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New figures from the National Police Chiefs’ Council (NPCC) show that 101 call wait times across the country have dropped significantly, as forces continue to embrace advanced contact management solutions.
According to the newly released monthly 101 call wait time data, the average 101 call wait time is now just 32 seconds. This drop has been driven by forces using enhanced digital triage, AI-driven call routing and smarter resourcing strategies. It reflects the dedication of forces in adopting modern solutions and refining call-handling processes to ensure that members of the public receive swift assistance when they need it.
The NPCC will continue to publish these figures on a monthly basis on Police.uk, further improving policing transparency and efficiency. This initiative, the NPCC says, demonstrates the continued commitment of police forces across England and Wales to improving public contact, responsiveness, and service accessibility.
“This marks a defining moment in how policing connects with the public. The journey to reach this point has been one of collaboration, dedication, and sheer determination by colleagues across forces who have worked tirelessly to modernise contact management.
“From refining call-handling processes to integrating new technologies, every step has been guided by a commitment to ensuring that people who need assistance can access it efficiently. I want to extend my sincere thanks to everyone who has contributed their expertise and passion to this project; it is their ingenuity and perseverance that have made this possible.”
T/DCC Catherine Akehurst, outgoing NPCC Contact Management Lead and who led the development and implementation of this initiative.
With summer approaching, the NPCC is reminding the public that 999 is for emergencies only – serious crimes, threats to life, and situations requiring immediate police response. For non-urgent crime or seeking advice from your local force, the public should use 101.
Many police forces also now offer digital contact options, making it easier for people to get the help they need without picking up the phone. Police.uk provides a range of services to help people report crimes, seek support, and access policing information.
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