An independent report into police call handling in the wake of the M9 crash scandal has highlighted how “insufficient staff” resulted in “low levels of performance” in control rooms.
The expert review of police call handling has made 30 recommendations for improvements to be addressed “as a priority” after it uncovered a number of weaknesses in the new system.
Her Majesty’s Inspectorate of Constabulary in Scotland (HMICS) was tasked with carrying out the urgent report following the deaths of John Yuill and Lamara Bell in July.
The couple lay undiscovered for days after a crash on the M9 near Stirling despite a sighting of their wrecked car being reported to a police control room.
Yesterday, Police Scotland agreed to implement the recommendations prompted by the review, which was ordered by the Scottish Government.
It reported weaknesses in the force’s approach to implementing its new national call handling system, which involves a number of control room closures.
HM Inspector of Constabulary Derek Penman said: “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.
“Police Scotland needs to improve workforce planning to “address previous weaknesses in assessing demand and ensuring that sufficient staff are in place at critical stages.”
He added there were insufficient staff in place when work transferred to other locations following the closure of police control-rooms in Stirling and Glenrothes.
“This resulted in low levels of performance,” he said.
An HMICS audit of calls provided assurance over the accuracy of information being recorded on systems, but it also highlighted inconsistencies in the way incidents are handled.
It found examples of call handlers being under pressure to end calls quickly and the grading of calls being dependent on resources available.
Police Scotland deputy chief constable, Rose Fitzpatrick – who is responsible for local policing – said the force will be implementing the recommendations of the report through a “detailed and comprehensive action plan”.
She added: “HMICS has highlighted a number of specific assurances around capacity, capability and processes including staffing levels, training, basic processes, management of high priority calls, risk assessment and information and communications technology which provide confidence to the public about telephone contact with the police.
“We acknowledge there have been challenges. (The) report recognises that we have already made progress in addressing these issues to ensure we can further strengthen call handling.”
Justice Secretary Michael Matheson said he had been assured Police Scotland will implement all 30 recommendations.
“The report confirms that significant progress has already been made, but gives the SPA and Police Scotland clear direction on where further improvements are needed,” he said.
“Those areas include programme management and governance, staff communication, training, technology and quality assurance. I will deal with each of those in turn.”