Thursday’s blizzard
provided a worthy live test of the Ottawa Police Service’s
new text-messaging service
.
The service provides follow-up text messages to confirm less-urgent calls for service have been received and are being answered.
“Ottawa’s always busy, of course,” said Eric Janus, operations manager for the police communications centre.
But Thursday was another level. In all, the centre issued 579 text messages to 134 people who called police for assistance between 9 a.m. Thursday and 9 a.m. Friday.
With the system, residents calling police for assistance receive follow-up text messages to confirm the request are being answered. The service only applies to less-urgent cases where there is no threat to life or a crime in progress.
Janus said the service is intended to reduce uncertainty while residents wait for assistance and to improve transparency and strengthen communication between OPS and the community.
The call centre communicates via text that police are responding, providing a case number for reference.
A delay in police response, which was often the case Thursday, would also be communicated.
“Just to confirm the call was not forgotten.”
Once a call is cleared, residents will receive a link to a short voluntary survey about their experience with OPS call-takers and officers.
Janus said police Chief Eric Stubbs was a big supporter of the public feedback potential of the texting program.
The service has noted that, based on 2024 data, OPS handled 62,795 priority 3 calls and 211,280 priority 4 calls, many of which would likely qualify for text updates.
Survey responses will be gathered and shared internally with OPS members. In the future, the accumulated data will also be published on the Community Safety Data Portal, where members of the public can view, download and interact with OPS data.
This initiative is part of the OPS modernization program which includes investments in upgraded communications technology and improved service pathways for residents.
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