Contact Management Alan Todd Assistant Chief Constable Purpose

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

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