A Multi-Methodological Approach to Emergency Call Handling in the Metropolitan Police Service

Abstract

This paper explores a multi-methodological approach to evaluating and improving Metropolitan Police Service (MPS) policy toward emergency telephone call handling from 1999 to 2001. A multi-methodological approach was adopted to identify the problem situation and agree an agenda for change. Soft Systems Methodology (SSM) and a number of other methodological techniques were used to assist in identifying the problem situation. Archive data was gathered throughout the research to inform SSM. Interviews were conducted with emergency telephone call handlers and inform SSM. Questionnaires were designed to investigate policy and procedures for emergency telephone call handlers operating in the MPS and inform SSM. A number of emergency telephone call handlers were observed and identified as case studies to inform SSM.