The severe blizzard that struck Ottawa on Thursday, January 16, 2026, served as a critical real-world test for the Ottawa Police Service's (OPS) recently launched text-messaging initiative. The system, designed for non-urgent calls, proved its worth by maintaining crucial communication lines with residents during the extreme weather event.
A Busy Day for Police Communications
Between 9 a.m. on Thursday and 9 a.m. on Friday, the Ottawa Police call centre was exceptionally busy. In total, the centre issued 579 text messages to 134 individuals who had contacted police for assistance. Eric Janus, the operations manager for the police communications centre, noted that while Ottawa is always busy, the blizzard conditions created another level of demand.
The text-messaging service is specifically for follow-up on less-urgent calls for service where there is no immediate threat to life or a crime in progress. When a resident calls for such assistance, they automatically receive a text message to confirm their request has been received and is being addressed by police.
Enhancing Transparency and Reducing Uncertainty
According to Janus, the primary goals of the service are to reduce uncertainty for residents waiting for help and to improve transparency, thereby strengthening the relationship between the OPS and the community. The text communication provides a case number for reference and informs the caller that police are responding.
During the blizzard, when response times were inevitably delayed, the system played a key role in managing expectations. "Just to confirm the call was not forgotten," Janus explained. The texts would communicate any anticipated delays, providing reassurance to callers.
Gathering Public Feedback
Once a call is resolved, residents receive a link to a short, voluntary survey about their experience with both the OPS call-takers and the responding officers. Police Chief Eric Stubbs is reportedly a strong supporter of this public feedback component of the texting program.
The survey responses will be compiled and shared internally with OPS members. In the future, this accumulated data is planned for publication on the Community Safety Data Portal, allowing the public to view and interact with OPS service data.
The service has significant potential reach. Based on 2024 data, OPS handled 62,795 priority 3 calls and 211,280 priority 4 calls, many of which would likely qualify for text updates. This initiative is part of the broader OPS modernization program, which includes investments in upgraded communications technology and improved service pathways for Ottawa residents.
