July 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. View the PDF version of this update here.
Non-emergency service performance reaches 5-year high in Lower Mainland
Non-emergency service performance in the Lower Mainland achieved a 5-year high year-to-date, reaching 85% (target: 80% of calls answered within three minutes). Vancouver Island also saw strong service levels for non-emergency call-taking at 84%. The rate of abandoned non-emergency calls continued to decrease and average call handling times were faster at one minute (compared to two minutes in 2024).
Increase in non-emergency call volume
Both the Lower Mainland and Vancouver Island saw increases in non-emergency call volume YTD as compared to the same period in 2024. The Lower Mainland saw a 7% increase, while the growth on the Island was smaller (0.8%).
A note on service levels
The summer months are typically the busiest for call volumes due to a number of factors, including major public events and seasonal emergencies such as wildfires. E-Comm plans in advance for this time of year and adjusts staffing levels to assist with peak volumes in order to mitigate service level impacts as much as possible.
New call takers, dispatchers
Four emergency call takers completed their dispatch training course at our Lower Mainland communications centre, which also welcomed four new non-emergency call takers (originally trained as 9-1-1 operators). Our Vancouver Island communications centre also welcomed seven new police call takers in June.
Enhanced technology for non-emergency launched in New Westminster
On June 19, an interactive voice response (IVR) was launched as part of the New Westminster Police Department’s non-emergency service, which returned to E-Comm on a full-time basis in April. The new system offers callers options to find appropriate support and can also provide information via text.
E-Comm announces new Board Chair, 2025-2026 Board of Directors
At E-Comm’s Annual General Meeting on June 25, we welcomed Nancy Kotani as the new Board Chair, and Vancouver Police Inspector Jason High as a new Board Director. Outgoing Board Chair Doug Campbell was recognized for his leadership and contributions over the past nine years and will continue to serve as an independent director.
Updating our progress in the 2024 Annual Report
E-Comm’s Annual Report for 2024 has been shared with our Board and partners and is available to view on our website. The report features progress highlights including key transformation improvements that led to our highest service performance results in eight years.
Past Monthly Updates
July 2025 – Partner Update
June 2025 – Partner Update
May 2025 – Partner Update
April 2025 – Partner Update
March 2025 – Partner Update
February 2025 – Transformation Update
January 2025 – Partner Update
Annual Report & Financial Statements
Previous Annual Reports
2023
2022
2021
2020
2019
2018
2017
Historical information can be provided upon request via [email protected].