Contact Management is about how members of the public communicate with the police service. It is a critical thread that runs through all policing.
Effectively dealing with interaction at first point of contact whether by telephone, internet, SMS or face to face (front counters, neighbourhood or other specialist policing teams) requires a quality of response that meets the needs and expectations of the public.
The National Contact Management Strategy sets out the vision for the service:
'Making every contact count: delivering services that meet individual needs, reassuring our communities and increasing public confidence in policing.'
The National Contact Management Principles and Guidance document describes the critical success factors (key activities and behaviours) that will enable all forces, regardless of differing structure, systems and processes, to develop improved contact management services fit for policing in the 21st century.
The approach aligns strongly with the Citizen Focus Policing Hallmarks (2008), which promotes a citizen focus culture at the heart of service delivery
How?
How does Contact Management support the delivery of public confidence?
- Putting the customer at the heart of service delivery - e.g. providing services that are accessible to the public and responsive to individual, community and business needs.
- Making it easier for the public to contact us - e.g. the National Emergency SMS trial which will improve ease of contact for the hearing and speech impaired.
- Promoting partnership working and the delivery of joined up and citizen focused services - e.g. delivering shared services in collaboration with partners in order to respond to issues that matter locally.
- Building confidence from within - e.g. equipping staff with the skills to deliver the best possible customer experience and encouraging the use of discretion and professional judgement that focuses on individual needs.
- Providing value for money - e.g. ensuring that the optimum balance is achieved between the cost of service and delivering an excellent customer experience.
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