Communications Services

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The Toronto Police Service (TPS) is looking to secure a partner, by issuing a Request for Proposal (RFP), to help modernize Communications Services. The initial project outlined in the RFP is to automate processes for 9-1-1 disclosures that are required for court. It is expected that this project is the first phase of a collaborative relationship to develop other technological improvements to enhance TPS Communications Services. TPS is particularly interested in innovative ways to respond to non-emergency calls for service, thereby improving its response to emergency calls for service.

“We receive 9-1-1 disclosure requests every day. Last year, alone, we received 6,600 requests. We have already received 3,902 requests this year and we anticipate the numbers to double, maybe triple, as a result of a recent court decision,” explained Deputy Chief of Police Shawna Coxon. “Our current process is extremely labour- and time-intensive. We designate a person to locate, retrieve and listen to the 9-1-1 audio call, redact private and sensitive information, then attach that redacted call to the redacted transcript and send to the Crown’s office so they can, in turn, share it with defence counsel.”

In October 2017, Justice David Watt of the Ontario Court of Appeal ruled in R v. M.G.T. that the Peel Region Crown attorney’s office, in conjunction with the police, should have automatically disclosed 9-1-1 calls to the accused person and that disclosure will be timed to occur at the accused's first court appearance. Before this ruling, the standard practice throughout the province was to disclose 9-1-1 calls at the request of the Crown attorney and at a date later than the accused’s first appearance.

“Taking the first step to modernize our 9-1-1 disclosure process will allow us the opportunity to understand what else is possible. Partnering with a company to design solutions to solve problems is an innovative procurement process that is a new approach for our Service,” commented Deputy Coxon. “We are particularly interested in finding innovative ways to respond to non-emergency calls so our emergency lines remain available when the public needs immediate help from police, fire or ambulance.”

The TPS is seeking a Robotic Process Automation solution that can identify and select the correct 9-1-1 calls, transcribe the audio, and attach these materials within the case file so it can be immediately disclosed.

Based on the initial and successful implementation of the first phase, TPS may engage the selected proponent for up to a three-year term with an option to extend the contract for an additional one-year term subject to funding and Board approval.

For further details on this RFP initiative, please go to the MERX website.

About Toronto Police Service

The Toronto Police Service is responsible for delivering policing services to a dynamic and diverse community. Its members, uniform police officers and civilians, are dedicated to policing in partnership with our communities to keep Toronto the best and safest place to be. Through the Transformational Task Force, the Toronto Police Service is undertaking a modernization of its services that will see policing in Toronto be where the public needs the Service the most, embrace partnerships to create safe communities, and focus on the complex needs of a large city.

For more information, contact:

Sandra Buckler, Strategic Communications at Toronto Police Service

For more news, visit

Meaghan Gray, Corporate Communications, for Sandra Buckler, Strategy Management