Description: OPS_BLK_ENG






30 July 2012



Executive Director, Ottawa Police Services Board



Chief of Police, Ottawa Police Service








That the Ottawa Police Services Board receive this report for information.




The Ottawa Police Service monitors and evaluates information on a variety of performance metrics.  The Service also contributes data to a number of local and provincial initiatives, including the Ontario Municipal Benchmarking Initiative (OMBI) and the Municipal Performance Measurement Project (MPMP).  As part of a cooperative effort in sharing performance data, performance indicators are first presented to the Board then forwarded to the City of Ottawa for inclusion in its Quarterly Performance Reports.




As part of our commitment to measuring performance, the Ottawa Police continues to work with the City by providing selected metrics to be included in the quarterly performance reporting framework, including:


§  Total calls for police service;

§  Emergency response calls for service (Priority 1);

§  Response performance on Priority 1 calls (on-scene in 15 min, 90 percent of the time);

§  Service time (citizen-initiated, mobile response calls); and,

§  Number of Criminal Code Offences per sworn officer.


This information has been regularly provided to the City’s Performance Measurement Branch.  The measures are also included in the annual OMBI report and as part of the Ottawa Police performance measurement framework launched in 2008


A new process for classifying calls for service came into effect 18 June 2012.  The Call Response Protocol was updated to improve service to the community, while allowing for a clear definition of call priorities, more efficient use of resources, and promoting coordinated efforts between the Communication Centre and Patrol. 


In general, this information has been regularly provided to the City’s Performance Measurement Branch.  The measures are also included in the annual OMBI report and as part of the Ottawa Police performance measurement framework launched in 2008.  Second quarter metrics are now presented to the Board prior to being compiled with other city data for Council.


Total Calls for Service – All Priorities


The Ottawa Police receives an average of 376,000 calls for service annually. Last year, the number of calls grew to over 390,000. The increase was driven by an 18 percent rise in the number of alternative response calls handled by the Ottawa Police.

Through two quarters this year, the service received more than 190,000 calls, in line with levels from the previous year. After growing by 2% or 2,000 calls in the first quarter, the Ottawa Police received 1,000 fewer calls between April and June.



Emergency Calls for Service (Priority 1)


Priority 1 calls, otherwise known as emergency response calls, are characterized as crimes in progress or life threatening situations. In the past five years, the number of emergency calls has risen four percent to over 76,000 calls in 2011.


In the second quarter, between April 1 and June 17 (the day before the call path changes were implemented), the Ottawa Police Service received 15,909 emergency calls for service. Compared to the same time period last year, calls for service declined by 1,164 (-6.8%). On average the police service received 204 Priority 1 calls per day in Q2, down from 219 in 2011.





Priority 1 Response Performance


The Ottawa Police aims to respond to Priority 1 calls for service within 15 minutes 90 percent of the time.  For the past five years response performance has fluctuated between 87 to 90 percent.  Call volume, travel time, and available resources most influence police response. 

In the second quarter, response performance rose by nearly a full percent (87.8%) compared to results achieved last year.  The results captured for the second quarter only include call volume until June 17. As highlighted above, the service implemented a new call response protocol on June 18, which has improved the manner in which calls are prioritized.



Service Time (Citizen-Initiated, Mobile Response Calls)


Service Time refers to the cumulative amount of time (hours) officers spend responding to and dealing with calls for service from the public. The service time metric is used for operational planning and deployment of personnel.  Seasonally, reactive workload fluctuates throughout the year, with variations in climate influencing call volume and criminal behaviour.  

After rising by two percent in the first quarter (1,000 hours), service time declined by a 2,000 hours in the second quarter. Year to date, service time levels are comparable to the previous two years with roughly 140,000 of time spent responding to, and managing, calls for service from the public.



Number of Criminal Code Offences Handled per Police Officer


The number of reported Criminal Code of Canada incidents prorated over the number of sworn personnel is one indication of workload.  This, of course, does not capture the entire scope of police operations, including proactive initiatives, assistance to victims of crime, traffic enforcement/Highway Traffic Act violations, street checks, and other community and public safety activities.

In the second quarter of 2012, the number of Criminal Code offences per officer rose by two percent to 7.3 offences per officer. The increase was driven by nearly 200 additional offences during this time period with the sworn complement remaining constant.




The performance metrics presented this report and subsequently forwarded to Council are part of the Performance Measurement Framework developed with the assistance of a citizens’ advisory panel.  The metrics are also reported to the public by way of the Ontario Municipal Benchmarking Initiative (OMBI).




There is no financial impact from this report.




The Board will continue to receive quarterly performance updates as part of the performance measurement framework contained in the 2010-2012 Business Plan.  The Planning, Performance & Analytics Section will begin incorporating elements of the Balanced Scorecard reporting tool deployed by the City over the coming year.  As well, Ottawa Police representatives will continue to serve on the OMBI Police Expert Panel, the national Police Information and Statistics (POLIS) Committee, and other venues that contribute to the ongoing discussion, improvement, and transparency of police performance measures. 


(Original signed by)


Charles Bordeleau

Chief of Police