On Sunday, April 24, E-Comm experienced intermittent technical issues which appear to have had an impact on some callers’ ability to contact 9-1-1.
These technological issues occurred during a planned evacuation exercise, which was scheduled as part of the organization’s preventative maintenance work and routine redundancy planning. During this time, E-Comm call-taking and dispatch operations moved to a back-up site to execute and stress-test evacuation procedures and systems, while allowing for critical technical maintenance and upgrades to take place at its emergency communications centres.
The intermittent technical issues experienced on April 24 were unusual compared to previous evacuations, and E-Comm worked diligently to ensure there was as little impact to incoming calls as possible. The organization’s top priority is to now identify the root cause(s) of these challenges, and E-Comm is working closely with its core technology partners to conduct a full investigation. Once the investigation is complete, the results and key findings will be made public.
All 9-1-1 services are currently functioning normally across the province. Any British Columbian experiencing an emergency situation should dial 9-1-1 as usual to get the urgent help they require.
Tony Gilligan, Vice-President of Technology Services