AnnuAl rEPorT - Emergency Services Telecommunications Authority

CEO’s ReportThe past year has again been one of significant achievementin a very challenging environment. We processed a record1.86 million emergency and non-emergency calls; thisrepresents a 43% increase in the past six years.Special community events such as New Years Eve presentparticular challenges in ensuring we perform at our very bestand this year we processed over 3,000 emergency calls forpolice in the 12 hours leading up to and following midnightwith over 98% of them being answered within five seconds,this was our best New Years Eve performance on record.Similarly, the severe storms which swept across Melbourneand much of the State of Victoria on 2 April 2008 resulted insignificant call numbers to the Triple Zero and the VictorianState Emergency Service number, 132 500. Call activity overthe 24 hour period resulted in the creation of 10,949 events,including 2,801 metropolitan VicSES events and paid testimonyto the dedication of ESTA Calltakers and Dispatchers whomaintained services in extremely challenging circumstances.The performance of our technology was also no lessimpressive with our computer aided dispatch system andthe associated hardware meeting exacting standards thatreflect our mission critical accountabilities. In partnership withour private sector partners we have provided world class