Central Communications Command

The Central Communications Command (CCC, also known as Metcall) is the largest Operational Command Unit OCU of London's Metropolitan Police Service. It sits within Territorial Policing, the business group within the Met that is responsible for Borough Policing and public contact. It is responsible for receiving emergency and non-emergency public telephony within the Metropolitan Police and between the police and the public & other forces, taking over from a number of smaller communications rooms scattered throughout the service. The "C3i programme", intended to modernise command and control and combine the MPS's communications into a single department was led by Sir Ian Blair prior to his promotion to Commissioner; the transition to the new system began in 2004 and was completed in December 2007. The OCU was intended to be known as "Metcall", selected by an internal staff competition, but this name is the registered property of the UK Meteorological Office. There are three main command-and-control at Hendon, Bow and Lambeth.

Previous command and control system

Historically, each of the Met's Borough Operational Command Units (BOCUs) had its own control room, known internally as the 'CAD Room' (for Computer Assisted Despatch) which dealt with incoming non-emergency telephone calls and with despatching police officers to all calls in that area. In addition Information Room at New Scotland Yard received 999 calls which were sent to the CAD Room to be dealt with. In 2004 staff began to migrate on a borough-by-borough basis to Metcall, with Southwark being the first BOCU to move.

The C3i programme

The C3i programme (Communication, Command, Control & Information) was a nine year programme to modernise the MPS's communications and the way it deals with the public. It included other parts of the MPS's communication and information systems (most notably the greatly enhanced translation facilities and changes to the remit and function of Telephone Investigation Bureaux) as well as Metcall itself^[1].

New command and control system

One of the three CCC centres. Note the array of Airwave antennae on the roof.

Following completion of the Metcall programme in late 2007, all Met communications are dealt with at three dedicated centres at Hendon, Bow and Lambeth, covering west; north and east; and south London respectively^[2]. Within each centre is a call receipt facility, called First Contact and a dispatching facility called Dispatch. In First Contact call takers sit in pods of twelve positions, each pod having its own supervisor. Dispatching pods have two or three dispatcher and one supervisor position. The size of the dispatching pod depends on how busy the borough that it supports is. Patrol officers are dispatched through the Airwave radios and by sending information direct to the MDT terminal in every police vehicle.

Call handling

Any caller calling police will be passed to a First Contact operator. If the call needs to be recorded by the police, a record is made on the Contact Handling System, a tailored iteration of the AIT Portrait CRM product. If an officer needs to be dispatched, this record is passed into the Computer Aided Despatch (CAD) application, and a CAD record will be created^[3].

Graded response

Once the initial information has been inputted, the CAD will be allocated a grade of urgency. All calls are given one of five grades:

• I grade ("immediate response") — calls which in the operator's opinion constitute a genuine emergency. The target response time for all "I" graded calls is within 12 minutes, and in any event to be attended as soon as possible.
• S grade ("significant priority") — these are calls which, in the operator's opinion, do not constitute a genuine emergency but nonetheless need to be attended as soon as possible. To preserve forensic opportunities or to maintain public confidence "S" grade calls must be answered within 60 minutes. All "S" graded calls are intended to be attended within one hour; however, in practice many of these calls are ignored for some time due to pressure on resources caused by "I" graded calls.
• E grade ("extended time") — these are calls which in the operator's opinion require attendance, but for various reasons do not require a response target time. The grade is most frequently used when the caller has indicated that they are unavailable and an agreement is made to attend at a later date.
• R grade (referred) — all calls which in the operator's opinion do not require any response; mainly either calls where the operator has offered advice and this has resolved the problem, or duplicate calls to incidents of which the police are already aware and dealing^[3].

Once the CAD report has been created, it is passed to the relevant Dispatch for the borough in question to decide what officers to deploy to it. The Supervisor (see below) can change the grading of the call if necessary, but only in exceptional circumstances.

During the programme transition there were a number of challenges with late technology and the preparedness of staff to work in the new environment, and not all performance targets were met. As the new OCU bedded down, perfomance consolidated and the command now achieves all of the national call handling targets set by the Home Office through the HMIC and NPIA.

