North Wales Police Monthly Performance Report November 2011 Uncontrolled when printed

Transcription

1 FMG Support ly Service Performance Report November 2011 (1 st November to 30 th November) Version: Final Page 1 of 18

2 Contents Section Description Page No. Section 1 Document Control 3 Summary Section 2 Section 3 Vehicles Commentary Removal Analysis Vehicle Type Removal Powers Vehicle Recovery Operators 4 6 Section 4 Incidents Vehicle Type Removal Reason Charges Attendance Times Section 5 Cancelled Incidents 13 Control Centre Section 6 Call Volumes Call Performance Section 7 Complaints 16 Appendices Area Maps Page 2 of 18

3 Section 1 Document Control Document Title ly Service Performance Report Author Owner Distribution Document Status Final Version Date Description Author Draft Formatting V1 8 th December 2011 First Draft V2 Second Draft V3 Third Draft V4 Fourth Draft Final 8 th December 2011 Final Name Role Sign Off Content & Quality Editor Content Author Name Signature Date of Issue Version 8 th December 2011 Final Page 3 of 18

4 Section 2 Summary 2.1 Vehicles The data in this table covers the number of requests for vehicle recovery, by removal reason, over the period. Removal Reason Current % Previous Trend Cumulative % Abandoned 6 1% % Ambulance 0 0% 0 0 0% Anti-social use 0 0% % Breakdown 25 6% % Burnt Out 4 1% % Local Authority Removal 0 0% 1 1 0% Obstruction / Danger 21 5% % Operation Deplore 17 4% % Other 3 1% % Out Of Force Recovery 0 0% 0 1 0% Owners Request 13 3% % PACE / Crime 54 13% % PG9 Unroadworthy 0 0% 0 0 0% Police Vehicle Recovery 7 2% % Police Vehicle Repair 4 1% % Police Vehicle Transfer 0 0% 1 7 0% RTC % % RTC (Life Altering) 7 2% % Stolen (1) 0 0% 0 3 0% Stolen Abandoned 31 8% % Uninsured 44 11% % Uninsured & Unlicensed 8 2% % Unlicensed 8 2% % Used In Crime (2) 0 0% 0 4 0% TOTAL % % Combined with Stolen / Abandoned (2) Combined with PACE / CRIME Page 4 of 18

5 2.2 Commentary Total figures for removal requests have dropped slightly this month. Attendance Times: The performance figure for the 45% minute attendance time is at 98% this month, well above the 85% required by the contract. All recovery operators with the exception of W Hesleton (83%) achieved the 85% target. The average attendance time was 22 minutes. The 30 minutes attendance time for the prescribed roads was met on 87% (A55) and 100% (A483) of occasions this month. Cancelled Incidents: There were 18 cancelled incidents recorded this month. Control Centre: Call answering overall continues to exceed the grade of service set by FMG Support, with only the Customer line failing to meet the 80% in under 20 second target (34 calls). Average answering time is 8 seconds this month. Average call duration for all forces is 3 minutes 17 seconds, a slight increase on last month. Incident allocation time for North Wales Police has reduced to 3 minutes 30 seconds this month Other Matters: FMG and the PVRLO continue to receive concerns from recovery operators about the procedures being employed by WATOs on the A55 and A483. Morfa Garage has not been used on the contract since 21 st October. The area is being covered by Hardys, Hesletons and Roberts and Thomas. The revised boundaries have been modified in consultation with North wales Police, to take into account local geographical issues. This may have an effect on the attendance times for those operators. Page 5 of 18

6 Section 3 Removal Analysis 3.1 Vehicle Type Vehicle Type Current % Previous Trend Cumulative % Motorcycle / Scooter 15 4% % Car % % Small Van / Car Derived Van 10 2% % Medium Van (<2.5t) 8 2% % Large Van (2.6t to 4.0t) 10 2% % Long Wheel Base (4.0) 6 1% % Commercial (4.0t to 7.0t) 3 1% % Commercial (7.1t to 18t) 1 0% % Commercial (18t to 24t) 2 0% % Commercial (> 24t) 6 1% % Trailer (Light) 2 0% % Trailer (Heavy) 0 0% 1 4 0% Other (Light) 2 0% % Other (Heavy) 0 0% % TOTAL % % Page 6 of 18

