Updates

May 2025 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. This month’s highlights include strong service level results, transformation updates, and a look back at 9-1-1 Week. View the PDF version of this update here.

Non-emergency (NER) service levels remained strong at 87% in the Lower Mainland, and 85% on Vancouver Island (target: 80% of calls answered in three minutes or less). Lower Mainland YTD NER call volumes rose 8.5% versus the same period in 2024, while police emergency call volumes decreased over the same period, by 3%. This may be an early sign that our ongoing public education efforts around service improvements are having a positive impact on reporting.

On April 15, E-Comm reassumed full-time non-emergency call taking for the New Westminster Police Department. The reintegration went smoothly with no service level impacts expected.

Four of our non-emergency call takers successfully completed their classroom training to become emergency call takers in April and moved to on-the-job learning on our Operations floor in the Lower Mainland.

On April 26, our Lower Mainland call takers and dispatchers responded to a mass casualty incident at the Lapu Lapu Festival in Vancouver. Extra staff came in to offer help and our Peer Support teams were engaged for those handling incredibly difficult calls with professionalism and compassion. Our hearts are with the family and friends of the victims, and our first responder partners who attended the scene.

Our Finance Unit is working to prepare early levy forecast guidance to share with partners in the coming months. As engagement work on our new financial model has paused during the Province’s independent review of E-Comm, the existing methodology will be used to calculate the 2026 levy forecast.

The critical work of our employees was acknowledged throughout 9-1-1 Week (April 13 – 19) with internal events and a social media campaign. Staff greatly appreciated visits from police and fire agencies, as well as online expressions of gratitude and support from partners, local governments, and the Province.

Past Monthly Updates

May 2025 – Partner Update
April 2025 – Partner Update
March 2025 – Partner Update
February 2025 – Transformation Update
January 2025 – Partner Update

Annual Report & Financial Statements

2023 Annual Report

2023 Financial Statements