Global progressive policing

Demand, complexity and channel choice among the key challenges facing police call handling

Police call handling hit the headlines in the UK again this month, as chiefs warned daily 999 calls post-lockdown are at levels usually seen on New Year’s Eve, while the Prime Minister unveiled plans for league tables for 999 and 101 call answering times; growing demand, increasing complexity and public channel choice were key issues covered by CoPaCC’s Future Police Contact Management report (published earlier this year in partnership with Salesforce), with the following article from the report highlighting some of the main challenges.

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