The UK Police Force is required to operate communications centres under increased funding constraints. Staff represent the main cost in operating the facility and the key issue for the efficient deployment of staff, in this case call handler staff, is to try to ensure sufficient staff are available to make a timely response to customer calls when the timing of individual calls is difficult to predict. A discrete-event simulation study is presented of an investigation of a new shift pattern for call handler staff that aims to improve operational efficiency. The communications centre can be considered a specialised case of a call centre but an important issue for Police Force management is the particularly stressful nature of the work staff are involved with when responding to emergency calls. Thus decisions regarding changes to the shift system were made in the context of both attempting to improve efficiency by matching staff supply with customer demand, but also ensuring a reasonable workload pattern for staff over time.
|Title of host publication||Summer Computer Simulation Conference and work in progress (SCSC 2013 and WIP 2013)|
|Subtitle of host publication||2013 Summer Simulation Multiconference : Toronto, Ontario, Canada, 7-10 July 2013|
|Editors||Abdolreza Abhari, Agostino G. Bruzzone, Peter Kropf, Francesco Longo, Adriano O. Solis, Linda Riley, Maryam Davoudpour|
|Place of Publication||New York, NY (US)|
|Number of pages||6|
|Publication status||Published - 1 Jan 2013|
|Event||2013 Summer Simulation multiconference - Toronto, Canada|
Duration: 7 Jul 2013 → 10 Jul 2013
|Publisher||The Society for Modeling and Simulation International (SCS)|
|Conference||2013 Summer Simulation multiconference|
|Period||7/07/13 → 10/07/13|
Greasley, A., Taylor, T., & Smith, C. (2013). A simulation study of the shift system at a UK police communications centre. In A. Abhari, A. G. Bruzzone, P. Kropf, F. Longo, A. O. Solis, L. Riley, & M. Davoudpour (Eds.), Summer Computer Simulation Conference and work in progress (SCSC 2013 and WIP 2013): 2013 Summer Simulation Multiconference : Toronto, Ontario, Canada, 7-10 July 2013 (pp. 25-30). (Simulation series ; Vol. 45, No. 11). Curran.