This article is from the source 'bbc' and was first published or seen on . It last changed over 40 days ago and won't be checked again for changes.

You can find the current article at its original source at http://www.bbc.co.uk/news/uk-scotland-34768119

The article has changed 14 times. There is an RSS feed of changes available.

Version 3 Version 4
M9 crash: 'Weaknesses' in new police calls system M9 crash: 'Weaknesses' in new police call-handling system
(35 minutes later)
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. Weaknesses in Police Scotland's roll-out of its new national call-handling system have been highlighted in an Inspector of Constabulary report.
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.
The report includes 30 recommendations which Police Scotland said would be addressed by a "detailed action plan".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.
The report reinforces the need for Police Scotland to focus on stabilising the existing call handling arrangements before making any further changes. 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.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.
The report found examples of call handlers being under pressure to end calls quickly and grading of calls being dependent on resources available.
Mr Penman said staffing levels at Bilston Glen - where the call regarding the M9 crash was received - were insufficient and had resulted in poor call-handling performance, although the force had made "considerable efforts to address this".
"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 frontline 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."
'Highly complex'
Police Scotland's Deputy Chief Constable Rose Fitzpatrick said the force would be implementing the recommendations of the report "through a detailed and comprehensive action plan".
"Maintaining the eight previous systems to manage calls was no longer a viable option", she said. "Making changes in how we deliver, manage and improve that service for the public is highly complex and the report highlights that.
"We remain only part of the way through a programme of improvement aimed at delivering a model which will provide continued high levels of service.
"We acknowledge there have been challenges. Today's report recognises that we have already made progress in addressing these issues to ensure we can further strengthen call handling."
Police said a "call handling training academy" introduced to train new staff would also be extended to include existing staff.
What were the control room reforms?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.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.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.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.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.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.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 on the report's findings.
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.
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.
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.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: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". One of the recommendations was for Police Scotland to review the use of call-handling staff 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".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. Scribble pads are used by some staff to note information rather than inputting it directly into the computer system.
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.
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". Chief Constable Sir Stephen House, who will stand down next month, admitted the information received about the M9 crash near Stirling on Sunday 5 July in the initial call had not been entered into police systems.
He recommended keeping the facilities in Inverness, Aberdeen and Dundee open until wider staffer and training problems were sorted out. The two occupants of the car - Lamara Bell and John Yuill - both died.
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. 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.
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. 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.