Automated Response System and Electronic Ticketing (Details)

Name of province/ territory:


City/ Region:


Description of Initiative:

Since January 2012, the Service has established an automated routing system that allows calls to be routed directly to patrol vehicles, as well as an electronic ticketing system. The ticketing system is an application that prepares tickets electronically right in the patrol vehicle.

Initiative Key Objectives:

Improve call management and free up personnel assigned to 911 duties and administrative personnel handling tickets for the police service and municipal courts.

Section Responsible for Implementation:


Key Contact:

Pierre Morin

Groups/ Agencies/ Key Partners Involved:

  • other: municipal courts

Level of Involvement (consultative - information sharing) and/or cooperative - direct involvement):

Cooperative, direct involvement

Amount of Time Initiative has been in Place:

Automated call routing since January 2012; ticketing since June 2012.

Reason for Undertaking the Initiative:

This initiative was undertaken to improve service performance at no cost.

Resources Required to Implement this Initiative:

With restructuring, this was a no-cost initiative.

Method of Implementation:

Phased in.

Key Outcomes of the Initiative:

Recovery of person-hours from 911 dispatch and ticket management, with improvement in ticket quality.

Availability of a Communication Strategy:


Key Messages used to Publicize the Initiative:

Presentation to elected officials and the management team, and proper training for all personnel concerned.

Forms of Evaluation by which the Initiative will be Assessed:

  • formative
  • internal
  • external

Evaluation Completed or Community Feedback Received:


Summary of the Outcomes:

The project will be completed at the end of 2012. To date, everything is proceeding in accordance with the established objectives.

Summary of the Performance Measure Data Collected:


Economics of Policing Pillars:

Further Details:

This initiative improves the Service’s performance at no cost.

Additional Comments or Suggestions:


Record Entry Date:


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