Despite public satisfaction, forces need to demonstrate best use of resources

Scotland’s police receive almost 16,000 calls a day and people are generally satisfied when they call 999 or a non-emergency number. Forces recently reorganised how they manage calls but a lack of performance information means they cannot show whether the new systems are delivering the intended benefits or providing value for money.

Police call management: an initial review examines the recent centralisation of the system, looking at performance, costs, and the experiences of callers. The rise in mobile phone ownership over the past decade has led to increased calls to the police. In 2006/07 Scotland’s eight police forces received 5.8 million calls from the public, 15,900 a day, and spent £45 million managing these calls.

Audit Scotland found that up to half the 999 calls the police receive are not emergencies and people often don’t know what number to call in a non-emergency situation. More non-emergency calls to the police are now being answered than in the past. People are generally satisfied when they call the police according to a survey undertaken for the report.

Alastair MacNish, chairman of the Accounts Commission for Scotland, said more needed to be done to raise awareness of the appropriate number or service to call in a non-emergency.

“People are generally satisfied with the service but there is much uncertainty about the number to call for non-urgent enquiries. The police need to do more to understand the range of demands from callers and to improve the information they give to the public about how to make contact when it’s not an emergency,” said Mr MacNish.

The report also says there was no national strategy when the new call management systems were being established, and police forces in Scotland now have a range of different structures and systems.

Robert Black, the Auditor General for Scotland, said there was an urgent need for agreement on best practice and for consistent information that would allow forces to compare their performance.

“It is concerning that each police force has developed its own way of recording the number and types of calls, because this makes it difficult to look at the demands on the police and assess how well they are responding,” said Mr Black.

“Without clear and consistent information about police call management across Scotland, neither the Scottish Government nor the police authorities can scrutinise performance to make sure that the new systems are achieving the intended benefits and providing value for money.”