Information

1 Welcome and introductions.

Attendees:
PFCC Danielle Stone (DS)
DPFCC Marianne Kimani (MK)
Jonny Bugg (JB)
Paul Fell (PF)
Vaughan Ashcroft (VA)
CC Ivan Balhatchet (IB)
DCC Ash Tuckley
ACO Paul Bullen (PB)
Nick Alexander (NA)
Emily Evans (EE)
Stuart McCartney (SMc)
Det Supt Adam Pendlebury (AP)

2 PSD Update

The Commissioner noted her concerns relating to complaints and how the Force and OPFCC can work to better understand them. The Force then provided an update on the work of PSD and noted was performance was positive compared to other forces. The Deputy Chief Constable explained that a complete business change has been implemented and the department was on a journey of improvement. It was explained that 75% of complaints are serviced recovered by the OPFCC with the rest being referred to the Force. The Force then explained that a recent week of action and new processes have helped to improve performance including a weekly review to allocate serious complaints. The Force noted that staff vacancies were a challenge to effectively deal with the volumes of work. PF noted that secondary complaints can be received due to delays and suggested that the OPFCC could assist in providing updates to complainants. The Force updated the Commissioner on the work being undertaken to improve the Countywide Complaints Team. The Force also felt organisational learning and sharing best practice was vital to this work. PF noted that change was needed to tackle the current backlog to better understand the true level of demand. The Force explained that serous complaints are getting more complex and it was important to get the right people trained in this area of work. The Commissioner enquired if using overtime could be a utilised. The Force responded and agreed to scope potential ways forward and will report back.

Actions – EE to speak to PSD to work through a process that allows CST to assist CWC with 28 day updates on CWC complaints before they are allocated.
CC to look at whether a time limited operation can be funded to reduce CWC backlog

The Commissioner was assured that the Force were taking this issue seriously and that improvements would benefit both officers and complaints. She was also assured the Force understands the risks of what complaints look like at this stage, and that they have a good understanding. She was worried about some of the backlogs in queues and some timescales.

3 New Technology to Reduce Demand

The Commissioner noted her interest in this given that she hears a lot of good ideas from within the force but that these are not always delivered. She wanted to know how this could improve. PB responded and noted that whilst AI could be utilised, this was just one tool that could help deliver improvements. The Force explained that they were preparing ‘Road Maps’ for areas of the business such as the Control Room to look at what is currently being delivered and to identify any gaps. They were also looking at other potential projects across the organisation to implement but would need to assess the benefits. The force explained the work was proactive and they were looking at the links between the different strands of work. The Force noted the challenge of GDPR within this work and that a working group will help to bring teams together to help review and prioritise the work. The Commissioner asked if the Force were bidding into national programmes to help pilot new ways of working. The Force responded and noted that any new system should be focussed on reducing demand to help improve the service provided. The Commissioner asked in terms of the strategy, what the timelines and implementation plan were. The DCC noted that the ‘Road Maps’ will take some time to best understand the processes. The Commissioner sought assurance that this did not mean the ‘Road Maps’ would be out of date before systems are implemented. The Force explained that these are kept under review and updated once completed. The Chief Constable explained that new systems could help support the work of response officers. The Commissioner welcomed this and noted that technology could help response officers provide a better service to victims.

Commissioner was assured that the work being undertaken should support the work of front-line officers and will improve the service being delivered to residents. She noted that the front line was critical and that any new systems to support this vital area of policing is welcome.

4. AOB

No further business was raised.