E-Comm responds to provincial review/recommendations
By Province of British Columbia
An independent review of E-Comm 911’s governance structure, operational efficiencies and financial controls has identified improvements that are necessary to ensure the emergency-dispatch service remains financially sustainable for local governments.
“The B.C. government commissioned a review of E-Comm’s operational and cost-management functions in response to concerns of local governments about unsustainable levy increases for E-Comm 911 services,” said Nina Krieger, Minister of Public Safety and Solicitor General. “The review provides a road map as to how E-Comm can implement financial, operational and governance controls to ensure transparency, affordability and financial sustainability going forward. British Columbians can count on our 911 system to connect them to emergency help – anytime, anywhere in the province. It is my expectation that E-Comm will implement the recommendations in the review, to ensure that emergency services are financially sustainable for years to come.”
The review, announced by the Province in December 2024, was conducted by EY and produced two reports. One focuses on improving operational and financial controls at E-Comm, and the other focuses on possible roles for the Province, including maintaining the status quo of no provincial oversight.
The first report, Independent Review of E-Comm (E-Comm Report), examines how E-Comm 911 functions, with particular attention to its governance, financial-management and operational-efficiency structures. The report contains 25 recommendations for E-Comm and one recommendation for the Province.
“We accept the findings of the review, and are committed to work with the Province and our local government partners to act on the recommendations as quickly as possible,” said Nancy Kotani, board chair, E-Comm. “The board and executive team recognize the urgency of the improvements required, particularly in our governance and financial management, and the need to rebuild the trust of our local government and agency partners.”
The E-Comm Report identified budgeting shortcomings at E-Comm, including the need for better financial controls and the need to incorporate and align strategic priorities within a budget setting, to provide more transparent and predictable fee increases for local governments. The report recommends that E-Comm establish a contingency fund to smooth unexpected expenses and mitigate impacts on levies during unanticipated events. It also identifies that a stakeholder management framework is required to build stakeholder satisfaction and trust, and recommends a review of the E-Comm Board structure to support effective governance of an increasingly complex organization that offers provincewide services.
The report recommends that the Province’s role within emergency communications be clearly defined, and that clarity in roles and responsibilities be provided.
The second EY report builds on the findings of the E-Comm report and provides advice to the B.C. government about four potential service-delivery models that could be considered for emergency dispatch services in B.C.
The Province will review the recommendations and the options outlined in the EY reports. The priority is for E-Comm to strengthen its financial and operational efficiencies, as well as governance practices, to get a clear picture of the true cost of service and to help ensure that costs to local governments remain sustainable. The Province is committed to monitoring E-Comm’s progress as it implements its recommendations.
Learn More:
To read the Independent Review of E-Comm report, visit: https://news.gov.bc.ca/files/ECommIndependentReview.pdf
To read the Emergency Communications Service Delivery Model in B.C. report, visit: https://news.gov.bc.ca/files/ECommServiceDeliveryReport.pdf
E-Comm’s response to recommendations:
E-Comm accepts the findings and recommendations of the EY review released by Minister of Public Safety and Solicitor General Nina Krieger, and is committed to work with its provincial, local government and agency partners to act on the recommendations as quickly as possible, said Nancy Kotani, Chair of the Board of Directors.
“We accept the findings of the review, and welcome the recommendations provided,” said Kotani. “We are also heartened by the report’s acknowledgement of the operational and service improvements achieved to date. The Board of Directors and executive team recognize the urgency of the improvements required, particularly in our governance and financial management, and the need to rebuild the trust of our local government and agency partners. Our board will be actively involved in setting the direction for E-Comm’s strategy and holding management accountable for progress and results.”
“We will work with the Province and our partners to develop an action plan to prioritize and implement the recommendations,” said Nancy Blair, interim president and CEO.
“Our staff do extraordinary work partnering with first responder agencies and protecting the public safety of British Columbians. The progress on operational and service level improvements identified in the report is a direct result of their outstanding commitment and contributions. We are committed to protect and build on these service improvements, and to earn back the trust of our partners by implementing the governance and financial management recommendations in the report.”
