Police call handlers faced major IT problems, fatal accident inquiry told

Police Scotland call handlers spent more than half their time battling IT issues as morale hit “rock bottom” after a merger, a fatal accident inquiry (FAI) heard.

Call centre manager Laura Henderson, 47, gave evidence to the FAI into the deaths of John Yuill, 28, and Lamara Bell, 25, who crashed off the M9 on July 5 2015.

The couple’s car was undiscovered for three days despite being reported, and Ms Bell later died in hospital.

In 2015, call centres in Glenrothes, Fife, and Stirling merged causing job cuts, prompting a desperate bid to recruit at Bilston Glen, Midlothian, which was plunged into chaos amid a staffing crisis and a reliance on “overtime temps”, the inquiry heard.

“Assumptions” were made about training, the inquiry was told, and “huge and distinct” differences in working practices between the east and west of Scotland presented additional challenges with no national guidance issued.

An officer who volunteered said staff appeared “surprised” to see him, and in June there were 52 job vacancies.

Mrs Henderson joined Bilston Glen in March 2015 and said staff spent 65% of the time battling with “nightmare” IT systems.

In April, the situation was “critical” leading to the formation of a Gold group, and morale was “rock bottom” in May, the FAI heard.

Minutes from a Gold group meeting projected on a screen showed 900 calls were abandoned in the week of April 22.

Mrs Henderson, who joined Fife Constabulary in 1998, said in written evidence that the IT system Aspire “failed regularly” and often froze or disconnected calls.

She said: “Every element was underdeveloped. It wasn’t what I expected it to be. I didn’t think it would be as bad.”

She described “a state of disarray” and “issues with all aspects”, including “different ways of working between east and west”, and “insufficient guidance materials”, before temporary officers from Glasgow arrived in May 2015.

She said: “Aspire was beset and beleaguered with technical issues including frequent freezing and disconnection of calls. It was a nightmare. There were problems with Aspire or Storm on 65% of days.”

Solutions proposed included secondment, overtime and a recruitment campaign, as well as mentoring, the inquiry heard.