The Ottawa Police Service (OPS) reported a large increase in mistaken phone calls in 2023 but the force says this was due to a North American-wide software glitch on cell phones.
According to a report to Ottawa City Council, calls to emergency services increased by 18 per cent last year for a total of 411,617 calls. This is a large increase from 2022, which saw 348,567 calls.
“A contributing factor in 2023 was that call volume was higher than normal partly due to technological and software application updates on cell phones and other devices that resulted in erroneous calls to 911, across North America,” the report reads. “The erroneous calls directly contributed to operator workload because they required call-backs to be performed to confirm that the calls were indeed made in error.”
The software updates to the Emergency SOSfeature on Android devices made it easier to dial 911 unintentionally.
Officials also note that calls are up overall since 2020.
Standard not being met to answer calls
The report details the key obligations of 911 operators including that they be on duty at all times, they adjust based on call volume and that 97 per cent of calls be answered within six seconds from the time a call is received.
The first two measures are “consistently” achieved, the report reads, but the third measure is not. Call intake service standard did increase from 81 per cent in 2022 to 89 per cent in 2023, but this is the third year in a row it was not at the benchmark of 97 per cent.
“It is important to note, however, that the national industry standards state that 90% of all 911 calls be answered within 15 seconds and 95% answered within 20 seconds. If the City was to adopt these standards for this performance indicator, the Ottawa Police Service would be meeting it with 100 per cent compliance,” the report reads.
Late in 2023, OPS and the city developed a new service that allows operators to transfer calls to other providers across North America. According to staff, this has proved popular with people when callers are seeking help for family members or friends in other cities.
The majority of calls for emergency are for OPS, representing 67 per cent of the calls placed in 2023. Just under a third were for paramedics and about 3 per cent were for firefighters.
The vast majority (83 per cent) of calls were placed by cell phones in 2023.
The next generation of 9-1-1
Both OPS and firefighters received dedicated funding from the province for the Next Generation 9-1-1 (NG911), which is an update to infrastructure. When implemented it could see an end-to-end digital system that will eventually allow text messages, photos and videos sent from the public to operators.
Ottawa Paramedic Service is transitioning through the provincial Ministry of Health.
The effects of the new systemhave been noticeable in Peel Region, where police launched the initial phases of NG911 in February.
Anthony Odoardi, a deputy chief specializing in innovation and technology at the force, said the system has already improved wait times.
Much of that improvement comes from the new system’s ability to address misuse calls through automation, said Odoardi. The technology can help manage pocket dials and misdials, and transfer non-emergency calls, freeing up dispatchers’ ability to address emergencies, he said.
In 2017, the CRTC directed all emergency services providers in Canada to upgrade to the technology by March 2025.
With files from The Canadian Press.