 71,205.00 19,794.99 90,999.99 2020 Filled Dispatcher Hall,Joyce M 00013371 11 6 0100 1 67,361.00 18,726.36 86,087.36 2020 Filled Dispatcher Hall,JuWanna M 00017533 11 7 0100 1 69,283.00 19,260.67 88,543.67 2020 Filled Dispatcher Henson,Donnett V 00018195 10 6 0100 1 63,074.00 17,534.57 80,608.57 2020 Filled Dispatcher Hernandez,Nury M 00015077 10 6 0100 1 63,074.00 17,534.57 80,608.57 2020 Filled Dispatcher Herndon,Delisa L 00014259 10 6 0100 1 63,074.00 17,534.57 80,608.57 2020 Filled Dispatcher Higgs,Raquel 00014040 10 6 0100 1 63,074.00 17,534.57 80,608.57 2020 Filled Dispatcher Holley,Lenora E 00026783 10 6 0100 1 63,074.00 17,534.57 80,608.57 2020 Filled Dispatcher Jenkins,Kelly 00023795 11 6 0100 1 67,361.00 18,726.36 86,087.36 2020 Filled Dispatcher Johnson Stewart,Veronica A 00026738 11 8 0100 1 71,205.00 19,794.99 90,999.99 2020 Filled Dispatcher Johnson,Cheri L 00004835 11 6 0100 1 67,361.00 18,726.36 86,087.36 2020 Filled Dispatcher Johnson,Lauren M 00023512 10 6 0100 1 63,074.00 17,534.57 80,608.57 2020 Filled Dispatcher Johnson,Stewart H 00020804 11 7 0100 1 69,283.00 19,260.67 88,543.67 2020 Filled Dispatcher Jones,Keena Y 00023230 11 7 0100 1 69,283.00 19,260.67 88,543.67 2020 Filled Dispatcher King,Kevin M 00025925 11 7 0100 1 69,283.00 19,260.67 88,543.67 2020 Filled Dispatcher Knox,Debbie Ann 00036698 10 9 0100 1 68,339.00 18,998.24 87,337.24

2020 Filled Dispatcher Lewis Wingate,Victoria M 00023028 11 6 0100 1 67,361.00 18,726.36 86,087.36 2020 Filled Dispatcher Lewis,Bridget M 00021054 11 5 0100 1 65,439.00 18,192.04 83,631.04 2020 Filled Dispatcher Little,Cynthia T 00022863 11 6 0100 1 67,361.00 18,726.36 86,087.36 2020 Filled Dispatcher Marable,Michael M 00022757 11 6 0100 1 67,361.00 18,726.36 86,087.36 2020 Filled Dispatcher Mays,Keisha A 00024649 10 5 0100 1 61,319.00 17,046.68 78,365.68 2020 Filled Dispatcher Mccullough Collins,Shondel 00027023 10 6 0100 1 63,074.00 17,534.57 80,608.57 2020 Filled Dispatcher Millard,Ava O 00026953 11 6 0100 1 67,361.00 18,726.36 86,087.36 2020 Filled Dispatcher Miller,Alfreda E 00032019 10 6 0100 1 63,074.00 17,534.57 80,608.57 2020 Filled Dispatcher Mills,Darlene F 00018570 11 8 0100 1 71,205.00 19,794.99 90,999.99 2020 Filled Dispatcher Morgan,Sharon Y 00017704 10 6 0100 1 63,074.00 17,534.57 80,608.57 2020 Filled Dispatcher Morris,Carolyn M 00025840 11 7 0100 1 69,283.00 19,260.67 88,543.67 2020 Filled Dispatcher Muse,Rosyland W 00017061 11 5 0100 1 65,439.00 18,192.04 83,631.04 2020 Filled Dispatcher Nazario,Sylvia Yvette 00027648 11 7 0100 1 69,283.00 19,260.67 88,543.67 2020 Filled Dispatcher Poole,Lora A 00018346 11 6 0100 1 67,361.00 18,726.36 86,087.36 2020 Filled Dispatcher Proctor,Mary J 00019308 10 10 0100 1 70,094.00 19,486.13 89,580.13 2020 Filled Dispatcher Ramsey,Christa J 00017203 10 6 0100 1 63,074.00 17,534.57 80,608.57 2020 Filled Dispatcher Ransome,Tisa R 00022501 11 6 0100 1 67,361.00 18,726.36 86,087.36 2020 Filled Dispatcher Reid,Lynda D 00025316 11 7 0100 1 69,283.00 19,260.67 88,543.67 2020 Filled Dispatcher Reid,Nichole M 00022338 11 6 0100 1 67,361.00 18,726.36 86,087.36 2020 Filled Dispatcher Rice Robinson,Gayle E 00018273 11 6 0100 1 67,361.00 18,726.36 86,087.36 2020 Filled Dispatcher Richardson,Anthony F 00022576 10 7 0100 1 64,829.00 18,022.46 82,851.46 2020 Filled Dispatcher Ross,Danielle L 00011543 10 7 0100 1 64,829.00 18,022.46 82,851.46 2020 Filled Dispatcher Sanders,Gloria G 00017052 11 7 0100 1 69,283.00 19,260.67 88,543.67 2020 Filled Dispatcher Sanders,Verlean 00017051 11 6 0100 1 67,361.00 18,726.36 86,087.36 2020 Filled Dispatcher Sanford,Virginia G 00012153 10 6 0100 1 63,074.00 17,534.57 80,608.57 2020 Filled Dispatcher Saunders,Rossie M 00022847 11 6 0100 1 67,361.00 18,726.36 86,087.36 2020 Filled Dispatcher Scott,Robin R 00018783 11 5 0100 1 65,439.00 18,192.04 83,631.04 2020 Filled Dispatcher Scruggs,Janie L 00021987 10 7 0100 1 64,829.00 18,022.46 82,851.46 2020 Filled Dispatcher Serpas,Dominga D 00019348 11 7 0100 1 69,283.00 19,260.67 88,543.67 2020 Filled Dispatcher Shields,Michele D 00018290 11 6 0100 1 67,361.00 18,726.36 86,087.36 2020 Filled Dispatcher Simms,Swayne 00023248 11 6 0100 1 67,361.00 18,726.36 86,087.36 2020 Filled Dispatcher Stover,Bertha A 00004326 11 7 0100 1 69,283.00 19,260.67 88,543.67 2020 Filled Dispatcher Tasker,Teresa L 00018439 10 7 0100 1 64,829.00 18,022.46 82,851.46 2020 Filled Dispatcher Taylor,Andrea D 00025851 11 6 0100 1 67,361.00 18,726.36 86,087.36 2020 Filled Dispatcher TEFERA,NEBEYOU T 00007009 10 4 0100 1 59,564.00 16,558.79 76,122.79 2020 Filled Dispatcher Thompson,Shirayne M 00007120 11 6 0100 1 67,361.00 18,726.36 86,087.36 2020 Filled Dispatcher Thurston,Michelle 00017971 11 7 0100 1 69,283.00 19,260.67 88,543.67 2020 Filled Dispatcher Townsend,Shauntze D 00015061 10 6 0100 1 63,074.00 17,534.57 80,608.57 2020 Filled Dispatcher Trent,Iris 00022322 10 6 0100 1 63,074.00 17,534.57 80,608.57 2020 Filled Dispatcher Tucker Jr.,Morris 00032053 10 6 0100 1 63,074.00 17,534.57 80,608.57 2020 Filled Dispatcher Turner,Jennifer M 00032242 10 6 0100 1 63,074.00 17,534.57 80,608.57 2020 Filled Dispatcher Tyson,Theodosia T 00017690 10 7 0100 1 64,829.00 18,022.46 82,851.46 2020 Filled Dispatcher Urquhart,Kimberly 00014556 10 6 0100 1 63,074.00 17,534.57 80,608.57 2020 Filled Dispatcher Vargas,Celia 00008119 11 7 0100 1 69,283.00 19,260.67 88,543.67 2020 Filled Dispatcher Velasco,Ana M 00007934 11 6 0100 1 67,361.00 18,726.36 86,087.36 2020 Filled Dispatcher VO,HongTu T. 00025850 10 4 0100 1 59,564.00 16,558.79 76,122.79 2020 Filled Dispatcher Walston,Deborah M 00013958 11 6 0100 1 67,361.00 18,726.36 86,087.36 2020 Filled Dispatcher White,Jacqueline E 00032085 11 6 0100 1 67,361.00 18,726.36 86,087.36 2020 Filled Dispatcher Williams,Devon L 00032016 10 3 0100 1 57,809.00 16,070.90 73,879.90 2020 Filled Dispatcher Williams,Michelle P 00032025 11 7 0100 1 69,283.00 19,260.67 88,543.67 2020 Filled Dispatcher Williams,Tracey P 00019135 11 6 0100 1 67,361.00 18,726.36 86,087.36 2020 Filled Dispatcher Williams,Vivian 00025666 10 6 0100 1 63,074.00 17,534.57 80,608.57 2020 Filled Dispatcher Wise,Raynise L 00032054 10 6 0100 1 63,074.00 17,534.57 80,608.57 2020 Filled Dispatcher Wright,Ladonna M 00027062 10 6 0100 1 63,074.00 17,534.57 80,608.57 2020 Filled OPERATIONS MGR Bucksell,Ingrid N 00069788 14 0 0100 1 91,201.00 25,353.88 116,554.88 2020 Vacant Assistant Operations Manager 00073296 13 0 0100 1 95,167.00 26,456.43 121,623.43 2020 Vacant Dispatcher 00006011 11 0 0100 1 57,751.00 16,054.78 73,805.78 2020 Vacant Dispatcher 00013925 11 0 0100 1 57,751.00 16,054.78 73,805.78 2020 Vacant Dispatcher 00016320 11 0 0100 1 57,751.00 16,054.78 73,805.78

