Police update 101 system to help reduce waiting times for those most in need

PUBLISHED: 17:35 23 May 2018 | UPDATED: 17:35 23 May 2018

Suffolk police's control room Picture: LAUREN DE BOISE

Suffolk police's control room Picture: LAUREN DE BOISE


Police in Suffolk have launched a brand new phone system to maximise the efficiency of the non-emergency line.

The system, introduced earlier this month, enables control room staff to identify and prioritise the most important calls that come through on the 101 number.

It will help the force to deal with core business and ensure that other non-urgent or non-relevant calls are redirected elsewhere.

Chief Inspector Matt Rose said: “The new system will make sure the most urgent calls are dealt with as a priority and also ensure appropriate responses are provided to other calls. In many cases to help manage demand, it will allow us to signpost callers to other sources of information and other partner agencies.

“The type of calls that would take priority include reports of domestic abuse, hate crime or reports of an issue which affects public safety.

“Remember, the new system won’t affect 999 calls where a crime is in action or someone is in danger – this remains the same as before and people should still phone 999 if this is the case.

“Our website has a wealth of information where members of the public can find answers to their non-urgent queries. In addition, an alternative method of reporting crime and incidents is via the online reporting tool.

“This new digital system gives us a lot of flexibility. As we continue to embed the system we will be able to take full advantage of the technology to offer different ways to contact police to suit changing public needs.”

Police and crime commissioner for Suffolk, Tim Passmore, said: “I am so pleased that this new telephony system is now operational, this is a major investment for the constabulary and will improve communications significantly.

“In my day-to-day conversations with members of the public the issue of 101 comes up regularly, this new system shows we have listened to their concerns.

“People phone 101 for a variety of purposes, now the calls will be triaged to ensure that the most urgent calls are given priority, which I am absolutely sure will make a huge difference.”

He added: “Our call-handlers do a fantastic job and deal with hundreds of calls every day, I know they welcome this new technology as it helps them to provide a better service to the people of Suffolk.”

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