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Metcall (also known incorrectly as The C3i Programme) is an ongoing project to completely restructure the communications structure of London's Metropolitan Police Service. It is genererally referred to internally as 'C3i' and is managed by the MPS Directorate of Information (CO10). It was piloted by Sir Ian Blair prior to his promotion to Commissioner and is due for completion in late 2007.

Contents 1 Previous command and control system 2 Future command and control system 3 Staff shortages 4 Press reaction 5 External links & references 6 See also

Historically, each of the Met's BOCUs had its own control room (known internally as the 'CAD Room') which dealt with incoming non-emergency telephone calls and with despatching police officers to all calls in that area. In addition the Information Room at New Scotland Yard received 999 calls which were sent to the CAD Room to be dealt with. In 2004 staff began to migrate on a borough-by-borough basis to Metcall, with Southwark being the first BOCU to move.

The C3i programme (Communication, Command, Control & Information) is an ongoing programme aimed at moderning the MPS's communications and the way it deals with the public. It includes other parts of the MPS's communication and information systems (most notably the greatly enhanced translation facilities and changes to the remit and function of Telephone Investigation Bureaux) as well as Metcall itself; however the two terms are generally used synonymously within the MPS. Generally, the term 'Metcall' is used internally whilst the term 'C3i' is used externally, although this is not a hard-and-fast rule.

Following completion of the Metcall programme in late 2007, all Met communications will be dealt with at three dedicated centres at Hendon, Bow and Lambeth, covering West London, North & East London and South London respectively[1]. Each of the three centres is divided into 'pods', which contain between four and 12 CAD Operators who despatch all incoming calls to police vehicles using Airwave radios and by sending information direct to the MDT terminal in every police vehicle. In addition all three centres contain a number of telephone terminals which will eventually deal with all incoming calls. Approximately 10% of staff at the centres are Police Officers, while the remainder are civilian staff who have undergone an extremely thorough vetting, selection and training process.

When Metcall was introduced in 2004 it was extremely controversial both within and outside the Met. A number of staff were reluctant to relocate to the new centres, and were also concerned about the substantial changes to their job role. Due to concerns about large numbers of potential staff shortages, the controversial 'Career Management' scheme was introduced; this meant that for some time prior to the introduction of Metcall all staff currently working in CAD Rooms were barred from transferring to any other department within the MPS[2]. Despite this, a number of existing staff resigned from the service altogether rather than transfer and serving officers are reluctant to transfer to Metcall due to concerns they may not be released for some time, and thus Metcall currently suffers from severe staff shortages.

The local press in London, particularly the Evening Standard, has generally been very critical of Metcall, often citing concerns about the perceived increase in the time taken to answer telephone calls and to deploy police officers to incidents.[3] A number of local newspapers have also raised concerns about the loss of local knowledge due to operators no longer dealing only with a single small area.[4] It is hoped by MPS management that once the migration to Metcall is complete and the staffing issue addressed, any shortcomings will cease to be an issue and more efficient staff working will free up those police officers currently at Metcall to return to an operational role, further improving the MPS's efficiency[5].

• Metropolitan Police Service C3I Programme homepage
• Metropolitan Police main homepage
• Article from The Job, the MPS internal magazine, on the opening of the first Metcall centre
• Marzouk, Lawrence. "Police Response Times Missed", This Is Local London, 2006-03-19. Retrieved on January 2, 2007.
• Morris, Sir William et al. "The Morris Enquiry Transcripts", The Morris Enquiry, 2004-04-01. Retrieved on January 2, 2007.
• MPS Citizen Focus Team. "Summary of MPS Responses to Online Consultation on 2006/2007 Policing Priorities - page 43", Metropolitan Police Authority, undated but almost certainly published in late 2005. Retrieved on January 2, 2007.
• MPS Patrol & Response Strategic Group. "Monitoring Report by Central Communications Command on the Police Response to Incoming Emergency Calls", MPS Central Communications Command, 2006-10-01. Retrieved on January 2, 2007.
• Osley, Richard. "Police Officer Sings Like a Canary", Camden New Journal, 2006-07-06. Retrieved on January 2, 2007.

• Airwave
• CAD Operator
• Central Operations
• Contact Handling System
• FiReControl
• Gold Silver Bronze command structure
• The Job
• Metropolitan Police Service