Humberside Police Force (HPF) is reducing response times
to emergency and non emergency calls through a Nortel IP network
and call handling system.
The system is being rolled out at the force's Grimsby and Hessle
sites by integrator Affiniti.
With 60,000 calls a month, which need to be dealt with quickly,
the force is
always looking to improve systems to handle calls.
Terry Fisher, call handling project manager, said, "We are
continually looking at ways to help support local problems with
local solutions. By improving the efficiency of our call handling
centres we are better able to field the 60,000 plus inbound calls
every month from our 900,000 residents and so help improve our
front line citizen support services."
The system enables the force to capture and fully utilise police
support staff knowledge to provide a tailored response to each
problem. "For instance, if a
flooding event was to occur similar to the one experienced this
summer which overloaded our call centres, our agents can now
field excess calls to police stations nearest to the caller's
affected region, ensuring that resources are deployed more
accurately," added Fisher.
