|
 |
SNEN demo three months on
The main goal for putting the Single Non Emergency Number in place was to take pressure off the 111 system, ease the frontline workload, and give improved customer service to people reporting non-urgent crime. Three months on, the new system is going well in the trial districts. What’s been achieved so far Pressure has been taken off the North Comms general queue with SNEN staff taking 14,400 calls in the past eight weeks. Over the same time, the answering rate for emergency calls has improved by 1.5 percent. Workload for non-urgent crime reporting has been reduced for frontline staff in the demonstration districts by approximately 20 percent. The time it takes for staff to attend burglaries has also reduced in the demonstration districts. This can be partly attributed to SNEN alongside other district initiatives to improve attendance times. Outstanding customer service SNEN staff have been going the extra mile for their customers, often leading to the apprehension of offenders not directly related to the call being taken. While one Community Service Advisor (CSA) was taking a historic burglary report from an elderly lady, she heard a demanding man at the lady’s front door and became suspicious, so fast-tracked a police car to the address. The man was located at the door demanding lemons from the informant’s yard, where it turned out he had stashed the stolen property he had taken when he burgled her house. Needless to say he was arrested. On another call, the CSA noticed that the man reporting a theft ex-car was gasping for breath and having breathing difficulties. She realised he was probably having a heart attack. While talking to him to keep him calm, the CSA gestured to another staff member and asked her to request an ambulance for the man. Another CSA was looking through pending events and noticed an event where a distinctive Mini Cooper with no plates had been found abandoned. She recalled taking a report on a collector’s Mini Cooper being stolen with no plates, and provided the contact details of the victim so units could contact him and return his beloved vehicle. What the districts say ... Auckland City and Bay of Plenty district police have written to SNEN project staff to commended the detail entered by SNEN staff in reports. A Tokoroa officer said the offence report he had read was ‘exceptional’. “It makes it much easer to read, easier for the attending SOCO, and much more value for the intel side of things.” A crime car analyst at Manurewa described the file he received as ‘absolutely incredible’. “I have to say without a doubt that this particular file is the best I have seen (even compared to mine). I am truly impressed.” What the external customers say ... A complainant who reported her stolen bag through SNEN wrote to Police to say thank you for the ‘wonderful, sensitive and supportive service’ she had received from the Auckland Central Police operator and the SNEN staff member. “I was impressed with their excellent customer service and their professional attitude. I know my crime was only a ‘small’ one in the big scheme of things, but it was huge to me, and their care and support meant so much. They should be commended for the fantastic job they do.” What the project leader says ... SNEN project leader, Superintendent Steve Christian, says while any new system will present teething problems and technical issues, overall he is extremely excited about the impact SNEN has had so far, and says it’s only going to get better from here. “It’s important to note here that we can’t claim credit for all these successes by ourselves – this is a real partnership with the districts,” says Steve. “The introduction of extra Crime Scene Attendants and SOCOs has an impact on the response as well. “What we can say for sure is we are having a direct impact on cutting the cycle time for attending and reporting crime so information gained is immediately available for crime and crash reduction strategies in the districts.” Steve says SNEN is improving customer service and public perception of Police as a result. “What we really want to see is for SNEN to go national so the whole country can experience a service like this.” |
 |
 |
 |
