North Yorkshire Police, which has repeatedly been criticised over the length of time it takes to answer phone calls, has been praised for a dramatic cut in the delays.
A report by North Yorkshire’s police, fire and crime commissioner Julia Mulligan reveals that between July 12 and August 11 there were 19,061 calls to the force’s non-emergency 101 line, which took on average five minutes and eight seconds to be answered.
The document reveals more than a quarter – 26.9 per cent – of the calls were abandoned.
The following 31 days saw a similar 101 demand on the force’s control room with 18,239 calls, but saw the calls answered in three minutes and five seconds on average, with 16.3 per cent of calls abandoned.
The report also reveals that despite the force facing the highest volume of 999 calls since August 2009 this summer, average 999 call answering times fell from 17.8 seconds to 14.3 seconds over the past two months.
The sudden improvcment has been linked to changes in police control room shift patterns.
The report states analysis of call data had shown 101 call volumes peak at midday and decrease from 4pm to midnight, while 999 call volumes steadily increase throughout the day until 11pm.
However, the previous shift pattern meant the right number of staff were unavailable at the right time to manage high call volumes.
The report states further work to improve answering times was ongoing. It added: “The new shift pattern went live on August 12, and so has had very little time to fully embed.
“With only four weeks of call handling performance data available after the shift change, it isn’t possible to fully understand the impact on performance and service delivery to the public.”
Following the average 101 call waiting time hitting three minutes, 35 seconds in August 2017, and the force facing an unprecedented volume of calls the commissioner introduced major changes to the force Control Room, creating space for extra staff and a training room. More than 70 extra staff were also taken on.
Last year Cllr Les said he was not satisfied with changes to the force’s 101 service, which was launched after the force saw more than 100 calls a day abandoned.
Speaking ahead of the panel considering the impact of the shift changes, Cllr Les said: “We welcome this improvement.
“This is something the police and crime panel has been asking for for a number of years following concerns expressed to us by members of the public.
“The issue has been raised to me at a parish council this week and even 16 per cent of calls being abandoned is too much. I am sure the commissioner will continue to work for further improvements.”
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