Integrated Borough Operations

As the Despatch operators within the Metcall centres are drawn from across London and no longer tied to a particular London Borough, they no longer have local knowledge which may assist in deciding how best to respond to the CADs when they are passed through. As a result of this, each borough now has an Integrated Borough Operations (IBO) department, made up of a team of police officers (generally five at any given time). When the CAD incident is passed to Despatch, it is simultaneously passed to the relevant IBO. The IBO will read it and compare it to existing police records, to decide whether there is any additional information which will need to be taken^[4].

The introduction of IBOs has proven exceedingly controversial. One of the primary aims of the C3i programme was and is to reduce the number of police officers currently serving in the communications environment, allowing them to return to active duties. However, the introduction of IBOs has meant that 450 police officers have had to be removed from active duties to staff the IBOs^[5]. It has been proposed to allow Police Community Support Officers to work in the IBO, allowing police officers to return to active duties^[5], but thus far the proposal has not been implemented. Recently TP have published staffing guidelines abandoning the original goal of civilianisation with a 8:4 ratio of Police Officers to Staff. The reason for this is at present unclear however it has had the effect of closing an escape route for CCC staff.

Contact Handling System

The Contact Handling System (CHS) is a software application intended to provide more information to call handlers when taking emergency calls.

CHS differs from the older CAD system and from systems used by other emergency services worldwide in that far more information can be input into the system by the CAD Operator and the information can be retrieved and sorted more easily. However, it has proven unpopular thus far with CAD Operators and Police Officers; operators consider it unnecessarily complicated to use, and police find CHS-derived information difficult to interpret, particularly via MDT terminal.

It was intended that CHS be brought into place upon each OCU/BOCU's transfer to the Central Communications Command. However, the system proved unstable and incapable of dealing with high call volumes and the old CAD system was kept in place^[6]. It is now intended that the two systems run in parallel until 2012^[7].

Criticism of the new 'CHS' system

Central Communications Command hit the headlines in 2006, when Peter Smyth, a spokesman for the Police Federation condemned the Contact Handling System by describing it as "at best unreliable, and that's if it works at all". He added that "Metcall will have taken 900 officers off the beat by the end of next year, and meanwhile, an ever-growing army of community support officers who walk around like gaggles of lost shoppers have been recruited to take the places of these experienced officers in the streets"^[8].

Controversy over racial imbalance and recruitment targets

Approximately 10% of staff at the centres are Police Officers, while the remainder are civilian staff. Central Communications Command staff, particularly at supervisor level and above, are disproportionately white. Although positive discrimination on grounds of race or gender is illegal in the UK^[9], the Central Communications Command nonetheless uses targets for recruitment, leading to some controversy. In 2006 the targets for new recruitment for civilian staff were 21% non-white and 50% female (civilian), and 7% non-white and 22.5% female (police officers)^[10]. The recruitment targets of 21% & 7% are still well below the 29% of London residents classing themselves as non-white in the 2001 census^[11].

Press reaction to CCC and the C3i programme

The local press in London, particularly the Evening Standard, has generally been very critical of Metcall, often citing concerns about the perceived increase in the time taken to answer telephone calls and to deploy police officers to incidents^[12][13]. A number of local newspapers have also raised concerns about the loss of local knowledge due to operators no longer dealing only with a single small area^[14]. It is hoped by MPS management that, following the completion of the transition to the Metcall centres and a subsequent stabilisation of staff turnover rates, any shortcomings will cease to be an issue and more efficient staff working will free up those police officers currently at CCC to return to an operational role, further improving the MPS's efficiency^[15].

Staff structure

Central Communications Command is unique within the Metropolitan Police in its staff structure. It is both the largest Operational Command Unit and the only one whose operational roles are primarily staffed by civilian staff. Consequently, it has a different structure to all other branches of the MPS.

Duty Officers

Each of the three Metcall centres has two Duty Officers on duty at any given time (making a total of six on duty across the three centres). One of the Duty Officers is always a serving Inspector, whilst the other is always an experienced member of the civilian staff. The Duty Officers bear ultimate responsibility for decisions taken within the centre, and are also responsible for staff welfare within their centre^[16].

