Pioneering approach in how victims can speak to officers is leading the way in improving service
A pioneering initiative allowing victims to speak to Dorset Police officers via video chat has led to quicker arrests and higher positive outcome rates.
Enhanced Video Response (EVR) was launched in July 2024 and provides victims with the option of speaking to officers remotely via live digital video, with around 165 victims of crime per week opting for this contact. Since the trial in July 2023 and its formal launch the following year, 11,254 victims have requested to use EVR.
The virtual response is completely victim led and gives the public greater choice in how they would like to interact with Dorset Police. This is particularly important for some victims, who may not want a stranger, police officer or marked police car at their home.
The approach has not only benefited victims but also helped the Force meet some of its environmental objectives in reducing fuel usage while also making the use of officer time more efficient.
Chief Superintendent Stewart Gates said: “Enhanced Video Response has quickly become a vital platform to deliver victims of crime greater choice in how they engage with us.
“So far, incidents that have been dealt with by our EVR team have resulted in an arrest or formal suspect interview almost four times higher than elsewhere in the Force, with investigations leading to a positive outcome, such as an offender being charged or given a caution, being more than three times higher.
“The aim of this initiative is to improve the service we provide to victims while enhancing the effectiveness of our investigations. We are really pleased about the positive feedback we have received, with 89 per cent of victims saying they would opt for EVR again and recommend it to others.”
When speaking to the Force, one victim said: “At the time I made this report, I was feeling very vulnerable and anxious as I was being stalked. I was so anxious that allowing a stranger into my home, even a police officer, was a traumatic option for me. The video call facility was the perfect way to actually see the officer without having a stranger in my home. The officer was very empathetic and made me feel safe and valued.”
The success experienced with EVR in Dorset has been recognised as national best practice with Chief Superintendent Gates recently leading a programme to roll it out nationally.
A large programme of work has also been underway in Dorset to make rapid improvements to the Force’s call handling and response to victims through enhanced internal scrutiny and improved IT systems.
Contact officers are now answering over 94 per cent of 999 calls within 10 seconds. This is on top of a 20 per cent increase in online crime reports and answering 101 calls in just over a minute.
Officers are being dispatched as quickly and efficiently as possible, with the most urgent emergencies being responded to 80 per cent of the time within 20 minutes.
Police and Crime Commissioner David Sidwick said: “When I came into office, I had victims contact me and tell me about delays in the system and now thanks to Enhanced Video Response (EVR), responses to the highest-grade emergency calls are improving.
“EVR means that the victims of crime can opt to speak to an officer over live video rather than in person. This enables victims to have greater choice in how they interact with officers and is completely victim-led.
“If the victim prefers to see an officer in person, that will always continue to be available, but the service allows the police to make vital proactive contact with victims more quickly, so victims can get the advice, information and support they need. Indeed, I have had victims contact me and say what an improvement EVR has made in dealing with their case.
“EVR also delivers better value for money for the taxpayer, with increased efficiency, better use of officer time and a reduction in vehicle costs, as well as fuel and maintenance. These savings are then being invested back into the frontline, helping to reduce response times to emergency calls requiring immediate or urgent in person attendance. The bottom line though is that EVR is working for the people of Dorset and that’s what really matters to me.”