A simulation study of the shift system at a UK police communications centre

A. Greasley, Tony Taylor, Chris Smith

Research output: Chapter in Book/Published conference outputConference publication


The UK Police Force is required to operate communications centres under increased funding constraints. Staff represent the main cost in operating the facility and the key issue for the efficient deployment of staff, in this case call handler staff, is to try to ensure sufficient staff are available to make a timely response to customer calls when the timing of individual calls is difficult to predict. A discrete-event simulation study is presented of an investigation of a new shift pattern for call handler staff that aims to improve operational efficiency. The communications centre can be considered a specialised case of a call centre but an important issue for Police Force management is the particularly stressful nature of the work staff are involved with when responding to emergency calls. Thus decisions regarding changes to the shift system were made in the context of both attempting to improve efficiency by matching staff supply with customer demand, but also ensuring a reasonable workload pattern for staff over time.
Original languageEnglish
Title of host publicationSummer Computer Simulation Conference and work in progress (SCSC 2013 and WIP 2013)
Subtitle of host publication2013 Summer Simulation Multiconference : Toronto, Ontario, Canada, 7-10 July 2013
EditorsAbdolreza Abhari, Agostino G. Bruzzone, Peter Kropf, Francesco Longo, Adriano O. Solis, Linda Riley, Maryam Davoudpour
Place of PublicationNew York, NY (US)
Number of pages6
ISBN (Print)978-1-62748-276-9
Publication statusPublished - 1 Jan 2013
Event2013 Summer Simulation multiconference - Toronto, Canada
Duration: 7 Jul 201310 Jul 2013

Publication series

NameSimulation series
PublisherThe Society for Modeling and Simulation International (SCS)
ISSN (Print)0735-9276


Conference2013 Summer Simulation multiconference
Abbreviated titleSummerSim'13


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