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Metcall (commonly but incorrectly known as The C3i Programme) is an ongoing project to completely restructure the communications structure of London's Metropolitan Police Service. It is genererally referred to internally as 'C3i' and is managed by the MPS Central Communications Command (CO10). It was piloted by Sir Ian Blair prior to his promotion to Commissioner and is due for completion in late 2007.

Previous command and control system

Historically, each of the Met's BOCUs had its own control room, known internally as the 'CAD Room' (for Computer Assisted Despatch) which dealt with incoming non-emergency telephone calls and with despatching police officers to all calls in that area. In addition the Information Room at New Scotland Yard received 999 calls which were sent to the CAD Room to be dealt with. In 2004 staff began to migrate on a borough-by-borough basis to Metcall, with Southwark being the first BOCU to move.

The C3i programme (Communication, Command, Control & Information) is an ongoing programme aimed at modernising the MPS's communications and the way it deals with the public. It includes other parts of the MPS's communication and information systems (most notably the greatly enhanced translation facilities and changes to the remit and function of Telephone Investigation Bureaux) as well as Metcall itself[1]; however the two terms are generally used synonymously within the MPS. Generally, the term 'Metcall' is used internally whilst the term 'C3i' is used externally, although this is not a hard-and-fast rule.

Future command and control system

One of the three Metcall centres

Following completion of the Metcall programme in late 2007, all Met communications will be dealt with at three dedicated centres at Hendon, Bow and Lambeth, covering West London, North & East London and South London respectively[2]. Each of the three centres is divided into 'pods', which contain between four and 12 CAD Operators who despatch all incoming calls to police vehicles using Airwave radios and by sending information direct to the MDT terminal in every police vehicle. In addition all three centres contain a number of telephone terminals which will eventually deal with all incoming calls.

How calls are handled in Metcall

Any caller calling police will be passed to a General Support (GS) operator. If the call will require any action by the emergency services, a Computer Aided Despatch record (CAD) will be created, and the information provided by the caller typed onto the CAD[3].

Graded response

Once the initial information has been inputted, the CAD will be allocated a grade of urgency. All calls are given one of five grades:

  • I grade ("immediate response") — calls which in the operator's opinion constitute a genuine emergency. The target response time for all "I" graded calls is within 12 minutes, and in any event to be attended as soon as possible.
  • S grade ("soon") — these are calls which, in the operator's opinion, do not constitute a genuine emergency but nonetheless need to be attended as soon as possible, to preserve forensic opportunities or to maintain public confidence. All "S" graded calls are intended to be attended within one hour; however, in practice many of these calls are ignored for some time due to pressure on resources caused by "I" graded calls.
  • E grade ("extended time" or "eventually") — these are calls which in the operator's opinion require attendance, but for various reasons do not require a response target time. The grade is most frequently used when the caller has indicated that they are unavailable and an agreement is made to attend at a later date.
  • P grade ("police generated") — calls made by members of any of the emergency services, such as requests for assistance from ambulance crews, or reports made to a police officer who is not in a position to deal with it themselves and calls for someone else to assist.
  • R grade (referred) — all calls which in the operator's opinion do not require any response; mainly either calls where the operator has offered advice and this has resolved the problem, or duplicate calls to incidents of which the police are already aware and dealing[3].

Once the CAD report has been created, it is passed to the relevant Operational monitor (OM) for the borough in question to decide what officers to deploy to it. The Supervisor (see below) can change the grading of the call if necessary, but only in exceptional circumstances.

Since the transfer to Metcall, the response to performance targets has dropped dramatically[4]. Opinions are divided as to the reason for this; the MPS has stated that they believe it is due to more calls being answered and hence more calls being created that require a response[5], while the Police Federation have indicated that they believe it is down to failings in the new system[6].

Integrated Borough Operations

As the Operational Monitor operators within the Metcall centres are drawn from across London and no longer tied to a particular London Borough, they no longer have local knowledge which may assist in deciding how best to respond to the CADs when they are passed through. As a result of this, each borough now has an Integrated Borough Operations (IBO) department, made up of a team of police officers (generally five at any given time). When the CAD incident is passed to the Operational Monitor, it is simultaneously passed to the relevant IBO. The IBO will read it and compare it to existing police records, to decide whether there is any additional information which will need to be taken[7].