2020 Vacant Dispatcher 00027729 10 0 0100 1 54,299.00 15,095.12 69,394.12 2020 Vacant Dispatcher 00032015 10 1 0100 1 54,299.00 15,095.12 69,394.12 2020 Vacant Dispatcher 00032017 10 0 0100 1 54,299.00 15,095.12 69,394.12 2020 Total 113 7,439,786.00 2,068,260.51 9,508,046.51 3020 Filled 311 Operations Team Leader Curley,Phyllis 00047377 9 6 0100 1 54,167.00 15,058.43 69,225.43 3020 Filled 311 Operations Team Leader Drumming,Lillian J 00047378 9 5 0100 1 52,675.00 14,643.65 67,318.65 3020 Filled 311 Operations Team Leader Lawson,Darlene 00031984 9 5 0100 1 52,675.00 14,643.65 67,318.65 3020 Filled 311 Operations Team Leader Pierce,Linda D 00002187 9 10 0100 1 60,135.00 16,717.53 76,852.53 3020 Filled 311 Operations Team Leader Zackery,Shadonna M 00031983 9 5 0100 1 52,675.00 14,643.65 67,318.65 3020 Filled Call Center Operations Supervi Hines,Erick Daniel 00011801 12 0 0100 1 68,961.59 19,171.32 88,132.91 3020 Filled Call Center Operations Supervi Morgan,Mary L 00007411 12 0 0100 1 70,246.00 19,528.39 89,774.39 3020 Filled Customer Service Rep. Starks,Barbara J 00045518 6 3 0100 1 37,325.00 10,376.35 47,701.35 3020 Filled Customer Service Rep. Atkinson,Lisa R 00073315 6 9 0100 1 44,621.00 12,404.64 57,025.64 3020 Filled Customer Service Rep. Best,Laverne 00050958 6 5 0100 1 39,757.00 11,052.45 50,809.45 3020 Filled Customer Service Rep. Brown,Bessel R 00073679 6 1 0700 1 34,893.00 9,700.25 44,593.25 3020 Filled Customer Service Rep. Cade,Patricia L. 00032058 7 4 0100 1 42,695.00 11,869.21 54,564.21 3020 Filled Customer Service Rep. Carr,Doreen Y 00077736 8 10 0100 1 54,637.00 15,189.09 69,826.09 3020 Filled Customer Service Rep. Carr,Shannon 00073682 6 1 0700 1 34,893.00 9,700.25 44,593.25 3020 Filled Customer Service Rep. Cato,Adrienne 00002950 7 9 0100 1 49,410.00 13,735.98 63,145.98 3020 Filled Customer Service Rep. Chambers,Domonique C 00070725 6 3 0100 1 37,325.00 10,376.35 47,701.35 3020 Filled Customer Service Rep. Darby,Jessica A 00051081 6 4 0100 1 38,541.00 10,714.40 49,255.40 3020 Filled Customer Service Rep. Davis,Janet L 00001009 8 10 0100 1 54,637.00 15,189.09 69,826.09 3020 Filled Customer Service Rep. Dolmo,Diana B 00073318 6 10 0100 1 45,837.00 12,742.69 58,579.69 3020 Filled Customer Service Rep. DULITSKAYA,MARIAM 00077738 8 10 0100 1 54,637.00 15,189.09 69,826.09 3020 Filled Customer Service Rep. Epps,Nancy L 00009169 7 9 0100 1 49,410.00 13,735.98 63,145.98 3020 Filled Customer Service Rep. Fogg,Dion A. 00073022 6 5 0100 1 39,757.00 11,052.45 50,809.45 3020 Filled Customer Service Rep. Green,Thearl R 00050959 6 5 0100 1 39,757.00 11,052.45 50,809.45 3020 Filled Customer Service Rep. Hailstorks,Amanda T 00051082 6 4 0100 1 38,541.00 10,714.40 49,255.40 3020 Filled Customer Service Rep. Hailstorks,India A 00051114 6 4 0100 1 38,541.00 10,714.40 49,255.40 3020 Filled Customer Service Rep. Holloman,Crystal 00019387 6 4 0100 1 38,541.00 10,714.40 49,255.40 3020 Filled Customer Service Rep. Ifill,Raquel 00016753 6 2 0100 1 36,109.00 10,038.30 46,147.30 3020 Filled Customer Service Rep. Jefferson,Kimberly L 00047372 6 4 0100 1 38,541.00 10,714.40 49,255.40 3020 Filled Customer Service Rep. Jones,Sabrina F 00032068 6 6 0100 1 40,973.00 11,390.49 52,363.49 3020 Filled Customer Service Rep. Jones,Valerie L 00073320 6 4 0100 1 38,541.00 10,714.40 49,255.40 3020 Filled Customer Service Rep. Lee,Jungja K 00077740 8 10 0100 1 54,637.00 15,189.09 69,826.09 3020 Filled Customer Service Rep. MAGRI,ANTHONY 00021559 7 6 0100 1 45,381.00 12,615.92 57,996.92 3020 Filled Customer Service Rep. Maichew,Melaku M 00073314 6 5 0100 1 39,757.00 11,052.45 50,809.45 3020 Filled Customer Service Rep. Marrow,Vanessa O 00073021 7 7 0100 1 46,724.00 12,989.27 59,713.27 3020 Filled Customer Service Rep. Marshall,Zarnita L 00073685 6 1 0700 1 34,893.00 9,700.25 44,593.25 3020 Filled Customer Service Rep. Mccracken,Shavon 00023887 8 10 0100 1 54,637.00 15,189.09 69,826.09 3020 Filled Customer Service Rep. Nevels,Cynthia 00047370 6 2 0100 1 36,109.00 10,038.30 46,147.30 3020 Filled Customer Service Rep. Parris,Khalilah B. 00014268 6 6 0100 1 40,973.00 11,390.49 52,363.49 3020 Filled Customer Service Rep. Parris,Norberto R 00077741 8 10 0100 1 54,637.00 15,189.09 69,826.09 3020 Filled Customer Service Rep. Perkins,Angie Marie 00073578 6 3 0100 1 37,325.00 10,376.35 47,701.35 3020 Filled Customer Service Rep. Peters,Doretha 00012941 8 9 0100 1 53,284.00 14,812.95 68,096.95 3020 Filled Customer Service Rep. Pittman-Brice,Sharron M 00045523 7 4 0100 1 42,695.00 11,869.21 54,564.21 3020 Filled Customer Service Rep. POPE,NICOLE R 00073317 6 9 0100 1 44,621.00 12,404.64 57,025.64 3020 Filled Customer Service Rep. Priestley,Rodney L. 00073687 6 1 0700 1 34,893.00 9,700.25 44,593.25 3020 Filled Customer Service Rep. Reid,Craig A 00004970 7 7 0100 1 46,724.00 12,989.27 59,713.27 3020 Filled Customer Service Rep. Sarwar,Spozmai 00077743 8 10 0100 1 54,637.00 15,189.09 69,826.09 3020 Filled Customer Service Rep. Sasagawa Coleman,Sumie 00003707 7 9 0100 1 49,410.00 13,735.98 63,145.98 3020 Filled Customer Service Rep. Schanck,Catina V. 00073023 6 8 0100 1 43,405.00 12,066.59 55,471.59 3020 Filled Customer Service Rep. Scott,Tamica M 00008524 6 5 0100 1 39,757.00 11,052.45 50,809.45 3020 Filled Customer Service Rep. Srage,Fetum Shumi 00001839 6 4 0100 1 38,541.00 10,714.40 49,255.40 3020 Filled Customer Service Rep. Troublefield,Shelita 00046844 6 4 0100 1 38,541.00 10,714.40 49,255.40 3020 Filled Customer Service Rep. WALKER JR,MARCELLUS C. 00047374 7 5 0100 1 44,038.00 12,242.56 56,280.56 3020 Filled Customer Service Rep. Waller,Tanya A 00073319 7 4 0100 1 42,695.00 11,869.21 54,564.21 3020 Filled Customer Service Rep. Washington,Janice Marie 00047375 7 4 0100 1 42,695.00 11,869.21 54,564.21 3020 Filled Customer Service Rep. Watson,Ikeisha S 00051149 6 4 0100 1 38,541.00 10,714.40 49,255.40

