Frontline focus review of tools of the trade

80. While the introduction of an online stores portal has been seen as positive, the way in which officers and staff access uniform and equipment needs further modernisation.

81. We heard from stores that the digital transformation into an online ordering portal was a success for the department and was well received (although, effective reporting through PowerBi took longer to complete than anticipated).

82. Stores bypassed the standard digital transformation pathway, engaging ICT directly to repurpose an existing Police Scotland system. However, this interim solution lacks a comprehensive warehouse management capability, limiting end-to-end process efficiency. With restricted functionality and limited scope for improvement or evolution, a fully bespoke, modern warehouse management system is required.

83. Officers reported that the online ordering portal is confusing and time-consuming to navigate. The distinction between standard issue items is unclear, and item codes can be difficult to interpret. Introducing videos or images would improve usability. Officers are also unaware of the process for reporting defects.

84. In contrast, our benchmarking showed that the MPS’s uniform ordering system (via the NUMS contract), is linked to an officer’s HR profile, with intuitive navigation, clear item descriptions, effective filtering and a streamlined defect reporting feature.

85. A fully bespoke, modern system is needed to meet current and future requirements of the service.

86. Stores reported that 95 per cent of orders are fulfilled within five days, based on data extracted from the online ordering portal and analysed through the PowerBI dashboard. However, officers and staff have indicated that the customer service provided by the stores department needs improvement.

87. During our interviews, officers shared instances of waiting up to three months for stock deliveries. Stores staff attribute any lengthy delays to the complexity of the supply chain. Routinely, lead times can be 3-6 months across most products. Stores utilise the overnight service from DX and Police Staff Drivers when shipping orders, however there are limitations in this provision to more rural areas, for example mailroom drivers in west command only deliver orders as far as Dumbarton when delivering to Lochgilphead in L Division.

88. We heard from officers in Oban, Lochgilphead and Isle of Mull that, as they no longer had access to a police staff driver, orders could only be collected when operational officers were travelling to Dumbarton (a round-trip approaching four hours). This clearly causes delays for officers accessing replacement uniform and equipment in more remote locations.

89. Stores staff told us that they would like to see the delivery function brought in-house to enhance service quality and operational efficiency. By managing the end-to-end process, they would be able to gain greater control over timelines, customer communication and overall experience.

90. We heard from officers that they do not know if a measuring or fitting service is available, but would welcome such a service (particularly those in rural locations).

91. The MPS’s mobile fitting and tailoring service is an excellent example of a customer-focused approach, and MPS intranet videos were shown to improve awareness of Uniform Services, and service delivery and standards.

92.During our review, many officers and police staff told us that because of the poor quality, fit and durability of clothing and equipment provided they purchased their own items of uniform clothing and equipment.

93.We found the experience of frontline response officers purchasing replacement items of clothing from online websites has become normalised across the country. This results in a lack of consistency in appearance.

94.Officers considered that the uniform alternatives they found in online stores were better quality, better-looking and more robust. One officer reported that two pairs of trousers he purchased online lasted for seven years.

95.Officers demonstrated a willingness to invest personally in higher-quality clothing for operational duties. The alternatively-sourced uniform was widely perceived as more professional and practical; however, both officers and supervisors acknowledged that this led to inconsistencies in uniformity across teams.

96.Conversations with frontline officers revealed that many continue to wear legacy uniform items issued before the formation of Police Scotland, passed down by retiring colleagues, or simply left unclaimed in police stations.

97.When speaking with officers and staff, we found general dissatisfaction with standard issue trousers, jackets, microfleeces and footwear.

98. Our inspection found widespread agreement among officers that standard issue uniform trousers for frontline response roles are inadequate in terms of quality, fit and appearance.

99. Officers noted that trousers issued to firearms and cycle-trained personnel are of superior quality, yet rarely provided to frontline response teams, reinforcing a sense that their role is undervalued within Police Scotland.

100. Most officers we spoke to raised concerns about poor material quality, rapid colour fading, lack of stretch, and an ill-fitting design (leading many female officers to resort to ordering male sizes). As a result, we heard that many officers now purchase their own alternatives online.

101. Police Scotland should seek alternative standard issue uniform trousers that are made of higher quality, stretchable materials that accommodate diverse body types, including a proper fit for females.

102. It should also consider adopting the higher-standard trousers already provided to specialist units, as the new default.

103. Officers reported that jackets are inadequate in terms of quality, fit, durability and functionality. They noted that the design fails to provide coverage below the waist, leaving them exposed to rain. As a result, many opt to purchase their own softshell jackets.

104. Additionally, while officers in A and N divisions receive long, high-visibility jackets (typically issued to road policing officers), those working in rural areas of L Division do not have access to the same provision.

105. Officers and staff reported that the microfleece doesn’t keep them warm as it is too thin and made from poor-quality material. We also heard that it could become misshapen when washed, and that it is often too short in the arms and too long in the body.