The introduction of IBOs has proven exceedingly controversial. One of the primary aims of the Metcall programme was and is to reduce the number of police officers currently serving in the communications environment, allowing them to return to active duties. However, the introduction of IBOs has meant that 450 police officers have had to be removed from active duties to staff the IBOs[8]. It has been proposed to allow Police Community Support Officers to work in the IBO, allowing police officers to return to active duties[8], but thus far the proposal has not been implemented.

Contact Handling System

The Contact Handling System (CHS) is the software used for command and control within London's Metropolitan Police Service. It was introduced in 2004 as part of the C3i Programme.

It was designed by Portrait Software to replace the Computer Assisted Despatch (CAD) program used by the MPS since 1984, which was proving unable to handle the increased call volumes (around 40000 calls per day of which 10000-15000 require a police response)[9]. The system was based upon the existing Portrait ES Response software package[10].

CHS differs from the older CAD system and from systems used by other emergency services worldwide in that far more information can be input into the system by the CAD Operator and the information can be retrieved and sorted more easily. However, it has proven unpopular thus far with CAD Operators and Police Officers; operators consider it unnecessarily complicated to use, and police find CHS-derived information difficult to interpret, particularly via MDT terminal.

It was intended that CHS be brought into place upon each OCU/BOCU's transfer to Metcall. However, the system proved unstable and incapable of dealing with high call volumes and the old CAD system was kept in place[11]. It is now intended that the two systems run in parallel until 2012[12].

Criticism of the new system

Metcall hit the headlines in 2006, when Peter Smyth, a spokesman for the Police Federation condemned the project, describing it as "at best unreliable, and that's if it works at all". He added that "Metcall will have taken 900 officers off the beat by the end of next year, and meanwhile, an ever-growing army of community support officers who walk around like gaggles of lost shoppers have been recruited to take the places of these experienced officers in the streets"[6].

Controversy over racial imbalance and recruitment targets

Approximately 10% of staff at the centres are Police Officers, while the remainder are civilian staff. Metcall staff, particularly at supervisor level and above, are disproportionately white. Although positive discrimination on grounds of race or gender is illegal in the UK[13], Metcall nonetheless uses targets for recruitment, leading to some controversy. In 2006 the targets for new recruitment for civilian staff were 21% non-white and 50% female (civilian), and 7% non-white and 22.5% female (police officers)[14]. The recruitment targets of 21% & 7% are still well below the 29% of London residents classing themselves as non-white in the 2001 census[15].

Press reaction to the Metcall programme

The local press in London, particularly the Evening Standard, has generally been very critical of Metcall, often citing concerns about the perceived increase in the time taken to answer telephone calls and to deploy police officers to incidents[16]. A number of local newspapers have also raised concerns about the loss of local knowledge due to operators no longer dealing only with a single small area[17]. It is hoped by MPS management that once the migration to Metcall is complete and the staffing issue addressed, any shortcomings will cease to be an issue and more efficient staff working will free up those police officers currently at Metcall to return to an operational role, further improving the MPS's efficiency[18].

Staff structure

Metcall is unique within the Metropolitan Police in its staff structure. It is both the largest Operational Command Unit and the only one whose operational roles are primarily staffed by civilian staff. Consequently, it has a different structure to all other branches of the MPS.

Duty Officers

Each of the three Metcall centres has two Duty Officers on duty at any given time (making a total of six on duty across the three centres). One of the Duty Officers is always a serving Inspector, whilst the other is always an experienced member of the civilian staff. The Duty Officers bear ultimate responsibility for decisions taken within the centre, and are also responsible for staff welfare within their centre[19].

CAD Supervisors

Each "pod" - generally covering between two to four Operational Command Units - has two CAD Supervisors. Their role is to oversee the Operators, to take control of particularly difficult situations, and to have final say over when an incident can be 'closed'. In addition, one or two Supervisors will oversee the GS process (see above), ensuring calls are dealt with correctly[20]. The role of Supervisor is filled either by a Sergeant or by an experienced member of the civilian staff.

Supervisors are commonly (but incorrectly) referred to as "Controllers"; the post of Controller was a historic post prior to the introduction of the C3i programme, and was responsible for the supervision and staff welfare of CAD Operators on a particular borough. On the introduction of Metcall, the majority of Controllers became Supervisors at Metcall.