7 3.2 Removal Powers This table now reports upon the true removal power, i.e. after any amendments by the PVRLO when inappropriate powers were initially reported by the police control room or OIC. This will more accurately mirror the financial statement, although there could always be a lag in any amendments. PACE/CRIME PAID. This is to cater for occasions when an amount equal to the statutory fee is collected for a removal reported as PACE/CRIME and usually occurs out of hours when the PVRLO is unavailable, or when an insurance or finance company is involved. Removal Power Current % Previous Trend Cumulative % Ambulance 0 0% 0 0 0% CUMBRIA PACE 0 0% 0 0 0% Local Authority Removal 0 0% 0 0 0% Operation DEPLORE(NWP DVLA Seizure) 17 4% % Owners Request 6 1% % PACE/CRIME 42 10% % PACE/CRIME - PAID 5 1% % Police Vehicle 12 3% % Section 165A 61 15% % Section % % Section % % Section 99(Life Altering) 7 2% % TOTAL % % Page 7 of 18

8 Section 4 Vehicle Recovery Operators 4.1 Volumes Recovery Operator Volumes Current % Previous Trend Cumulative % 24/7 Rescue & Recovery 77 19% % Enfield 0 0% 0 3 0% Gwalia Recovery 47 12% % Hardys Recovery 11 3% % HK Motors 75 19% % Kenrick Motors 7 2% % Moduron Maethlu Motors 40 10% % Morfa Garage 0 0% % North Wales Recovery - Conwy 74 18% % North Wales Recovery - St Asaph 61 15% % Roberts & Thomas 7 2% % W Hesleton Recovery 6 1% % TOTAL % % 4.2 Vehicle Type Recovery Operator Vehicle Type 24/7 Rescue & Recovery Enfield Gwalia Recovery Hardys Recovery H K Motors Motorcycle / Scooter Car Small Van / Car Derived Van Medium Van (<2.5t) Large Van (2.6t to 4.0t) Long Wheel Base (4.0t) Commercial (3.6t to 7.0t) Commercial (7.1t to 18t) Commercial (18t to 24t) Commercial (> 24t) Trailer (Light) Trailer (Heavy) Other (Light) Other (Heavy) TOTAL Kenrick Motors Moduron Maethlu Motors Morfa Garage North Wales Recovery - Conwy North Wales Recovery - St Asaph Roberts & Thomas W Hesleton Recovery TOTAL Page 8 of 18

9 4.3 Removal Reason Recovery Operator Removal Reason 24/7 Rescue & Recovery Enfield Gwalia Recovery Hardys Recovery H K Motors Kenrick Motors Moduron Maethlu Motors Morfa Garage North Wales Recovery - Conwy North Wales Recovery - St Asaph Roberts & Thomas W Hesleton Recovery TOTAL Abandoned Ambulance Anti-social use Breakdown Burnt Out Local Authority Removal Obstruction / Danger Operation Deplore Other Out Of Force Recovery Owners Request PACE / Crime PG9 Unroadworthy Police Vehicle Recovery Police Vehicle Repair Police Vehicle Transfer RTC RTC (Life Altering) Stolen Stolen Abandoned Uninsured Uninsured & Unlicensed Unlicensed Used In Crime TOTAL Version: Final Page 9 of 18

10 4.4 Charges < 3.5 Tonnes Recovery Operator Removal Reason Code CHARGE 24/7 Rescue & Recovery Enfield Gwalia Recovery Motorcycle A % On Road - Upright A % On Road - Not Upright / Damaged B % Off Road - Upright C % Off Road - Not Upright / Damaged D % > 3.5 Tonnes < 7.5 Tonnes On Road - Upright A % On Road - Not Upright / Damaged B % Off Road - Upright C % Off Road - Not Upright / Damaged D % > 7.5 Tonnes < 18 Tonnes On Road - Upright - Unladen A % On Road - Not Upright / Damaged - Unladen B3 2, % Off Road - Upright - Unladen C3 1, % Off Road - Not Upright / Damaged - Unladen D3 3, % On Road - Upright - Laden A % On Road - Not Upright / Damaged - Laden B4 3, % Off Road - Upright - Laden C4 1, % Off Road - Not Upright / Damaged - Laden D4 4, % > 18 Tonnes On Road - Upright - Unladen A % On Road - Not Upright / Damaged - Unladen B5 3, % Off Road - Upright - Unladen C5 1, % Off Road - Not Upright / Damaged - Unladen D5 4, % On Road - Upright - Laden A % On Road - Not Upright / Damaged - Laden B6 4, % Off Road - Upright - Laden C6 2, % Off Road - Not Upright / Damaged - Laden D6 6, % TOTAL % ` Note: The above table only relates to vehicles recovered under statutory charges. Version: Final Page 10 of 18 Hardys Recovery H K Motors Kenrick Motors Moduron Maethlu Motors Morfa Garage N.W.R. - Conwy N.W.R. - St Asaph Roberts & Thomas W Hesleton Recovery TOTAL %

