Victorians rely on emergency services organisations during
emergencies and crisis incidents, and expect a prompt and efficient
response to any emergency.
This audit assessed how Information and Communications
Technology systems and processes are used to deliver an emergency
The Emergency Services Telecommunications Authority (ESTA) plays a
critical role by taking calls for emergency assistance and
dispatching emergency service resources to an incident. Performance
is measured against Inspector-General for Emergency Management
The audit found that when all systems are working, ESTA is meeting
call-taking standards but is consistently failing to meet its
emergency ambulance dispatch standards.
A computer aided dispatch system (CAD) is central to ESTA’s
operations. However, when CAD fails, the backup manual card-based
process is inadequate.
The audit also found that, except for the StateNet Mobile Radio
rural communications network, radio systems are modern with up to
date technology. However, police channels on the Metropolitan
Mobile Radio network can become congested at peak times and when
Protective Service Officers are on duty at railway stations.
A modern data network is installed in all metropolitan
ambulances, but only 30 per cent of operational police
A new digital radio network for the Country Fire Authority is
operating satisfactorily, but should be extended to all other
emergency service organisations to overcome the limitations of the
analogue rural network.
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Last updated on 10/7/2015