A Study of a U.K. Police Call Centre

摘要

This paper reports on consultancy carried out by the authors into the handling of emergency and 'non-emergency calls from the public by one of the forty-three police forces in England. The key outcome was a series of findings which pointed to police call handling being affected more by human than by technological issues. These findings were presented to the Barfordshire Chief Constable (head of the Barfordshire police force) as a list of clear actions to be undertaken, and have been accepted as key to the effective performance of the Barfordshire Police Call Centre.