Coordinate Location Systems for Emergency Call Centre Use

Roedd y cais yn rhannol lwyddiannus.

Robert Whittaker

Dear Norfolk Constabulary,

With reference to various social media posts that have been made recently, I would like some information about your use and promotion of the What3Words system.

1/ Has the "What3Words" system been integrated in any way with the systems that your emergency call handlers use? If so, please provide some basic details of what this involves.

2/ Are there any financial costs to the police associated with any integration above, or the ongoing use of the What3Words system? If so, please provide a rough guide to the costs involved as both one-off and ongoing payments. (The number of digits in the amount in pounds would suffice here.)

3/ Has there been any other agreement (either formal or informal) between the constabulary and What3Words, whereby the police will provide any non-monetary consideration, such as agreeing to publicise or promote the system?

4/ Prior to deciding to use and promote What3Words for emergency use, what evaluation of other systems (e.g. lan/lon, OS Grid references, Mapcodes, Open Location Codes, or AML/ELS) was carried out or reviewed? In particular, was any analysis done as to the effectiveness of conveying a What3Words location versus an OS grid reference over a poor phone line, and how one or other parties being non-native English speakers might affect things?

5/ Do your control room staff have access to AML/ELS location data (see https://en.wikipedia.org/wiki/Advanced_M...) from smartphones, and how is this information available to them? Is this available from all 999, 911 and 112 calls made from compatible smartphones? If not, why not?

6/ Please provide a copy of any Guidelines or Standard Operating Procedures for control room staff who need to find the location of a caller on a mobile phone. Are staff able to interpret OS Grid references and/or Open Location Codes if the caller provides these?

7/ In the case described at https://twitter.com/skipptg/status/11659... , which was recently retweeted by the Norwich Police twitter account, can you confirm that the incident happened as described, and explain why an AML/ELS location was not available from the original call?

Yours faithfully,

Robert Whittaker

Freedom Of Information (Norfolk), Norfolk Constabulary

Thank you for your email. Emails to this inbox will be monitored between 0800hrs and 1630hrs, Monday to Friday.

For non-emergency calls to Norfolk Constabulary please use the 101 telephone number.

In the case of an emergency, please dial 999.

Freedom Of Information (Norfolk), Norfolk Constabulary

Dear Mr Whittaker

Our Ref: FOI 003222/19

Please accept this email as confirmation that your request for information has been received.

Your request will now be considered and you will receive a response within the statutory timescale of 20 working days as defined by the Act, subject to the information not being exempt or containing a reference to a third party. We aim to provide you with a response by 3rd October 2019.

A full copy of the Freedom of Information legislation is available online via the website: https://imsva91-ctp.trendmicro.com:443/w...

Should you need to discuss this further please contact us on the details above.

I would like to take this opportunity to thank you for your interest in Norfolk Constabulary.

Yours sincerely,

 
Amanda Gibson
Freedom of Information Decision Maker
Norfolk Constabulary
OCC, Jubilee House, Falconer's Chase,
Wymondham, Norfolk, NR18 0WW.
Tel:  01953 425699 x 2803
https://imsva91-ctp.trendmicro.com:443/w...

dangos adrannau a ddyfynnir

Gadawodd C W Davies anodiad ()

Glad to see an FOI regarding What3Words, particularly referring to AML. I have seen stats somewhere that over 80% of calls in the UK have an AML location, so it will be interesting to see how they respond.

Freedom Of Information (Norfolk), Norfolk Constabulary

Dear Mr Whittaker

 

Freedom of Information Act Request 003222/19

 

I refer to your request for information regarding CCR Coordinate Locations
Systems and What3Words.   

 

The Freedom of Information Act obliges the Constabularies to respond to
requests promptly and in any case no later than the 20 working days after
receiving a request. We must consider firstly whether we can comply with
section 1(1)(a) of the Act, which is our duty to confirm whether or not
the information requested is held and secondly we must comply with section
1(1)(b), which is the provision of such information. However, when a
qualified exemption applies either to the confirmation or denial, or the
information provision and the public interest test is engaged, the Act
allows the time for response to be longer than 20 working days, if the
balance of such public interest is undetermined.

 

In this case, we have not yet reached a decision on where the balance of
the public interest lies in respect of 1(1)(b) above.  We estimate that it
will take an additional 10 days to take a decision on where the balance
lies. Therefore, we aim to provide you with a response by 17^th October
2019. If it appears that it will take longer than this to reach a
conclusion, you will be kept informed.  If the response is completed
earlier than this, it will of course be sent out to you.