3020 Filled Customer Service Rep. White,Cheo K 00071834 6 1 0100 0.5 17,446.50 4,850.13 22,296.63 3020 Filled Customer Service Rep. Williams,Cynthia R 00026651 7 7 0100 1 46,724.00 12,989.27 59,713.27 3020 Filled Customer Service Rep. Williams,Ebony A 00047416 6 4 0100 1 38,541.00 10,714.40 49,255.40 3020 Filled Customer Service Rep. Williams,Lynn R 00032069 6 2 0100 1 36,109.00 10,038.30 46,147.30 3020 Filled Customer Service Rep. Woody,Gerald L 00073316 6 8 0100 1 43,405.00 12,066.59 55,471.59 3020 Filled Customer Service Rep. Worthy,Benita L 00073681 6 1 0700 1 34,893.00 9,700.25 44,593.25 3020 Filled Customer Service Rep. Zanelli,Juan-Martin C. 00023180 6 6 0100 1 40,973.00 11,390.49 52,363.49 3020 Filled Customer Service Specialist Chavarria Guzman,Nancy 00047417 9 5 0100 1 52,675.00 14,643.65 67,318.65 3020 Filled Customer Service Specialist Cureton,Mary A 00047376 9 6 0100 1 54,167.00 15,058.43 69,225.43 3020 Filled Customer Service Specialist Hawkins,Akime E 00047413 9 5 0100 1 52,675.00 14,643.65 67,318.65 3020 Filled Customer Service Specialist McNeill,Toye R 00047414 9 5 0100 1 52,675.00 14,643.65 67,318.65 3020 Filled Customer Service Specialist Roberts,James 00046843 9 5 0100 1 52,675.00 14,643.65 67,318.65 3020 Filled Customer Service Specialist Wash III,John 00047415 9 6 0100 1 54,167.00 15,058.43 69,225.43 3020 Vacant Customer Ser Rep 00025880 6 0 0100 1 34,893.00 9,700.25 44,593.25 3020 Vacant Customer Ser Rep 00073297 6 0 0100 1 34,893.00 9,700.25 44,593.25 3020 Vacant Customer Ser Rep 00073683 6 0 0700 1 34,893.00 9,700.25 44,593.25 3020 Vacant Customer Service Rep. 00019226 7 1 0100 1 38,666.00 10,749.15 49,415.15 3020 Vacant Customer Service Rep. 00050955 6 0 0100 1 34,893.00 9,700.25 44,593.25 3020 Vacant Customer Service Specialist 00047412 9 0 0100 1 46,707.00 12,984.55 59,691.55 3020 Total 73.5 3,281,074.09 912,138.60 4,193,212.69 4020 Filled Electronics Engineer Igbedior,Felix N 00024204 14 5 0100 1 98,893.00 27,492.25 126,385.25 4020 Filled Electronics Engineer Ramlogan,Timothy S 00010284 12 8 0100 1 78,361.00 21,784.36 100,145.36 4020 Filled Electronics Engineer Wilson,Clyde O 00003977 12 10 0100 1 82,357.00 22,895.25 105,252.25 4020 Filled Electronics Technician Pearson,Karl A 00077755 11 8 0100 1 68,934.00 19,163.65 88,097.65 4020 Filled Electronics Technician Tefera,Melaku 00048786 11 4 0100 1 61,698.00 17,152.04 78,850.04 4020 Filled Electronics Technician West,Donald A 00020955 11 9 0100 1 70,743.00 19,666.55 90,409.55 4020 Filled Electronics Technician Williams,James T 00024253 11 8 0100 1 68,934.00 19,163.65 88,097.65 4020 Filled Supervisory Electronics Engine Matthews,Stephen D 00048846 13 0 0100 1 79,305.88 22,047.03 101,352.91 4020 Filled Telecommunications Manager Sidahmed,Elwalid H 00031981 15 0 0100 1 110,078.16 30,601.73 140,679.89 4020 Total 9 719,304.04 199,966.52 919,270.56 4030 Filled Chief Info Tech Officer Kavaleri,Teodros 00025334 16 0 0100 1 131,722.58 36,618.88 168,341.46 4030 Filled Information Technology Specialist Belt,David P 00051454 12 5 0100 1 72,367.00 20,118.03 92,485.03 4030 Filled Information Technology Specialist Fisseha,Dagnachew 00051037 12 6 0100 1 74,365.00 20,673.47 95,038.47 4030 Filled Information Technology Specialist Flores,Basil M. 00003004 12 10 0100 1 82,357.00 22,895.25 105,252.25 4030 Filled Information Technology Specialist Jackson,Michael P 00073581 11 3 0100 1 55,370.00 15,392.86 70,762.86 4030 Filled Information Technology Specialist Jones,Gelinda Delast 00050929 12 7 0100 1 76,363.00 21,228.91 97,591.91 4030 Filled Management Analyst Brown,Yasmin N 00051148 12 10 0100 1 82,357.00 22,895.25 105,252.25 4030 Filled Program Analyst Dreher,Colleen V 00051431 12 5 0100 1 72,367.00 20,118.03 92,485.03 4030 Filled Program Manager Jones,Shani N 00073623 14 0 0100 1 92,046.98 25,589.06 117,636.04 4030 Total 9 739,315.56 205,529.73 944,845.29 5010 Filled Program Analyst Stutson,Denise E 00045510 13 6 0100 1 86,056.00 23,923.57 109,979.57 5010 Filled Telecomm Transcriptionist Awash,Zerihun Z 00032005 5 7 0100 1 38,070.00 10,583.46 48,653.46 5010 Filled Telecomm Transcriptionist Danson,Santo G 00032008 5 5 0100 1 35,878.00 9,974.08 45,852.08 5010 Filled Telecomm Transcriptionist Ford,Robin M 00032009 5 6 0100 1 44,102.00 12,260.36 56,362.36 5010 Filled Telecomm Transcriptionist Foreman,Katrina Y 00032007 5 6 0100 1 44,102.00 12,260.36 56,362.36 5010 Filled Telecomm Transcriptionist Shelton Jr.,Jesse 00032011 5 6 0100 1 44,102.00 12,260.36 56,362.36 5010 Total 6 292,310.00 81,262.18 373,572.18 110F Filled AGENCY FISCAL OFFICER El Khatib,Ashraf 00051008 15 4 0100 1 117,328.00 32,617.18 149,945.18 110F Total 1 117,328.00 32,617.18 149,945.18 Grand Total 328.3 19,793,117.91 5,502,486.78 25,295,604.69

FY 2013 PERFORMANCE PLAN The MISSION The mission of the (OUC) is to provide a fast, professional, and cost-effective response to 911 calls for public safety and 311 calls for city services in the District of Columbia. The OUC also provides centralized, District-wide coordination and management of public safety voice radio technology and other public safety wireless and data communication systems and resources. SUMMARY OF SERVICES The 911 Operations Division develops and enforces policy directives and standards regarding public safety communications. The 311 Operations Division processes city service requests and handles telephone reporting of specific crimes. The Technology Operations Division operates and maintains public safety voice radio technology and oversees all land and mobile radio systems tied to the response network. The Transcriptions Division provides audio transcribing for the District of Columbia Metropolitan Police Department (DCMPD), the District of Columbia Fire and Emergency Services (DCFEMS) and the 311 Operations Division. Agency Management administers programs supporting the call center and public safety communications. In addition, Agency Management oversees the employee performance management system, new employee training and in-service training for OUC personnel. PERFORMANCE PLAN DIVISIONS 911 Operations Division 311 Operations Division Technology Operations Division Transcription Division Agency Management AGENCY WORKLOAD MEASURES Measures Total number of inbound 911 calls Total number of inbound 311 calls Total number of service requests entered into CSR by 311 call takers FY 2010 Actual FY 2011 Actual FY 2012 YTD 1,357,928 1,431,952 1,428,429 1,669,542 1,854,201 1,531,818 420,845 355,530 317,331 FY 2013 Performance Plan Government of the District of Columbia Revised [Edit] March 2013 1

