# Summary, Assessment, Response \(SAR\) to improve call management

> Contract award record from UK public-sector procurement sources.

## Key facts

- Public buyer: [COLLEGE OF POLICING LIMITED](/buyers/college-of-policing-limited/contract-awards)
- Contract winner: [BLOOM PROCUREMENT SERVICES LTD](/contract-winners/bloom-procurement-services/public-sector-contract-awards)
- Award value: £26,183
- Tender value: £26,183
- Award date: 22 December 2023
- Published: 19 February 2024
- Contract start: 23 January 2024
- Contract end: 31 March 2024
- Stage: awarded
- Procurement category: services
- Notice ID: 5db8e076-c831-4f79-adc1-31ec7161cc71-724575
- OCID: ocds-b5fd17-d562a57d-e057-4976-bcf0-d1c64d15c7ac

## Description

SAR was intended to improve the quality of call handling and risk assessment, cut down on waste in relation to regrading and reduce call completion times\. The SAR approach involves a focus on professional curiosity and empathy rather than an over reliance on scripts; was supported by negotiator approaches to conversation management and relies on a simplified structure and risk assessment application\. The College requires a supplier to build on the original pilot research by designing and delivering a small-scale mixed method evaluation using data from the force and exploration of the implementation of SAR and roll out in force\.

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## Source

[View the original notice on Contracts Finder](https://www.contractsfinder.service.gov.uk/Notice/5db8e076-c831-4f79-adc1-31ec7161cc71-724575)