Staffordshire Police – Rapid Contact Centre Analysis
Delivered a comprehensive, data-led review of public contact services, equipping senior leaders with evidence-based options for modernisation, efficiency, and citizen experience.
The Context:
Staffordshire Police was under pressure. Contact centre demand was rising, with increased 999 and 101 volumes, while staffing levels had declined.
The organisation lacked a clear problem definition, and leadership faced competing narratives about where time, resource and performance were being lost.
Without a single view of the problem, or the data to underpin one, improvement efforts risked stalling.
IGS was engaged to carry out a one-month deep-dive into the operation of the contact centre and control room. Working across all shifts and functions.
Our Role & Approach:
Observed live operations - including out-of-hours shifts
Engaged directly with 50+ staff across 12 stakeholder groups
Conducted process analysis, systems mapping and FTE/demand modelling
Benchmarked performance against “most similar forces” using HMICFRS and internal data
Identified critical areas of over-reliance, unnecessary complexity, and unstructured activity
Developed 30 tactical, low-cost recommendations categorised by impact, feasibility and timescale
Our approach combined rapid data analysis with relationship-driven qualitative insight.
The Result
30 fully costed and coded recommendations delivered - all implementable within current budgets and structures
Several recommendations already adopted, including process simplification and duty redesign, improving 999 handling performance
Executive team gained a clear picture of performance strengths (including per-head overperformance vs. national peers)
Control room staff reported feeling “heard” - with leadership now equipped to prioritise changes that reflect frontline insight
Findings have informed a broader transformation effort across digital, workforce and shift planning workstreams