The Commissioner is concerned about the performance of 101, and whilst the service is very good when members of the public speak to call handlers, it can take too long to get through to speak to someone. The technology surrounding 101 can also be complicated with voice recognition software not always easy to use.
Following regular feedback and concern from the public across North Yorkshire, Julia commissioned an independent report to review the current system. A Review of First Contact Customer Experience provided by North Yorkshire Police
That report found
- One in seven people (14 per cent) of people using 101 to report an incident or concern abandoned their call to the service – with callers typically waiting more than a minute for their call to be answered.
- At ten per cent, the rate of abandoned calls in North Yorkshire for callers who have waited more than a minute is twice as high as the police’s own national target of five per cent.
- Awareness of the 101 number was higher in North Yorkshire than it is nationally – with 45 per cent of residents knowing the force’s non-emergency number is 101 (compared to 37 per cent nationally) and 38 per cent of residents saying they know to dial 101 in a non-emergency situation (compared to 30 per cent nationally).
- 75 per cent of callers were either extremely satisfied or very satisfied with the call handler.
- The public wanted more feedback from the police after reporting an incident or passing on information.
As a result, the Deputy Police and Crime Commissioner is now working with the new Deputy Chief Constable to ensure the 101 service improves. Together they will be looking at:
- Staffing levels and staffing structures, to make sure the control room is suitably resourced to meet the needs of the public
- Improvement and investment in technology to cut waiting times
- Upgrading voice recognition software to make the system easier to use
- Develop a public performance dash board
This page will be kept updated as plans progress, but if you have any questions please call the Commissioner’s office on 01423 569562.