Victorian Auditor-General's Office

3 Dispatching and managing emergency resources

At a glance

Background

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.

1 Background

1.1 Introduction

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.

Emergency Response ICT Systems

Body
This audit examined the procedures and supporting information and communications technology (ICT) systems used by the Emergency services and safety Telecommunications Authority to answer a Triple Zero call and subsequently dispatch an emergency response vehicle.

Appendix A. Audit Act 1994 section 16—submissions and comments

Introduction

In accordance with section 16(3) of the Audit Act 1994, a copy of this report was provided to:

  • Department of Treasury and Finance
  • Department of Transport, Planning and Local Infrastructure
  • Department of Health
  • VicRoads
  • Public Transport Victoria.

The submissions and comments provided are not subject to audit nor the evidentiary standards required to reach an audit conclusion. Responsibility for the accuracy, fairness and balance of those comments rests solely with the agency head.

1 Background

1.1 Introduction

1.1.1 Infrastructure planning and delivery

Effective planning and delivery of major infrastructure projects is critical for governments to achieve their policy objectives. In Victoria, the total value of public sector capital investments underway or commencing in 2014–15 is around $72 billion.

The 2014–15 Budget commits up to $27 billion in new infrastructure including:

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