1. Crimestoppers Help police solve and prevent crime In 2011/12: Received 95,276 calls and online forms o with useful information Resulted in: o 8,097 criminals arrested and charged o £22,340,328 worth of illegal drugs seized o £7,723,373 worth of stolen goods recovered Expecting 60% increase in business but no more funds available for staffing call centre For more information Email felicity.mcleister@theorsociety.com

2. Simulation Model using current shifts For more information Email felicity.mcleister@theorsociety.com Target: 90% of calls to be answered in 20 seconds

3. For more information Email felicity.mcleister@theorsociety.com Modelling alternative shift patterns Results for an average week Alternatives modelled 1 CS initial proposal - longer shifts 2 as 1 with some part time weekend shifts added 3 as 2 with amendments to weekend shifts 4 as 3 but extending one shift 5 as 4 but changing start times for early shifts

4. Implementation New shift patterns introduced Jan 2013 January performance compared to 2012 average Service levels increased o From 90% to 94% Abandoned calls decreased o From 12% to 6% Average time to answer call decreased o From 28 secs to 13 secs “We are grinning like Cheshire cats and I wanted to share the good feeling with you both. Thank you for all your efforts – I feel now it really was worth it.” (Performance Manager) For more information Email felicity.mcleister@theorsociety.com