 

The specific exemption that applies in relation to your request is:

 

o Section 31 – Law Enforcement

 

Yours sincerely

 

 

+------------------------------------------------------------------------+
|Amanda Gibson |
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|Freedom of Information Decision Maker |
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|Norfolk Constabulary |
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|OCC, Jubilee House,  Falconer's Chase, |
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|Wymondham, Norfolk, NR18 0WW. |
| |
|Tel:  01953 425699 x 2803 |
| |
|[1]www.norfolk.police.uk |
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Dear Ms Gibson,

Many thanks for your response. However, I think you may have mis-understood how the Public Interest Test extension can be used.

According to paragraphs 59-66 of the ICO's guidance at https://ico.org.uk/media/for-organisatio... , the extension may only be used for the consideration of the public interest test itself, and not assessing the engagement of the exemption or the formulation of the rest of your response. In particular, if you are not claiming you need more time to assess the public interest balance for 1(1)(a) (which you do not appear to be), then you must confirm or deny what information you hold in your 20-working-day response. You are also required to set out the your justification for the engagement of the qualified exemption to 1(1)(b) in that response.

So, in respect of each of seven items I asked about, could you please confirm what relevant information you hold for each one, and also provide your detailed reasoning for the engagement of the s31 exemption in each case?

Yours sincerely,

Robert Whittaker

PS: I find it hard to believe that s31 would apply to all of the items I requested. If it does not, then I believe that you would be required to provide the information for which it is not engaged within the original 20 working days.

Freedom Of Information (Norfolk), Norfolk Constabulary

3 Atodiad

17^th October 2019

 

Dear Mr Whittaker,     

        

Our Ref: FOI 003222/19

 

Please find PDF documents attached in response to your request for
information from Norfolk Constabulary.

                                                                                        

This is to inform you that all information relating to your request has
been collated and my response is attached.  This request is now complete
and shall be closed immediately.

 

Should any further information be requested regarding this topic, a
separate request will need to be submitted.

 

I would like to take this opportunity to thank you for your interest in
Norfolk Constabulary.

 

Yours sincerely,

 

 

+------------------------------------------------------------------------+
|Amanda Gibson |
|------------------------------------------------------------------------|
|Freedom of Information Decision Maker |
|------------------------------------------------------------------------|
|Norfolk Constabulary |
|------------------------------------------------------------------------|
|OCC, Jubilee House,  Falconer's Chase, |
|------------------------------------------------------------------------|
|Wymondham, Norfolk, NR18 0WW. |
| |
|Tel:  01953 425699 x 2803 |
| |
|[1]www.norfolk.police.uk |
+------------------------------------------------------------------------+

 

 

 

References

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Dear Norfolk Constabulary,

Please pass this on to the person who conducts Freedom of Information reviews.

I am writing to request an internal review of Norfolk Constabulary's handling of my FOI request 'Coordinate Location Systems for Emergency Call Centre Use' (003222/19). A full history of my FOI request and all correspondence is available on the Internet at this address: https://www.whatdotheyknow.com/request/c... . I would like to complain about two aspects of your responses to my request.

First, in its initial response of 3rd October, the Constabulary claimed that the Section 31 exemption was engaged and that more time was needed to conduct a public interest test. No explanation for the engagement of the Section 31 exemption was provided at the time, and there is no mention of the exemption or the public interest test in the final response. There was also no confirmation of what information was held in the response of 3rd October.

Please provide an explanation of what has happened here, including the Constabulary's documented reasons for (initially) believing that Section 31 exemption was engaged, and the outcome of the public interest test that was presumably conducted.

Does the Constabulary accept that it failed to comply with FOIA s1(1)(a) in its response of 3rd October by not stating what information was held? Does the Constabulary now accept that Section 31 does not apply to any of the requested information, and thus it breached FOIA s1(1)(b) in failing to communicate the information within 20 working days?

Secondly, regarding the information supplied in the Constabulary's response of 17th October:

* My item 4 was not answered. If no such evaluation was undertaken, please confirm that this is the case. If it was, then please provide details. (If no evaluation was undertaken, this raises worrying questions about how the decision to promote What3Words came to be made. I'll make a separate FOI request about this if necessary.)

* In relation to item 5, can you confirm whether the "Enhanced Information Service for Emergency Calls" information you get includes AML/ELS GPS location data, rather than just relying on cell town triangulation? I note that the report at https://eena.org/wp-content/uploads/2019... from July 2019 states on 30% of police forces use AML data from stage 1 PSAP. Please confirm whether or not Norfolk one of those to be using it.

