Developing, verifying and validating a simulation platform to improve resource planning for the NSPCC helpline

The NSPCC runs the Helpline call service, which is used by adults and professionals with concerns about a child. Helpline users can access it via different methods, including phone calls, emails and online webforms. The NSPCC wanted a discrete event simulation of the Helpline, to improve its resource planning and explore ‘what-if’ scenarios of changing demand and resourcing. This paper outlines the process of creating an integrated simulation platform, with a simple input interface and an output dashboard for the NSPCC to use in their operations. As the Helpline service is complex and interconnected, a detailed verification and validation methodology was undertaken, particularly to ensure the behaviours of resources represented actual operations. Following validation, the simulation platform was transitioned to Helpline staff, who were provided with training in its development and use. The Helpline Simulation project was arranged in collaboration with the Operational Research Society’s (ORS) Pro Bono team and was led by volunteers from AtkinsRéalis working in partnership with NSPCC staff.