Transforming service delivery in Northumberland
About the 101 Programme
101 as a Single Non Emergency Number was proposed in 2005 as a new service that would provide the public with direct access, through a new 3 digit number, to community safety advice, information and action, while freeing up the 999 emergency service to handle emergency incidents.
The 101 Programme was launched in five Wave 1 areas during early 2006. The first wave involves Partnerships between police forces and local authorities in areas of Hampshire, Northumbria, Leicestershire, South Yorkshire and South Wales. The planned Wave 2 projects were scrapped in late 2006 to the disappointment of the 12 candidates. Wave 1 projects became pilots and continued to show the potential of the service until funding ceased in March 2008.
Lessons learnt
During its short period of operation the 101 service in Northumbria was regarded by many as an exemplar shared services project. The FOSS Conference 2008 white paper 'Partnering and multi-agency working' highlights the achievements.
Over the last year in Northumbria have demonstrated the potential for collaboration. For example, through a regular analysis of incoming calls, the partnership has built-up business intelligence on the services customers need. High volumes of calls were signposted on to the region’s Environment Agency. Bringing the Agency in as a partner has improved the service to customers.
The service has also improved handling of a range of welfare and protection areas, such as child protection issues, reports of missing persons, and welfare concerns such as domestic violence. Callers were previously merely signposted to the appropriate organisation, subsequently losing contact with public services.
As one door closes....
In the light of the benefits of collaborative working, Sunderland and Newcastle city councils have decided to take over the 101 infrastructure and turn it into a council hot-line for residents in both cities. This belief in the value of the 101 delivery model means that the scope of the underpining technology is also expanding.
Project history
In February 2006 the Northumbria Partnership selected Sopra Newell & Budge (prime contractors, now called the Sopra Group) and IIZUKA (for the KOZO software application).
The 101 Service went live in Northumbria in July using The SNEN System that was shared by 12 councils, the police and some other agencies.
The KOZO Service Delivery Management system was deployed within a distributed contact centre model. Some partners took calls and deliver services; others just deliver services.
In April 2007 The SNEN System became fully integrated with the Police Authority call taking system.