* For item 6, you have not provided any SOP/Guidelines for call-handlers needing to determine a caller's location (I was not referring specifically to using What3Words here, but on any methods staff are encouraged/trained to used when talking to a caller who can't identify their location). I'm sure you must have some guidelines or training materials to advise/train staff how to do this. Please confirm that such documents either do not exist, or provide the relevant guidelines / training documents if they do.

* In your response to item 7, you stated that the tweet was only liked by a force account. This is incorrect: the tweet was re-tweeted by the official Norwich Police account @NorwichPoliceUK . Please confirm that you accept this. Regarding identifying the incident, I think you should be able to deduce which incident was being referred to from the information in the tweet. In particular, the date (25th August) and the fact that the Air Ambulance was called (evident from the first reply to the tweet) should narrow things down considerably. The following newspaper articles may also help you further: https://www.dissexpress.co.uk/news/air-a... and
https://www.dissexpress.co.uk/news/appea... . I assume the recordings of the calls you receive are kept, so you should be able to review these for any difficulty in determining a location and any mention of What3Words. However, I guess it is possible that the tweeter is mistaken and it was an ambulance control centre operator rather than a police one who was unable to determine the location. Please let me know, if, having identified the incident, you believe this may be the case.

Yours faithfully,

Robert Whittaker

Freedom Of Information (Norfolk), Norfolk Constabulary

Dear Mr R Whittaker,

 

Our Ref: FOI 003917/19

 

Please accept this email as confirmation that your request for an internal
review has been received.

 

We aim to provide you with a response by 27/11/2019.

 

Should you need to discuss this further please contact us on the details
below.

 

I would like to take this opportunity to thank you for your interest in
Norfolk Constabulary.

Yours sincerely,

 

 

Freedom of Information Team
Norfolk Constabulary
OCC, Jubilee House, Falconer’s Chase
Wymondham, Norfolk, NR18 OWW
Tel: 01953 425699 ext 2804

[1]www.norfolk.police.uk

[2]www.suffolk.police.uk

 

 

dangos adrannau a ddyfynnir

Freedom Of Information (Norfolk), Norfolk Constabulary

Dear Mr Whittaker,

 

The internal review below is still in progress, and we are working to
complete this as soon as possible.

 

Should you need to discuss this further please contact us on the details
below.

 

Kind regards,

 

 

Freedom of Information Team
Norfolk Constabulary
OCC, Jubilee House, Falconer’s Chase
Wymondham, Norfolk, NR18 OWW
Tel: 01953 425699 ext 2804

[1]www.norfolk.police.uk

[2]www.suffolk.police.uk

 

From: Freedom Of Information (Norfolk)
Sent: 31 October 2019 13:38
To: 'Robert Whittaker' <[FOI #601634 email]>
Subject: Norfolk Internal Review Request - Confirmation of Receipt

 

Dear Mr R Whittaker,

 

Our Ref: FOI 003917/19

 

Please accept this email as confirmation that your request for an internal
review has been received.

 

We aim to provide you with a response by 27/11/2019.

 

Should you need to discuss this further please contact us on the details
below.

 

I would like to take this opportunity to thank you for your interest in
Norfolk Constabulary.

Yours sincerely,

 

 

Freedom of Information Team
Norfolk Constabulary
OCC, Jubilee House, Falconer’s Chase
Wymondham, Norfolk, NR18 OWW
Tel: 01953 425699 ext 2804

[3]www.norfolk.police.uk

[4]www.suffolk.police.uk

 

 

dangos adrannau a ddyfynnir

Freedom Of Information (Norfolk), Norfolk Constabulary

2 Atodiad

Dear Mr Whittaker

 

Our ref: IR 003917/19

 

Please see attached response to your request for an internal review.  This
has been completed by John McGuire the Information Compliance Manager.

 

Please also see attached revised response.

 

Yours sincerely

 

 

+------------------------------------------------------------------------+
|Amanda Gibson |
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|Freedom of Information Decision Maker |
|------------------------------------------------------------------------|
|Norfolk Constabulary |
|------------------------------------------------------------------------|
|OCC, Jubilee House,  Falconer's Chase, |
|------------------------------------------------------------------------|
|Wymondham, Norfolk, NR18 0WW. |
| |
|Tel:  01953 425699 x 2803 |
| |
|[1]www.norfolk.police.uk |
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Dear Norfolk Constabulary,

Many thanks for your response to my internal review request.

