I’ve done a fair bit of contract work with a few law enforcement organisations. One department I was working with was getting a lot of pressure because emergenc

I’ve done a fair bit of contract work with a few law enforcement organisations. One department I was working with was getting a lot of pressure because emergency callers were waiting on the phone for way too long. The commissioner hired an outside agency to triage emergency calls. They’d basically just answer the phone and put you back on hold. They started tracking the time the call was answered from when the triage call center picked up. Reported a huge improvement back up the chain. I read a news paper article about how successful they’d been in reducing wait time a little while later. All the derision we give KPIs in software development applies just as equally to other areas of society too.