Cad Operators (Communications Officers)

CAD Operators (also known as Communications Officer or Civilian Communications Officer) make up the majority of operational Metcall staff. Most are civilian, although some posts are filled by Police Officers on secondment due to staff shortages. It is intended that by the end of 2007 the position will be entirely civilianised.

Job role

CAD Operators perform two functions. In the General Support (GS) role (also known as call receipt), they answer 999 and non-emergency telephone calls to police and enter the details of the call onto the MPS computer system. In the Operational Monitor (OM) role (also known as despatch), they read the details of the calls as entered by GS, decide on the appropriate action to take, and, when police deployment is necessary, assign police officers using Airwave radios or by sending information directly to the MDT terminal of police vehicles. Most CAD Operators rotate between the two roles, but some are dedicated to one or the other.[21]

The title "CAD Operator" comes from the Computer Assisted Despatch program that the MPS has used since 1984; while this system is still in partial use, it has mostly been superseded by the new Contact Handling System application.

Location

On the introduction of the CAD system in 1984, each OCU and BOCU had its own team of CAD Operators based at a local police station. Staffing levels varied, but a typical busy station consisted of five to seven on-duty operators split between the GS and OM positions, plus a "Controller" with overall responsibility. An additional bank of operators, known as the Information Room, was based at New Scotland Yard and handled 999 calls and major incidents.

In 2004, local CAD Operators began to transfer to the new Metcall centres; the transfer is expected to be complete across London by the end of 2007[22].

Operator numbers

There are just over 2,000 CAD Operator positions within the MPS, and approximately 400-500 theoretically on duty at any given time. Due to staffing issues stemming from the transfer to Metcall, the numbers are currently much lower[23], and a number of police officers have been seconded to Metcall to fill vacancies; this removal of officers from active duties led to some controversy. The Metropolitan Police Authority intends to eventually have all CAD Operator positions filled by civilians, allowing police officers to return to active duties[24].

Staff shortages

When Metcall was introduced in 2004 it was extremely controversial both within and outside the Met. A number of staff were reluctant to relocate to the new centres, and were also concerned about the substantial changes to their job role. Due to concerns about large numbers of potential staff shortages, the controversial 'Career Management' scheme was introduced; this meant that for some time prior to the introduction of Metcall all staff currently working in CAD Rooms were barred from transferring to any other department within the MPS[25]. Despite this, a number of existing staff resigned from the service altogether rather than transfer and serving officers are reluctant to transfer to Metcall due to concerns they may not be released for some time. Consequently, Metcall currently suffers from severe staff shortages, particularly of experienced staff, and consequent operational problems.

