Phone Answering Performance Statistics

Richard Taylor made this Freedom of Information request to Cambridgeshire Constabulary

This request has been closed to new correspondence from the public body. Contact us if you think it ought be re-opened.

The request was partially successful.

Dear Cambridgeshire Constabulary,

For each month of 2011, and for each month to-date in 2012, separately for, emergency calls, non-emergency calls and non-emergency calls directed onto an further number, could you please release:

1. The longest wait for a call to be answered.

2. Numbers of calls where callers were left waiting for their calls to be answered for: over i/thirty seconds, ii/a minute,iii/ two minutes, iv/ten minutes, v/thirty minutes, vi/ an hour (and on as far as required so the worst cases are covered).

If my request is deemed to exceed the cost limits for a FOI request I would like as much of the requested material as possible to be released, starting with part "1".

If it is easier for you to provide a cumulative total wait time for non-emergency calls directed onto a further number that will be fine.

Regards,

--

Richard Taylor
Cambridge
http://www.rtaylor.co.uk

Richard Taylor left an annotation ()

The information has been requested by Cambridgeshire County Council and Cambridgeshire Police Authority but the police have not provided it to them. As the request may exceed the cost limit and might require information to be generated I have previously focused my efforts towards lobbying for its proactive release via the council and police authority, however as the problems are on-going and there is a need for this information to be placed in the public domain I have decided to submit this request.

See my latest related article (at the time of writing), and the links from it, to my previous actions and articles on this matter:

http://www.rtaylor.co.uk/cambridgeshire-...

Cambridgeshire Constabulary

Dear Richard

FREEDOM OF INFORMATION REQUEST REFERENCE NO: 0408/2012

We acknowledge receipt of your Freedom of Information (FOI) request which
was received by Cambridgeshire Constabulary on 19th July 2012.

Your request will now be considered in accordance with the Freedom of
Information Act 2000. You will receive a response within the statutory
timescale of twenty working days as defined by the Act. In some
circumstances, we may be unable to achieve this deadline. If this is the
case, you will be informed and given a revised time-scale at the earliest
opportunity.

If we require any further clarification regarding this request, you will
be notified.

We would advise you that the nature of certain requests may involve
payment of a fee. If this is the case, you will be notified.

Should you have any further enquiries concerning this matter, please
telephone on 01480 456 111 asking for the Information Access Office or
email [Cambridgeshire Constabulary request email]

Regards

David Price
Information Access Office
Cambridgeshire Constabulary

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Cambridgeshire Constabulary

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Dear Richard

FREEDOM OF INFORMATION REQUEST REFERENCE NO: 0408/2012

In reply to your request for information under the Freedom of Information
Act 2000, dated 19th July 2012 and received as follows:

For each month of 2011, and for each month to-date in 2012, separately
for, emergency calls, non-emergency calls and non-emergency calls directed
onto an further number, could you please release:

1. The longest wait for a call to be answered.

2. Numbers of calls where callers were left waiting for their calls to be
answered for: over

i/thirty seconds,

ii/a minute,

iii/ two minutes,
iv/ten minutes,

v/thirty minutes,

vi/ an hour (and on as far as required so the worst cases are covered).

If my request is deemed to exceed the cost limits for a FOI request I
would like as much of the requested material as possible to be released,
starting with part "1".

The Freedom of Information Act 2000 (The Act) requires us to handle all
requests in a manner that is blind to the identity of the requestor. Any
information released in response to a request is regarded as being
published, and therefore in the public domain without caveat.

We have completed all searches within Cambridgeshire Constabulary and
hereby enclose your response.

In responding to your request, we can advise that information relating to
call times is not retained indefinitely due to storage constraints and
information is available from May 2011 onwards.

The following table relates to calls received on the non-emergency
telephone number(s) for the months shown:

The next table relates to calls received and transferred:

And the final table shows those calls received via "999":

These tables represent the responses to your first question in it's
entirety and those parts of question 2 for which information has been
formally recorded.

If you are unhappy with this response, please see the attachment below,
which sets out your rights to appeal.
(See attached file: Complaint Rights May-11.pdf)

Should you have any further enquiries concerning this matter, please
contact the Information Access Office via email, or on telephone number
01480 456 111 extension 2036.

Regards

David

David Price
Information Access Office
Cambridgeshire Constabulary