Discontinued Calls (also referred to as Dropped Calls)

232,912 calls (29%) of callers where Option 4 was selected discontinued their call in the current year to date which is 41,894 calls (4%) less than last year and remains within the annual average of 25-30% experienced since 2020. Prior to the introduction of the Contact Assessment Model and use of the THRIVE assessment, Police Scotland experienced a discontinued rate of 5% (52,809 calls) for the same period. The introduction of the THRIVE assessment led to a significant increase of 5 minutes for the average time it takes to handle a call. This in effect means that on average a call handler handles less calls but provides a better quality of service to each caller. The impact is therefore notable on the number of discontinued calls as callers wait longer for their call to be answered. However, as indicated, the caller benefits from an improved service with each response tailored to their needs with our Service Advisors taking time to ensure that any risks or vulnerabilities are identified at first point of contact.

During October 2024, 56.4%, a total of 16,341 calls of those who discontinued their call disconnected within the first 2 minutes. Of noting is that of the 29% who discontinued their call in October, approx. 3,515 (12.6%) elected to utilise our online Contact Us facility. Use of our Contact Us email facility has seen an increase year to date of 1,296 emails (1.1%). The table below demonstrates that discontinued calls increase where our call volumes increase and in particular the 999 calls.

GRAPH IN PAPER - CALLS RECEIVED V ABANDONED

Due to limitations in current technology, it remains challenging to understand the granular detail of our discontinued calls and what the actual calls relate to. Work is ongoing within the Force’s Modernised Contact and Engagement Programme, supported by our Service Design Team, to further analyse our call data which will help inform and influence this failure demand work until such time that enhanced technology is implemented through the Unified Communications and Contact Platform (UCCP). As indicated delivery of this technology is due in August 2025.

Police Scotland continue to monitor and review processes in order to identify any improvements which will assist in reducing our average speed of answer and improve our service to the public however it is clear that significant benefits will only be realised following the implementation of the new technology in August 2025 via the Unified Communications and Contact Platform (UCCP) Project, and work is ongoing to ensure these benefits are maximised upon implementation.