AV |
Ambulance Victoria |
AVL |
Automatic Vehicle Location |
BAL SECC |
Emergency Services Telecommunications Authority State Emergency Communications Centre located at Ballarat |
CAD |
Computer Aided Dispatch |
CFA |
Country Fire Authority |
DEPI |
The Emergency Services Telecommunications Authority's (ESTA) performance standards are target standards determined by the Inspector-General for Emergency Management (IGEM) after consultation with each of the emergency services organisations. They include:
Over the weekend of 21–22 June 2014 a major storm accompanied by high winds and heavy rain was forecast for Victorian coastal areas, including Melbourne. The storm became two major events—one on 23 June 2014 and another on 24 June 2014
The Emergency Services Telecommunications Authority (ESTA) and Victorian emergency services organisations (ESO) use a variety of information and communications technology (ICT) systems and services to exchange operational information.
Figure B1 provides an overview of each of the main systems and services and their key characteristics. This Appendix does not include ESTA's Computer Aided Dispatch (CAD) system.
Figure B1
Overview of emergency services ICT systems
The Emergency Services Telecommunications Authority (ESTA) call-taking and dispatch performance is measured using standards published by the Inspector‑General for Emergency Management (IGEM).
ESTA reports its performance to IGEM each month. The current performance standards are described in Figure A1.
Figure A1
Emergency Services Organisations' Performance Standards
ESTA service |
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The Emergency Services Telecommunications Authority (ESTA) depends on several 'mission critical' information and communications technology systems. These include ESTA's Computer Aided Dispatch (CAD) system and several dedicated voice and data networks for communications with emergency vehicles. These 'mission critical' systems need to be highly reliable with established backup systems.
The Emergency Services Telecommunications Authority (ESTA) provides services 24 hours a day, seven days a week, using call-takers and dispatchers who establish the type of emergency, and dispatch the appropriate emergency response. In order for ESTA to meet its performance objectives, enough call-takers and dispatchers need to be available to meet demand. ESTA is required to continue to achieve its performance standards even during planned and unplanned system outages.
The Emergency Services Telecommunications Authority (ESTA) call-taker and dispatch performance standards are determined by the Inspector-General for Emergency Management (IGEM) after consultation with ESTA and each emergency service organisation (ESO).
Victorians rely on the state's emergency services organisations (ESO) for assistance during emergencies and crisis incidents, and expect a prompt and efficient response. Emergency response is not just about combating major disasters or events like bushfires, heatwaves and widespread flooding. It is also about an ongoing requirement to provide emergency assistance to members of the Victorian public on a daily basis by dispatching police, fire, rescue, ambulance or other emergency services.
 John Doyle Auditor-General |
Audit team Paul O’Connor—Engagement Leader Wayne Singleton—Team Leader David English—Senior analyst Annie Skelton—Analyst |