IMPROVING POLICE CONTROL ROOMS USING SIMULATION Murat M. Gunal, Michael Pidd, Stephan Onggo { m.gunal | m.pidd | s.onggo @lancaster.ac.uk } Department of Management Science Lancaster University Management School Lancaster, LA1 4YX, U.K. ABSTRACT Police command and control centres are the main point of contact for the public who require help. Like other areas of UK public services, police forces are set targets for their performance. Some of these targets relate to the speed at which they respond to calls for assistance from the public. In this paper we share our experience in improving the performance of command and control centres of a UK Police Force; a project which started as a classical simulation exercise and ended up with a significant reorganisation in a UK Police Force. Keywords: simulation: applications, government service, police, call centres. -1-