Following an overview of 911 systems technology, the article describes the volume of calls handled by the District of Columbia's 911 system and the Metropolitan Police Department's (MPD) problems in processing calls and dispatching calls for service. In 1986, the city installed an improved E-911 system and undertook an operational analysis. The article highlights benefits of the E-911 system and describes the operations analysis methodologies. Techniques used included a pay comparability study, an employee morale survey, data base development, time study, a work schedule design, and a simulation model. The study found that excessive employee absences from their work stations and failure to maintain constant staffing levels in the call handling room were major factors in poor call handling performance. Recommendations made to MPD management are detailed. Implementing these suggestions resulted in an 83-percent reduction in waiting time for nonemergency calls and a 68-percent reduction in waiting time for 911 calls. Graphs, charts, and tables.