This essay stresses that Scotland has developed a modular approach to training call handlers through a Call Centre which is called a Public Assistance Desk (PAD) and is a system that offers specific information for specific areas based on overall computer input. It was introduced by Lothian and Border Police and it has served to divert non-emergency calls within one Police Division by cutting back on incident reports and freeing officers to handle more frontline duties. Another modular approach is the Central Police Training and Development Authority, known as Centrex, established to improve policing with priorities emerging from the National Policing Plan. Centrex is a fairly new plan that continues to be studied in England and Wales.
This paper makes a conclusion that routing emergency calls in a police department can be compared to triaging in a hospital emergency department. It is just as important to have trained personnel in police services as it is to have trained nurses in triage. By using a computerised customer relationship management (CRM) system to channel all non-emergency calls through a single call-handling centre, Fife Constabulary in Scotland has increased the efficiency of their call-handling staff. The system uses VisionWare’s MultiVue Identification Server to provide a single view of citizen data. Based on Microsoft Biz Talk Server 2004, it adapts to other vendors and offers quick data analysis. The area covered by Fife includes 933 police officers and 416 support staff. In public sector agencies, small pockets of activity occur in limited areas. ...Show more