Emergency Response ICT Systems

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Tabled: 14 OCTOBER 2014

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 service response.

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 determined standards.

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 vehicles.

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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Audit team

Paul O’Connor

Engagement Leader

Wayne Singleton

Team Leader

David English

Senior Analyst

Annie Skelton


Engagement Quality

Control Reviewer

Ray Winn




Last updated on 31/08/2016