SPA Board approves transfer of C3 calls from Aberdeen

Published

Aberdeen decision follows significant assurance and marks next milestone in call handling modernisation programme.

Following a decision by the SPA Board today, Wednesday 22 March, to approve the transfer calls from Aberdeen ACR to the Police Scotland Service Centre (PSSC), a spokesperson for the SPA said: 

“The decision by the SPA Board marks an important milestone in the call handling modernisation programme and follows a significant process of oversight and independent assurance.

“In the last 18-months, the SPA has considerably strengthened our governance of Police Scotland’s call handling modernisation programme, which HMICS recently reported to parliament as ‘significantly improved’.

“A robust reporting framework now closely monitors call handling performance and also assesses the quality of the experience of those using the service which is significantly informing oversight and assurance of this programme.

“Improved governance, coupled with investment in ICT systems has already successfully supported the transfer of calls from Dundee to a national virtual service centre in January. The SPA Board is satisfied that the evidence and assurance provided by the senior responsible officer, local commander, HMICS, an independent gateway review and our own C3 governance and assurance group, means the service is supported and ready for the transfer of calls from Aberdeen to now take place.  

“While we are confident that a strong call handling service is being provided to the public, we are not complacent and work continues to further strengthen the programme. We will, in a careful and considered way move towards realising the full benefits of a single integrated operating model with work around the next important milestone in the summer.”