Alison Hernandez (Police and Crime Commissioner) presented the report to the Panel and highlighted the following key points:  

a) Thanked the Panel for maintaining oversight of the contact function within Devon and Cornwall Police, noting that performance had improved significantly and that continued scrutiny was essential to sustain progress; 

b) Acknowledged the leadership of Assistant Chief Constable Nikki Leaper, senior police staff Lucy Bailey, and Head of Public Contact Dan Thurood, crediting their efforts and investment for the improvements achieved; 

c) Devon and Cornwall Police had moved from 35th to 19th place nationally in the Government’s 999 call handling league table. The ranking was based on standardised measurements from the moment a caller dialled 999, rather than when the call was received by the force. Performance fluctuated monthly, with the force occasionally ranking as high as first or third; 

d) The 101 non-emergency line had seen an 11.8% increase in call volume compared to the previous year. The abandonment rate had dropped from 60% to approximately 11%. The Commissioner had set a target of 5% in line with His Majesty's Inspectorate of Constabulary";

e) A call-back function was introduced in September 2023, allowing callers to receive a return call during busy periods. This had proven successful in maintaining public confidence and reducing wait times; 

f) A pilot for direct video contact with domestic abuse victims was underway, aiming to provide immediate reassurance and support; 

g) The Commissioner stated that the target for answering 101 calls was 10 minutes, which was being approached with consistency. Although the force had previously aimed for five minutes, the Commissioner considered this overly ambitious and reaffirmed her accountability target of 90% of calls answered within 10 minutes. 

h) Police inquiry offices reopened over the past three years had been well received by communities. Further reopenings were under consideration, including a confirmed office in Exmouth and a potential site in Launceston; 

In response to questions raised it was reported that: 

i) Panel members commended the improvements and suggested that a formal message of congratulations be sent to the contact services team. It was noted that maintaining standards would be essential going forward; 

j) Concerns were raised about future capacity, referencing Heinrich’s safety triangle and the potential for system overload due to increased public confidence and reporting. The Commissioner responded that while the police could be overwhelmed if all incidents were reported, systems such as UK Partners Against Crime (UK PAC) helped filter and manage intelligence effectively. The Commissioner encouraged wider adoption of UK PAC, including by businesses and community groups; 

k) The Panel discussed the need for improved public communications to counter alarm over rising crime rates, which were partly due to increased reporting and enforcement. It was suggested that the Commissioner’s office develop a communications strategy to provide context and reassurance to the public; 

l) The feasibility of the force’s internal target of 75% of 101 calls answered within five minutes was questioned. The Commissioner reiterated her focus on the 90% within 10 minutes target and noted that performance fluctuated due to resource constraints; 

m) The importance of public communications was emphasised, with suggestions to promote visits to contact centres to build public confidence and bust myths around contact delays; 

n) Concerns were raised about the usability of the 101 online reporting system, particularly for community organisations. The Commissioner explained that the system was nationally standardised and acknowledged its limitations. She encouraged organisations to join UK PAC, which was free for charities and voluntary groups and supported reporting of antisocial behaviour and other non-retail issues; 

o) The Panel discussed the perception of police response and community safety, particularly in relation to hate crimes and vulnerable groups. The Commissioner confirmed that such incidents should be prioritised and encouraged members to report any failures in police response. She outlined efforts to redeploy officers to frontline roles and neighbourhood policing, including the recruitment of 49 additional Police Community Support Officers; 

p) The Panel raised the potential role of artificial intelligence (AI) in improving 101 services. The Commissioner stated that while national discussions were ongoing, no formal proposals had yet been submitted for investment in AI. She emphasised the need for careful governance, particularly regarding disproportionality and live facial recognition. 

q) A request was made for the Commissioner to write to all major political parties in the region to promote tolerance and reduce community tensions. The Commissioner responded that while she supported the sentiment, she believed elected members had a key role to play in fostering community cohesion. 

Recommendations: 

1.    That the Panel send a formal thank you letter to the contact services team. 

2.    That the Commissioner’s office develop and implement a communications strategy to promote improvements in contact services.