Report Summary
This report provides members of the Scottish Police Authority Policing Performance Committee with an overview of Police Scotland’s response to public contact and to provide an insight into improvement activity, including delivery against key public contact commitments in the Chief Constable’s 3-year business plan.
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Meeting
The publication discussed was referenced in the meeting below
Policing Performance Committee - 10 December 2024
Date : 10 December 2024
Location : online
National 101 Working Group
A national 101 Working Group is currently set up specifically tasked by the Home Office to progress the possibility of publicising 101 data similar to 999 data. Initial agreement is to publish 101 Call Volume and 101 Average Speed of Answer (Mean). Police Scotland have provided a full breakdown of Police Scotland’s incoming call data for 2023 and 2024 for this purpose. This data reflects all incoming contact to the Police Scotland Service Centre.
It is anticipated that access in the first instance to this data will be made available internally to Forces for benchmarking purposes via the Digital Public Contact Knowledge Hub. This was scheduled for July this year with external publication to be considered thereafter, however, a decision remains awaited following the new Ministerial postings.
The proposed areas for discussion at the next 101 Working Group relates to “Abandoned Calls” (Discontinued/Dropped) and “Repeat Callers”. Police Scotland Service Centre Senior Management are members of this Working Group and are actively engaging with the first meeting taking place on Thursday 13 November.