I am disappointed, however, that you have chosen not to respond to the first part of my review request where I questioned your handling of the initial FOI request and your initial application of a s31 exemption. If you are not able to review this under your review procedure, can you please confirm that I have exhausted your process, so I may make a s50 application to the Information Commissioner over this matter. This would be shame to have to do, as I am sure things could be cleared up more expediently if you were to respond directly to me. Either way, I believe that you are still required to respond to my request for "the Constabulary's documented reasons for (initially) believing that Section 31 exemption was engaged, and the outcome of the public interest test that was presumably conducted" as this is a written request for recorded information under FOIA.

Secondly, from your revised answer, I am not convinced that you have understood what I am asking for in question 5. The receipt of AML/ELS data would not involve any smart-phone technology at your end, so your answer does not seem to make sense. The question is whether the more accurate AML/ELS location data that BT gets from a 999/112/911 caller's phone is passed on to your call handlers in a way they can use. (The availability of of such accurate GPS location data from callers would make the use of What3Words redundant, which is why it is of relevance here.)

To make sure there are no misunderstandings, perhaps you could instead answer the following: What automatic caller location data do your call handlers have available to them from 999/112/911 callers phoning on a mobile phone, and what is the understood typical level of accuracy (in metres) of this location data when it is present? Roughly what fraction of mobile calls is this data available for? Does any mobile location information appear automatically on your systems, or does it have to be verbally communicated by the BT operator?

Many thanks,

Robert Whittaker

McGuire, John, Norfolk Constabulary

Dear Mr Whittaker,

I write in reply to your email below.

I can confirm you have exhausted the Freedom of Information processes relating to Norfolk Constabulary.

In the final paragraph of your email you have made a further Freedom of Information request, which will be recorded and serviced as such.

Yours sincerely,

John McGuire
Information Compliance Manager
DBS and CLPD Chief Officer Delegate
Norfolk and Suffolk Constabularies
Falconers Chase, Wymondham, NR18 0WW
Tel: 01953 423927
[mobile number]
https://imsva91-ctp.trendmicro.com:443/w... https://imsva91-ctp.trendmicro.com:443/w...

dangos adrannau a ddyfynnir

Freedom Of Information (Norfolk), Norfolk Constabulary

Dear Mr Whittaker,

 

Our Ref: FOI 004564/19

 

Please accept this email as confirmation that your request for information
has been received.

 

Your request will now be considered and you will receive a response within
the statutory timescale of 20 working days as defined by the Act, subject
to the information not being exempt or containing a reference to a third
party.

 

We aim to provide you with a response by 17/01/2020.

 

A full copy of the Freedom of Information legislation is available online
via the website: [1]http://www.legislation.gov.uk/ukpga/2000...

 

Should you need to discuss this further please contact us using the
details provided.

 

I would like to take this opportunity to thank you for your interest in
Norfolk Constabulary.

Yours sincerely,

 

 

Freedom of Information Team
Norfolk Constabulary
OCC, Jubilee House, Falconer’s Chase
Wymondham, Norfolk, NR18 OWW
Tel: 01953 425699 ext 2804

[2]www.norfolk.police.uk

[3]www.suffolk.police.uk

 

This e-mail carries a disclaimer

Go here to view [4]Norfolk Constabulary
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Freedom Of Information (Norfolk), Norfolk Constabulary

1 Atodiad

14^th January 2020

 

Dear Mr Whittaker,     

        

Our Ref: FOI 004564/19

 

Please find a PDF document attached in response to your request for
information from Norfolk Constabulary.

                                                                                        

This is to inform you that all information relating to your request has
been collated and my response is attached.  This request is now complete
and shall be closed immediately.

 

Should any further information be requested regarding this topic, a
separate request will need to be submitted.

 

I would like to take this opportunity to thank you for your interest in
Norfolk Constabulary.

 

Yours sincerely,

 

 

+------------------------------------------------------------------------+
|Amanda Gibson |
|------------------------------------------------------------------------|
|Freedom of Information Decision Maker |
|------------------------------------------------------------------------|
|Norfolk Constabulary |
|------------------------------------------------------------------------|
|OCC, Jubilee House,  Falconer's Chase, |
|------------------------------------------------------------------------|
|Wymondham, Norfolk, NR18 0WW. |
| |
|Tel:  01953 425699 x 2803 |
| |
|[1]www.norfolk.police.uk |
+------------------------------------------------------------------------+

 

 

 

References

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