Work on backup Computer Aided Dispatch system has not started, despite it being flagged as a critical issue months ago

The fatally flawed triple-0 service have is using training software as a backup when there are major failures as it emerged the government has failed to start work on a proper backup system.

Victoria’s triple-0 computer system uses its training software as a backup when there are major failures, with Emergency Services Minister Jaclyn Symes defending a wait on upgrades to the stand-in service.

The Herald Sun revealed on Friday that a tender process was launched in July to build an improved back-up service for Emergency Services Telecommunications Authority ‘s Computer Aided Dispatch system, which underpins its vital work in handling calls.

The backup project was flagged as critical more than six months ago but no contracts have yet been awarded to get the program underway.

When asked about the wait, Ms Symes said the process was about getting “the best technology available”.

“At the moment we have a backup system which transfers to what is currently utilised as the training system,” she said.

Emergency Services Minister Jaclyn Symes and Premier Daniel Andrews during a press conference in Melbourne. Picture: Luis Enrique Ascui

“That is available right now and I unashamedly will continue to provide funding to ESTA to ensure that they can upgrade your system as technologies become available.”

Ms Symes also said the biggest focus should be on making sure the regular triple-0 computer system did not fail in the first place.

“The investment should be to ensure the security and stability and the reliability of the main system,” she said.

“That’s where you want to focus, that’s 99 per cent of the organization’s usage

“But of course it’s important to have a backup for unexpected events.

“That currently exists but that’s also something that needs to be invested in.”

Opposition leader Matthew Guy has called for Ms Symes to resign over the ongoing triple-0 crisis, saying it was time for someone to take responsibility.

“If the emergency services minister won’t take responsibility for the failures in triple-0 then she should resign,” he said.

Opposition leader Matthew Guy says it is time for someone to take responsibility for the triple-0 crisis. Picture: Jake Nowakowski

“If she won’t resign then the Premier should show some leadership and remove her.

“The government cannot continue to avoid responsibility for the Victorians that have died as a result of the failures in our triple-0 emergency services system.

“I think Victorians are sick of it and they want some answers to it.”

Mr Guy made the comments while pledging $750 million to build a new hospital in Mildura if elected to government.

The state opposition has also called for the full release of a report by former police chief commissioner Graham Ashton into the triple-0 system.

Ms Symes revealed on Friday the report had been given to government, and she was working through it.

Deadly fears over lack of backup triple-0 service

The state government has been forced to admit work on a backup to Victoria’s fatally flawed triple-0 computer system is yet to get underway, more than six months after it was first flagged as a critical issue.

A tender process to build the backup Computer Aided Dispatch system was launched in July by the Emergency Services Telecommunications Authority which operates the triple-0 service.

Without it ESTA officials have conceded a worst-case scenario could lead to multiple deaths in the event of a main system failure.

Before a long overdue upgrade was completed last year the system had repeatedly crashed forcing operators to use pen and paper when dispatching emergency services.

“ESTA’s Computer Aided Dispatch (CAD) system is at the core of ESTA’s ability to receive emergency calls, dispatch first responders, co-ordinate, and communicate with the respective Emergency Service Organisations (ESOs),” ESTA said in tender documents last year.

“The sharing of the emergency incident (event) data with the ESOs in a timely and reliable manner is paramount to enable efficient and effective emergency management.

Work on the backup system for the triple-0 call service still hasn’t got underway. Picture: David Crosling

“ESTA’s call-taking and dispatch functions are time-critical, and seconds can influence the severity of the outcome of an emergency event and the subsequent impact on the community.

“An outage to ESTA’s CAD system can seriously impact ESTA’s call-taking and dispatch services, putting members of the community at risk.”

An ESTA spokesperson said while “all critical defects were resolved” in April 2021, the backup system was still needed.

“Which is why ESTA is working to deliver an alternative CAD to deliver peace of mind and strengthen our triple-0 call-taking system,” she said.

The backup system is expected to be a cloud-based alternative that can be started within minutes of a main system outage.

A state government spokesperson said ESTA was currently conducting a market evaluation on the backup system.

Ongoing work between ESTA and external and internal stakeholders to develop the delivery plan was underway, she said.

“ESTA’s Computer Aided Dispatch (CAD) system underpins the triple-0 service, and is continuously upgraded to meet the community and agency requirements,” she said.

The spokesperson said ESTA systems were designed for resilience and in the case of a primary system failure, ESTA had a business continuity plan to support call taking and dispatch.

But opposition emergency services spokesman, Brad Battin, said it wasn’t good enough.

“Twelve people have died on hold, now there is concern the triple-0 system could totally fail,” he said.

“More reports the Andrews Labor Government have failed to act on advice to fix the triple-0 crisis.

“There’s been $15m wasted on consultants, $15m in cost blowouts, and now fears the current triple-0 technology could be down for long periods of time, in fact it could be days.

“How many Victorians need to die before Daniel Andrews fixes this crisis?”

The Herald Sun revealed on Thursday taxpayers were slugged almost $15m more than budgeted for an upgrade of the primary dispatch system with the $2.88m project blowing out to $17.48m.

The government defended the blowout on a revised scope of work for the project.

A report following a review of deaths linked to call delays, led by former police chief commissioner Graham Ashton, was expected to be delivered last month.

A second review of ESTA, by inspector-general for emergency management, Tony Pearce, has also begun.

The government has announced it will add 120 triple-0 operators in a bid to end the crisis.