HMICFRS - A call for help: Police contact management through call handling and control rooms in 2018/19

The control room is one of the engine rooms of a police force. If it does not have the right systems and processes in place, the Force will not have an accurate picture of demand. This will affect its ability to respond to calls and investigate crimes effectively.

In this report, HMICFRS' findings highlight the challenges that the police service faces in handling calls with smaller budgets and fewer people. It finds that as the demand on control rooms increases, careful management is needed to make sure that the police service does not become overwhelmed.

The report can be viewed here.