911 Operations Division SUMMARY OF SERVICES The 911 Operations Division receives and processes 911 calls accurately and efficiently. Police and fire incidents are created through Computer Aided Dispatch (CAD) and transferred to DCFEMS and/or DCMPD, as well as additional agencies in the National Capitol Region (NCR), by voice transmission and computer to computer aided dispatch. Emergency Operations personnel receive ongoing training and updates through the agency s Training Unit. OBJECTIVE 1: Resource realignment to promote efficient, professional and cost effective responses to 911 calls(including One City Action Plan Action 3.1.6). INITIATIVE 1.1: Utilize workforce management tools to schedule and monitor employee productivity. The agency will employ use of a workforce management application for 911 and 311 operation employees scheduling, which will move this function from paper-based to electronic, improving overall resource allocation. Completion Date: October, 2012. Will allow the agency to use call volume stats to analyze current staffing models to determine optimal future scheduling based on past performance and other data; Will allow management to pinpoint areas of concern, including specific individuals or trends around schedule adherence; Will enable more accurate forecasting of staffing needs for planned and special events, with the capacity to predict requirements for like events; Will enable integration with Peoplesoft so staff can make requests for schedule changes and swaps; and Will enable management to review schedule changes and provide the appropriate determination based on Service Level Agreements. INITIATIVE 1.2: Analyze historical performance data and trends to adjust operations shift model. To ensure the most appropriate model adjustment, the following activities will be performed: Use empirical data to ensure that staffing levels meet predicted increases in the demand for 911 services; Utilize Call Management Systems (CMS) software to track call availability data to analyze overall responsiveness to 911 calls; and Utilize workforce management reports to identify resource needs and the best staffing and shift model for peak performance. Completion Date: March, 2013. INITIATIVE 1.3: Hold employees accountable for performance based on results of issues identified in FY12 through the individual performance planning process. FY 2013 Performance Plan Government of the District of Columbia Revised [Edit] March 2013 2

In FY12, each supervisor and manager was trained to use the evaluation tools necessary to provide fair and individual assessments of employee performance. Each employee of the OUC was then provided with their individual performance plan and, in FY13, will be held accountable for performance. Supervisors and managers will be responsible for pinpointing areas of improvement for each employee under their supervision and for taking the appropriate action to support the remediation those issues, through training or other actions where necessary. Completion Date: September, 2013. INITIATIVE 1.4: Market the availability of Smart911 in the District to support efforts to provide enhanced and more efficient dispatching (including One City Action Plan Action 3.1.6). In FY12, the OUC officially launched the Smart911 initiative. With Smart911, citizens can create a free safety profile for their household providing critical, lifesaving data to 9-1-1 in the event of an emergency call. First responders will have access to vital information like floor plans, medical conditions and more before they arrive at a scene. In FY13, the OUC plans to continue its collaboration with OCTO, using the Digital Inclusion Mobile Tech Lab, Connect DC, to pursue community outreach efforts at various citywide events. The OUC will also continue its major citywide media advertising campaign to drive constituents to register for this free service. WTOP, Channel 9, Metro, OCT, and several print mediums have been designated as the platforms for this effort. The agency will also seek to partner with DCPS, Gallaudet University, the Office of Aging, and Children s National Medical Center as other avenues to market the tool. Completion Date: September, 2013. KEY PERFORMANCE INDICATORS 911 Operations Division Measures Percent of 911 calls answered within 5 seconds Percent of 911 calls (wire line and wireless) abandoned Percent of current call takers trained and active as Universal Call Takers Percent of current call takers that are conversationally bilingual Percent of day s minimum staffing levels met. Percent of calls in which call to queue is 90 seconds or less FY 2011 Actual FY2012 Target FY 2012 YTD FY 2013 Projections FY 2014 Projections FY 2015 Projections 97.4% 97.2% 93.42% 97% 97% 97% 1.72% 2.5% 2.83% 2.5% 2.5% 2.5% 91.57% 100% 91.46% 100% 100% 100% 27.71% 20% 17.07% 20% 20% 20% 99% 98% 100% 100% 100% 100% 100% 82% 42.22% 80% 80% 80% FY 2013 Performance Plan Government of the District of Columbia Revised [Edit] March 2013 3

311 Operations Division SUMMARY OF SERVICES 311 Operations Division is the access point for residents and visitors requiring DC government services and/or information. OBJECTIVE 1: Improve 311 service delivery to District residents by promoting the use of 311 services. INITIATIVE 1.1: Establish a marketing campaign to underscore the benefits of using 311 Online. The 311 Operations Division was designed to streamline and modernize the way customers report problems with city services and to build a single database of customer requests. In FY12, to promote the use of 311 Online, the agency focused on providing real time updates and information via the agency s web site, while leveraging other established marketing resources and social media, such as the District s email banner announcement, and both Facebook and Twitter. Over the course of the fiscal year, our followers grew from 0 to over 1,000 followers. In addition, the agency introduced the new customized DC311 smartphone app. As a result, 311 now has 3 ways for customers to report city service issues; the citywide call center, 311Online and the DC311 smartphone app. In FY13, OUC will launch a citywide media advertising campaign to strongly encourage customers to utilize the 311 app to manage their service request needs. Several large media outlets including WTOP, Channel 9, WMATA, as well as several print mediums, have been designated as the platforms to embark on this campaign. In conjunction with the city s parking meter renumbering project, OUC will continue to brand its customized 311 app by introducing it as a convenient avenue for reporting broken meters in the District, thus reducing call volume to the citywide call center. Completion Date: September, 2013. INITIATIVE 1.2: Increase 311 call center services by integrating other District Government call centers into the 311 portfolio. In FY13, the OUC will partner with OTR to develop electronic service request submission through DC311 and online service request system, to assist with call compression during the 2012 tax season. Completion Date: April, 2013. INITIATIVE 1.3: Interactive Voice Response System (IVR) Implementation. To make call handling more efficient, the 311 Operations Division implemented an Interactive Voice Response (IVR) system which enables 311 to continuously improve its customer service and lower costs, as some caller queries can be resolved less expensively than with a live operator. FY 2013 Performance Plan Government of the District of Columbia Revised [Edit] March 2013 4

In FY13, the 311 Operation will expand it use of the Interactive Voice Response System (IVR) to automate additional city service business processes. In addition, DMV ACD messages will be streamlined to provide improved instructions for frequently asked questions. Completion Date: January, 2013. OBJECTIVE 2: Improve overall customer satisfaction of services received through the 311 Call Center by focusing on quality assurance and operational effectiveness activities INITIATIVE 2.1: The 311 Operation will enhance its current quality assurance practices by creating a formalized Quality Assurance Program. A formalized Quality Assurance Program will be achieved through the following activities: Develop call scripting to maintain consistency in service interactions; Develop calibration sessions to invite management feedback on 311 call center operations. This process allows management from various areas within the agency to listen to calls and offer suggestions and assistance by gaining a stronger perspective on operational challenges; Monitor 2500 calls monthly; and Implement effective coaching to improve CSR call quality. Completion Date: January, 2013. INITIATIVE 2.2: The 311 Operation will enhance its operational effectiveness by taking steps to identify, document and measure areas where improvement is needed. The enhancement of operational effectiveness will be achieved through the following activities: Document procedures to improve call accuracy into 311 INFO intranet database. Increase call service responsiveness goal from 75% in 90 seconds to 80% in 90 seconds due to parking meter call extraction and increased utilization of online service request mechanisms. Completion Date: September, 2013. OBJECTIVE 3: Utilize workforce management tools to schedule and monitor employee productivity INITIATIVE 3.1: The agency will employ use of a workforce management application for 911 and 311 operation employees scheduling, which will move this function from paper-based to electronic, improving overall resource allocation. Will allow the agency to use call volume stats to analyze current staffing models to determine optimal future scheduling based on past performance and other data; FY 2013 Performance Plan Government of the District of Columbia Revised [Edit] March 2013 5

Will allow management to pinpoint areas of concern, including specific individuals or trends around schedule adherence; Will enable more accurate forecasting of staffing needs for planned and special events, with the capacity to predict requirements for like events; Will enable integration with Peoplesoft so staff can make requests for schedule changes and swaps; and Will enable management to review schedule changes and provide the appropriate determination based on SLAs. Completion Date: September, 2013. KEY PERFORMANCE INDICATORS 311 Operations Division Measures Percent of calls abandoned for 727-1000 Percent of 311 calls answered within 90 seconds FY 2011 Actual FY 2012 Target FY 2012 YTD FY 2013 Projections FY 2014 Projections FY 2015 Projections 6.91% 8% 8.5% 8% 8% 8% 74.80% 75% 77% 75% 77% 80% FY 2013 Performance Plan Government of the District of Columbia Revised [Edit] March 2013 6

