Canadian Policing Research Catalogue

National contact management principles and guidance.

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Location

Canadian Policing Research

Resource

e-Books

Authors

Publishers

Bibliography

Includes bibliographical references.

Description

1 online resource (93 pages)

Note

"This document has been produced by the National Policing Improvement Agency (NPIA) on behalf of the Association of Chief Police Officers (ACPO)." -- Page 2.

Summary

"Contact management is about how the public communicate with the police service and the subsequent provision of service. Whilst much of that contact is through the telephone, the scope is wider and also includes short message service (SMS), internet, mail or fax and direct forms of face-to-face contact, whether through front counters, neighbourhood teams or other specialist policing resources. In order to develop effective approaches to managing contact through these channels, it is essential that forces understand the needs of their communities and raise standards of service delivery across the whole of the organization." -- Page 4.

Subject

Online Access

Contents

Overview. -- Contact Management in Context. -- The Business Case for Change. -- Developing the National Contact Management Principles and Guidance. -- Moving Forward with Confidence. -- Supporting the National Strategy. --
Chapter One – Customer Insight and Experience. -- Summary. -- Principle and Critical Success Factors. -- Creating a Citizen Focused Approach. -- Accessibility and Inclusivity. -- Channel Strategy. -- Communication – Media and Marketing. -- Customer Insight. -- Keeping People Informed. -- Quality of the Customer Experience. -- Complaints and Dissatisfaction. -- Diagnostic Indicators. --
Chapter Two – Our Service Delivery. -- Summary. -- Principles and Critical Success Factors. -- Demand Forecasting and Resource Planning. -- Protective Services. -- Incident Management. -- National Contact Grades. -- Working with Partners. -- Business Continuity and Disaster Recovery. -- Diagnostic Indicators. --
Chapter Three – Supporting Our Service Delivery. -- Summary. -- Principles and Critical Success Factors. -- Leadership and Culture. -- Our People. -- Employee Engagement. -- Investors in People. -- Wellbeing of Staff. -- Reward and Recognition. -- National Occupational Standards. -- Knowledge Management. -- Diagnostic Indicators. --
Chapter Four – Delivering Value for Money. -- Summary. -- Principle and Critical Success Factors. -- HMIC Value for Money Profiles. -- Cabinet Office Service Transformation. -- Audit Commission Use of Resources Framework. -- Procurement Collaboration. -- Lean Systems Thinking. -- Commercial Cost Models. -- Diagnostic Indicator.

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