Hampshire Constabulary handles 10,000 extra calls

Hampshire is working with APD to help handle the 10,000 extra calls received since the launch of the Single Non-Emergency Number (SNEN) 101 in May. APD’s CORTEX technology has been installed at the Winchester control room, creating an additional 30 call handler workstations across two sites to handle the extra calls.

Nov 16, 2006
By David Howell

Hampshire is working with APD to help handle the 10,000 extra calls received since the launch of the Single Non-Emergency Number (SNEN) 101 in May. APD’s CORTEX technology has been installed at the Winchester control room, creating an additional 30 call handler workstations across two sites to handle the extra calls.

Hampshire was the first UK force to go live with the 101 number, which is expected to be fully deployed throughout England and Wales by 2008.

The CORTEX system, which works in conjunction with BT Symposium, provides a fast and efficient service to callers and helps Hampshire to fulfil its commitment to answering 40 to 60 per cent of queries within a three minute call duration. The control rooms are fronting the new public service on behalf of a 16-strong partnership, comprising the police and councils throughout the region.

Over 70 per cent of 999 calls relate to non-emergency situations such as littering, noisy neighbours and antisocial behaviour. When a call comes in, the control room operator can automatically see the identity of the call location via the APD CORTEX system.

Any previous activity connected with the telephone number received, or the address details given by the caller, will result in an automatic search of the database for previous calls for service.

For example, if a member of the public calls 101 about an abandoned car and then calls back at a later date, operators will have a record of the previous contact and the caller’s details, which saves time and offers a more involved service to the public. Calls can also be moved around between sites, a new feature for the SNEN initiative since previously it was only possible to queue calls to the two locations.

Roger Carter, Project Manager, 101 SNEN for Hampshire Police, said: “We first started working with APD Communications in 2001 when CORTEX was used to integrate radio and telephony communications in six of our individual control rooms, spread across four sites, into one purpose built control room. Since then we have been pleased with the level of service and reliability that CORTEX has provided.”

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