101 Calls - 915/16
Dated: 29 Sep 2016
Provision of information held by Northumbria Police made under the Freedom of Information Act 2000 (the 'Act')
Thank you for your e mail dated 16 August 2016 in which you made a request for access to certain information which may be held by Northumbria Police.
As you may be aware the purpose of the Act is to allow a general right of access to information held at the time of a request, by a Public Authority (including the Police), subject to certain limitations and exemptions.
1. For each month from and including July 2014 up to and including July 2016 please provide, for non emergency calls:
a) The number of calls answered?
b) The number of calls answered within 30 seconds?
c) The number of calls answered within 30 to 60 seconds?
d) The number of calls answered within 60 to 90 seconds?
e) The number of calls answered within 90 to 120 seconds?
f) The number of calls answered over 120 seconds?
g) The number of dropped calls (e.g. where the caller has abandoned the call whilst waiting for it to be answered)?
g) The average wait for a call to be answered?
h) The longest wait for a call to be answered?
Please provide a breakdown of the figures per month for each sections of this question.
We have now had the opportunity to fully consider your request and I provide a response for your attention.
Following receipt of your request, searches were conducted with the Communications Department of Northumbria Police. I can confirm that the information you have requested is held by Northumbria Police.
I am able to disclose the located information to you as follows.
As 101 is a mechanism (easy to remember number) for members of the public to contact their local police, the data provided is based upon non-urgent calls which have been delivered into the Northumbria Police network via 101 and our 3 delivery numbers, as opposed to information obtained from the 101 service. ( The 101 service is an automated system which would not give a true reflection of non-urgent calls presented to a contact handler, for example a caller could ring 101, connect to NP, then elect an option which would redirect the call avoiding the control room.
Our contact handling management system does not give the intervals as per the request, so the information has been provided using our management reporting time intervals which are:-
00 - 10 Seconds
11 - 30 Seconds
31 - 40 Seconds
41 - 60 Seconds
Please note monthly data for July 2014 is now out of searchable date range so we are unable to provide for that period of time.
If you decide to write an article / use the enclosed data we would expect that you to take into consideration the factors highlighted above so as not to mislead members of the public or official bodies or misrepresent the relevance of the whole or any part of this disclosed material.
Taking all the above into consideration please see the below which is the closest way we can offer a response to your request.
Due to the different methods of recording information across 43 forces, a specific response from one constabulary should not be seen as an indication of what information could be supplied (within cost) by another. Systems used for recording these figures are not generic, nor are the procedures used locally in capturing the data. For this reason responses between forces may differ, and should not be used for comparative purposes.
The information we have supplied to you is likely to contain intellectual property rights of Northumbria Police. Your use of the information must be strictly in accordance with the Copyright Designs and Patents Act 1988 (as amended) or such other applicable legislation. In particular, you must not re-use this information for any commercial purpose.