Technology Operations Division SUMMARY OF SERVICES The Technology Division of the OUC provides centralized, District-wide coordination and management of public safety and other city services communications technology, including voice radio, 911/311 telephony, computer aided dispatch systems (CAD), citizen interaction relationship management (CIRM) systems, mobile data computing systems (MDC) and other technologies, including wireless and data communication systems and resources. OBJECTIVE 1: Enhance the District s emergency and non-emergency communications technology. INITIATIVE 1.1: Phase 3 of the upgrade to the District s radio system. Under this initiative the OUC will continue the multi-year upgrade of current radio technologies to the Project 25 (P25) standard. This final phase of the initiative will upgrade all DCFEMS radios and upgrade the 800 MHz radio system infrastructure. This initiative will significantly enhance the District s ability to maintain robust radio interoperability both among District agencies, as well as with regional partners and enhance system redundancy. Completion Date: September, 2013. INITIATIVE 1.2: Enhance the District s Mobile Data computing capabilities. In conjunction with plans to continue the installation and upgrade of Mobile Data Computers (MDC) and PDAs for DCMPD/DCFEMS/HSEMA, the agency is also preparing to implement Mobile VPN, Mobile routers, and Radio Over IP on DCMPD and DCFEMS MDCs. This initiative will enhance mobile computing capabilities by allowing field users to have persistent wireless connectivity, single sign-on, robust data security, multiple wireless access capability, and the ability to securely connect multiple wireless devices. Completion Date: September, 2013. INITIATIVE 1.3: Deploy Emergency Call tracking System. Under this initiative the OUC will upgrade reporting tools and monitoring capabilities to better leverage 9-1-1 call data management. This will allow the Public Safety Answering Point (PSAP) to capture traffic statistics generated by the wireline, wireless and VoIP carriers delivering 911 calls to the District. This initiative will provide for a variety of standard reports as well as the ability to generate fully customizable reports for network deployment, common platform enumeration (CPE) efficiency, PSAP operations, and tracking misrouted calls between National Capital Region jurisdictions. Completion Date: September, 2013. INITIATIVE 1.4: Upgrade 911/311 Telephony Workstations. Under this initiative the OUC will upgrade all 911/311 Telephony Workstations to run on Windows 7 and the latest version of the Computer Telephony Integration (CTI) application. This technology refresh will allow Agents to switch to a more robust sound module that will not be susceptible to server failovers or power fluctuations. This FY 2013 Performance Plan Government of the District of Columbia Revised [Edit] March 2013 7

upgrade will also position the District to start building the foundation for NG911 future deployment. Completion Date: September, 2013. KEY PERFORMANCE INDICATORS Technology Operations Division FY 2011 FY 2012 FY 2012 FY 2013 Measures Actual Target YTD Projections Percent of time radio system is available Percent of time 911/311 telephony system is available Percent of time Computer Aided Dispatch (CAD) system is available Percent of time OUC responds to Mobile Data Terminal repairs within 24hrs FY 2014 Projections 99% 99% 100% 99.95% 99.95% 99% 99% 100% 99.95% 99.95% 99% 99% 100% 99.95% 99.95% 72.95% 99% 81.66% 99% 99% FY 2015 Projections 99.95% 99.95% 99.95% 99% FY 2013 Performance Plan Government of the District of Columbia Revised [Edit] March 2013 8

Transcription Division SUMMARY OF SERVICES The Transcription Section provides audio transcriptions of conversations between field providers, call takers, dispatchers, and callers requesting services of DCMPD, DCFEMS and other public safety and governmental organizations. OBJECTIVE 1: Provide consistent support to our Federal and District partners to ensure quality information is transferred in a timely manner. INITIATIVE 1: Maximize operational efficiency by leveraging full use an enhanced request management system. The Transcription Division is collaborating with AUSA in using Remedy, a tracking resource database, which streamlines and standardizes the process for managing all AUSA requests for 911/311 communication data. The Transcription Unit will now track and manage all incoming requests in one centralized location and print historical reports and measure performance data by using the system. In FY13, the agency will implement the use of flagging mechanisms in connection with Remedy to ensure the timeliness of workload completion, thus, improving the overall proficiency of the Transcription office. Completion Date: September, 2012. KEY PERFORMANCE INDICATORS Transcription Division Measures FY 2011 Actual FY 2012 Target FY 2012 YTD FY 2013 Projections FY 2014 Projections FY 2015 Projections FOIA completion within legislated 100% 100% 100% 100% 100% 100% timeline (15 days) Assistant United States Attorney package 100% 100% 100% 100% 100% 100% completion within mandated timeline Office of Attorney General package 100% 100% 100% 100% 100% 100% completion within mandated timeline Completion of internal investigation complaints within 72 hours 100% 100% 100% 100% 100% 100% FY 2013 Performance Plan Government of the District of Columbia Revised [Edit] March 2013 9

Agency Management SUMMARY OF SERVICES Agency Management administers programs supporting call center and public safety communications. In addition, Agency Management oversees the employee performance management system, new employee training and in-service training for OUC personnel. OBJECTIVE 1: Develop a quality workforce through employee development and training processes INITIATIVE 1.1: Implement online training instruction for recertification and inservice training. The OUC has established a database and online computer training program to manage recertification and in-service training of employees. The agency will Design and recommend position specific training curriculums for staff. In addition, a variety of online training opportunities will be created for staff of the agency, to include specialized training sessions such as webinars, in-service quizzes, instructor-led and other online training activities and classes. Completion Date: October, 2012. OBJECTIVE 2: Enhance Administrative Services Unit s proficiency in providing human resources support for agency staff. INITIATIVE 2.1 Establish and publish internal service level agreements related to Administrative Services processes. The Administrative Services Unit will develop and document human resources related best practices. The Unit will measure performance, including timeliness and quality of end work output to identify areas of improvement and will make appropriate adjustments based on these findings. Completion Date: June, 2013. OBJECTIVE 3: Enhance and maintain a viable an internal risk management program. INITIATIVE 3.1: Create and Update Emergency Response plans for the UCC and PSCC. The agency will develop written emergency evacuation plans with support from the Office of Risk Management and under the General Industry Standard 29 CFR 1910.38. This plan will include the required evacuation plans and ensure that the agency has a plan of action to secure the safety of its employees in the event of an emergency. Completion Date: October, 2013. INITIATIVE 3.2: Establish the Agency Risk Assessment and Control Committee (RACC), Building Emergency Response Team (BERT) and Safety Teams. The agency will establish these teams to maintain a proactive, comprehensive program of risk assessment and control of the agency, in cooperation with the Office of Risk Management, that minimizes the frequency and severity and probability of losses to which the agency is exposed. In addition, the efforts of these teams will help to cultivate FY 2013 Performance Plan Government of the District of Columbia Revised [Edit] March 2013 10

awareness, understanding and support for risk and safety management initiatives in the agency as part of DC s strategic, integrated risk management program. Completion Date: October, 2013. INITIATIVE 3.3: Update and establish policies and procedures for Vehicle Accountability as dictated by the Mayor s policy on fleet management. The agency s Fleet Certifying Official will work in cooperation with the agency s Risk Officer to help ensure a safe driving culture for District government employees and to mitigate exposures of risk to ensure the safety of motorists and District employees. This will be achieved by ensuring that Mayor s Order 2009-160, Government and Personal Vehicle Operators Accountability Policy, is disseminated to agency vehicle operators and that all guidelines outlined therein are strictly adhered to. Completion Date: July, 2013. [No Key Performance Indicators See Agency Workload Measurements] FY 2013 Performance Plan Government of the District of Columbia Revised [Edit] March 2013 11

FY 2014 PERFORMANCE PLAN MISSION The mission of the (OUC) is to provide a fast, professional, and cost-effective response to 911 calls for public safety and 311 calls for city services in the District of Columbia. The OUC also provides centralized, District-wide coordination and management of public safety voice radio technology and other public safety wireless and data communication systems and resources. SUMMARY OF SERVICES The 911 Operations Division develops and enforces policy directives and standards regarding public safety communications. The 311 Operations Division processes city service requests and handles telephone reporting of specific crimes. The Technology Operations Division operates and maintains public safety voice radio technology and oversees all land and mobile radio systems tied to the response network. The Transcriptions Division provides audio transcribing for the District of Columbia Metropolitan Police Department (DCMPD), the District of Columbia Fire and Emergency Services (DCFEMS) and the 311 Operations Division. Agency Management administers programs supporting the call center and public safety communications. In addition, Agency Management oversees the employee performance management system, new employee training and in-service training for OUC personnel. PERFORMANCE PLAN DIVISIONS Emergency (911) Operations Division Non-Emergency (311) Operations Division Technology Operations Division Transcription and Quality Division Agency Management 1 AGENCY WORKLOAD MEASURES Measure FY 2011 Actual FY 2012 Actual FY 2013 YTD 2 Total number of inbound 911 calls 1,431,952 1,428,429 1,014,290 Total number of inbound 311 calls 1,854,201 2,070,106 1,453,545 Total number of service requests entered into the customer relationship management system by 311 call takers 355,530 317,332 135,257 1 The (1000) Agency Management division includes (100F) Agency Financial Operations. 2 Data is accurate as of the 3 rd quarter of 2013. FY 2014 Performance Plan Government of the District of Columbia Published: November 2013 1