11 4.5 Attendance Times The attendance times quoted are from acceptance of the job on receipt of the call from the FMG Control Room to attendance by the Vehicle Recovery Operator. These figures exclude cancelled jobs (that have no attendance times) and those where spurious figures resulted. Recovery Operator Attendance Total Under 30 Minutes Under 45 Minutes No. No. % No. % Average Time 24/7 Rescue & Recovery % 72 97% 28 mins Enfield Gwalia Recovery % 42 93% 24 mins Hardys Recovery % 9 90% 33 mins HK Motors % % 20 mins Kenrick Motors % 6 100% 24 mins Moduron Maethlu Motors % % 21 mins Morfa Garage North Wales Recovery - Conwy % % 15 mins North Wales Recovery - St Asaph % % 19 mins Roberts & Thomas % 6 100% 34 mins W Hesleton Recovery % 5 83% 31 mins TOTAL % % 22 mins Version: Final Page 11 of 18

12 The attendance times for the prescribed roads are as follows. These are all incidents attended and do not include cancelled jobs. Road Total Under 30 Minutes Over 30 Minutes No. No. % No. % Average Time A % 6 13% 22 mins A % 0 0% 18 mins The attendance times were in the following bands. Road Under 30 mins mins mins mins > 45 mins A A t Recovery Operator Attendance June July August Sept Oct Nov Under 45 Minutes % % % % % % 24/7 Rescue & Recovery 91% 92% 96% 93% 94% 97% Enfield Gwalia Recovery 91% 91% 98% 96% 97% 93% Hardys Recovery 73% 83% 92% 100% 83% 90% HK Motors 93% 97% 96% 96% 97% 100% Kenrick Motors 100% 90% 92% 88% 100% 100% Moduron Maethlu Motors 100% 100% 100% 100% 100% 100% Morfa Garage 100% 100% 100% 100% 100% - North Wales Recovery - Conwy 100% 100% 98% 100% 100% 100% North Wales Recovery - St Asaph 100% 98% 100% 100% 100% 100% Roberts & Thomas 100% 67% 100% 92% 100% 100% W Hesleton Recovery 43% 50% 55% 100% 56% 83% TOTAL 93% 93% 96% 97% 96% 98% Page 12 of 18

13 Section 5 Cancelled Incidents 5.1 Cancelled Incidents Cancelled Incidents (Aborted) Current Previous Cumulative 24/7 Rescue & Recovery Enfield Gwalia Recovery Hardys Recovery HK Motors Kenrick Motors Moduron Maethlu Motors Morfa Garage North Wales Recovery - Conwy North Wales Recovery - St Asaph Roberts & Thomas W Hesleton Recovery TOTAL Page 13 of 18

14 Section 6 Control Centre 6.1 Call Volumes Line Current Previous Trend Cumulative Lancashire 1,171 1,246 14,203 North Wales ,540 Norfolk ,202 Cumbria ,056 Police Inbound Lines 2,215 2,384 24,001 Police Escalation Police VRO ,300 Police Customer Other 2-7 TOTAL 2,497 2,605 26, Call Performance Line Calls % Answered GOS < 20 Seconds Abandon % Abandon Lancashire 1, % 93.9% % North Wales % 90.6% % Norfolk % 92.3% % Cumbria % 93.5% % Police Inbound Lines 2, % 92.9% % Police Escalation % 86.2% % Police VRO % 91.2% % Police Customer % 76.5% % Other 2 0.0% 100.0% 0 0.0% TOTAL 2,497 95% 92.5% 126 5% The average answering time for the month was 8 seconds. Page 14 of 18

15 The following table shows the total duration of the call between FMG Support and the Police Control Centre. All Police Inbound Lines Calls Average Call Duration Trend January ,779 4 mins 27 secs n/a February ,597 3 mins 25 secs March ,511 3 mins 16 secs April ,473 3 mins 12 secs May ,408 3 mins 04 secs June ,472 3 mins 04 secs July ,523 3 mins 02 secs August ,456 3 mins 08 secs September ,210 3 mins 06 secs October ,384 3 mins 13 secs November ,215 3 mins 17 secs 6.3 Allocation Time The allocation time is from receipt of call from the Police Control Room to acceptance by the VRO. This includes the call duration with the Police and any call duration with the VRO. Force Calls Average Allocation Time Trend Lancashire 1,171 3 mins 38 secs North Wales mins 30 secs Norfolk mins 53 secs Cumbria mins 10 secs TOTAL 2,215 Page 15 of 18

16 Section 7 Complaints 7.1 Complaints EID No. Complaint Received Date Complaint Type Incident Date Complaint Status Resolved Date There were no complaints recorded during the month. Page 16 of 18

17 Appendix A Area Map Light Vehicles Version: Final Page 17 of 18

18 Appendix B Area Map Heavy Vehicles Version: Final Page 18 of 18