Areas For Continuous Improvement

The following elements were identified as Partial Compliance throughout the annual review.

The performance against standards and targets, including timeliness and quality of service, is monitored and evaluated on a monthly basis. This is captured in a report that clearly indicates performance against the Standard or target, which is published on the website and can be viewed by stakeholders, including service users. At this time, the Assessor found that IOPC was not meeting all the targets. It is appreciated that performance is variable; however, consideration should be made to how performance can be improved across all targets and subsequently maintained..

IOPC has many new strategies and ways of working being implemented due to the restructuring and Transformation programme; however, it is too early to measure the impact of these. As a result, the Assessor will be interested in the following topics throughout the three-year recertification in 2026:

• The contribution and impact of the Directors of Engagement, and the introduction of Convening conversations between policing and community stakeholders.
• The contribution and impact of the Service User Experience Involvement Officers, the introduction of Involvement Panels, additional surveys, and other consultation activities.
• The impact of undertaking the service user survey using internal resources, as opposed to external.
• The benefits gained from DRIVE, which measures performance against the values and contributes to objective setting.
• The implementation and impact of the values-based awards.
• The contribution and impact of the Transforming Investigation Project.
• The impact of the updated Operations Manual.
• The improvements made to the data and reporting.
• The outcomes of the Benchmarking Strategy and how this has influenced service improvements.
• The outcome of the Complaints and Feedback Policy review, and whether standards for timeliness and quality of service are included.

Several areas of the Organisation review the customer journey and the different service user touch points to identify and inform further improvements. However, this is not consistent across the business. Consequently, in the future, consideration could be made to encouraging all areas to review the journey and range of touch points to improve the service user experience.

The Organisation aims to ensure everyone has access to the services and is treated fairly. In the future, consideration could be made to reviewing the questions within the satisfaction surveys to establish whether service users believe they are treated fairly.