101 Performance data for Hertfordshire Constabulary

This page shows data relating to routine calls received by Forces in England and the average time it takes for calls to be answered.

More specifically the data shows a combination of the number of calls received via the 101 Single Routine Number, and where a process exists, the number of routine calls received by a Force via a local telephone number.

The average call answering time is the time taken for a call to be transferred from Vodafone to a force, and for the time it then takes for the call to be answered by someone in the force who can help with the reason for the call. This is a nationally agreed definition of measurement, removing the impact of any processes such as Switchboards which can answer a call without providing help.

A variety of models for handling non-emergency contact exist across policing with different technologies and systems available, impacting on the ability to provide a wider set of performance data. The various technologies include:

Interactive Voice Response (IVR) – This system enables the public to choose options to direct their call to the right place: that could be the 101 switchboard, another department, to report online or to call another agency or organisation.

Switchboard – Calls are put through to an operator who triage for risk and callers are offered alternate ways to report incidents, for example online.

Callback Service – A system where callers are offered a call back, which keeps their place in the phone queue and calls them back when they've reached the front.

It is the ambition of policing to find greater consistency in measuring this area in future. Each force’s data page carries an explanation of the model used in force which impacts on the data they have available.

Publishing this data is in line with the ambition of policing to continuously improve how it responds to the public and provides a qualitative measure of performance with the mean average call answering time, as it is important for policing to measure the quality of the call rather than the speed of resolution.

It is a key focus of the National Contact Management Strategic Plan 2023-2028 to provide a service which is focused on improving public experience which can have an impact on the public’s relationship with policing thereafter.

Download the data file (.csv)

How calls come into Hertfordshire Constabulary

The force operates an IVR system and a callback service which comes into effect at busier times.

Hertfordshire Constabulary will not be able to provide historical 101 data as our Call Handling System deletes past data so unless we manually extract it, it will be lost. Therefore, it is not possible to extract previous data we have not already extracted.

To calculate how many calls fall outside of the wait time target, a threshold target is typed into the system and the system tells us how many calls were past that target time. This means that we can track the new target from now on, but it will not change the previously recorded data.