CAD Supervisors

Each "pod" - generally covering between two to four Operational Command Units - has two CAD Supervisors. Their role is to oversee the Operators, to take control of particularly difficult situations, and to have final say over when an incident can be 'closed'. In addition, one or two Supervisors will oversee the First Contact process (see above), ensuring calls are dealt with correctly^[17]. The role of Supervisor is filled either by a Sergeant or by an experienced member of the civilian staff.

Supervisors are commonly (but incorrectly) referred to as "Controllers"; the post of Controller was a historic post prior to the introduction of the C3i programme, and was responsible for the supervision and staff welfare of CAD Operators on a particular borough. On transition to Metcall centres, the majority of Controllers became Supervisors at Central Communications Command.

CAD Operators (Communications Officers)

CAD Operators (also known as Communications Officer or Civilian Communications Officer) make up the majority of operational CCC staff. Most are civilian, although some posts are filled by Police Officers on secondment due to staff shortages. It was intended that by the end of 2007 the position would be entirely civilianised.

Job role

CAD Operators perform two functions. In the First Contact (FC) role (also known as call receipt), they answer 999 and non-emergency telephone calls to police and enter the details of the call onto the MPS computer system. In the Despatch role they read the details of the calls as entered by First Contact, decide on the appropriate action to take, and, when police deployment is necessary, assign police officers using Airwave radios or by sending information directly to the MDT terminal of police vehicles. Most CAD Operators rotate between the two roles, but some are dedicated to one or the other.^[18]

The title "CAD Operator" comes from the Computer Assisted Despatch program that the MPS has used since 1984; while this system is still in use, it is gradually being superseded by the new Contact Handling System application.

Location

On the introduction of the CAD system in 1984, each OCU and BOCU had its own team of CAD Operators based at a local police station. Staffing levels varied, but a typical busy station consisted of five to seven on-duty operators split between the First Contact and Despatch positions, plus a "Controller" with overall responsibility. An additional bank of operators, known as the Information Room, was based at New Scotland Yard and handled 999 calls and major incidents.

In 2004, local CAD Operators began to transfer to the new Metcall centres; the transfer was completed in December 2007^[2].

Operator numbers

There are just over 2,000 CAD Operator positions within the MPS, and approximately 400-500 theoretically on duty at any given time. Due to staffing issues stemming from the transfer to the Metcall centres, the numbers are currently much lower^[19], and a number of police officers have been seconded to Central Communications Command to fill vacancies; this removal of officers from active duties led to some controversy. The Metropolitan Police Authority intends to eventually have all CAD Operator positions filled by civilians, allowing police officers to return to active duties^[15].

Staff shortages

When the C3i programme began to be implemented in 2004 it was extremely controversial both within and outside the Met. A number of staff were reluctant to relocate to the new centres, and were also concerned about the substantial changes to their job role. Due to concerns about large numbers of potential staff shortages, the controversial 'Career Management' scheme was introduced; this meant that for some time prior to the introduction of Central Communications Command all staff currently working in CAD Rooms were barred from transferring to any other department within the MPS^[19]. Despite this, a number of existing staff resigned from the service altogether rather than transfer and serving officers are reluctant to transfer to Central Communications Command due to concerns they may not be released for some time.

See also

• Central Operations
• FiReControl
• FireLink
• Gold Silver Bronze command structure
• The Job (police newspaper)

