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31 Oct Bespoke PEEL 2022
8. FCIR Performance
999 performance
- The number of 999 calls have increased from the last quarter by 10,584 (or 11.2%)
- The majority of the demand increase occurred in July and August 2022
- The force continued to answer 999 calls despite increases in demand (97.9% - 99.3%)
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999 calls |
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|
Total Received |
Answered |
% Answered |
Answered < 10 Secs |
% < 10 Secs |
Not answered |
% calls not answered |
|
|
Q1 |
Apr-22 |
29188 |
28967 |
99.2% |
19802 |
67.8% |
221 |
0.8% |
|
May-22 |
32193 |
31967 |
99.3% |
21541 |
66.9% |
226 |
0.7% |
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|
Jun-22 |
33054 |
32567 |
98.5% |
20275 |
61.3% |
487 |
1.5% |
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Total's Q1 |
94435 |
93501 |
|
61618 |
|
934 |
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Q2 |
Jul-22 |
38069 |
37261 |
97.9% |
22122 |
58.1% |
808 |
2.1% |
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Aug-22 |
35634 |
35221 |
98.8% |
24244 |
68.0% |
413 |
1.2% |
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|
Sep-22 |
31316 |
30947 |
98.8% |
20089 |
64.1% |
369 |
1.2% |
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Total's Q2 |
105019 |
103429 |
|
66455 |
|
1590 |
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Q2 additional demand to Q1 |
10584 |
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% Q2 additional demand to Q1 |
11.2% |
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101 performance
- The number of 101 calls have marginally decreased from the last quarter by 2103 fewer calls; calls to 101 have slightly decreased whereas calls to 999 have increased
- The force has seen a reduction in the number of 101 calls answered as a result of increased 999 demand
- Live chat numbers are steadily increasing (13,431 in quarter 1 and 20,352 in quarter 2) evidencing channel shift (51.5% increase)
|
101 calls |
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|
Total Received |
Answered |
% Answered |
Answered < 10 Secs |
% < 10 Secs |
Not answered |
% calls not answered |
|
|
Q1 |
Apr-22 |
27123 |
19464 |
71.8% |
7273 |
26.8% |
7659 |
28.2% |
|
May-22 |
29759 |
23379 |
78.6% |
10076 |
33.9% |
6380 |
21.4% |
|
|
Jun-22 |
30979 |
18604 |
60.1% |
5363 |
17.3% |
12375 |
39.9% |
|
|
Total's Q1 |
87861 |
61447 |
|
22712 |
|
26414 |
|
|
|
Q2 |
Jul-22 |
29816 |
13385 |
44.9% |
2669 |
9.0% |
16431 |
55.1% |
|
Aug-22 |
28524 |
19406 |
68.0% |
8004 |
28.1% |
9118 |
32.0% |
|
|
Sep-22 |
27418 |
15743 |
57.4% |
4768 |
17.4% |
11675 |
42.6% |
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|
Total's Q2 |
85758 |
48534 |
|
15441 |
|
37224 |
|
|
|
Q2 additional demand to Q1 |
-2103 |
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% Q2 demand to Q1 |
-2.4% |
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