Emergency Services Telecommunications Authority (ESTA) is a statutory authority providing Victoria’s 24-hour emergency call-taking and dispatch services for police, fire, ambulance and VICSES. ESTA also manages the provision of advanced operational communications for Victoria’s emergency services.

These operational communications support police, fire, ambulance and VICSES personnel via the Metropolitan Mobile Radio Service (MMR), the Mobile Data Network (MDN) and the State-wide Emergency Alerting System (EAS).

ESTA is seeking consultancy service for a user journey review of the services it provides. The review will deliver a clear depiction of the experiences of a range of stakeholder groups when they interact with ESTA’s emergency communication services. A key findings and recommendations paper based on this analysis is required, including a ‘conceptual’ future user journey map that depicts the potential user journey should recommendations be implemented.