Agenda item

This report provides an update on the performance meetings between the PCC and the Chief Constable that have been held and what has been discussed in order to demonstrate that arrangements for good governance and scrutiny are in place.   

Witnesses:

Lisa Townsend - Police and Crime Commissioner for Surrey

Alison Bolton - Chief Executive (OPCC)

Johanna Burne - Head of Performance and Governance (OPCC)

Key points raised in the discussion:

1.    The PCC noted that for the six months that she had been in the role, she continued the format of the meetings set out by her predecessor and the OPCC was reviewing the process; she noted the importance of communicating with the public.

2.    A Panel member noted that since asking a public question to the Panel a year ago about the unacceptable delays in answering 101 calls, he noted disappointment that the delays had worsened and recognised that the PCC was looking to address that.

3.    The Chairman noted that improving the current waiting times for answering 101 calls was included in the draft Plan, he noted that during Covid-19 the Contact Centre had been split into six centres and reduced to two, an increase in 999 calls would affect the 101 waiting times. He noted that it would be useful in the future for the Panel to review the Force balanced scorecard which would include the average waiting times.

-       In response, the PCC explained that she was addressing the matter, she had a recent meeting with the Head of Contact, Surrey Police, and noted that the DPCC spoke regularly with the Deputy Chief Constable on the matter.

-       The PCC noted the frustrations that the 101 service was never intended to be solely a policing line, the Force sought to get users to use different modes of communication, noting the difficulty in the 101 service of not being able to triage.

4.    The Chairman asked whether the Panel would benefit from a presentation on the 101 service - including the digital 101 service - or a visit to the Contact Centre, having had previous visits.

-       The Chief Executive (OPCC) noted the previous visits to the Contact Centre, she would look into possible future visits - taking into account the Covid-19 situation.

5.    A Panel member referred to the impressive digital 101 service, however noted that the figures provided by the Chief Constable did not include every route of communication as Facebook Messenger was omitted, he asked for all the routes to be included in the statistics for the 101 service.

-       The Head of Performance and Governance (OPCC) responded that the Force and the Deputy Chief Constable were keen to get those figures, work on collating the statistics on the routes of communications for the 101 service was underway.  

RESOLVED:

That the Panel noted the update on the Performance Meetings.

Actions/further information to be provided:

1.    R45/21 - The Chief Executive (OPCC) will look into possible future visits for the Panel to the Contact Centre - taking into account the Covid-19 situation.

2.    R46/21 - All the routes of communication will be collated and included in the statistics for the 101 service, particularly the statistics around Facebook Messenger within the digital 101 service.