An independent CoPaCC thematic report, commissioned by Salesforce, examining the police contact management landscape in the wake of 2020’s HMICFRS’s A Call for help report, the publication of the NPCC’s National Contact Management Strategy (NCMS) in 2019, and 12 months of COVID-19 lockdowns and legislation. The report features FoI data focusing on forces’ 999 and 101 data, digital contact, use of Single Online Home (the national digital platform) and social media. It also includes interviews with police contact centre managers, major stakeholders and national leads to identify the major emerging trends as well as challenges and opportunities.