References

1. ^ "C3i Communications". Metropolitan Police Service. Archived from the original on July 18, 2007. http://web.archive.org/web/20070718034433/http://www.met.police.uk/c3i/communication/index.html. Retrieved 2007-04-13. 
2. ^ ^{a b} "Monitoring Report by Central Communications Command on the Police Response to Incoming Emergency Calls" (PDF). Metropolitan Police Service Patrol & Response Strategic Group. 2006-10. http://www.met.police.uk/foi/pdfs/policies/emergency_calls_monitoring_report.pdf. Retrieved 2007-01-02. ^{[dead link]}
3. ^ ^{a b} "IPCC independent investigation into the police response to 999 calls on the 21st and 22nd April 2006 in Tooting" (PDF). Independent Police Complaints Commission. http://www.ipcc.gov.uk/ipcc_exec_summary_-_tooting_-_final.pdf. Retrieved 2007-05-31. 
4. ^ Freeman, Alison (2006-05-04). "Drug Scheme Area Police Team Cut". BBC News. http://news.bbc.co.uk/1/hi/england/london/4969120.stm. Retrieved 2007-05-31. 
5. ^ ^{a b} Calcott, Inspector Stephen (2007-01-25). "Role of Police Community Support Officer in the Metropolitan Police Service". Metropolitan Police Authority. http://www.mpa.gov.uk/committees/mpa/2007/070125/07b.htm. Retrieved 2007-05-31. 
6. ^ Broadhurst, Commander Robert (2005-01-19). "Crime Management Best Value review, Implementation Plan Update". Metropolitan Police Authority. http://www.mpa.gov.uk/committees/ppr/2005/050119/05b.htm. Retrieved 2007-04-12. 
7. ^ "Draft Capital Programme 2007/08-2009/10" (PDF). Metropolitan Police Service. http://www.mpa.gov.uk/downloads/committees/f/070215-06-appendix02.pdf. Retrieved 2007-04-13. 
8. ^ Steele, John (2006-05-18). "We Have No Confidence in Met Chief, Say Constables". Daily Telegraph. http://www.telegraph.co.uk/news/main.jhtml?xml=/news/2006/05/17/nmet17.xml 
9. ^ "Positive Action in Employment". Commission for Racial Equality. http://www.cre.gov.uk/legal/rra_positive.html. Retrieved 2007-04-09. 
10. ^ Metropolitan Police Service Quality & Performance Services (2005-03-17). "Directorate of Information Business Plan 2005-06" (PDF). Metropolitan Police Service. Archived from the original on September 30, 2007. http://web.archive.org/web/20070930203609/http://www.met.police.uk/foi/pdfs/aims_objectives_plans/corporate/doi_business_plan_2005-06.pdf. Retrieved 2007-04-09. 
11. ^ "UK Census 2001". Office of National Statistics. http://www.statistics.gov.uk/census/default.asp. Retrieved 2007-04-09. 
12. ^ Marzouk, Lawrence (2006-03-19). "Police Response Times Target Missed". This Is Local London. Newsquest Ltd. http://www.thisislocallondon.co.uk/news/topstories/display.var.709208.0.police_response_times_target_missed.php. Retrieved 2007-01-02. 
13. ^ Bentham, Martin (2008-08-12). "Met takes two minutes to answer 999 call". This is London. Newsquest Ltd. http://www.thisislondon.co.uk/standard/article-23531075-details/Met+takes+two+minutes+to+answer+999+call/article.do. Retrieved 2008-08-12. 
14. ^ Osley, Richard (2006-07-06). "Police Officer Sings Like a Canary". Camden New Journal. http://www.thecnj.com/camden/070606/news070606_10.htm?headline=Police_officer_sings_like_a_canary_in_tell-all_blog. Retrieved 2007-01-02. 
15. ^ ^{a b} Morris, Sir William (2004-04-01). "Transcripts of Public Sessions of the Morris Enquiry". The Morris Enquiry. http://www.morrisinquiry.gov.uk/transcripts/2004-04-01-1-tus.htm. Retrieved 2007-01-02. 
16. ^ Shiel, Superintendent Pat (2005-12-08). "Best value review of managing demand". Metropolitan Police Authority. http://www.mpa.gov.uk/committees/ppr/2005/051208/05.htm. Retrieved 2007-04-13. 
17. ^ "Central Communications Command Role Profiles". Metropolitan Police Careers Unit. http://www.metcareers.co.uk/media/doc/vacancies/officer/ccc%20-%20role%20profile%20pc.doc. Retrieved 2007-04-12. 
18. ^ "Police Staff/Communications Staff". Metropolitan Police Authority. Archived from the original on January 7, 2007. http://web.archive.org/web/20070107014022/http://www.metpolicecareers.co.uk/default.asp?action=article&ID=199. Retrieved 2007-04-09. 
19. ^ ^{a b} Metropolitan Police Citizen Focus Team (2005). "Summary of MPS Responses to Online Consultation on 2006/2007 Policing Priorities" (PDF). Metropolitan Police Authority. http://www.met.police.uk/dcf/files/consultation/consultationresponse_0607.pdf. Retrieved 2007-01-02. 

External links

• Photograph of MPS Traffic Control showing a typical CAD environment