Victorians left ‘vulnerable’ as software for Triple-0’s new call dispatch delayed

Despite receiving funding to build a critical new dispatch system more than 18 months ago, Victoria’s emergency call taking agency is yet to sign a contract.

Victoria’s emergency call taking agency is yet to sign a contract to build a critically important new dispatch system, despite receiving funding for the project more than 18 months ago.

In last year’s state budget, Triple Zero Victoria received funding to procure a new fit-for-purpose computer aided dispatch system – known as “Next Generation” to replace the existing software.

The government at the time spruiked this as a key to ensuring Victorians knew that when they called for an emergency “they’ll get the help they need, quickly and reliably”.

But 18 months on, the tender to implement the “new enhanced, reliable and secure” system is yet to be signed. It was due to be locked in by the middle of this year.

When someone calls triple-0, a call taker uses the dispatch system to triage the call and assign an emergency response.

The government said the new system will ensure Victorians can “get the help they need, quickly and reliably”. Picture: Nadir Kinani

Emergency service insiders say the current system – which has had improvements after a series of catastrophic failures – is working but an overhaul is required to future proof the agency.

An independent review, released in 2022 by the emergency services watchdog, detailed 33 Victorians had died after “unacceptable” delays for urgent ambulance calls during Covid.

The Herald Sun in 2022 revealed a tender to build an initial back up system to that older flawed system was delayed.

But it can now also be revealed that project was never fully finished.

Opposition emergency services spokesman Richard Riordan said the ongoing delays with the latest technology were unacceptable.

Opposition emergency services spokesman Richard Riordan said the ongoing delays were unacceptable. Picture: Alan Barber

“Once again the Labor government are promising to deliver on important services and failing their promises,” he said.

“With the summer approaching, along with potential storms and bushfires, as well as illnesses such as thunderstorm asthma, Victorians are still being left vulnerable.”

A Triple Zero Victoria spokeswoman said development on the “unique and highly complex technology” is “well underway and we’ll have more to say very soon”.

“The Next Generation CAD System is intended to be a more reliable and secure system to meet the needs of TZV operators and meet the ever-evolving needs of Victoria’s emergency services sector,” she said.

A government spokeswoman said developing a new system is “complex work which takes time to ensure it is done to the highest standard”.

Originally published as Victorians left ‘vulnerable’ as software for Triple-0’s new call dispatch delayed