Steria and APD Communications have
formed a unique partnership to develop a fully integrated, end-to-end
contact management solution, SmartContact. The solution boasts to
enable a police force to deliver a consistent response to public
contact - whether in the control room, at the front desk, via online
communications, or in the community. It means that a caller shouldn't
have to waste valuable time repeating information that they have
already told the police. It will also save the police force time by
ensuring they have relevant information when they need it,
facilitating a more efficient and targeted response.
The first product
release from this new partnership, SmartContact, builds upon Steria's
STORM Command and Control solution, the management of emergency and
non-emergency call handling and citizen call-backs for enhanced
service delivery, which has been joining up the logging of incidents
with officer dispatch, resourcing and information on the frontline
for many years. It also leverages APD's CORTEX Communications
Management and ASPIRE CRM solutions, which introduce multiple
communications channels and logs all interactions with the public
both in the control room and beyond. SmartContact eliminates "double
keying" by automatically populating information fields and
integrating data coming from different communication
channels.
SmartContact, which provides an intuitive user
interface, gives police employees rapid access to information
relating to a member of the public and their interaction history with
the force. For example, it will be able to flag if the person is
known to be vulnerable, or a repeat caller. Another area where
SmartContact enhances existing working practices is regarding
feedback to and from callers. It flags calls suitable for a
follow-up, to provide an update on the status of an incident and to
obtain feedback on performance. This will enable forces to improve
the performance of the frontline responders. It also means that staff
at a police station front desk or officers in the street with a
mobile device can access information relevant to the enquiry they are
dealing with.John Torrie, Chief Executive Officer, Steria Limited, UK, , said, "The value of customer intelligence in the private sector is well recognised, yet surprisingly few police forces use Customer Relationship Management as part of their policing solution. This is why we have partnered with APD to deliver a contact management tool for police forces. SmartContact enables a police force to make consistent, informed contact with a member of the public, and maintain this from the initial station visit, phone call, email or social media message, right through to the last interaction."
Steve Denison, Managing Director, APD, said "In times of austerity, the police find themselves busier than ever striving to drive down crime levels. SmartContact is a vital tool for police forces enabling them to make informed decisions and deploy officers where they are most needed, improving efficiency and further reducing crime. Better communication and information will lead to improved service and enhance the public's perception of the police".
SmartContact will allow a force to build on its current SteriaSTORM platform and other contact centre initiatives, thereby maximising existing investments.
With more than 650 dedicated consultants working throughout the police and emergency services sector at local, regional and national levels, Steria offers solutions that incorporate innovative new business models and best-of-breed technologies, including its own SteriaSTORM Command and Control system and proven expertise in business process optimisation.
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