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
Knife crime is not just about gangs and drugs, says PCC
“We pay enough for our roads, so why are they in such a state?” asks PCC
Police and Crime Commissioner receives High Sheriff Award
Martin's thoughts on accessibility and accountability
When spending a penny should cost you six points on your licence
We must deter 8&9 year olds from the knife carrying craze
Should crime be sugar-coated?
Projects supported under accessibility and accountability
Restorative GloucestershireThis is a Restorative Justice Intervention programme that empowers offenders with a restorative education, leading to meaningful engagement with victims, promoting responsibility-taking and improving self-talk, leading to changes in attitude and behaviour, supporting a reduction in reoffending and improving life chances.
Gloucestershire Constabulary - Coleford StationTo obtain two mountain bikes and two electric bikes for use by PCSOs and Safer Community Team Officers to enable better access and contact between them and members of the public with the aim to make communities stronger and safer.
GlosCatsThe 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.
Restorative GloucestershireBTEC Level 3 Advanced Awards in Practitioner Training for Restorative Approaches and BTEC Level 4 Professional Awards in Restorative Approaches.
Restorative GloucestershireTraining costs.