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

2. Call Process
Public

3. 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, and SMS text messaging through Symposium (our ACD), so that some staff may take a phone call followed by an then another call. With this system we will also have the option to deal with SMS and 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 can help other departments also and we’ve been talking to some already on how we believe we can release resources across the Force.

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