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101 Calls - Statistics

Question

I would like to receive information regarding calls received by the force via the 101 service.

In particular I would like to receive the following:

  1. The number of calls made to the force via 101 for each of 2012/13, 2013/14, 2014/15 and so far in 2015/16.
  2. The average time it takes for a 101 call to the force to be answered for each of 2012/13, 2013/14, 2014/15 and so far in 2015/16.
  3. The number of 101 calls made to the force via 101 that were abandoned for each of 2012/13, 2013/14, 2014/15 and so far in 2015/16.

Answer

Please find the details in the below table:

 

 

2012/13

2013/14

2014/15

2015/16

(to date)

Number of   101 calls

711,464

758,733

792,668

586,385

Average time to be answered

18 seconds

18 seconds

58 seconds

1 minute 30 seconds

Number of calls abandoned (after waiting 1 minute)

21,379

8,813

43,970

43,596

 

You will notice that the time taken to answer non-emergency 101 calls has increased. This can be attributed to the implementation of a new way of managing calls. The Communications Department has embedded the new ways of working around vulnerable victim identification and referral and improved public service in crime recording and intelligence submissions. The implementation of a First point of contact switchboard on the non-emergency line from October 2014 has enabled us to better manage and actively resolve call demand and customer expectations.  The primary 101 line deals with approximately two thirds of all 101 calls at first point of contact. Switchboard operators offer advice and signposting to actively resolve public requests for service.  The secondary 101 line operates where more complicated and detailed responses or referrals are required by fully skilled call handlers. We are continually reviewing this to ensure we deliver a good quality service to the public and we have implemented a “Quality Assurance tool” to assess call handling quality across teams and individuals. 

The number of police staff versus police officers based in the Communications Department has increased. Alongside this has been a programme of training, ensuring staff are multi-skilled and better equipped to deliver improved public service at first point of contact. Resourcing the Communications Centre with police staff ensures as many trained police officers are released for front line duties which includes responding to 999 and 101 calls.

FOI Reference: 115/16