I note from Dave's posting yesterday ref (http://www.west-midlands-pa.gov.uk/documents/committees/public/2008/09_Financean...) page 2 of the Chief Constable's report, item 3.4, third paragraph. Quote "But 0845 was a  universal number i.e. not related to geography and would always be charged at a local rate. no matter where (in the world) the call was made. Interesting but probably wrong!!!!

Last April Tayside Police adopted a 0845 number. Consideration is now being given to changing to a 0300 prefixed number!

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http://www.tayside.police.uk/jbpub/260109TJPBPapers.pdf

TAYSIDE JOINT POLICE BOARD
MONDAY 26 JANUARY 2009 AT 9.30AM
TOWN & COUNTY HALL, FORFAR


Agenda Item No 8
TAYSIDE JOINT POLICE BOARD
26 January 2009
Report by Chief Constable Report No. PB04/2009

SUBJECT : Implementation of an 0300 non-emergency number for Tayside Police

Abstract : Following recent developments in the telecommunications market, this report recommends the adoption of an 0300 telephone number as the primary non-emergency number for Tayside Police.

1. RECOMMENDATION

1.1 It is recommended that the Board:
(a) note the terms of this report
(b) note the change in circumstances which underpin the proposal to migrate to an 0300 non-emergency number
(c) approve the proposals to implement an 0300 non-emergency number for Tayside Police


2. BACKGROUND

2.1 In April, 2008, as part of the drive to introduce improvements to how calls from the public were handled within the Force, Tayside Police introduced an interactive voice response system to route public telephone calls in a more appropriate mechanism from that previously used. In order to support this change, the Force introduced an 0845 telephone number, namely 0845 600 5705, to provide a single non-emergency number across the whole Force.

2.2 This number was chosen as a part of a number range made available through a contract between Grampian Police, on behalf of ACPOS, and B.T. 0845 telephone numbers are non-geographic which means all calls should be dealt with in the same manner and at the same cost irrespective of where the call originates. The rationale behind the move to an 0845 telephone number was to provide an improved service at no additional cost to the public. It should be noted that at the time of that contractual negotiation there was no 0300 or other like number range available for consideration.

2.3 When first negotiated with B.T. the 0845 number was known as “LoCall”, as under the original B.T. home phone contracts, it attracted a local call rate. However, with the ever growing range of telecommunications companies and their various charging policies, these 0845 calls, in some instances were excluded from call packages and started to attract additional costs to the end user. The cost to mobile phone users can also be significantly higher to any “08” numbers, including 0845 and 0800 numbers even though 0800 numbers are often referred to as freefone.

2.4 Tayside Police publicised the 0845 number with a leaflet drop to every local household in June/July, 2008 and during this period the call volume of the 0845 number peaked at 7500, approximately 25% of the non-emergency calls into the Force. However, since that date the number of calls has fallen each month to approximately 6500 calls in November.


3. CURRENT POSITION

3.1 OFCOM (the independent regulator and competition authority for the UK communications industry) is aware of concerns regarding additional costs to end users associated with “08” numbers and has introduced a range of numbers with an 0300 and 0303 prefix. These numbers are only available to public bodies and “not for profit” organisations. The new “03” range has the same attributes as the “08” numbers including multiple geographic routings, however the cost to call the “03” numbers is set at a standard local or national rate so there is nothing ambiguous about what the public will be charged for calling these numbers.

3.2 Despite extensive unforeseen additional publicity it is clear that the Tayside Police single non-emergency number has not received the uptake the Force would have wished. There could be a number of reasons for this but it is considered the following are relevant:
o The number is not sufficiently memorable. This was obviously outwith the Force’s control as it fell within the national procurement of the 0845 number range.
o The fact that “08” numbers cost more.
o The fact that the number is not yet published within the telephone directory.

3.3 The UK Government has previously attempted to introduce a single non-emergency number (101) solution for a range of services which cut across local authorities and the Police. It had been hoped that in time this service would be expanded to cover all non-emergency contact with Public Services. ACPOS and the Scottish Government have been monitoring the development of the 101 pilots in England and Wales with a view to exploring the feasibility of introducing the same, or a similar service in Scotland. However, pilots of the 101 service have proved expensive and doubts have been raised over the value of this approach. In a recent response to the Scottish Parliament’s Audit Committee the Cabinet Secretary for Justice stated that the Scottish Government is not convinced that the considerable expense in terms of funding and organisational change needed to install a national single non-emergency number would be justified by the possible benefits. The Cabinet Secretary favours the development of local solutions to meet public demand. Without the support of Government and additional funding any roll out of a 101 type service in Scotland appears extremely unlikely.

continued...

