Performance and Measurement

Summary

The motorway network running through Cheshire is one of the most extensive managed by any Force, facilitating cross border criminality. The force delivered a significant reduction in the number of crimes committed during 2007/08, recording 9,745 fewer crimes than the previous year. In terms of overall reduction improvement, Cheshire compares well with peers. The Force has also seen a remarkable uplift in Citizen Focus performance. Having previously occupied a lower quartile position nationally, Cheshire is now showing significant improvement.

Local Priorities set by the Force and Police Authority were to improve the force’s response to requests for help from the public. The force achieved a 90% success rate, against a baseline of 78% for satisfaction with answering 999 calls. Satisfaction with action taken in relation to 999 calls improved significantly, with year end performance of 76% against a baseline of 57%. Excellent performance was achieved in satisfaction with answering non emergency calls, yielding a 91% success rate against a target of 89%. Year end performance for satisfaction with action taken with non emergency calls improved from previous years, achieving 72% satisfaction. In relation to anti social criminal damage, the force significantly reduced the number of criminal damage incidents. The force returned exceptional performance in reducing alcohol related violent crime, exceeding the stretch target of 5.6% by 0.5%.

The Constabulary has instigated a large number of improvement activities including a Citizen Focus project under the direction of the Deputy Chief Constable, involving workshops for over 1500 officers, and has introduced a variety of collaborative arrangements for service provision. Significant improvement has been achieved in developing Community Intelligence, key individual networks and vulnerable Localities Index data and management. Satisfaction with action taken and overall service were addressed with the introduction of Customer Service Desks. The force has acted quickly to the demand for greater citizen satisfaction and customer services. Under Operation Quest, the organisation has radically re-shaped the customer journey and calls for service, and now has dedicated operational sergeants providing advice and assistance at the point of contact. This is supported by scheduled appointments for ‘slow time’ police action and intelligence briefings for call takers. Success in this area has been remarkable, showing the force as the most improved in the Country. The force has also made improvements in the quality of sanction detections data. Applied effort, closer scrutiny and better professional development have yielded an uplift in performance, recognised by HMIC’s revisit and inspection.

The tightening financial climate will serve as a focus for improving efficiency and resource use, in the delivery of operational and support services. Public expectations of service levels continue to rise and meeting them requires a relentless focus on quality and professionalism. Similarly, meeting increasing standards for specialist policing, such as protective services, in a sustainable way, will require more collaborative working arrangements. Developing the force’s role as a key partner in multi-agency neighbourhood management approaches will challenge existing performance management and accountability mechanisms.