Public Services > Devolved

Police Scotland proposes to integrate control room and contact centre facilities

Matteo Natalucci Published 27 September 2017

The Scottish Police Authority (SPA) board will deliberate on the Police Scotland’s proposals on Thursday


Police Scotland has proposed the closure of the Inverness area control room (ACR) and service centre, with the transfer of ACR functions to the ACR North in Dundee and call handling transferred to the Police Scotland service centre (PSSC).

Police Scotland also recommended the SPA board create a new national database enquiry unit (NDEU) based in Inverness and Govan that will support operational policing functions and undertake live time database checks for frontline officers across the country 24/7.

The proposals will be considered by the SPA Board when it meets in Inverness on September 28.

At the creation of Police Scotland, Contact, Command and Control (C3) division operated from ten control rooms and nine service centres spread across eleven geographical sites.

Assistant chief constable John Hawkins said, “If approved by the SPA Board, these proposals will provide even greater resilience in the 999 and 101 call handling service we provide the public. For the first time since the creation of Police Scotland, the whole country will be covered by a single police command and control system making it easier for us to respond to critical and major incidents”.

Hawkins said, “Detailed planning has already taken place to enable us to provide the necessary level of assurance to the SPA Board. A significant number of milestones have already been achieved including increased ICT stability, independent assurance by industry experts of our staffing numbers, and the successful integration of our three service centre sites across Bilston Glen, Motherwell and Govan where 999 and 101 calls are answered by the first available Service Advisor”.

If the NDEU proposal is approved by the SPA, 28 permanent staff posts will be retained in Inverness with every member of police staff affected by the control room and service centre closure offered a job in the new unit. In addition, 14 police officers, currently deployed within Inverness ACR will return to operational duties in Highlands & Islands Division.

Hawkins said, “Every member of staff affected will be offered a position within the newly created NDEU, ensuring we retain our skilled and experienced staff who will work alongside colleagues already undertaking this role in Glasgow.”

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