Best value review - police complaints

Report: 7
Date: 9 January 2001
By: Commissioner

Summary

This report provides an overview of the MPS pilot Best Value Review into the complaints and anti-corruption function. Emerging findings are also highlighted.

A. Supporting information

Background

1. In September 1999, within the framework of a best value review and acting as the best value pilot for the MPS, a review of the territorial Area Complaints Units (ACU's), Anti-Corruption Squad and Complaints Investigation Bureau (CIB 1, 2 & 3) was commenced.

2. The objectives of the review are:

• to achieve consistency of decision making across the MPS;
• to have a more accountable, flatter senior management structure commensurate with the volume and complexity of work and legislative and regulatory requirements;
• to have clear lines of command and leadership;
• to achieve management 'on-cost' savings.

3. Following an initial scoping exercise, extensive consultation and data collection exercises were conducted. Consultation sought to elicit views from the public, staff and our partners. The data collection included information on volume and nature of complaints as well as understanding the work processes that were being used across London. Specialist software was used to conduct both the volume data collection and 'process mapping'. To complement this information, benchmarking was conducted to compare performance, costs and processes. In short, the intention is to understand the nature of the work and then to identify what works well and what needs to be improved both in terms of structures and working practices.

4. The emerging findings are:

• there is a need to increase the speed of complaints investigation;
• there is much scope to flatten the management structures and introduce new investigative working teams with roles and ranks more closely aligned to the task of investigating complaints;
• there is much scope to achieve significant efficiency gains by introducing standard operating processes;
• there is a need to introduce a more comprehensive planning framework which links the objectives of the complaints function with the best value objectives.

5. Changes that are attributable to the best value review are:

• as of 3 July 2000, CIB 2 & 3 merged;
• as of 2 October 2000, a new pan-London command was introduced titled the Directorate of Professional Standards. This brought under one command public complaint investigation, internal investigation, police discipline and civil litigation. (Appendix 1);
• in the spring 2001, a new investigative structure will be piloted at Norbury complaints office. For evaluation purposes, the new structure will run alongside the current structure. Providing the pilot is successful the new structure will be fully introduced at Norbury and then across London (Appendix 2);
• in the spring 2001, the new investigations and operations command of the Directorate will adopt corporate processes, which will achieve agreed standards for all working practices within the public complaints function;
• publication of a directorate planning framework and 3-year development plan, which will commence from the new planning year.

6. Further changes across the directorate will be considered as part of the implementation plan.

B. Recommendation

Members are asked to note the report.

C. Financial implications

The headline savings are:

• re-structuring of senior management achieved £138,784 actual savings;
• streamlining of working processes are projected to achieve £761, 931 process savings (efficiency gains);
• new investigative structure are projected to achieve £1,709,004 actual savings;
• a more detailed breakdown of the financial benefits both in terms of actual savings and measurable efficiency gains are detailed in Appendix 3.

D. Review arrangements

A project board is overseeing the review, and is responsible for monitoring and evaluating the restructuring.

E. Background papers

• Review of Area Complaints Units, CIB 1, 2 & 3 – Interim report and recommendations
• Directorate of Professional Standards 3-Year Development Plan
• Directorate of Professional Standards Best Value Report – Emerging Findings

F. Contact details

The author of this report is Commander Andy Hayman, MPS.

For information contact:

MPA general: 020 7202 0202
Media enquiries: 020 7202 0217/18

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