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

June 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.

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 91% in the Lower Mainland, and 89% on Vancouver Island (target: 88% of calls answered in 10 seconds). Non-emergency call-taking was at 79% of calls answered in 3 minutes or less for the Lower Mainland and reached 86% 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

5,061,928 radio transmissions were made with 16,433 radios on E-Comm’s network in May with no disruptions.

Call volumes continue to increase

9-1-1 (+2.5%), police emergency (+1.9%) and non-emergency call volumes (+5.4%) were all up from the same period last year. Data shows emergency call volumes peaking during 16:00–18:00 hours, while non-emergency call volumes are highest during 14:00–17:00 hours. E-Comm uses a data driven approach to guide staffing levels to meet call volume patterns.

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:

Financial Management: E-Comm’s Board has formally endorsed moving forward with a new Financial Model, addressing corporate cost allocation, service costs, and pricing for police and 9-1-1 services. The Finance Committee will review three implementation and transition options, with a decision expected at a special June Board meeting. This results in a one-month delay to initial levy communications to stakeholders, now planned for July.
Stakeholder Engagement: In May, 40 meetings were completed with key partners, service level targets and a preview of the Financial Model were shared.
Operational Resiliency: Public safety readiness is on track to support additional call volume, dispatch and radio support throughout the FIFA World Cup period.

Collective bargaining update

Special Mediator Appointed: E-Comm and CUPE 8911 entered mediation with special mediator Vince Ready, who was appointed by BC’s Minister of Labour on June 6. The mediation process supports continued negotiations toward a fair and sustainable collective agreement. Emergency communication services have remained uninterrupted throughout negotiations.

Other updates

Next Generation 9-1-1: Achieved technical readiness and successfully completed testing milestones to support a 2026 migration. E-Comm is working with contracted partners to finalize migration dates, with transitions scheduled to begin this fall and continue through the end of the year.
New 9-1-1 Policy Manual: E-Comm finalized a new 9-1-1 Operator Policy and Procedure Manual for all regional district partners, replacing eight separate versions with a consolidated province-wide framework. The updated manual incorporates NG9-1-1 procedures, enhanced business continuity measures, and new operational protocols to support consistency for our call takers and the public.
Police Recognition: E-Comm staff continue to be recognized by police partners for their exceptional teamwork and professionalism during high-risk and tragic calls. Two employees received Inspector’s Letters of Commendation from Port Moody Police, while another received a Deputy Chief Constable Commendation from Delta Police.
ACE Awards: E-Comm celebrated staff excellence and service milestones at the third annual ACE Awards Night, recognizing award recipients, retirees, and long-serving employees alongside colleagues and family members.