Call Management & Communications Department Full Police Authority Meeting 15 February 2006 C/Supt. Bob Spencer

Call Process Public

Actions Taken Systems Updated Processes Reviewed Training - Investment - Quality - Improved - Staff Delivered ‘Ready for Action’ Staffing Levels Remained Static for 4 Years Consultation - Internal / External (IAG) During 2006 we hope to ‘blend’ telephone calls, email and SMS text messaging through Symposium (our ACD), so that some staff may take a phone call followed by an email then another call. With this system we will also have the option to deal with SMS and Email during our less busy times. With a communications strategy and demand management strategy linked together we should be able to shift some demand away from the telephone to channels that we can deal with on a more leisurely basis. By managing our demand more effectively we plan to be able to deal with more calls and, with better trained staff ensure less gets out to the BCU’s to deal with. Automated email can help other departments also and we’ve been talking to some already on how we believe we can release resources across the Force.

Call Management & Communications Department Full Police Authority Meeting 15 February 2006 C/Supt. Bob Spencer