1 00:00:00,080 --> 00:00:02,080 Speaker 1: Police are having trouble with their phones as well, which 2 00:00:02,120 --> 00:00:04,960 Speaker 1: probably won't surprise you. Target of answering seventy percent of 3 00:00:04,960 --> 00:00:08,039 Speaker 1: non emergency calls within ninety seconds, they're not at seventy 4 00:00:08,119 --> 00:00:10,600 Speaker 1: by the way, that at seventeen average time at six 5 00:00:10,600 --> 00:00:12,840 Speaker 1: minutes and thirty six seconds. So now they've dropped that target, 6 00:00:12,840 --> 00:00:16,960 Speaker 1: they'll focus on customer satisfaction. Police Director of Service Superintendent 7 00:00:17,000 --> 00:00:20,720 Speaker 1: Blee McDonald's will Us Blair, morning to you, Mardien and 8 00:00:20,800 --> 00:00:22,280 Speaker 1: Mike caw Are you I'm very well and do these 9 00:00:22,320 --> 00:00:24,400 Speaker 1: non emergency calls? What sort of thing are they after? 10 00:00:26,000 --> 00:00:28,920 Speaker 2: Well, look at a really broader church of things that 11 00:00:29,480 --> 00:00:31,960 Speaker 2: members of the public can come to us for. Typically 12 00:00:32,080 --> 00:00:35,880 Speaker 2: it is to report some type of low level property crime. 13 00:00:36,479 --> 00:00:41,760 Speaker 2: We do manage very minor family harm matters. They can 14 00:00:41,800 --> 00:00:44,080 Speaker 2: report that to us. But also some people just ring 15 00:00:44,159 --> 00:00:46,000 Speaker 2: us because they might be confused. They want to know 16 00:00:46,000 --> 00:00:48,320 Speaker 2: what the timers look how our staff have to be 17 00:00:48,520 --> 00:00:51,360 Speaker 2: very agile and we're almost Google for the police, is 18 00:00:51,400 --> 00:00:52,400 Speaker 2: how I like to describe it. 19 00:00:52,320 --> 00:00:54,760 Speaker 1: That's why I asked the question, at these just idiots 20 00:00:54,800 --> 00:00:55,480 Speaker 1: wasting your time? 21 00:00:56,960 --> 00:00:59,880 Speaker 2: No, not really, like I said, we are a differently 22 00:01:00,240 --> 00:01:03,640 Speaker 2: a date deeper to our organization, and we do. We're 23 00:01:03,640 --> 00:01:06,000 Speaker 2: the big open end of the funnel. So when people 24 00:01:06,600 --> 00:01:09,280 Speaker 2: contact us, we try to identify, Oh, actually this should 25 00:01:09,280 --> 00:01:10,800 Speaker 2: go through to one way mine. You actually need to 26 00:01:10,800 --> 00:01:13,680 Speaker 2: see a police officer right now, so hey, we can 27 00:01:13,720 --> 00:01:14,560 Speaker 2: actually help you with that. 28 00:01:14,959 --> 00:01:17,920 Speaker 1: Okay, what is customer satisfaction and how are you going 29 00:01:17,959 --> 00:01:18,480 Speaker 1: to measure it? 30 00:01:20,040 --> 00:01:23,319 Speaker 2: Well? For us, we've learned over the last two years 31 00:01:23,319 --> 00:01:26,479 Speaker 2: through our Voice of the Customer that if a member 32 00:01:26,480 --> 00:01:29,520 Speaker 2: of the public rings us and they feel understood, listen 33 00:01:29,600 --> 00:01:32,800 Speaker 2: to that, We've understood the information they've provided us, and 34 00:01:32,840 --> 00:01:35,839 Speaker 2: the most importantly, that we've given them a really clear 35 00:01:35,920 --> 00:01:38,800 Speaker 2: expectation about what police will do with that next. That 36 00:01:38,920 --> 00:01:40,959 Speaker 2: drives our customer satisfaction. 37 00:01:41,400 --> 00:01:43,760 Speaker 1: Okay, when will we know whether this is any better 38 00:01:43,800 --> 00:01:45,520 Speaker 1: than what we previously had, which hasn't worked. 39 00:01:47,600 --> 00:01:49,400 Speaker 2: Oh look, I'd argue, at the moment we know that 40 00:01:49,520 --> 00:01:52,840 Speaker 2: now we've seen a massive increase in the amount of 41 00:01:52,840 --> 00:01:56,400 Speaker 2: contact that police have now with the public. It's really 42 00:01:56,440 --> 00:01:59,360 Speaker 2: fascinating that and I've only been in this role four 43 00:01:59,400 --> 00:02:04,400 Speaker 2: months but learned that between us and one one one, 44 00:02:04,560 --> 00:02:07,160 Speaker 2: we make up almost eighty percent of all contacts with 45 00:02:07,320 --> 00:02:09,760 Speaker 2: members of the public, and for most of us, we 46 00:02:09,840 --> 00:02:12,400 Speaker 2: would assume that actually most contacts haven't been at a 47 00:02:12,440 --> 00:02:15,080 Speaker 2: police station or with the frontline police officer. We're actually 48 00:02:15,120 --> 00:02:18,359 Speaker 2: eighty percent of at volume and touch point in community. 49 00:02:18,440 --> 00:02:20,519 Speaker 1: All right, Blair, appreciate it very much, Blair McDonald, that 50 00:02:20,520 --> 00:02:23,040 Speaker 1: doesn't surprise me at all when you say you would 51 00:02:23,040 --> 00:02:25,160 Speaker 1: assume that most contacts at a police station. Find me 52 00:02:25,200 --> 00:02:27,120 Speaker 1: a police station. I mean most people will have a 53 00:02:27,160 --> 00:02:30,160 Speaker 1: clue with the local police stations. Having said that, if 54 00:02:30,200 --> 00:02:32,920 Speaker 1: you just want the time in ringing the police, do 55 00:02:32,960 --> 00:02:35,440 Speaker 1: you mind waiting six minutes and thirty six seconds? My 56 00:02:35,520 --> 00:02:37,600 Speaker 1: guess is if you're the sort of person who thinks 57 00:02:37,600 --> 00:02:40,720 Speaker 1: that ringing the police to ask the time, you've probably 58 00:02:40,720 --> 00:02:43,320 Speaker 1: got six minutes and thirty six seconds on your hands. 59 00:02:44,080 --> 00:02:46,959 Speaker 1: For more from the Mike Asking Breakfast, listen live to 60 00:02:47,080 --> 00:02:50,160 Speaker 1: news talks that'd be from six am weekdays, or follow 61 00:02:50,200 --> 00:02:51,760 Speaker 1: the podcast on iHeartRadio.