Police Scotland should provide details of the service the public can expect, says report

Police Scotland should provide details of the service the public can expect to receive when they call the police in a non-emergency situation, a report has recommended.

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Guidance should also be given to police call-centre staff setting out the quality of service they should provide to the public.

The call for clearer guidance was made in the Review of Legacy Inspection Recommendations by HM Inspector of Constabulary in Scotland (HMICS).

The review assessed whether the single police force has implemented historical recommendations made in HMICS inspection reports dating back to 2008.

Of the nine historical recommendations inherited by the single force in April last year, only one, relating to call handling, has been "refreshed for further action".

HMICS Derek Penman said: "We welcome the progress made by Police Scotland in taking forward the recommendations identified from our previous inspections.

"However, given the major changes to call-handling arrangements across Scotland and the rationalisation of police control rooms, we believe that information on the level of service that the public can expect to receive in relation to call-handling should be developed by Police Scotland and made available publicly.

"We recommend that Police Scotland create and publish details of the service that members of the public can expect to receive when they call the police.

"This should be supported by clear internal guidance which focuses on quality of service.

"Police Scotland should also develop and publish performance information on how these standards are being met.

"The service standards should contain enough detail for the public to understand what Police Scotland can and cannot do in various circumstances."

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