1. Contact Management
Alan Todd, Assistant Chief Constable

2. 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’

6. 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

7. 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!

8. 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 

9. 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

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