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999 and 101 Call Statistics Between 1st Jan 2016-30th June 2017

Question

1)    Please state the number of

a)    999 calls

b)    101 calls

received by your force’s control room from January 1st 2016 to 30th June 2017. Please break the number of calls down by calendar month.

2)    Please state the number of

a)   999 calls

b)   101 calls

that were abandoned or terminated before being answered by an operator in your force’s control room from January 1st 2016 to 30th June 2017. Please break the number of calls down by calendar month.

3)    Please state the waiting time targets for your force for

a)    999 calls

b)    101 calls

4)    Please state the number of

a)  999 calls

b)  101 calls

that breached your force’s waiting time targets from January 1st 2016 to 30th June 2017. Please break the number of calls down by

calendar month.

5)    Please state the 95th percentile waiting time for

a)  999 calls

b)  101 calls

received by your force’s control room. Please provide information from January 1st 2016 to 30th June 2017. Please break the

number of calls down by calendar month.

6)    Please state the number of

a)  999 calls

b)  101 calls

your control room received from outside you force area. Please provide information from January 1st 2016 to 30th June 2017.

Please break the number of calls down by calendar month.

7)    Please provide a copy of your forces guidance for answering calls from outside your force area. Please include a copy of any guidance explaining why your force might receive these calls.

Answer

Please find the requested information for questions 1, 2, and 4 in the tables below.

101                              

 

 

 

 

Q1

Q2

Q4

Record Date (mm/yyyy)

Number Received (Sum)

Number Abandoned (Sum)

Answered Over Threshold (Sum)

01/2016

48905

4999

13643

02/2016

52256

7248

17295

03/2016

53552

6687

16648

04/2016

51788

2837

10043

05/2016

57649

6095

16668

06/2016

57381

5775

14767

07/2016

59498

5855

14473

08/2016

58173

6576

14083

09/2016

56526

6648

13438

10/2016

52228

2957

7189

11/2016

49525

1840

5698

12/2016

45907

1641

4410

01/2017

49836

2077

6584

02/2017

47233

1957

5799

03/2017

55021

2649

7627

04/2017

51639

2726

8136

05/2017

57262

3536

11271

06/2017

58384

3820

11921

Sum:

962763

75923

199693

 

 

 

 

Emergency                        

 

 

 

 

Q1

Q2

Q4

Record Date (mm/yyyy)

Number Received (Sum)

Number Abandoned (Sum)

Answered Over Threshold (Sum)

01/2016

17067

213

1800

02/2016

16798

162

1733

03/2016

17327

116

1697

04/2016

17133

145

1166

05/2016

19638

190

1816

06/2016

19864

192

2340

07/2016

21844

232

2341

08/2016

21886

268

2585

09/2016

19845

183

2382

10/2016

18719

153

1474

11/2016

16642

148

818

12/2016

17786

139

712

01/2017

16260

119

581

02/2017

15715

111

624

03/2017

17980

133

868

04/2017

18681

128

900

05/2017

20226

131

1200

06/2017

21029

172

1461

Sum:

334440

2935

26498

With reference to question 3, the waiting time targets are:

90% of all 999 calls answered within 10 seconds and an abandonment rate below 5% for 101 calls.

Currently the year to date figure for 999 calls answered within 10 seconds stands at 93.1%.  The year to date figure for the abandoned rate on the 101 line stands at 8.2%. We are in the height of seasonal demand at the present time so call volumes are high. The average time taken to deal with a 101 call has increased by 2mins 45s since 2013. This is a consequence of improved ways of working by offering a fuller service and delivering more at first point of contact. However, this has led to an increase in the number of 101 callers who abandon their call to us. In the last 18 months we have worked hard to improve the service we provide and have seen improvement in the call answer rates on both emergency and non-emergency lines and a reduction in the abandon rate of callers year on year. We will improve upon this further and have measures in place to ensure this is achieved and sustained.

With reference to question 5, please note that the Freedom of Information Act allows a right of access to recorded information. For the purpose of the Act, information that is already recorded or documented at the time of the request can be disclosed (subject to any applicable exemptions). Information will not be held for the purposes of the Act where it relates to, for example, understanding, knowledge and opinion and is not recorded.

There is no obligation for the constabulary to create information to satisfy a request. In this instance we would need to calculate a percentage, therefore create an answer to your question. As such the information requested is not recorded as new information would be created in order to answer this question.

Q6. A figure for the total number of calls transferred is not recorded.

Q7. The specific information you have requested in this question is not held. There is no specific guidance for answering calls from outside of the force area.

FOI reference: 841/17.
Date of request: 11.07.17.