106. Officers welcomed Police Scotland’s decision to issue boots as standard for all frontline personnel.

107. The original footwear supplied by the previous retailer was well-regarded and praised for its durability and professional appearance. However, many officers expressed dissatisfaction with its replacement from a new supplier, describing as aesthetically unprofessional in appearance. As a result, many have opted to purchase their own footwear, often discarding the standard issue boots entirely.

108. There is a need to improve awareness and availability of suitable items of uniform for officers and staff with specific requirements; for example, officers and staff with menopausal symptoms, who are pregnant, or medical conditions. We acknowledge the continued efforts of the Scottish Women’s Development Forum to raise issues in this area and modernise the uniform.

109. We heard from many officers that they were unaware of any alternatives for women experiencing menopausal symptoms and had therefore purchased their own alternatives.

110. We also heard of officers who had experienced difficulties in obtaining alternatives available in Police Scotland, because of scrutiny at line management and within business support units this is, again, perceived to be driven by cost and budgets.

111. We heard from stores staff that there has been a lack of clear communication and planning regarding the provision of hypoallergenic tops for officers. For instance, the introduction of cotton menopause tops was not adequately assessed for suitability, resulting in discomfort and hygiene problems. Another issue that came up was the lack of flexibility in the material used for trousers (which didn’t address issues such as bloating).

112. Nor has there been any follow-up on the effectiveness (or otherwise) of such initiatives, and their effect on uniform standardisation.

113. We found that regardless of the environment that officers and staff are working in they are generally issued with the same uniform and equipment, even though their working conditions and the requirements of their roles may be quite different.

114. Our inspectors spoke directly with officers in rural locations, who reported that their issued uniform was often inadequate for keeping them warm and dry while on patrol or carrying out their duties in response and community teams.

115. The officers commented that they were often working in exposed, colder weather conditions and, as such, they had an expectation they should be provided with uniform options that are designed to meet the challenges officers face.

116. Officers working in rural or colder conditions, or on the fast roads network, should be provided with appropriate clothing to ensure safety, comfort and operational effectiveness.

117. We heard mixed views about police-issue hats. While the traditional police hats were seen as smarter and more professional-looking, baseball caps were seen as more practical (although many officers felt the quality of the baseball caps provided was poor).

118. The uniform and appearance standards (police officers) SOP indicates a general requirement for police headwear; namely, it must be worn at all times while officers are in operational uniform in an external environment, unless it impedes the officer in the execution of their duties.
 
119. It also provides consideration of protected characteristics. Such provisions ensure that officers can adhere to their cultural, religious and gender identity, while maintaining professional standards and complying with health and safety.

120. BTP takes a pragmatic approach to the wearing of formal hats and officers are given the choice to wear either. BTP chose not to procure a gender-neutral formal hat and do not refer to any of the three hats available in gender-specific terms.

121. The message passed from BTP is that officers can wear whichever they prefer the flat cap or the bowler. Feedback provided on hats in general, and a gender-neutral hat option, highlighted a trade-off between comfort/practicality and formality/protection.

122. We heard that most officers still preferred to wear the more formal flat (traditionally male) or bowler hat (traditionally female), as it was seen to portray a more professional image. Feedback on the current baseball cap reported that it was poorly fitted and of cheap quality and presented a less-professional look to members of the public.

123. Police Scotland has not made a final decision on a gender-neutral hat, despite the issue being ongoing for years. There remains no agreed alternative to male/female hats. The baseball cap was introduced by the CEWG as a gender-neutral option. Initially for specialists only, it became standard issue due to high demand.

124. It was encouraging to learn that the ACC for Policing Together division is taking responsibility for resolving the gender-neutral hat issue.

125. Our review found that officers were generally very positive about the PPE they are issued and the accompanying officer safety training (OST) provided.

126. The majority of those interviewed believed their PPE was generally effective and fit for purpose. The current iteration of OST was seen as the best it had been in years, in terms of teaching basic skills and techniques and administering practical first aid.

127. Given the increasing demands on officers to carry additional equipment, it was suggested that a tactical vest carriage system be considered as an option. This would be worn over body armour, enhancing practicality and accessibility. The existing utility vest, also worn over body armour, is increasingly unable to accommodate the growing amount of equipment, leading to excessive weight, sagging, and an untidy appearance.

128. Many officers we spoke to stated that the high-visibility vest looks less professional – and is more suited to security staff than to police officers. Others commented that the fluorescent nature of the vests made them stand out too much, making them less effective in catching criminals.

129. High-visibility vests are designed with pockets, whereas the black body armour cover lacks built-in storage. As a result, some officers have resorted to sewing their own pockets on to the body armour cover to accommodate essential equipment.

130. We heard from officers about the weight and bulkiness of the body armour and the fact it is not fitted to meet the requirements of all officers with different body types (in particular, female officers).

