Access to Policing Scrutiny Outcomes
The Access to Policing Scrutiny reports and recommendations are available via this website to look at or download. Go to the Access to Policing Scrutiny page to find out more.
The Access to Policing Scrutiny made 21 recommendations. The Panel identified a number of key areas in which additional work and improvement is necessary.
- There is a need to deliver a more corporate approach to customer focus and customer satisfaction training in the Force to ensure standards are upheld.
- The Force would benefit from work to improve the operation of the FCCC and contact management. There is also an acknowledgement from the Force that further work is required with regard to encouraging access through the mainstreaming of neighbourhood policing.
- Police stations across the county offer different levels of service depending on their location, local demography and resourcing. There are a number of inconsistencies in terms of opening hours, signage, opportunities for customer feedback and in the availability of hearing loops, Braille signage and minicom facilities. The Force is in the process of exploring further options in relation to volunteers and extending the policing family to meet certain needs.
- The scrutiny has highlighted the need for the Force to consider offering alternative technological points of access (such as email, text and web based services) in addition to the traditional access routes.
- The consultation exercise showed that nearly one third of respondents disagreed with the statement that ‘I can access my local policing team in a way that is convenient and appropriate to my needs and circumstances’. Nearly 25% of all respondents did not know how to contact their local police. Theses are clearly strong messages for the Force to take on board.
- The Scrutiny Panel support the Chief Constable’s view that many improvements can be made with regard to accessibility through changes to working practices, procedures and processes and by changes in attitudes and behaviours of staff.
Positive Outcomes
- The Force appointed a Public Service and Engagement Manager to provide a dedicated corporate post to enable improvements to be driven forward. They also established the Public Service and Confidence Programme to focus on improving customer satisfaction.
- Corporate customer satisfaction training has been designed and rolled out across the force.
- The Force are progressing their approach to working with volunteers.
- External signage (including Braille signage) at police stations has been improved, as have Police Station Enquiry Offices/Reception areas.
- Minicom facilities have been reviewed.
- Access opportunities for people who are deaf or hard of hearing have been promoted by the Force.
- The Force has reviewed how it gathers and receives feedback from customers. This piece of work links to the Force’s Engagement strategy.