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Advancing the Concepts & Practices of Information Resources Management in Modern Organizations

A Study of a U.K. Police Call Centre

A Study of a U.K. Police Call Centre
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Author(s): Steve Clarke (University of Luton Business School, UK), Brian Lehaney (University of Coventry, UK) and Huw Evans (University of Luton Business School, UK)
Copyright: 2003
Pages: 4
Source title: Information Technology & Organizations: Trends, Issues, Challenges & Solutions
Source Editor(s): Mehdi Khosrow-Pour, D.B.A. (Information Resources Management Association, USA)
DOI: 10.4018/978-1-59140-066-0.ch059
ISBN13: 9781616921248
EISBN13: 9781466665330

Abstract

This paper reports on consultancy carried out by the authors into the handling of emergency and non-emergency calls from the public by one of the forty-three police forces in England. The key outcome was a series of findings which pointed to police call handling being affected more by human than by technological issues. These findings were presented to the Barfordshire Chief Constable (head of the Barfordshire police force) as a list of clear actions to be undertaken, and have been accepted as key to the effective performance of the Barfordshire Police Call Centre.

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