Thames Valley Police Awards Case Study 2009: Being there for our customers


How Primetime changed long-established work schedules, raising service levels by 10% and dropping overtime budgets by 30%, while simultaneously reducing pressure at busy periods.

Summary
See how introducing Primetime generated a significant budget saving in the police enquiry centres (PECs) and took service levels from 84.9% to 93.4% on non-emergency calls. Implemented after full consultation, the Primetime contracts apply to new police staff and volunteers; they offer schedule flexibility to better match customer demand and provide for longer working weeks in the summer. There has also been a big impact on people; individual preferences can be taken account of and hours lost to sickness by Primetime staff are half that of operators working fixed rotational shifts.

Results

  •  Non emergency service level up from 84.9% to 93.4%
  •  Overtime spend reduced by approximately 30%
  •  Primetime sickness is half that of operators working fixed rotational shifts

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