June 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 call volumes increase, service levels remain strong
Year-to-date service levels for police non-emergency calls continue to exceed targets at 85% in the Lower Mainland, and 84% on Vancouver Island (target 80% within 3 minutes). We continue to see an increase in non-emergency call volumes, with a slight 2% increase on the Island and a 9% increase for the Lower Mainland.
Quicker answer times, less abandoned non-emergency calls
The rate for abandoned non-emergency calls in the Lower Mainland year-to-date was 10%, a 4% drop compared to the same period last year. The rate has continued to fall consistently thanks in part to a new contact centre platform introduced last May that offers additional options such as call-backs. The average speed to answer a non-emergency call year-to-date was one minute.
Preparing for busy summer months
In spite of the positive year-over-year progress in our service levels and being in a stable position staffing-wise, service levels are impacted in the summer months. Increased call volumes are anticipated this summer due to predicted above average temperatures, wildfire activity and major events.
New call takers for ECVI, new dispatchers complete classroom training
Our Vancouver Island facility (ECVI) welcomed five new police call takers in May. Four members of our Operations team also completed their classroom training towards becoming dispatchers.
Modernized training for dispatchers, 9-1-1 operators
We are continuing to design agency-specific training to improve the learning experience for new police dispatchers and have also created a new e-learning course for our 9-1-1 queue operator position.
E-Comm helps develop new national standard for 9-1-1 address data
A member of E-Comm’s Technology Services team has helped establish a new national standard format for sharing 9-1-1 civic address and location data. The standard is the first of its kind in Canada and will ensure consistent language is used by emergency service providers across Canada, leading to better collaboration, accuracy, and a faster response.
Connecting with Vancouver Island police partners
On May 22, our Communications team met with Vancouver Island-based Media Relations officers and staff at E-Comm’s dispatch and call-taking facility in Saanich (ECVI). We discussed Next Generation 9-1-1 and other communications topics with our municipal and RCMP partners and offered a tour of our Island operations.
Past Monthly Updates
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].