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M9 crash report: 'Weaknesses' in new police calls system M9 crash: 'Weaknesses' in new police calls system
(35 minutes later)
Police Scotland's approach to the roll-out of its new national call handling model has been criticised by the Inspector of Constabulary. Weaknesses in Police Scotland's roll-out of its new national call handling model have been highlighted in a report from the Inspector of Constabulary.
Derek Penman said the oversight of the project was inadequate with key risks and other issues not being identified or highlighted to senior managers. Derek Penman said the oversight of the project was inadequate, with key risks and other issues not being identified or highlighted to senior managers.
He also said there were a number of weaknesses in the way the new system was implemented. The report includes 30 recommendations which Police Scotland said would be addressed by a "detailed action plan".
His report followed a crash on the M9 in which two people died.His report followed a crash on the M9 in which two people died.
Police Scotland admitted they did not investigate reports they had received about the crash until three days later.Police Scotland admitted they did not investigate reports they had received about the crash until three days later.
Plans to close control rooms in Aberdeen and Inverness have already been postponed and Mr Penman said this should not change in the near future. The report reinforces the need for Police Scotland to focus on stabilising the existing call handling arrangements before making any further changes.
Plans to close control rooms in Aberdeen and Inverness have already been postponed and Mr Penman said this situation should not change in the near future.
"Whilst I have been able to provide some key assurances, I have highlighted a number of weaknesses in Police Scotland's approach to the roll-out of its new national call handling model," he said."Whilst I have been able to provide some key assurances, I have highlighted a number of weaknesses in Police Scotland's approach to the roll-out of its new national call handling model," he said.
"This model is a critical element in the delivery of front line policing and a key part of the bringing together of Police Scotland post reform."This model is a critical element in the delivery of front line policing and a key part of the bringing together of Police Scotland post reform.
"The oversight of this project has been inadequate with key risks and other issues not being identified or highlighted to senior managers."The oversight of this project has been inadequate with key risks and other issues not being identified or highlighted to senior managers.
"There was an initial focus on meeting deadlines and increased productivity rather than a well-managed project with a focus on customer service, good staff relations and thorough process design.""There was an initial focus on meeting deadlines and increased productivity rather than a well-managed project with a focus on customer service, good staff relations and thorough process design."
What were the control room reforms?
In January 2014, Police Scotland announced proposals to cut the number of police control rooms, retaining five of its 11 sites.
Dumfries was first to close, followed by Stirling, Glenrothes, and Pitt Street in Glasgow in March 2015.
Aberdeen, which has two control rooms was scheduled for the end of this year.
The reform plan saw Motherwell and Govan becoming a West Area Control centre, Bilston Glen near Edinburgh given responsibility for the East Command Area and Dundee the North Area Command.
Inverness was to lose its police control room but would instead become the new hub for the command and control of major incidents and national events anywhere in the country.
Following the interim HMICS report in September, plans to close Aberdeen and Inverness were put on hold.
Justice Secretary Michael Matheson is to make a statement to the Scottish Parliament following the publication of the report into Police Scotland's call-handling procedures.Justice Secretary Michael Matheson is to make a statement to the Scottish Parliament following the publication of the report into Police Scotland's call-handling procedures.
It came after the failure of control room staff to respond to the M9 crash near Stirling in July. It came after the failure of control room staff to respond to the M9 crash near Stirling on Sunday 5 July.
The two occupants of the car - Lamara Bell and John Yuill - both died.The two occupants of the car - Lamara Bell and John Yuill - both died.
Ms Bell, who was discovered critically ill in the crashed car, had been in the vehicle next to her dead partner John Yuill for three days. She later died. Ms Bell, who was discovered critically ill in the crashed car, had been in the vehicle next to her dead partner John Yuill for three days. She died later in hospital.
Chief Constable Sir Stephen House, who will stand down next month, admitted the information received about the crash in the initial call had not been entered into police systems. Mr Penman said that while the current computer systems were generally fit for purpose and offered basic functionality, their stability remained in question while network performance continued to affect day-to-day operations.
The report gave assurances on:
One of the recommendations was for Police Scotland to review the use of staff at the Information Resources Unit for call handling to ensure that "effective support and training are in place to maintain skills, awareness and understanding".
Another was for the force to review the use of ad hoc "scribble pads" by service advisors and "provide definitive guidance on their use, issue and proportionate supervision".
Chief Constable Sir Stephen House, who will stand down next month, admitted the information received about the M9 crash in the initial call had not been entered into police systems.
An interim had report highlighted "significant staff shortages" in control rooms.An interim had report highlighted "significant staff shortages" in control rooms.
Ms Bell's brother Martin said the family felt "let down" by police and the government and he believed his sister would have lived had the call been responded to on the day of the crash.Ms Bell's brother Martin said the family felt "let down" by police and the government and he believed his sister would have lived had the call been responded to on the day of the crash.
This is the first of two reports into the incident.This is the first of two reports into the incident.
The Police Investigations Review Commissioner (Pirc) is investigating the incident itself while the HMICS review examined the broader issue of call-handling.The Police Investigations Review Commissioner (Pirc) is investigating the incident itself while the HMICS review examined the broader issue of call-handling.
In September, the inspector of constabulary said diverting calls away from regional police call centres to main centres in Govan, Motherwell and Bilston Glen created "additional risk".In September, the inspector of constabulary said diverting calls away from regional police call centres to main centres in Govan, Motherwell and Bilston Glen created "additional risk".
He recommended keeping the facilities in Inverness, Aberdeen and Dundee open until wider staffer and training problems were sorted out.He recommended keeping the facilities in Inverness, Aberdeen and Dundee open until wider staffer and training problems were sorted out.
In response, the Scottish government said £1.4m of new money would be committed to taking on 70 to 75 new call-handlers and to keeping the Aberdeen and Inverness control rooms open for longer than originally planned.In response, the Scottish government said £1.4m of new money would be committed to taking on 70 to 75 new call-handlers and to keeping the Aberdeen and Inverness control rooms open for longer than originally planned.
Those centres were due to close by March 2016 but they will now stay operational for longer for an "extensive handover" when the new main centre opens in Dundee.Those centres were due to close by March 2016 but they will now stay operational for longer for an "extensive handover" when the new main centre opens in Dundee.