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

April 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%) for Q1 2026. 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.

Call volumes increased in Q1

9-1-1 (+2.4%), police emergency (+3.0%) and non-emergency call volumes (+7.9%) were all up from the same period last year. Call volumes are historically lower in the first quarter of the year, peaking in the summer months.

Fire service levels remain strong

Fire call-taking reached 97% (target: 90% of calls answered in 15 seconds), continuing the trend of strong service delivery for partners.

Continued reliability of radio network

4,874,063 radio transmissions were made with 15,918 radios on E-Comm’s network in March with no disruptions. E-Comm’s Wireless team also completed the programming and development of 500 more VPD radios to support FIFA operations.

Action Plan updates

E-Comm continues to implement the Action Plan in response to the independent provincial review. Below are some key recommendations we made this month, and all work remains on track for Board review in May:

Stakeholder engagement: We have continued to advance our stakeholder engagement framework, including hosting virtual town halls, sharing partner updates, and scheduling targeted engagement sessions with police agencies, municipal governments, and police boards throughout April and May.
Service catalogue and service level targets: Foundational work has been completed to define services and develop new service level target options. Engagement with partners is now underway to gather input and ensure these targets reflect operational realities and partner needs.
Service-based costing model: 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.
Operational readiness and key initiatives: E-Comm continues to make progress across priority initiatives, including NG9-1-1, FIFA World Cup preparedness, and planning for a new emergency communications centre.

9-1-1 Week

On Emergency Service Dispatchers and 9-1-1 Awareness Week (April 12 to 18), we are recognizing the work of our staff through internal activities and social media content (cross-posted by our partners). Major landmarks across the province are also lighting up in blue and red in honour of our call takers and dispatchers, thanking them for their service and role in supporting public safety.

Welcoming VPD Insp. Jason High to E-Comm

We are pleased to share that Jason High has joined E-Comm, on a one-year secondment as Senior Advisor, Police Services. Insp. High will provide his expertise to support implementation of our action plan and ongoing engagement with police partners. We are grateful to the Vancouver Police Department for their continued partnership and support.