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101 Review in Cornwall and Devon
7:21am 13th August 2014
Under fire: the police non-emergency line in Cornwall and Devon amid claims callers could not get through.
The Police and Crime Commissioner is launching a review of 101.
Tony Hogg wants to hear from locals about how effective the service is.
The review will be led by Dr Karen Vincent, the OPCC's Performance and Customer Service Manager, in collaboration with the Force and will assess how well the service is meeting the needs of callers and to identify and deliver any required changes.
"I receive lots of correspondence from members of the public and the service received when calling 101 is a regular topic for writers", said Mr Hogg.
"In the vast majority of cases the issue is not the speed at which the initial call is answered or in the response provided by call handlers, who I know are totally committed to delivering a good service, but rather frustration at the difficulty of getting through to someone who can take the necessary action.
"Given this evidence there seems to be a disparity between what the public and the Force are saying about 101 and, as the public's representative, it is right that I do all I can to find out what the true picture is."
The review will gather evidence from a number of sources including listening to live calls and a mystery shopping exercise.
A further vital source of information will be feedback from the public about their experiences and expectations when they call 101.
Evidence will be gathered between now and the end of August after which any issues will be highlighted and explained in a report.
Any actions taken after this will be dependent on what the review finds.
Mr Hogg, who recently revealed that he often acts himself as a mystery shopper to test the service, said: "I promised to hold this review in my Police and crime Plan and I am confident that, whatever its findings, I will be able to work with Chief Constable Shaun Sawyer to agree any changes it recommends to improve the service."
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