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999 Call Statistics between 2013-2016

Question

* Over the last four calendar years, what was the a) average b) shortest and c) longest response to a 999 call. By response I mean speaking to a 999 call handler. Can I have the data broken down for each year? If you have an automated system that takes you through to a call handler, please include that, if possible, in the total timings.

* Over the last four calendar years how many 999 have been abandoned before being answered? Can I have the data broken down for each year?

Answer

Please find the information below:

BT Operator connection to Communications Centre. 

Year

Average

Shortest

Longest

2013

4.9s

Immediate

245s

2014

7.7s

Immediate

824s

2015

10.8s

Immediate

722s

2016

7.3s

Immediate

1028s

 

Year

total abandoned (includes calls abandoned under 10s)

total abandoned (excludes calls abandoned inside 10s)

2013

2,220 (1.1%)

522 (0.2%)

2014

3,111 (1.5%)

1,817 (0.9%)

2015

4,778 (2.3%)

3,652 (1.7%)

2016

2,673   (1.3%)                                                                                        

1,499 (0.7%)

I have provided a breakdown for calls abandoned in under 10seconds and those over 10seconds.

We are not measured on calls abandoned or the rate of calls abandoned inside 10s – this is because the SLA for 999 answering nationally is to answer 90% inside 10s. A large number of the calls abandoned on 999 are inside a few seconds when people have accidently called us from their pocket etc.

Should you be comparing these figures National you may wish to take this into account.

FOI reference: 1494/16.

Date of request: 16.12.16.