Contact Management Alan Todd, Assistant Chief Constable

Purpose A critical incident (CI) is defined as: ‘any incident where the effectiveness of the police response is likely to have a significant impact on the confidence of the victim, their family and/or the community’

The challenge  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 (1%) calls waited over 2 minutes to be answered by police. 999 Calls ‘Abandoned’ UP 14% Impact on 101

Why? Rising Demands on Policing Reduced Capacity of Partners 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 Increased public vigilance re CT/Safeguarding/Social Media/Fraud Staffing models, business processing and technology not keeping pace with demands   101 successfully branded, but partners have stepped away It’s sunny! It’s coming home!

Quality Assurance and Risk Mitigation Chief Officer scrutiny/Gold group Demand Analysis – In depth understanding? Demand Management 999 –v- 101 Public Awareness – 999 Liaison Committee - DCMS Digital Public Contact – Single Online Home/Transactions/Contact/Social Media 

What’s Next? We need to work together through NCMSG Agree the need for Nationally agreed analysis and performance data to inform decision making – based on National Good Practice & Home Office Research. Contribute to and agree an updated National Strategy for Contact Management; work ongoing via NCMSG Negotiation of new 101 Contract not that far away to compliment Digital Public Contact/Single Online Home Platform

NPCC Lead ; alan.todd@psni.pnn.police.uk Contact Management NPCC Lead ; alan.todd@psni.pnn.police.uk Alan Todd, Assistant Chief Constable