Dave wrote on Feb 2^nd, 2009 at 9:48pm:

The author of the report was obviously well-briefed; there are many points that should be circulated to others in a similar position, including other public bodies across the UK.

A few comments to add:

This report was perhaps prepared before the BT announcement of calls to 0845 numbers being included in packages. It may be necessary to point out that this should not have any significant bearing on consideration of the issues. The key point is that for the majority of BT customers, calls to 0845 numbers are currently cheaper than 0300. This was true when the report was prepared with a recommendation to move to 0300. It remains true now, although is now less likely to remain true for long.

The point about the failure of the 101 project should be noted by other Police services and other public services that may have similar ideas - i.e. the NHS. If this idea cannot be made to work for the much simpler national structure of Police services, then it has little hope of success for the much more complex structure of the NHS.

As memorable 03xx numbers are being grabbed on a free-for-all first come first served basis, the Varney objective to have some structure to use of the 03xx range is increasingly being seen to have failed. The Contact Council of the (UK) Cabinet Office should have got hold of this issue many months ago, rather than simply whingeing about Ofcom not having given it total control. It must now move swiftly to prevent the possibility of disproportionately memorable numbers being held by providers of local services that receive relatively few calls as against the greater needs of larger national providers.

The minutes of the Tayside Joint Police Board meeting on 26th January, which considered this recommendation, have not been published. It will be interesting to know whether or not the recommendation was accepted at this public meeting.

Members of this forum may be able to assist Tayside Police with its efforts to overcome the difficulties involved in promoting a change of number after so short a time. Phrases such as "U-turn", and criticism of the fact that a wrong decision was made previously serve to discourage bringing the matter to public attention. Such comment may be fair and justified, however it may not assist achievement of the outcome that we seek. An offer of public support on behalf of SayNoTo0870 may be helpful - does anyone disagree?

Source: "Humberside" Police

http://www.humberside.police.uk/

Quote:


It is "appropriate" that government uses numbers which provides revenue share and thus does not allow for calls to be priced the same as any "local" call.

In short, they are public sector services and in their own arrogance, think that they can use revenue sharing numbers to derive as much "benefit" as possible from citizens.

Source: Bridlington Free Press

http://www.bridlingtonfreepress.co.uk/news/Petition-for-better-police-communicat...

Petition for better police communications

Published Date: 05 February 2009
By John Edwards

NEIGHBOURHOOD Watch groups have launched a petition to improve communications with the local police.

Members of the public have to call the 0845 6060222 number, which takes them through to the call centre in Hessle. But Watch co-ordinators want a Bridlington number made available so they can report low-priority incidents or speak to PCSOs who cover their patch.

They have suggested an answerphone, for people to leave messages for the neighbourhood police team would be an acceptable compromise.

Town councillor Pam Austin, who runs the Cottage Farm Neighbourhood Watch group, has set up the petition.

She said: “We are worried people are calling 999 and being told to ring the 0845 number. Some people are put off by having to pay to phone the police and don’t bother to report things. Not everybody has free 0845 calls.

“It is a barrier and at Bridwatch we want people to report as many incidents as possible.

“We want to see if we could get a local number just to report things. It would give the police better intelligence and that’s what Bridwatch is all about.

”We have watch surgeries and a common complaint is you are speaking to someone who hasn’t a clue where you are talking about because they are in Hessle.”

Battles to get a direct line through to Bridlington Police Station have been ongoing since the 0845 number was introduced. Bridwatch believes it is more important than ever, with groups needing to speak to the PCSOs who cover their patch.

Coun Austin said: “It’s a communication problem but people are a worried.”

Petitions are being distributed through Neighbourhood Watch groups across town.

Sheets can also be signed at Bridwatch’s Reach Out Centre, in Quay Road.

Dave wrote on Feb 12^th, 2009 at 12:55pm:


Doh but 40% of calls are from mobile phones and most mobile phones charge premium rates to call 0800 numbers.

So they will still need an 03 number too for anyone calling them on a mobile phone.

Cambridgeshire Police Authority has a 0300 number. We await to see when the constabulary itself switches from 0845.

http://www.cambs-pa.gov.uk/contact.cfm

jgxenite wrote on Mar 7^th, 2009 at 6:49pm:


Surrey Police have talked a load of hopeful sounding waffle about being aware of the call cost issue with their 0845 phone number over the last year or so but so far done precisely nothing about it despite the introduction of 03 phone numbers by other UK police forces.