Cleveland and Steria given high satisfaction rating from public

The first month of Cleveland Police’s partnership with global business services organisation Steria has resulted in a 98.8 per cent satisfaction rating from the public for its call handling. Steria has been delivering the force’s control room, community justice and back-office functions through a shared service partnership with Cleveland Police Authority announced in June last year.

Jan 6, 2011
By Paul Jacques
Former PCs Deniz Jaffer (left) and Jamie Lewis.

The first month of Cleveland Police’s partnership with global business services organisation Steria has resulted in a 98.8 per cent satisfaction rating from the public for its call handling. Steria has been delivering the force’s control room, community justice and back-office functions through a shared service partnership with Cleveland Police Authority announced in June last year.

The partnership aims to deliver £50 million in cashable savings through the delivery of shared business services. Steria began providing these services on October 1, 2010, including the launch of a new call-back system which asks members of the public about the quality of service they received and provides feedback on performance. Of the possible 5,202 questions relating to either speed of call answer or handling of calls, 98.8 per cent responded either “satisfied”, “very satisfied”, or “highly satisfied” with the service they received.

Under the shared services agreement, Steria delivers key services including: call handling; support for the preparation of criminal case files; and shared business services covering finance, HR, payroll, commissioning and fleet management.

Delivering on its promise of ‘Putting People First’, the partnership is well on its way to improving call handling and enabling officers to devote more time to frontline policing and community engagement, through reduced administrative paperwork.

Cleveland Police Authority chair, Councillor Dave McLuckie, explained: “We always made clear that one of the key objectives of the partnership was to deliver a better service to the public, along with greater value for money and protecting the interests of staff.

“The fact that in the first 30 days of the partnership we have been able to gain over 5,000 responses from members of the public through the call-back system and that we have received such a high level of positive responses is very encouraging.”

Chief Constable Sean Price added: “It is only by soliciting regular feedback and responding accordingly that we can continue to improve the service we provide to all of our communities. The partnership with Steria is going extremely well, with performance levels across all areas is being maintained or exceeded.”

John Torrie, CEO of Steria UK, said: “The beginning of any business partnership is obviously a critical time, so I’m delighted to see how well our collaboration with the Cleveland Police Authority is being received. Ours is a long-term partnership and as such, we are committed to continuous improvement and service delivery excellence at every step of the way.”

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