Editorial: Police boss absurd in 111 reaction

Police Commissioner Rob Robinson's response to the scathing review of the police's 111 emergency service further diminishes his severely damaged profile. By turns, he has clutched at straws and evaded reality - anything, it seems, to avoid the implications of the verdict delivered by well-credentialled police officers from Australia, Canada and Britain. To label the report "provocative", as Mr Robinson did, suggests a figure in denial. If only all such reviews were as to the point, informative and discursive. There is absolutely no reason to doubt the view of one of the report's authors, Chief Superintendent Michael Corboy, of the New South Wales Police, that it is accurate and does not exaggerate the situation.

Likewise, it is ludicrous of Mr Robinson to highlight two positive findings: that communications centre staff, who handle 111 calls, are dedicated and that their technology is world-class; and to continue to insist that the service provided by these centres is "certainly adequate". The report's findings, which identified a multitude of problems and suggested further lapses would occur unless urgent changes were made, tell an entirely different story. As do the whopping 61 recommendations made by the authors.

In sum, the review reveals a system undermined by low staffing levels, woefully inadequate training and substandard governance, the outcome of which is poor performance and low morale. "New Zealand police ... timeliness performance criteria are not being met, nor does the panel believe they will ever be met under the current circumstances," it says. Crucially, the "world-class" information technology so applauded by Mr Robinson is not being harnessed fully.

Interestingly, however, the report does not believe the decision to move from 29 district-based control rooms to a centralised communications and deployment system was a mistake. At least one of the victims of recent 111 bungles has placed the blame on call centre staff's lack of local knowledge. But the review suggests centralisation is a logical response to technological advance, and has added benefits in planning and staff recruitment.

The sound technology base helps the authors to conclude that the centres' problems, while critical, are "readily" fixable. The obvious rider is the will at the top to do this. Mr Robinson's initial response was not an optimistic sign. Quite simply, he must abandon an attitude that suggests pique, if not rancour, and set about fixing matters. If he does not - and, for example, officers continue to be able intentionally to log off so they do not have to respond to calls - the risk to public safety will escalate.

The Government has reacted by allotting $45.5 million over four years for about 100 extra staff, improved training, more radio channels and better management systems. It is keen to portray this as a rapid response. But that is as ridiculous as the Police Minister's claim yesterday that the 111 system is the equal of, if not better than, other systems round the world, including Britain. Cases involving the likes of Iraena Asher suggest otherwise.

The problems with the system have, in fact, been apparent for several years. In 2003, a parliamentary select committee that looked into police response times, particularly in Auckland, concluded these were hampered by call centre staffing pressures or mismanagement. The Government failed to react. And the police sought to deflect criticism by pointing to the difficulties presented by Auckland's geography and traffic density.

A similar air of disconnection has greeted this review's far more biting criticism. These findings cannot be disregarded, however. They are the verdict of overseas officers much experienced in police communications. Mr Robinson must recognise that, not slight their work and place absurd interpretations on it. Anything less and he will be failing in his major duty, that of safeguarding the people of this country.