Emergency (911) Operations Division SUMMARY OF SERVICES The 911 Operations Division receives and processes 911calls accurately and efficiently. Police and fire incidents are created through Computer Aided Dispatch (CAD) and transferred to DCFEMS and/or DCMPD, as well as additional agencies in the National Capitol Region (NCR), by voice transmission and computer to computer aided dispatch. Emergency Operations personnel receive ongoing training and updates through the agency s Training Unit. OBJECTIVE 1: Provide efficient, professional and cost effective responses to 911 calls. INITIATIVE 1.1: Realign resources to better manage abandoned call volume. The agency receives approximately 1.4 million 911 calls annually. On average, less than 2% of all calls are abandoned, which typically means that the caller disconnects the call before it is handled by an agent. Anecdotal evidence suggests that the agency experiences a spike in abandoned calls around incidents witnessed by multiple individuals, such a traffic accidents or large fires. At other times it can be difficult to pinpoint the cause of abandoned call spikes. To ensure that the agency is most responsive to all 911 calls, the agency is seeking to formalize its abandoned call management process. In particular, the agency will explore the use of call scheduling software, which features automated call back technology, to implement a process that ensures that abandoned calls are handled in more consistent and formalized manner. Completion Date: January, 2014. INITIATIVE 1.2: Analyze performance data and trends to review efficacy of operations shift model adjustment. Beginning in FY12 through FY13, the agency embarked on the following activities to make the most appropriate adjustment to the shift model, from the 10 hour shift to the 12.5 hour shift: Used empirical data to ensure that staffing levels meet predicted increases in the demand for 911 services; Utilized Call Management Systems (CMS) software to track call availability data to analyze overall responsiveness to 911 calls; and Utilized workforce management reports to identify resource needs and the best staffing and shift model for peak performance. In June 2013, the agency implemented the new shift model. Throughout FY13 and in FY14, the agency plans to perform a comprehensive review of the new model to evaluate its success and to determine whether other adjustments are necessary. Completion Date: June, 2014. FY 2014 Performance Plan Government of the District of Columbia Published: November 2013 2

INITIATIVE 1.3: Market the availability of Smart911 in the District to support efforts to provide enhanced and more efficient dispatching (One City Action Plan 3.1.6). In FY12, the OUC officially launched the Smart911 initiative. With Smart911, citizens can create a free safety profile for their household providing critical, lifesaving data to 9-1-1 in the event of an emergency call. First responders will have access to vital information like floor plans, medical conditions and more before they arrive at a scene. In FY14, the OUC plans to continue its collaboration with the Office of the Chief Technology Officer (OCTO), using the Digital Inclusion Mobile Tech Lab, Connect DC, to pursue community outreach efforts at various citywide events. The agency will also seek to partner with DCPL, DCPS, Gallaudet University, the Office of Aging, and Children s National Medical Center as other avenues to market the tool. Completion Date: January, 2015. KEY PERFORMANCE INDICATORS 911 Operations Division Measures FY 2012 Actual FY2013 Target FY 2013 YTD 3 FY 2014 Projections FY 2015 Projections FY 2016 Projections Percent of 911 calls answered within 5 seconds Percent of 911 calls (wire line and wireless) abandoned Percent of current call takers trained and active as Universal Call Takers Percent of current call takers that are conversationally bilingual Percent of day s minimum staffing levels met. Percent of calls in which call to queue is 90 seconds or less 96.11% 97% 91.69% 97% 97% 97% 2.83% 2.5% 2.7% 2.5% 2.5% 2.5% 91.46% 100% 91.46% 100% 100% 100% 85.37% 20% 85.37% 20% 20% 20% 100% 100% 100% 100% 100% 100% 51.49% 80% 54% 80% 80% 80% 3 Data is accurate as of the 3 rd quarter of 2013. FY 2014 Performance Plan Government of the District of Columbia Published: November 2013 3

Non-Emergency (311) Operations Division SUMMARY OF SERVICES The 311 Operations Division is the access point for residents and visitors requiring DC government services and/or information. OBJECTIVE 1: Provide efficient, professional and cost effective responses to 311 calls. INITIATIVE 1.1: Increase call center services by integrating other District Government program call volume into the 311 portfolio. In FY14, the agency will continue to work with other government agencies to support better call volume management and service request submission automation. The agency will also develop a customer service call driver tool. This tool will be populated with historical data to develop a formula that clearly articulates the financial support needed to broaden the division s portfolio. This formula will be used to appropriately assess the cost of integrating individual agency program call volume. Completion Date: January, 2014. INITIATIVE 1.2: Upgrade 311 service request application. The agency will upgrade application with the most robust and highest integrated service request management technology available. In addition, though the enhancement, the OUC anticipates providing customers with a more interactive platform and easier access to service request status updates. Completion Date: December, 2013 INITIATIVE 1.3: Interactive Voice Response System (IVR) Enhancement. To make call handling more efficient, the 311 Operations Division implemented an Interactive Voice Response (IVR) system which enables 311 to continuously improve its customer service and lower costs, as some caller queries can be resolved less expensively than with a live operator. In FY13, the 311 Operation will expand it use of the Interactive Voice Response System (IVR) to automate additional city service business processes. In addition, DMV ACD messages will be further streamlined to provide improved instructions for frequently asked questions. Completion Date: January, 2014 KEY PERFORMANCE INDICATORS 311 Operations Division Measures FY 2012 Actual FY 2012 Target FY 2013 YTD 4 FY 2014 Projection FY 2015 Projection FY 2016 Projection Percent of calls abandoned for 311 8.5% 8% 4% 8% 8% 8% Percent of 311 calls answered within 90 seconds 77% 75% 82% 75% 77% 80% Percent of calls handled in 4 minutes or less N/A N/A 94% 95% 95% 97% 4 Data is accurate as of the 3 rd quarter of 2013. FY 2014 Performance Plan Government of the District of Columbia Published: November 2013 4

Technology Operations Division SUMMARY OF SERVICES The Technology Division of the OUC provides centralized, District-wide coordination and management of public safety and other city services communications technology, including voice radio, 911/311 telephony, computer aided dispatch systems (CAD), citizen interaction relationship management (CIRM) systems, mobile data computing systems (MDC) and other technologies, including wireless and data communication systems and resources. OBJECTIVE 1: Provide State-Of-The-Art Emergency and Non-Emergency Communications Technology. INITIATIVE 1.1: Phase 3 of the upgrade to the District s radio system. Under this initiative the OUC will continue the multi-year upgrade of current radio technologies to the Project 25 (P25) standard. This final phase of the initiative will upgrade all DCFEMS radios and upgrade the 800 MHz radio system infrastructure. This initiative will significantly enhance the District s ability to maintain robust radio interoperability both among District agencies, as well as with regional partners and enhance system redundancy. Completion Date: March, 2014. INITIATIVE 1.2: Enhance the District s mobile data computing capabilities. In FY14, the Technology Division will replace all MDC equipment for all MPD and FEMS users. Also, in conjunction with plans to continue the installation and upgrade of these units the agency will also implement Mobile VPN, Mobile routers, and Radio Over IP in first responder vehicles as well. This initiative will enhance mobile computing capabilities by allowing field users to have persistent wireless connectivity, single signon, robust data security, multiple wireless access capability, and the ability to securely connect multiple wireless devices. Completion Date: September, 2014. INITIATIVE 1.3: Upgrade 911/311 Telephony Workstations. Under this initiative the OUC will upgrade all 911/311 Telephony Workstations to run on Windows 7 and the latest version of the Computer Telephony Integration (CTI) application. This technology refresh will allow Agents to switch to a more robust sound module that will not be susceptible to server failovers or power fluctuations. This upgrade will also position the District to start building the foundation for NG911 future deployment. Completion Date: September, 2014. INITIATIVE 1.4: Upgrade the agency s computer aided dispatching system. The agency will upgrade its Computer Aided Dispatch (CAD) application to the latest available version compatible with Windows 7. This will improve response time, fostering better reporting and information sharing, and bettering inter-agency communications. Completion Date: December, 2014. FY 2014 Performance Plan Government of the District of Columbia Published: November 2013 5

INITIATIVE 1.5: Upgrade environmental equipment at radio tower sites. The agency will upgrade environmental equipment, which includes both HVAC systems and uninterrupted power source (UPS) devices at all radio sites. The equipment is at least 10 years old and should be replaced to ensure optimal efficiency of radio equipment at the sites. Although started in FY14, this will be a multi-year effort that will extend into FY15. Completion Date: September, 2014. KEY PERFORMANCE INDICATORS Technology Operations Division Measures Percent of time radio system is available Percent of time 911/311 telephony system is available Percent of time Computer Aided Dispatch (CAD) system is available Percent of time OUC responds to Mobile Data Terminal repairs within 24hrs FY 2012 Actual FY 2012 Target FY 2013 YTD 5 FY 2014 Projection FY 2015 Projection FY 2016 Projection 99% 99% 99% 99% 99% 99% 99% 99% 99% 99% 99% 99% 99% 99% 99% 99% 99% 99% 99% 99% 99% 99% 99% 99% 5 Data is accurate as of the 3 rd quarter of 2013. FY 2014 Performance Plan Government of the District of Columbia Published: November 2013 6

