HM Inspector of Constabulary in Scotland recommends that Police Scotland clarify the service the public can expect to receive when they call the police in a non-emergency situation.
Police Scotland should create and publish details of the service the public can expect to receive when they contact the police about a non-urgent matter, HMICS has said today (Monday, 21 July, 2014).
In addition clear guidance should be given to those working in Police call centres about the level and quality of service they should provide to the public. Police Scotland should also develop and publish performance information on how these service standards are being met.
The Review of Legacy Inspection Recommendations is issued today (Monday, 21 July 2014) by HMICS. The review assessed whether the single police service has implemented historical recommendations made in HMICS thematic inspection reports dating back to 2008.
In its findings published today, HMICS notes that all activity stemming from the previous reports has either been implemented or is being taken forward effectively by Police Scotland. Of the nine historical recommendations, inherited by the new police service in April last year and covered by this review, only one, relating to call handling, has been refreshed for further action.
HM Inspector of Constabulary in Scotland Derek Penman said: "We welcome the progress made by Police Scotland in taking forward the recommendations identified from our previous inspections. This shows a real commitment to continuous improvement".
"However, given the major changes to call handling arrangements across Scotland and the rationalisation of Police control rooms; we believe that information on the level of service that the public can expect to receive in relation to call handling should be developed by Police Scotland and made available publicly".
"We recommend that Police Scotland create and publish details of the service that members of the public can expect to receive when they call the police. This should be supported by clear internal guidance which focuses on quality of service. Police Scotland should also develop and publish performance information on how these standards are being met".
Mr Penman added: "The service standards should contain enough detail for the public to understand what Police Scotland can and cannot do in various circumstances".
"We believe these steps will assist in managing public expectation, maintaining public confidence and will provide opportunities for the scrutiny of the new call handling arrangements for the 3.5 million calls these centres receive annually".
