Demand management – study of internal demand pressures [Ref 3.03]

Academic team: Dr Paul Walley and Anna Jennison Phillips, Senior Practitioner Fellow (Gloucestershire Constabulary)
Policing partners: Gloucestershire Constabulary, Thames Valley Police, Bedfordshire Police, Hertfordshire Constabulary and Humberside Police
Status: Complete

This project is part of the Centre’s research into ways in which demand can be managed and sustainably reduced. After an initial scoping study, it was identified that much internal demand is self-generated, partly through not getting things right first time. The main study investigated a sample of demand at Gloucestershire Constabulary to identify the underlying causes of “failure” or repeat demand. The outcome was to identify how the adaptation of prioritisation to increase one-touch resolution can help reduce unnecessary demand.

Outputs

Title	Outputs type	Lead academic	Year
A study of non-urgent demand to identify opportunities for demand reduction	Article	Walley, P	2018
Service quality in policing: a failure demand perspective	Research paper	Walley, P	2018
Demand and capacity management within the police service	Video	Walley, P	2017
Reducing demand by meeting needs effectively	Video	Jennison-Phillips, A	2017
Demand management in the public sector: developments and issues	Conference paper	Walley, P	2017
Failure demand themes	Project extract	Walley, P	2017
Scoping study summary report on demand management	Summary report	Walley, P	2016
The use of failure demand in police services	Literature review	Walley, P	2015

News

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The recent publication of Policing the Crowd brought together more than two decades of research, theory, and operational experience examining the psychology of crowds and its implications for public order policing.

20th May 2026