SFS Annual Report 2025

Overview J Surrey Fire Regional Dispatch Centre provides emergency and non-emergency dispatch services to more than 50 communities across British Columbia representing 25% of the province’s population in Metro Vancouver, Capital Regional District, Regional District of Nanaimo (RDN), Squamish Lillooet Regional District (SLRD), and the Columbia Shuswap Regional District (CSRD). J Surrey Fire Regional Dispatch Centre provides after-hours public works call-taking and dispatching to eleven municipalities in the Lower Mainland and CSRD. The centre also handles after-hours bylaws and public works calls for the City of Surrey. evolved, with our technology, team, and services specifically tailored to meet the needs of fire crews throughout the province. J Our operators are highly skilled and are well-equipped to address the requirements of our services, ranging from high call volume urban centres to rural volunteer departments. They consistently meet the National Fire Protection Association (NFPA) standards for emergency call processing year after year. J Since 1975, Fire Service dispatching services have

J Pilot an AI powered chatbot to manage non emergency calls, enhancing staff capacity to prioritize emergency response and maintain the highest standard of call taking and emergency support. J Initiate the adoption of Vector Solutions’ Quality Assurance (QA) Tracker and Training Management software to strengthen compliance, streamline training workflows, and enhance consistency and performance monitoring within the Surrey Fire Regional Dispatch Centre. J Advance the implementation of the new Computer Aided Dispatch (CAD) system to modernize dispatch operations and enhance the integration of emerging technologies. J Complete required hardware upgrades and finalize the transition of backup fire dispatch J Surrey Fire Regional Dispatch follows the NFPA standards for its performance measurements and targets: J 90% of events received on emergency lines shall be answered within 15 seconds, and 95% of events shall be answered within 20 seconds. J The 2022 NFPA 1225 standard dictates that emergency event processing for the highest prioritization level emergency events shall be completed within 60 seconds 90% of the time. J Individual Operator call handling performance as a percentage compared to NFPA target. operations to Firehall 10, improving functionality, accessibility and overall usability of the space..

2026 Initiatives

Target & Measures

44 CITY OF SURREY