Archived decisions

THE SINGLE NON-EMERGENCY NUMBER

1. The Authority has received a report from the Chief Constable which provided details on an important partnership initiative which complements police and local authority working arrangements. The Single Non-Emergency Number (SNEN) project will be focused on ensuring effective communication between all partner organisations within Hampshire and the Isle of Wight. In accordance with the SNEN Programme, implemented by the Home Office in partnership with the Office of the Deputy Prime Minister, Hampshire Constabulary, along with four other force areas, will be the first to implement this programme with effect from 1 May 2006.

2. The aim of the programme is to achieve more appropriate use of the 999 service and better customer satisfaction by being routed to the correct public service by dialling 101.

3. The need for such a service has been increasingly apparent to UK police forces and public service organisations over the past few years.

4. Research by BT regarding 999 calls has shown:-

· 999 calls to police are rising


· 75% of 999 calls do not require an immediate response


· 50% of 999 calls are of a non-emergency nature


· 40% of calls to the police are repeat calls


· 20-25% of calls are for the same frequently asked questions


· the public are faced with an array of numbers for local services


· there are inconsistent levels of service delivery.

5. In November 2004 the Home Office "Building Communities Beating Crime" White Paper identified a number of key issues with regard to providing a better quality of service to the public and gave a commitment to providing a SNEN. The Home Office is now committed to the long term future of the SNEN service and has drawn up a five year agreement with the Partnerships that outlines the support to be provided. Hampshire Police Authority is the accountable body for the purpose of the £3.3m grant agreement with the Home Office. Therefore, SNEN is not a pilot or an issue of choice, but a Government commitment with Hampshire Constabulary helping to shape the national roll out. Other first wave police forces include South Yorkshire, South Wales, Leicestershire and Northumbria.

6. The Hampshire and Isle of Wight SNEN Partnership, comprising the Unitary Authorities (Southampton, Portsmouth, the Isle of Wight and Hampshire County Council) along with Hampshire Constabulary, has developed a project proposal which was presented to the National Programme Board on 9 December 2005. The District Councils, as essential partners, have been brought on board through workshops and meetings and their support will be formalised through agreement to a Memorandum of Understanding. The proposal covers the implementation, operation, and development of the SNEN service featuring a two level call structure. Level 1 is designed to carry out initial triage and handle simple enquiries, and the second level will handle enquiries for service which involve resources from one of the partners or where further call time is required for resolution. In some circumstances partners will provide the Level 2 service.

7. A part time Communications Manager allocated to market the SNEN service, took up post on 1 February 2006. The focus of the post holder will be to maximise good news potential and encourage best use of both the 999 and 101 services.

4IR1190206