THE DATA WAS COLLECTED IN ROCHESTER AND TWO OTHER CITIES, AND LIMITED TO INDIVIDUALS INVOLVED IN COMMUNICATION CENTER OPERATIONS. EIGHTY QUESTIONS WERE GROUPED INTO 25 CHECKPOINTS AND INTO 4 MAJOR CATEGORIES OF COMPLAINT BOARD OPERATIONS, THE DISPATCHER AND RADIO CHANNELS, THE COMMUNICATION CENTER LAYOUT, AND COMMUNICATION EQUIPMENT. STATISTICS AND CHECK POINTS ARE CROSS-REFERENCED TO THE PHASE I REPORT, NCJ-00291.