See also

References

  1. ^ "C3i Commnications". Metropolitan Police Service. Retrieved 2007-04-13. {{cite web}}: Cite has empty unknown parameter: |coauthors= (help)
  2. ^ "Monitoring Report by Central Communications Command on the Police Response to Incoming Emergency Calls" (PDF). Metropolitan Police Service Patrol & Response Strategic Group. 2006-10. Retrieved 2007-01-02. {{cite web}}: Check date values in: |date= (help); Cite has empty unknown parameter: |coauthors= (help)
  3. ^ a b "IPCC independent investigation into the police response to 999 calls on the 21st and 22nd April 2006 in Tooting" (PDF). Independent Police Complaints Commission. Retrieved 2007-05-31. {{cite web}}: Cite has empty unknown parameter: |coauthors= (help)
  4. ^ "Central Communications Command Monthly Management Report" (PDF). Metropolitan Police Service. 2006-11-23. Retrieved 2007-05-31. {{cite web}}: Cite has empty unknown parameter: |coauthors= (help)
  5. ^ "Modernising the Met", The Job, 2005-11-30
  6. ^ a b Steele, John (2006-05-18), "We Have No Confidence in Met Chief, Say Constables", Daily Telegraph
  7. ^ Freeman, Alison (2006-05-04). "Drug Scheme Area Police Team Cut". BBC News. Retrieved 2007-05-31. {{cite web}}: Cite has empty unknown parameter: |coauthors= (help)
  8. ^ a b Calcott, Inspector Stephen (2007-01-25). "Role of Police Community Support Officer in the Metropolitan Police Service". Metropolitan Police Authority. Retrieved 2007-05-31. {{cite web}}: Cite has empty unknown parameter: |coauthors= (help)
  9. ^ C3i Communications Team. "Why Is Change Needed?". Metropolitan Police Service. Retrieved 2007-04-12. {{cite web}}: Cite has empty unknown parameter: |coauthors= (help)CS1 maint: numeric names: authors list (link)
  10. ^ Hanrahan, Mat (2005-11). "Transformational Government: New Vision for Police Call Handling" (PDF). Portrait Software. Retrieved 2007-04-12. {{cite web}}: Check date values in: |date= (help); Cite has empty unknown parameter: |coauthors= (help)
  11. ^ Broadhurst, Commander Robert (2005-01-19). "Crime Management Best Value review, Implementation Plan Update". Metropolitan Police Authority. Retrieved 2007-04-12. {{cite web}}: Cite has empty unknown parameter: |coauthors= (help)
  12. ^ "Draft Capital Programme 2007/08-2009/10" (PDF). Metropolitan Police Service. Retrieved 2007-04-13. {{cite web}}: Cite has empty unknown parameter: |coauthors= (help)
  13. ^ "Positive Action in Employment". Commission for Racial Equality. Retrieved 2007-04-09. {{cite web}}: Cite has empty unknown parameter: |coauthors= (help)
  14. ^ Metropolitan Police Service Quality & Performance Services (2005-03-17). "Directorate of Information Business Plan 2005-06" (PDF). Metropolitan Police Service. Retrieved 2007-04-09. {{cite web}}: Cite has empty unknown parameter: |coauthors= (help)
  15. ^ "UK Census 2001". Office of National Statistics. Retrieved 2007-04-09. {{cite web}}: Cite has empty unknown parameter: |coauthors= (help)
  16. ^ Marzouk, Lawrence (2006-03-19). "Police Response Times Target Missed". This Is Local London. Newsquest Ltd. Retrieved 2007-01-02. {{cite web}}: Cite has empty unknown parameter: |coauthors= (help)
  17. ^ Osley, Richard (2006-07-06). "Police Officer Sings Like a Canary". Camden New Journal. Retrieved 2007-01-02. {{cite web}}: Cite has empty unknown parameter: |coauthors= (help)
  18. ^ Morris, Sir William (2004-04-01). "Transcripts of Public Sessions of the Morris Enquiry". The Morris Enquiry. Retrieved 2007-01-02. {{cite web}}: Cite has empty unknown parameter: |coauthors= (help)
  19. ^ Shiel, Superintendent Pat (2005-12-08). "Best value review of managing demand". Metropolitan Police Authority. Retrieved 2007-04-13. {{cite web}}: Cite has empty unknown parameter: |coauthors= (help)
  20. ^ "Central Communications Command Role Profiles". Metropolitan Police Careers Unit. Retrieved 2007-04-12. {{cite web}}: Cite has empty unknown parameter: |coauthors= (help)
  21. ^ "Police Staff/Communications Staff". Metropolitan Police Authority. Retrieved 2007-04-09. {{cite web}}: Cite has empty unknown parameter: |coauthors= (help)
  22. ^ "Monitoring Report by Central Communications Command on the Police Response to Incoming Emergency Calls" (PDF). Metropolitan Police Service Patrol & Response Strategic Group. 2006-10. Retrieved 2007-01-02. {{cite web}}: Check date values in: |date= (help); Cite has empty unknown parameter: |coauthors= (help)
  23. ^ Metropolitan Police Citizen Focus Team (2005). "Summary of MPS Responses to Online Consultation on 2006/2007 Policing Priorities" (PDF). Metropolitan Police Authority. Retrieved 2007-01-02. {{cite web}}: Cite has empty unknown parameter: |coauthors= (help)
  24. ^ Morris, Sir William (2004-04-01). "Transcripts of Public Sessions of the Morris Enquiry". The Morris Enquiry. Retrieved 2007-01-02. {{cite web}}: Cite has empty unknown parameter: |coauthors= (help)
  25. ^ Metropolitan Police Citizen Focus Team (2005). "Summary of MPS Responses to Online Consultation on 2006/2007 Policing Priorities" (PDF). Metropolitan Police Authority. Retrieved 2007-01-02. {{cite web}}: Cite has empty unknown parameter: |coauthors= (help)
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