Average call times - 1197/21

Date Responded 16 September 2021

Provision of information held by Northumbria Police made under the Freedom of Information Act 2000 (the 'Act')

As you may be aware the purpose of the Act is to allow a general right of access to information held at the time of a request, by a Public Authority (including the Police), subject to certain limitations and exemptions.

You asked:

101 service standards.

  1. Can you confirm what the average waiting time was Sept 2 2021.
  2. Also average waiting times during normal office hours for the last 6 months on a monthly or whatever method you use to monitor these stats.
  3. Are you satisfied with these service standards and if not what action have/are you taking to improve service i.e. extending working hours, training more personnel.

In Response:

1. 09:51

2. Data is not held by ‘normal office hours’, therefore we have provided data at this point as it is actually held.

Aug-21

05:40

Jul-21

09:44

Jun-21

02:04

May-21

01:00

Apr-21

00:51

Mar-21

00:54

 

3. An extensive plan is currently in place to improve capacity to meet service levels.  This includes:

  • Diversion to self-service digital reporting’s.
  • Overtime being offered to cover core demand periods.
  • Extensive recruitment campaign which commences 6 September.
  • Further external  messaging to educate the public on only using 999 in an emergency.

Disclaimer

Due to the different methods of recording information across 43 forces, a specific response from one constabulary should not be seen as an indication of what information could be supplied (within cost) by another. Systems used for recording these figures are not generic, nor are the procedures used locally in capturing the data. For this reason responses between forces may differ, and should not be used for comparative purposes.

The information we have supplied to you is likely to contain intellectual property rights of Northumbria Police. Your use of the information must be strictly in accordance with the Copyright Designs and Patents Act 1988 (as amended) or such other applicable legislation. In particular, you must not re-use this information for any commercial purpose.

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