Today South Wales Police is launching its Accessibility strategy to outline plans for keeping in touch with and serving the needs of the communities of
South Wales in 2012
and beyond.
The strategy is being launched on our website at www.south-wales.police.uk. This begins a process of consultation during which members of the public will have the opportunity to give us their feedback by clicking the link for the email address:
accessibility@south-wales.pnn.police.uk
You will be aware from previous announcements that we are fundamentally reviewing our service, refocusing our efforts on the front line in order to put our communities at the heart of what we do. However further change is necessary to ensure we can continue to deliver a 21st century police station despite the challenges that we face.
The Accessibility Strategy is being developed to make sure everyone in
South Wales gets the service they need and deserve and to ensure that South Wales Police is the best at understanding and responding to the needs of the public 24 hours a day, seven days a week.
This strategy includes proposals for a review of provision at all police stations which will soon be made available to the public on the South Wales Police website.
Outside
London the Force has the largest number of police buildings in
Wales and
England. Many of these are in a poor condition and in the wrong location for the needs of the public.
How will we improve accessibility in 2012?
We are committed to helping customers contact us via :
• Phone.
• One to one police officer or PCSO contact.
• In person at police stations across the force.
• At mobile community access points – travelling around the area, providing access on the doorstep of customers.
• Improved web access
• Developing our social networking sites.
• Letter
What difference will the public see and how will they benefit?
Public Service Centre
Our Public Service Centre, launching in Spring 2012, will serve as a ‘one stop shop’ for customers who contact us by phone. Research shows that this is now by far the most popular way to get in touch with us.
At the PSC staff will try to assist in the resolution of a caller’s problem on the spot. If this is not possible they will have the ability to deploy a police officer immediately, schedule an appointment for a convenient time, or refer it to an officer or member of staff with specific skills in that area, domestic violence or hate crime for instance.
We have invested in new technology that allows the Public Service Centre to track the location of our officers and vehicles and ensure that our service is delivered on time, by the right person with the appropriate skills.
Front Counter Services at Police Stations
We are committed to providing members of the public with opportunities to talk to officers and staff face to face, providing a safe, private, and pleasant environment to discuss personal or sensitive matters. We have recognised that the number of customers visiting some of our community police stations and front desks is now extremely low.
As part of our Accessibility Strategy we have looked at how many people use police stations and based on demand we propose enhancing our front counter services at eight key and busy locations across the force. Namely:
Bridgend
Barry
Cardiff
Bay
Cardiff
Central
Merthyr
Pontypridd
Neath
Swansea
Central
These stations will operate 16 or 24 hour walk-in-service to the public staffed by a station enquiry clerk. Of course by prior appointment we can see you either at other police stations or via a mobile access point.
We will also seek to make our service generally more accessible, and hope to achieve this through a combination of fit for purpose buildings and an array of effective alternative methods of accessing our services.
However these proposals also suggest reducing the number of station enquiry posts at stations across the force area in 2012. We will try to redeploy or ensure voluntary redundancy for these staff.
Mobile Community Access Points
We will also be launching purpose-built vehicles to allow people to sit down and discuss with us their concerns. They will travel though communities on a regular basis and will be a visible presence in towns and villages. In this way we will continue to offer face-to-face contact to members of the community.
These will provide a range of services to communities working with local community teams and Community Safety Partnerships. The facilities on offer could include web access to our services, advice surgeries, recruitment and other services requested by communities. They will have published times and dates at specific locations so that we continue to offer the option of a face to face, flexible service to the community, managed centrally with dedicated staff.
They will also provide an opportunity for less mobile residents to meet an officer, discuss concerns and pass on and receive information of interest.
PCSOs
We will soon be recruiting over 200 PCSOs who play a valuable and vital role and face-to-face contact in our communities, and will be in addition to the PCSOs you already have in your community.
Web Access and e-services
We have established a specialist ‘E-services Team’ to develop service delivery through technology. Four key areas are being developed:
• A new website providing a route map to services and improved access to information.
• On line crime reporting – the opportunity to report non- emergencies on line.
• On line crime tracking – this will enable members of the public to keep track of the progress of an investigation online using a unique crime number to log in.
• On line recruitment – a facility to enable the public to apply for police, PCSO and police staff vacancies on-line.
Speaking about the Accessibility Strategy, DCC Colette Paul said:
“Our Accessibility Strategy aims to make it easier and more convenient for all members of the public to get in touch with us when, where and how they choose and to make sure we give everyone in our policing area the service they need and deserve.
“For the future we want to ensure that we are the best at understanding and responding to our communities’ needs 24 hours, seven days a week.
“Times are changing and so are communities and the way we police them. Fewer people now pop into a police station to speak to an officer in person. The telephone, especially mobile phone, the internet and email, are becoming increasingly important ways to get in touch. We need to adapt accordingly.
“But we are also committed to continuing to provide face-to-face contact where it is needed most.
“We know some communities may be concerned about the idea of some front counter services being withdrawn from police stations but we would like to stress that the stations will still be in use by police officers, PCSOs and community teams.
“Traditionally front counter facilities across the force area have been based in the majority of stations in our towns and villages but the Force has a very large estate, much of it in a bad state of repair and no longer fit for modern policing.
“Other stations have front desk functions even though, in reality, demand has declined. Research has shown that visitors and callers to some of our stations are minimal and, as such, maintaining front counter staff does not provide value for money or the best possible service to the community.
“We want officers out and about doing their jobs where they are most needed.
“We know from our research and public feedback that the telephone is by far the most popular way for people to get in touch with us now.
“The opening of our Public Service Centre Project in April is vital to dealing with these calls, giving people the service they need when they need it. It will be a ‘one stop shop’ where staff and officers can take both emergency and non-emergency calls and try to deal with and solve a caller’s problem right away.
“This is a time of change and retaining public confidence and responding to the needs of our communities are our top priorities. That is why we are changing the way we work, to make ourselves more accessible to the public. Key to this will be to continue to develop other methods of engagement at public buildings, shopping areas, and formalising them as community access points.
“We will also be launching purpose built vehicles to allow people to sit down and discuss with us their concerns. They will travel though communities on a regular basis and will be a visible presence in towns and villages. In this way we will continue to offer face-to-face contact to members of the community.
“In development are new online facilities such as a new and improved website, providing better access to information. When our on-line crime reporting facility is ready, people will be able to report non-emergencies and incidents on-line instead of by phone, keeping track of what is happening with the investigation using a unique crime number to log in.
“By adapting in these ways we will make sure we have a modern service for a modern
South Wales.”
Your opinions are very important to us, you can view and comment on our Accessibility Strategy at www.south-wales.police.uk. Alternatively please email us directly at accessibility@south-wales.pnn.police.uk