Transcription Division SUMMARY OF SERVICES The Transcription Section provides audio transcriptions of conversations between field providers, call takers, dispatchers, and callers requesting services of DCMPD, DCFEMS and other public safety and governmental organizations. OBJECTIVE 1: Provide consistent support to our Federal and District partners to ensure quality information is transferred in a timely manner. INITIATIVE 1.1: Maximize operational efficiency by leveraging full use an enhanced request management system. The agency will implement a solution that provides comprehensive tracking of all incoming requests. The intent is to streamline and standardize the process for managing the workflow process related to requests for 911/311 communication data. This enhancement will also enable the agency to run reports and measure performance. Completion Date: December, 2014. KEY PERFORMANCE INDICATORS Transcription Division Measures FY 2012 Actual Assistant United States Attorney package completion within mandated timeline Office of Attorney General package completion within mandated timeline Completion of internal investigations within 72 hours FY 2012 Target FY 2013 YTD 6 FY 2014 Projection FY 2015 Projection FY 2016 Projection 100% 100% 100% 100% 100% 100% 100% 100% 100% 100% 100% 100% 100% 100% 100% 100% 100% 100% 6 Data is accurate as of the 3 rd quarter of 2013. FY 2014 Performance Plan Government of the District of Columbia Published: November 2013 7

Agency Management SUMMARY OF SERVICES Agency Management administers programs supporting call center and public safety communications. In addition, Agency Management oversees the employee performance management system, new employee training and in-service training for OUC personnel. OBJECTIVE 1: Provide Quality Administrative Support For All Agency Personnel To Support Customer Service and Public Safety Communications. INITIATIVE 1.1: Enhance operational effectiveness by auditing its major programs and perform remediation activities in areas where improvement is needed. Each division will perform a quality assurance review on all of the processes and practices that directly or indirectly impact the agency s key performance indicators. Processes and practices that are critical to the quality of the operation which have been identified as needing improvement will be prioritized and recommended improvements and plans for remediation will be developed. Completion Date: October, 2013 INITIATIVE 1.2: Hold employees accountable for performance based on results of issues identified in FY13 through the individual performance planning process. Each supervisor and manager has been trained to use the evaluation tools necessary to provide fair and individual assessments of employee performance. Each employee of the OUC will be provided with their individual performance plan and will be held accountable for performance. Supervisors and managers will be responsible for pinpointing areas of improvement for each employee under their supervision and for taking the appropriate action to support the remediation those issues, through training or other actions where necessary. Completion Date: December, 2013. INITIATIVE 1.3: Formalize the agency s asset management program. The agency has intensified its focus on trimming agency spending. As part of this effort, the agency has closely examined historical supply expenditures and established more prudent budgets for frequently procured goods and services, as well as blanket purchase agreements to better control spending around these items and to expedite the procurement process. To further ensure that the agency has access to critical goods and services, as needed and without delay, an inventory control manager has been appointed and will be expected to manage the following throughout FY14 and beyond: asset management inventory forecasting inventory valuation physical inventory replenishment returns and demand forecasting Completion Date: September, 2014 FY 2014 Performance Plan Government of the District of Columbia Published: November 2013 8

INITIATIVE 1.4: Enhance training instruction for recertification and in-service training. The agency will audit its training records to identify curriculum gaps and individual employee needs. The agency recently implemented an online training system which will begin to be used to manage the remediation of these gaps as well as all recertification and in-service training of employees. In addition, the agency will continue to design and recommend position specific training curriculums for staff and create a variety of training opportunities including webinars, inservice quizzes, and instructor-led and other online training activities and classes. Completion Date: October, 2014. INITIATIVE 1.5: Update Emergency Response plans for the UCC and PSCC. The agency will update emergency evacuation plans with support from the Office of Risk Management and under the General Industry Standard 29 CFR 1910.38. These plans will include required evacuation plans and ensure that the agency has a plan of action to secure the safety of its employees in the event of an emergency. Completion Date: October, 2014. INITIATIVE 1.6: Update and communicate policies and procedures for Vehicle Accountability as dictated by the Mayor s policy on fleet management. The agency s Fleet Certifying Official will continue to work in cooperation with the agency s Risk Officer to help ensure a safe driving culture for agency employees and to mitigate exposures of risk to ensure the safety of them and other motorists. This will be achieved by ensuring that Mayor s Order 2009-160, Government and Personal Vehicle Operators Accountability Policy, is disseminated to agency vehicle operators and that all guidelines outlined therein are strictly adhered to. Completion Date: July, 2014. KEY PERFORMANCE INDICATORS Agency Management Measures Total Number of community engagement and 911 education activities Percent of time OUC s grade.dc.gov customer satisfaction rating is rated B or better Percent of expendable budget spent with Certified Business Enterprises FY 2012 Actual FY 2012 Target FY 2013 YTD 7 FY 2014 Projection FY 2015 Projection FY 2016 Projection N/A N/A 41 40 45 50 N/A N/A 100% 75% 80% 80% 32.76 50% 13.55% 50% 50% 50% 7 Data is accurate as of the 3 rd quarter of 2013. FY 2014 Performance Plan Government of the District of Columbia Published: November 2013 9

QUESTION 29 - ALL 311 6am-2pm Month Year AvgStaff AvgCallsPerPos October 2012 10.100825 6691.33493 November 2012 11.045132 5663.671762 December 2012 10.485629 5501.815723 January 2013 11.66513 3777.32599 February 2013 11.114142 5364.966707 March 2013 11.288437 5777.327953 April 2013 11.561545 5944.620564 May 2013 12.166869 5594.12598 June 2013 11.725201 5329.119796 July 2013 11.252079 6182.41303 August 2013 11.730708 5737.760925 September 2013 11.400701 5316.602925 October 2013 11.046059 6186.731415 November 2013 10.671076 5272.008153 December 2013 10.762253 5453.597815 2pm-10pm Month Year AvgStaff AvgCallsPerPos October 2012 7.2805742 5437.895243 November 2012 7.5108405 4582.576374 December 2012 7.1757267 4315.381732 January 2013 8.3891266 3025.58313 February 2013 7.7223626 4327.302645 March 2013 8.0294606 4621.854652 April 2013 8.1453792 4833.046946 May 2013 8.6212239 4488.689809 June 2013 8.2371018 4471.47561 July 2013 7.9787269 5235.672374 August 2013 8.4006664 4743.195152 September 2013 8.0605334 4356.163338 October 2013 7.9144897 4815.850627 November 2013 7.3143399 4090.321248 December 2013 7.6615412 4069.155165 10pm-6am Month Year AvgStaff AvgCallsPerPos October 2012 1.5769367 2176.371379 November 2012 1.6764609 1673.167594 December 2012 1.5510178 1837.5031 January 2013 1.7448826 1358.25759 February 2013 1.65842 1642.527204 March 2013 1.81197 2003.896349 April 2013 1.79189 1721.645881 May 2013 1.6769106 1709.69163 June 2013 1.6690298 2160.536673 July 2013 1.7753814 2062.655355 August 2013 1.8626473 1762.008256 September 2013 1.5793357 1694.383257 October 2013 1.7552186 1904.036343 November 2013 1.6251218 1766.636779 December 2013 1.4914613 2381.556888

Question 29 - ALL 911 FY 2013 6am-2pm 2pm-10pm 10pm-6am AvgPosStaff AvgCallsPerPos AvgPosStaff AvgCallsPerPos AvgPosStaff AvgCallsPerPos Oct-12 15.5 2695.3 17.2 3313.2 14.7 1811.7 Nov-12 15.3 2455.4 16.3 3066.1 13.9 1693.4 Dec-12 15.0 2562.6 15.8 3200.4 13.6 1907.3 Jan-13 15.5 2599.6 17.2 3050.1 14.1 1687.0 Feb-13 14.9 2362.3 15.5 2874.5 13.2 1521.5 Mar-13 14.9 2629.5 16.3 3204.0 13.3 1800.4 Apr-13 15.8 2630.9 16.8 3259.9 13.1 1848.0 May-13 15.6 2848.4 15.6 3614.5 13.3 2024.4 Jun-13 15.5 1412.7 15.6 1760.3 12.8 1084.1 6am-6pm 6pm-6am AvgPosStaff AvgCallsPerPos AvgPosStaff AvgCallsPerPos Jun-13 16.4 2162.8 15.6 1704.8 Jul-13 14.8 4868.0 14.2 3901.5 Aug-13 15.2 4599.8 14.2 3679.3 Sep-13 13.7 4562.0 14.6 3256.0 FY 2014 Oct-13 13.6 4736.6 13.9 3335.5 Nov-13 12.6 4698.4 13.2 3215.8 Dec-13 13.8 4404.1 13.4 3339.3

