North Yorkshire improves emergency calls efficiency

North Yorkshire Police (NYP) has implemented the QlikView  (right)
in-memory analysis and reporting solution from ­QlikTech, to help their
control room staff process emergency calls more efficiently.

Jun 28, 2007
By David Howell

The new technology will enable officers to improve their response time to emergency calls as well as improving the overall efficiency of the control room itself.

QlikView allows NYP to analyse the overall performance of the control room, and to determine how quickly emergency calls are handled. This helps the department to ensure that the emergency services are despatched to high-priority calls as quickly as possible.

The analysis of incoming calls enables NYP to drill down into the data and extract information that can be used to further improve their response time. The data captured includes number of calls, call duration and how each call is logged.

The software can also monitor how each operator performs and how the time of day affects their ability to handle each call efficiently.

With this data in hand, NYP can identify key areas where the control room would benefit from improving and can take steps to rectify any problem areas.

Superintendent Dave Coutts at NYP, said: “Efficiency in answering and responding to calls is essential to the effective operation of the police force. It was therefore essential that we find a cost-efficient solution that would speed up the process substantially.”

Simon Thorp, Managing Consultant, Avail, the management consultancy that carried out the project, adds: ”We recommended that NYP implement QlikView because it would integrate seamlessly with its current systems, enabling the control room to operate without disruptions and meet demands of quality of data, flexibility and usability.

“QlikView is fast to implement and easy to use, and requires little preparation or training.”

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