AnnuAl rEPorT - Emergency Services Telecommunications Authority

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Emergency CommunicationsESTA operates three SECCs and manages emergency calltakingand communications for the State’s emergency services.ESTA operates three SECCs andmanages emergency calltaking andcommunications for the State’semergency services.ESTA’s two Melbourne based centressupport police, fire, ambulance and theVICSES with Triple Zero calltaking anddispatch services. The Ballarat centreprovides CFA and VICSES with regionalemergency communication services.On 13 March 2008, the Ballarat SECCalso commenced to take Triple Zerocalls for metropolitan Victoria Police.The SECCs are staffed by a team of 411dedicated call takers and dispatchersoperating 24x7, 365 days a year. TheESTA team is focused on the vital serviceit delivers to the Victorian community.Emergency communications isESTA’s core business and, therefore,business continuity is a key objectivefor the organisation.ESTA is governed by some of thetoughest performance standardsand reporting requirements globallyand is one of the few emergencycommunications agencies in the worldthat manages communications for allemergency service providers.In addition to the SECCs’ activities,ESTA manages the key emergencytelecommunications networks –the Mobile Data Network (MDN),Metropolitan Mobile Radio (MMR) andthe Emergency Alerting System (EAS).In 2007/08, ESTA managed 1,861,047calls, representing a call every 16seconds and leading to 1,292,307dispatches requiring emergency serviceagency response.The speed with which emergencycalls are answered and the speedwith which emergency services aredispatched represent the two indicatorswhich measure ESTA’s calltaking anddispatch services. In addition ESTAmaintains a strong focus on the qualityof information that is provided to theESOs to enable an even more efficientand effective response.
ESTA 2007/08 annual report 18Calls Answered by Agency01 July 2007 to 30 June 2008CFA - Metro 54,281 2.9%CFA - Ballarat (From Public) 49,081 2.6%CFA - Ballarat (To Dispatcher) 27,586 1.5%VICSES - Metro (From Public) 20,007 1.1%VICSES - Ballarat (Field Calls) 17,327 0.9%VICSES - Metro (Field Calls) 13,394 0.7%VICSES - Ballarat (From Public) 5,84 0.3%3.3% MFB - 60,5198.6% MAS - PatientTransport 160,196VICPOL - 1,031,536 55.4%22.6% MAS - Emergency 421,275
Page 6 and 7: ContentsAbout ESTA 02Year in review
Page 8 and 9: Chief Executive OfficerNeil Fosterc
Page 10 and 11: Calendar Highlights forFirst Quarte
Page 12 and 13: Third Quarter• Following a storm
Page 14 and 15: Our partnerships havestrengthened t
Page 16 and 17: CEO’s ReportThe past year has aga
Page 18 and 19: Our StakeholdersIn 2007/08 ESTA’s
Page 20: The ESTA team isfocused on the vita
Page 25 and 26: ESTA 2007/08 annual report20Victori
Page 27 and 28: ESTA 2007/08 annual report22Highlig
Page 29 and 30: ESTA 2007/08 annual report24These s
Page 31: ESTA 2007/08 annual report26The pro
Page 34 and 35: Emergency MarkersESTA continued to
Page 36: The two mostpredominant questionsI
Page 39 and 40: ESTA 2007/08 annual report34ESTA CO
Page 41 and 42: In line with a whole of governmenta
Page 43 and 44: ESTA 2007/08 annual report 38
Page 45 and 46: ESTA 2007/08 annual report40The EST
Page 47 and 48: ESTA 2007/08 annual report42Ms Pene
Page 49 and 50: ESTA 2007/08 annual report44Human R
Page 51 and 52: ESTA 2007/08 annual report46authori
Page 53 and 54: ESTA 2007/08 annual report 48Operat
Page 55 and 56: ESTA 2007/08 annual report50Stateme
Page 57 and 58: ESTA 2007/08 annual report522.7 Inc
Page 59 and 60: ESTA 2007/08 annual report 54liabil
Page 61 and 62: ESTA 2007/08 annual report 563. Net
Page 63 and 64: ESTA 2007/08 annual report585. Othe
Page 65 and 66: ESTA 2007/08 annual report 607. Non
Page 67 and 68: ESTA 2007/08 annual report 6211. Su
Page 69 and 70: ESTA 2007/08 annual report 64(d)200
Page 71 and 72:
ESTA 2007/08 annual report 66(f)Int
Page 73 and 74:
ESTA 2007/08 annual report 6818. Re
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ESTA 2007/08 annual report 70
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AnnuAl rEPorT - Emergency Services Telecommunications Authority

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