WIXLIB

Back to TopContact ManagementAlan Todd, Assistant Chief Constable

Purpose To inform CCs of the current issues and associated risks acrossContact Management in UK Policing. UK Policing currently operates 2 National systems – 999 EmergencyNumber – 101 – Non-Emergency Number Both systems have been under pressure for some time and thiscontinues to increase.

Indicators Indicators: 999 Call Volumes UP circa 5% year on year for several years. 999 Call Waiting Times (12 second Target) – In May 2018, over9000 calls waited over 2 minutes to be answered by police. 999 Calls ‘Abandoned’ UP 14% 999 Usage –v- Emergency Call Grading – System Misuse 101 Call Volumes up year on year for several years 101 Call Waiting Times (various targets) – Wide range of averageanswering times Unintended Outcomes Callers rushed off the call Important details missed

To highlight some of the contributoryfactors. Rising Demands on Policing – increasing crime and increasingvulnerability/concern for safety Reduced Capacity of Partners – displaced demand to policing Increased complexity of calls for service – longer call times Reduced staffing/increased staff turnover due to Budget Cuts Increased use of Contact Management to assess vulnerability(THRIVE) and also resolve calls for service ahead of deployment. Increased use of Mobile Devices/New Technology in a Digitallyconnected world – Ecall/TapSOS etc. Increased public vigilance re CT/Safeguarding/Social Media/Fraud Good weather Staffing models, business processing and technology not keepingpace with demands

To propose Quality Assurance andRisk Mitigation Chief Officer scrutinyDemand Analysis – In depth understanding?Demand Management999 –v- 101Public Awareness – 999 Liaison Committee - DCMSDigital Public Contact – Single OnlineHome/Transactions/Contact/Social Media

To look to the future. Agree the need for Nationally agreed analysis andperformance data to inform decision making – based onNational Good Practice & Home Office Research. Contribute to and agree an updated National Strategyfor ContactManagement with accompanying Principles and Practice Approve the Negotiation of new 101 Contract tocompliment DigitalPublicContact/Single

Back to TopContact ManagementAlan Todd, Assistant Chief Constable

Purpose To inform CCs of the current issues and associated risks acrossContact Management in UK Policing. UK Policing currently operates 2 National systems – 999 EmergencyNumber – 101 – Non-Emergency Number Both systems have been under pressure for some time and thiscontinues to increase.

Indicators Indicators: 999 Call Volumes UP circa 5% year on year for several years. 999 Call Waiting Times (12 second Target) – In May 2018, over9000 calls waited over 2 minutes to be answered by police. 999 Calls ‘Abandoned’ UP 14% 999 Usage –v- Emergency Call Grading – System Misuse 101 Call Volumes up year on year for several years 101 Call Waiting Times (various targets) – Wide range of averageanswering times Unintended Outcomes Callers rushed off the call Important details missed

To highlight some of the contributoryfactors. Rising Demands on Policing – increasing crime and increasingvulnerability/concern for safety Reduced Capacity of Partners – displaced demand to policing Increased complexity of calls for service – longer call times Reduced staffing/increased staff turnover due to Budget Cuts Increased use of Contact Management to assess vulnerability(THRIVE) and also resolve calls for service ahead of deployment. Increased use of Mobile Devices/New Technology in a Digitallyconnected world – Ecall/TapSOS etc. Increased public vigilance re CT/Safeguarding/Social Media/Fraud Good weather Staffing models, business processing and technology not keepingpace with demands

To propose Quality Assurance andRisk Mitigation Chief Officer scrutinyDemand Analysis – In depth understanding?Demand Management999 –v- 101Public Awareness – 999 Liaison Committee - DCMSDigital Public Contact – Single OnlineHome/Transactions/Contact/Social Media

To look to the future. Agree the need for Nationally agreed analysis and performance datato inform decision making – based on National Good Practice &Home Office Research. Contribute to and agree an updated National Strategy for ContactManagement with accompanying Principles and Practice Approve the Negotiation of new 101 Contract to compliment DigitalPublic Contact/Single Online Home Platform

Indicators: Indicators 999 Call Volumes UP circa 5% year on year for several years. 999 Call Waiting Times (12 second Target) - In May 2018, over 9000 calls waited over 2 minutes to be answered by police. 999 Calls 'Abandoned' UP 14% 999 Usage -v- Emergency Call Grading - System Misuse