Question #40a - FY 2013 OUC Dispatch Counts and Average Times from Call Start 2012 October EMS 0 18 107.444444 1 6803 150.412361 2 2381 140.214189 3 3175 147.939471 9 1 226 EMS 12378 147.746441 FIRE 0 1 121 1 3042 152.393418 2 112 189.697674 3 112 114.987179 FIRE 3267 152.482758 MPD 0 16 393.692307 1 5971 275.345866 2 24882 455.491618 3 22850 626.982268 4 106 741.75 5 1156 623.559523 9 2527 326.82258 MPD 57508 499.598128 October 73153 407.499125 November EMS 0 18 139.764705 1 5980 144.192878 2 2149 144.062099 3 2704 137.051756 EMS 10851 142.321338 FIRE 0 2 111 1 2535 142.037181 2 110 128.76923 3 105 124.183098 FIRE 2752 141.012918 MPD 0 16 378.642857 1 4876 261.279609 2 22760 429.665931 3 20534 587.371945 4 62 539.95238 5 786 651.012477 9 1398 306.506493 MPD 50432 472.225228 November 64035 386.801816

December EMS 0 16 108.625 1 6731 143.311647 2 2215 139.419015 3 3030 143.01583 9 2 181 EMS 11994 142.476541 FIRE 0 1 125 1 2420 147.145945 2 115 141.479591 3 95 111.296875 FIRE 2631 145.94083 MPD 0 14 205.307692 1 5464 267.671585 2 22987 440.660645 3 20172 584.006662 4 51 722.181818 5 862 601.67731 9 833 266.782122 MPD 50383 472.519011 December 65008 383.195438 2012 202196 393.006723 2013 January EMS 0 32 125.896551 1 7019 148.841483 2 2232 150.452153 3 3249 155.164821 9 3 176.666666 EMS 12535 150.77037 FIRE 0 3 148 1 2474 147.714918 2 97 151.544303 3 134 163.571428 FIRE 2708 148.389438 MPD 0 16 180.75 1 5109 263.543786 2 22296 420.091449 3 20351 576.284723 4 40 629.32 5 700 648.541666 8 1 85 9 674 368.885714 MPD 49187 462.094581 January 64430 373.634587

February EMS 0 17 132.411764 1 5716 145.580152 2 2051 146.637868 3 2798 146.171407 9 3 172 EMS 10585 145.929962 FIRE 0 1 93 1 2065 142.802001 2 77 129.047619 3 99 201.671232 FIRE 2242 144.462671 MPD 0 13 176.5 1 4043 260.35543 2 20333 406.012238 3 18301 550.760999 4 69 657 5 555 568.130208 9 680 336.312056 MPD 43994 446.503421 February 56821 363.69641 March EMS 0 14 138.142857 1 6698 148.413329 2 2470 147.953051 3 2955 144.939058 9 5 216.8 EMS 12142 147.463626 FIRE 0 1 68 1 2317 148.155023 2 61 153.893617 3 136 103.257731 FIRE 2515 146.291275 MPD 0 18 195.333333 1 5101 251.381333 2 23459 396.339804 3 22066 540.537892 4 40 746.137931 5 527 479.948477 9 891 338.851674 MPD 52102 435.311092 March 66759 358.214429

April EMS 0 16 217.5625 1 6655 145.23518 2 2586 137.213961 3 3057 148.762223 9 2 209 EMS 12316 144.582575 FIRE 0 3 257.333333 1 2617 143.329141 2 90 154.957142 3 128 109.188888 FIRE 2838 142.552855 MPD 0 21 253.8125 1 5878 246.152628 2 25713 418.685644 3 22530 545.887341 4 87 560.648148 5 600 446.748344 9 3167 350.606936 MPD 57996 444.131677 April 73150 366.96118 May EMS 0 26 113.347826 1 7213 148.310247 2 2807 134.028538 3 3104 143.856386 9 3 146.333333 EMS 13153 144.129297 FIRE 0 2 162 1 2627 143.983676 2 94 168.960526 3 106 131.545454 FIRE 2829 144.376963 MPD 0 26 196.625 1 6298 268.837231 2 27520 447.725871 3 24803 591.263292 4 74 547.042553 5 769 537.455743 7 1 58 9 928 298.882022 MPD 60419 479.328865 May 76401 394.684213

June EMS 0 15 143 1 7135 147.14726 2 2745 140.937839 3 3061 146.386287 9 2 199.5 EMS 12958 145.646472 FIRE 0 1 34 1 2633 148.229175 2 93 136.776119 3 102 136.916666 FIRE 2829 147.603289 MPD 0 8 252.5 1 6436 281.465412 2 28150 470.367724 3 24713 621.896069 4 55 794.95 5 757 468.379746 6 2 87 9 1062 279.945652 MPD 61183 501.997602 June 76970 413.506007 July EMS 0 16 129.5625 1 7062 144.287835 2 2893 141.930327 3 3300 143.457737 9 3 135.666666 EMS 13274 143.548314 FIRE 0 1 175 1 2817 147.65692 2 98 138.155844 3 133 127.544444 FIRE 3049 146.736919 MPD 0 15 308.666666 1 6372 277.11748 2 28955 458.136092 3 25820 600.118267 4 51 607.75 5 822 592.892123 9 1231 330.966019 MPD 63266 489.990003 July 79589 403.455742

August EMS 0 9 108.555555 1 6930 145.745881 2 2763 136.911402 3 3181 149.181759 9 1 177 EMS 12884 144.71425 FIRE 1 2422 139.42986 2 82 149.287878 3 105 119.075757 FIRE 2609 139.134951 MPD 0 12 240.666666 1 6329 261.86568 2 27114 433.705797 3 24636 587.815593 4 69 654.759259 5 748 585.256637 9 1135 465.907766 MPD 60043 471.795225 August 75536 389.525363 September EMS 0 10 105 1 6660 148.785679 2 2548 140.89041 3 3095 150.159627 9 4 209 EMS 12317 147.487659 FIRE 0 2 86.5 1 2461 149.637437 2 98 150.205479 3 106 188.246153 FIRE 2667 150.673216 MPD 0 11 168.714285 1 6205 269.351958 2 26651 432.111248 3 24123 589.590586 4 56 481.861111 5 881 541.157983 9 1063 326.42647 MPD 58990 472.175011 September 73974 392.443553 2013 643630 385.377053

Question #40a - FY 2014 OUC Dispatch Counts and Average Times from Call Start 2013 October EMS 0 12 117.363636 1 6809 142.679962 2 2489 138.178175 3 3156 139.393159 9 3 191.333333 EMS 12469 140.91455 FIRE 0 1 201 1 2635 142.198003 2 123 159.142857 3 101 228.3 FIRE 2860 144.923346 MPD 0 18 526.846153 1 6019 257.086681 2 26886 419.356337 3 24777 570.474636 4 93 657.580645 5 759 556.410681 9 885 326.494117 MPD 59437 458.854285 October 74766 379.292374 November EMS 0 10 145.666666 1 6265 137.79197 2 2435 136.101657 3 2768 134.848931 9 3 211.666666 EMS 11481 136.732625 FIRE 1 2653 138.251658 2 90 144.847222

3 108 159.032786 FIRE 2851 138.936345 MPD 0 7 222.5 1 5416 251.173089 2 24754 396.346274 3 21557 552.88809 4 32 349.045454 5 626 550.43595 9 1036 216.316129 MPD 53428 437.611654 November 67760 360.730423 December EMS 0 10 139 1 6433 148.020033 2 2459 138.911979 3 3052 143.095078 9 3 201.333333 EMS 11957 144.866907 FIRE 1 2506 136.081766 2 92 110.859154 3 76 173.282608 FIRE 2674 136.048668 MPD 0 7 242 1 5231 255.421306 2 24732 403.738535 3 21735 542.176211 4 84 769.306122 5 595 456.076404 6 1 392 9 1146 125.005434 MPD 53531 437.616858 December 68162 361.033369 2013 210688 367.35179

2014 January EMS 0 9 92.625 1 3183 142.877192 2 1154 138.921266 3 1542 142.587846 EMS 5888 141.954497 FIRE 0 1 182 1 2114 144.827549 2 62 164.132075 3 33 188.913043 FIRE 2210 145.875694 MPD 0 6 330.4 1 2332 237.051981 2 11664 380.260214 3 10514 524.313651 4 49 661.266666 5 246 546.907103 9 475 283.5 MPD 25286 420.500512 January 33384 339.635964 2014 33384 339.635964