131. We heard from both male and female officers, staff and representatives from staff associations that body armour was still too heavy and not fitted properly, (for example, riding up and hitting officers on the chin when sitting in a vehicle).

132. Officers reported feeling excessively bulky when required to wear body armour, the high-visibility cover, and all necessary equipment, with BWV yet to be introduced. This excessive load can contribute to back pain and other health issues.

133. During the onsite visit to the stores team, we heard that different forces across the UK have different protection levels in respect of body armour and that the standard body armour issued in Police Scotland since 2019/20, is to the latest Home Office Body Armour Standards (2017).

134. Officers provided highly positive feedback regarding the introduction of Taser, with a strong consensus that its deployment should be expanded to more, if not all, frontline officers. Officers found it to be an effective deterrent to prevent potentially dangerous situations from escalating.

135. One identified challenge is that not all police stations are equipped to store Taser units, requiring trained officers to travel to another station at both the beginning and end of their shift to collect and return their equipment.

136. This is not an efficient use of officer time and means the Taser is not as readily available as it should be.

137. There were concerns raised about the durability of the baton clip, Pava incapacitant spray holder and Taser holder, which can compromise the functionality of the officer safety equipment issued to officers.

138. Officers reported concerns about the durability of clips used to secure PPE, noting that they often failed to withstand regular use and were perceived as being of low quality.

139. We heard of instances of officers dropping or having items of PPE removed by suspects while attempting to apprehend them. This is concerning in terms of personal safety.

140. Some police staff in front counter roles reported feeling isolated due to a lack of suitable uniform, PPE and communications tools for their safety.

141. Public enquiry and support assistants also raised concerns about personal security, citing the absence of CCTV cameras and panic strips to signal incidents or provide corroboration. Furthermore, there was no indication that BWV would be allocated to police staff in these roles.

142. A broader concern was the limited contact from officers and supervisors to check on their welfare, which reinforced feelings of isolation.

143. Despite being required to work outdoors on occasion, police staff we spoke to were not issued with a fleece or jacket to protect them against inclement weather.

144. In addition to frontline response and community officers, we also heard from plain clothes officers who worked in reactive CID roles.

145. We found that not all plain clothes officers have been issued with carriage systems to covertly and safely carry PPE that is compatible with non-uniform dress, when on duty.

146. While those officers performing plain clothes roles had access to operational uniform (as they were often deployed to events), they rarely wore PPE while on standard plain clothes duties.

147. It was seen as rare for a plain clothes officer to have covert body armour, and covert holders for baton, handcuffs and PAVA were not routinely issued to plain clothes officers when taking up a role in CID.

148. We heard that CID officers must request covert holders through local business support units; the level of support provided for these requests varied across the country.

149. The allocation of covert holders for securely storing and accessing PPE was inconsistent. As a result, CID officers often had to rely on pockets or bags, which proved less efficient. Additionally, the absence of these holders on the self-service portal highlights a gap in stores provision.

150. Although long overdue, officers we spoke to were very positive about the national rollout of BWV, describing it as a deterrent to crime and a positive step forward for Police Scotland in securing better quality evidence. Officers anticipate an increase in safety, a reduction in the number of malicious complaints, and less time spent at court.

151. The introduction of new software, Digital Evidence Sharing Capability (DESC), also received positive comments. This enables police officers, prosecutors, defence lawyers and court staff to access a secure, unified system to collect, store and manage evidence digitally.

152. Officers were extremely positive about their mobile devices and access to information while on patrols. CID officers are issued with a Samsung tablet to assist with statement taking (and other tasks) and these were seen as positive additions, assisting officers in their roles and saving time. The PRONTO application (converging crime and non-crime applications on a mobile device) was seen as a considerable step forward.

153. Officers did state that their mobile devices would be better if they had access to all desktop applications, (for example, commonly used forms and the Scottish Intelligence Database). This would enhance the range of information and intelligence officers have at their disposal while on patrol.

154. Our inspectors heard that IT systems and applications (desktop) have improved considerably; however, the interface between the systems can still be poor and lead to repetition of work.

155. We heard during interviews with officers that a more user-friendly system that reduced duplication would help to minimise time spent re-keying information.

156. Frontline officers repeatedly reported that the issued torches are inadequate, citing concerns about durability, brightness, battery life and overall usability. Many also noted their limited functionality, leading most to purchase their own, at personal expense.

157. Some police stations we visited lacked access to a colour printer, requiring officers to travel long distances to obtain essential colour printouts (such as photo boards) necessary for their duties. This issue was particularly evident in more rural stations.

158. Exploring a secure digital solution for tasks such as photo boards could help reduce reliance on physical colour prints and improve efficiency.

159. We also heard that mobile printers were often unavailable to officers while on duty, affecting their ability to issue paperwork. Officers in A and L divisions told us that this is problematic in terms of providing an efficient and effective service to the public.