YORKSHIRE POLICE APPENDIX B ANNUAL GOVERNANCE ACTION PLAN 2017/18 SIGNIFICANT Proposed action Officer Estimated Actual Update Status GOVERNANCE Responsible Timescale Timescale ISSUE Original Current Atlas Court - A combination of factors has ACC Smart This was The Atlas Court Review has developed RED AMBER (carried forward meant that there has been an (Business Contact postponed. a composite understanding of all current from GAP inability to reduce waiting times Change and date A new date functions and the processes and 16/17) for members of the public and Innovation) was 19th is yet to be demand within them. The review has police officers when contacting June 2018. determined also developed understanding of the the Force’s call handling centre. as at June additional capabilities that will be Staffing and technology causes 2018 delivered through Smart Contact, the have been addressed in changes required to support that and the 2017/18 but work remains to be additional capacity this will give. This concluded in 2018/19. level of understanding has enabled the development of a plan for complete service re-design. This matter is recorded in the Completion Service re-design is now underway with AGS as it goes to the heart of date is work focused on the overall structure, a good governance in that dependent customer-focused performance interventions have not been fully upon Smart framework and building our future effective in developing the Contact workforce. The next phase will support capability and capacity of Atlas the implementation of multiple contact Court to meet those outcomes though channels and the shift away from expected by stakeholders. It this work traditional telephony, which is enabled remains a strategic risk due to will span through the Smart Contact digital portal. its potential to impact daily into 2019 service delivery and public The final phase will build a resourcing confidence. Year 2020 model designed to optimise service delivery building on the understanding developed from the implementation of multiple contact channels. Specifically
YORKSHIRE POLICE APPENDIX B ANNUAL GOVERNANCE ACTION PLAN 2017/18 SIGNIFICANT GOVERNANCE ISSUE Proposed action Officer Responsible Estimated Timescale Actual Timescale Update Status Original Current Atlas Court - (carried forward from GAP 16/17) A combination of factors has meant that there has been an inability to reduce waiting times for members of the public and police officers when contacting the Force’s call handling centre. Staffing and technology causes have been addressed in 2017/18 but work remains to be concluded in 2018/19. This matter is recorded in the AGS as it goes to the heart of good governance in that interventions have not been fully effective in developing the capability and capacity of Atlas Court to meet those outcomes expected by stakeholders. It remains a strategic risk due to its potential to impact daily service delivery and public confidence. ACC (Business Change and Innovation) Smart Contact date was 19th June 2018. Completion date is dependent upon Smart Contact though this work will span into 2019 Year 2020 This was postponed. A new date is yet to be determined as at June 2018 The Atlas Court Review has developed a composite understanding of all current functions and the processes and demand within them. The review has also developed understanding of the additional capabilities that will be delivered through Smart Contact, the changes required to support that and the additional capacity this will give. This level of understanding has enabled the development of a plan for complete service re-design. Service re-design is now underway with work focused on the overall structure, a customer-focused performance framework and building our future workforce. The next phase will support the implementation of multiple contact channels and the shift away from traditional telephony, which is enabled through the Smart Contact digital portal. The final phase will build a resourcing model designed to optimise service delivery building on the understanding developed from the implementation of multiple contact channels. Specifically RED AMBER
chief-constable-statement-of-accounts-2017-18-final.docx