Updates from E-Comm 9-1-1 | 911 in British Columbia

May 2026 Update

We’re pleased to share our monthly update highlighting key activities at E-Comm as we enhance our services for first responder partners and the public. View the PDF version of this update here.

Exceeding service level targets for 9-1-1, police call-taking

9-1-1 service saw 97% of calls answered in 5 seconds or less (target: 95%). Emergency police call-taking reached 92% in the Lower Mainland, and 90% on Vancouver Island (target: 88% of calls answered in 10 seconds). Non-emergency call-taking met the 80% service-level target of calls answered in 3 minutes for the Lower Mainland and reached 85% for Vancouver Island.

Fire service levels remain strong

Fire call-taking reached 96% (target: 90% of calls answered in 15 seconds), continuing the trend of strong service delivery for fire agency partners.

Continued reliability of radio network

4,810,781 radio transmissions were made with 16,445 radios on E-Comm’s network in April with no disruptions.

Call volumes continue to increase

9-1-1 (+2.2%), police emergency (+1.6%) and non-emergency call volumes (+6.3%) were all up from the same period last year.

Action Plan updates

E-Comm continues to implement the Action Plan in response to the independent provincial review. Below are some key recommendations we advanced this month:

Stakeholder trust: Engagement initiatives across police agencies, municipalities, and regional partners have been completed ahead of the May 20 board meeting. Feedback gathered throughout these discussions will help guide next steps, and the addition of Inspector Jason High from the Vancouver Police Department is helping strengthen police and stakeholder collaboration.
Financial management: Work on E-Comm’s new financial model is continuing, including reviewing service costs and developing a more transparent approach to cost sharing. Improvements to financial reporting are also underway to help support clearer decision-making at the Board level and link E-Comm’s costs with services for our partners and funders.
Operational Resiliency: We have reached a key milestone in the development of a new financial model, which includes draft pricing options, and a five-year financial outlook. In addition, we continue to review investment priorities and cost containment measures as part of longer-term financial planning.

Collective bargaining update

E-Comm is continuing bargaining discussions with CUPE 8911 following their recent strike vote (95% vote in favour, with a 90% turnout). Our top priority remains the continuity of the vital services E-Comm provides to British Columbians. An approved essential services plan from the Labour Relations Board must be in place before any job action can occur; meetings with the LRB are scheduled this week. Staffing needs for FIFA events and associated call volumes are a key factor in E-Comm’s essential services submission.

Other updates

National Police Week – E-Comm staff members prepared a social media video thanking police officers and engaged with the public at two Police Week events in Maple Ridge and North Vancouver.
9-1-1 Educational Video – E-Comm partnered with Abbotsford Police to share a behind-the-scenes look of the 9-1-1 process. The educational video and news release posted to social media and our website shows how call takers, dispatchers, and first responders work together to quickly get the help people need during an emergency.
NG9-1-1: Progress continues on the federally mandated transition to NG9-1-1. User Acceptance Testing began in mid-May to validate system performance and functionality, with technical readiness currently targeted for early June. E-Comm’s implementation of NG9-1-1 is on track to take place ahead of the CRTC’s deadline, with the goal of completion by the end of 2026.