Priority lead: Joanna Smallwood
Chief Superintendent, Gloucestershire Constabulary
What are the key requirements for the accessibility and accountability priority?
- To get the right resources to the right situation or problem first time, every time, on time and dealing with the matter appropriately and effectively
- To realise the ideal of the local policing delivering office working in and working with the communities of Gloucestershire.
How priority lead Chief Superintendent Joanna Smallwood is going to deliver the accessibility and accountability priority
I have the exciting opportunity of leading on this priority – this means that I have to make sure the police are as accessible and accountable to the public as possible.
But what does that actually mean?
Essentially, it is my responsibility to ensure that you can contact the police when you need them and that we will:
- Respond to your need – effectively and appropriately
- Resolve your issue effectively and appropriately
- Re-direct you appropriately to other agencies, partners, voluntary/3rd sector service providers
- Resource from our staffing capability to your need
Our Force Control Room is normally the route that most people use to contact the police and we have done a great deal of work to improve the service that we provide.
This has resulted in over 90% of our 999 emergency calls being answered within 10 seconds and most of those are answered much quicker – on average just 2-3 seconds.
Over 83% of calls received on our non-emergency 101 number are answered within the national requirement of 40 seconds.
That means that more than 8 out of 10 people who ring our 101 number have their call answered within 40 seconds.
Nationally we are recognised for our service and recently a comparison survey of the 43 police forces in England and Wales revealed that since September 2015 Gloucestershire’s Control Room has moved from 20th to 4th position in the category of ‘User Satisfaction for Ease of Contact’, with an increase in customer satisfaction of 3% from 94.8% to 97.8%.
Some of the other things we are doing include:
- reviewing our service provision end to end
- ensuring the needs of victims are met at all times from the first point of contact
- reviewing the Constabulary’s neighbourhood policing ‘service offer’
- developing capability and capacity through Specials recruitment, our cadet program, community relationships and other voluntary/innovative options
- offer transparency through our service recovery and complaints review
- work with other law enforcement agencies to tackle threats from serious and organised crime, terrorism and sexual exploitation
- making sure officers and staff are available and accessible to the public, improving our links with the public through channel management
- reviewing local needs and working with other partners and agencies to deliver the best service
- ensuring that our officers and staff respect and value the people who need our services
All these things are “work in progress” and we are constantly trying to improve the service that we deliver in challenging financial times.
We have and continue to strive to deliver great policing to our communities, we want to be more efficient and effective, caring and available, working with you and our partners to make a difference to those who live, work and visit Gloucestershire.
Whilst this is a brief introduction into what ‘Accessibility and Accountability’ means, you can find more detail here in what we call the Delivery Plan
Accessibility and accountability news
PCC breaks pay cap with pledge to all staff
Public trial plus academic research proves benefits of mounted section
The marque that says 'We're breaking the cycle of crime'
Martin's thoughts on accessibility and accountability
A vote of confidence in the Police 8,000 times over
Fire and Police Governance Final Report
Proof there really is nothing new
Projects supported under accessibility and accountability
Stonehouse Social Cohesion ProjectStonehouse Community PartnershipAn innovative five-year project for Stonehouse Town district designed to develop, promote and encourage community cohesion whilst nurturing an appreciation of local heritage, culture and environment. Collaborative working partnerships will be the catalyst for social cohesion, economic and environmental regeneration.
Restorative GloucestershireRestorative GloucestershireRestorative Gloucestershire is a group of statutory and voluntary sector partners that have joined with the aim of delivering a project that will offer all people who come into contact with the CJS, or in conflict within the community, an opportunity to participate in a restorative intervention where appropriate.
Training trainersRestorative GloucestershireTraining costs.
Trans-education & supportGlosCatsThe project aims to engage with and educate targeted public services about transgender issues. Public Services need to be approachable, accessible and accountable to trans people and the transcommunity services need to be culturally appropriate.The project will reach out to and welcome in all trans people in the county.
Community Safety & EngagementForest of Dean Community Safety Partnership - CSPTo extend the hours of the existing community engagement team to be able to coordinate partners and communities to specifically tackle community safety issues by building on what already exists both within the team in knowledge, experience, skills and commitment within the community by identifying community assess and developing them.