Humberside Police improves emergency response

Humberside Police Force (HPF) is reducing response times to emergency and non emergency calls through a Nortel IP network and call handling system.

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.




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