Simon Ruda and Alex Tupper of UK’s Behavioral Insights Team have a piece on the analysis.
UK introduced a phone number 101 to address all police related issues. This led to lot of calls which had nothing to do with police. Could BIT help find patterns for the Police to seperate calls to attend vs not t attend?
When conducting the analysis, as ‘inappropriate calls’ weren’t coded in the data, BIT assumed that any phone calls which were resolved in under 30 seconds were likely to be inappropriate for the Police (i.e. where the caller was quickly told their enquiry wasn’t something the police deal with).
One of the most intriguing findings was that the proportion of inappropriate calls received is dramatically reduced if the call waited at least five seconds before being answered. It could be that just five seconds of ringing time is enough to enable the caller to reflect on the purpose of their call and its appropriateness for the police.
As the graph below shows, around four in every ten calls answered within 1 second were inappropriate, whereas only one in ten of those that wait at least 6 seconds are. The possible conclusion from this analysis is that a ring time of just 6 seconds could help cut down inappropriate calls, enabling those in real need of support to be prioritised and more rapidly assisted by the police.