Delivering next generation emergency services

By combining a relevant response with clearly set expectations, and following up with technology which could include an SMS message to update incident status, forces can boost customer satisfaction while also ensuring efficient use of local and regional resources by maintaining central control and visibility argues George Godliman, managing director of Fortek Computers, specialists in IT solutions for the emergency services.

As the public perception of the police in England and Wales continues to fall, a considerable number of forces are turning their attention away from government targets to focus on improving customer service.

By transforming the command and control function to deliver not only emergency response, but also relevant local policing based on clearly defined customer expectations, forces can rapidly improve public perception.

This shift in policy can only be enabled by empowering major control centres with in-depth crime and incident information. It is comprehensive history, by person, address, location or vehicle, that will enable call handlers to deliver the most appropriate response – from emergency dispatch in response to a repeat event, to booking a visit from a local officer at a later date.

Poor perception

Public satisfaction with the work done by the police has fallen dramatically in the last decade, according to a new report from the Institute for Public Policy Research (IPPR). It reveals that the proportion of people who said the police do a ‘good or excellent job’ fell from 64 per cent in 1996 to just 48 per cent in 2005.

The report claims public confidence is low and the police are not felt by the public to be sufficiently responsive. Critically, people who have been victims of crime in the last year rate the police lower than those who have not been a victim of crime. Only 41 per cent of victims say the work the police do is ‘good or excellent’ compared to 52 per cent of non-victims.

Obviously, there is a clear need to transform both public perception and on the ground experience. Many forces are now embarking upon new initiatives to drive up customer service and enable far more relevant responses to incidents of crime or potential crime. They are also looking to increase the visibility of local policing without losing the operational control and information sharing provided by the major control centres.

Measured response

One of the key requirements for improving customer perception is to set expectations.

Today, the public has little idea whether or not to call 999 and what response to expect: should a 999 call demand an immediate response, a follow-up visit later in the week, or simply a call or text to provide an update on the incident?

It is by setting realistic expectations when the initial call is received and then delivering the reliable, relevant response that the police can begin to build stronger relationships with the public.

But this can only be achieved if the initial contact with the public is improved. Command and control operators need to be provided with far more information to enable the most appropriate response.

Indeed, by evolving the command and control system to focus not only on emergency response, but as a key customer service touch point, forces can transform their interaction with the public and deliver a relevant response that meets customer expectations.

By drawing information from diverse sources, including the incident log and crime information system, command and control can make the initial contact a more informed and productive experience for both police and customer.

When a call comes in, the latest systems will provide not just the name and address of the caller, based on caller identification technology, but also information on recent calls, crimes committed both at that address and in the vicinity and highlight instances of repeat victimisation.

This enables operators to deliver the mos