Greater Manchester Police (GMP) had a requirement to create a centralised resource management function to support its complex call handling and radio dispatch activities.
After extensive stakeholder engagement and process reform, GMP's Operational Communications Branch engaged with Sabio to implement an advanced Workforce Optimisation solution – not just to support centralised resource management for the force's multi-site contact centres, but also to help drive efficiency benefits in line with the Coalition Government's Comprehensive Spending Review.
As one of the UK’s largest provincial police forces, Greater Manchester Police receives some four million calls and handles over 1.2 million incidents annually, and needed to remodel its customer contact processes to reflect call volumes, service requirements and budgetary constraints. For GMP’s Operational Communications Branch, the challenge was to reform processes and negotiate more flexible shift patterns before applying the latest Workforce Management operational best practice in order to optimise resourcing and scheduling across the force’s contact centre activities.
Following an extensive stakeholder engagement process – including major negotiations with Unison and the Police Authority – GMP successfully negotiated a series of new shift patterns that would match its resources to demands. With these shifts in place, the next stage was to select a best practice Workforce Management solution from Sabio - based on Impact 360 WFM software – to support the force’s drive to optimise contact centre staffing levels in order to meet GMP’s demanding service levels consistently and cost-effectively.
Optimisation initiatives –such as reduction of overtime by over 60 percent within two years – has meant that Greater Manchester Police has been able to drive performance and efficiency benefits ahead of the Coalition Government’s Comprehensive Spending Review. Process improvements such as:
- Achieving a forecast accuracy of over 90%
- Reducing abandonment rates for non-emergency calls from ten to four percent
Has enabled GMP to meet all its annual SLAs and KPIs for the first time, and provide a platform for further WFM-led optimisation.
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