Updates

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).

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%).

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.

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.

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.

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.

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.

2023

• 2023 Annual Report
• 2023 Financial Statements

2022

• 2022 Annual Report
• 2022 Financial Statements

2021

• 2021 Annual Report
• 2021 Financial Statements

2020

• 2020 Annual Report
• 2020 Financial Statements

2019

• 2019 Annual Report
• 2019 Financial Statements

2018

• 2018 Annual Report
• 2018 Financial Statements

2017

• 2017 Annual Report
• 2017 Financial Statements

Historical information can be provided upon request via [email protected].