Contact: Delivering a change of behaviour in Contact Management
Managing public contact across the Public Sector in today’s complex and changing world of communications is a challenge that no organisation can ignore. Technology is rapidly altering the way we talk, think, work and live and changing the expectations of the public when it comes to dealing with the Public Sector.
Capita is at the forefront of delivering a new single platform communications hub, ControlWorks™, that enables our clients to transform Contact Management in the Contact Centre and Control Room and, through the enterprise mobility platform, SmartWorks™, can ensure that the officers in the field have all the data they need at their fingertips to deliver the service to the public where it is needed most.
Contact mustn’t be limited to voice or face to face interaction. The ability to manage multi-channel streams of information, filtering them correctly to ensure the correct response and acting on them accordingly must be at the heart of how behaviours change and Capita’s portfolio can support our clients in this transformation
Respond: Managing information and informing the correct response
The confidence that the public has in the Public Sector is driven by the response they receive to their needs – be it an emergency requiring an immediate response or the ongoing dialogue following the report of either a crime or a civil matter.
Through direct integration with multiple data sources ControlWorks™ ensures that the call taker has the best possible information to help inform the correct response. By highlighting repeat callers and vulnerable people together with any warning markers the responding officers are fully briefed before arriving on scene. For a call that doesn’t require an immediate response direct access is provided to the client’s diary and appointment schedules so that visits can be set up at a time and place convenient to the caller.
Self-service portals are also available so that members of the public can make direct contact through non-voice channels and also track progress on particular issues that they are concerned with.
Capita’s portfolio manages the information, informs the correct response and, most importantly, keeps all the stakeholders up to date.
Detain: New technology to change behaviour
Capita continually innovates and invests to bring new technology to help change processes. The management of detainees and activities in the custody environment is an area of particularly sensitive interactions between officers and the public.
Easing the burden on officers by providing easy to use intuitive solutions allows them to concentrate on theses interactions ensuring the duty of care is maintained not only for the public but also for the officers.
Capita’s portfolio helps in a number of ways; digitally recording interviews and streaming to a network store helps save time and effort, providing electronic cell checkers integrated with the ‘electronic whiteboard’ ensures the detainees’ needs are met in a timely fashion and protects officers and staff alike and providing self-service biometric kiosks for Bail reporting helps speed up and manage a process that is very labour intensive whilst ensuring sanctions are adhered to.
Investigate: Providing access to integrated data and evidence
Operational and proven tools for investigation and case management ensure continuous and contiguous processes from a single integrated data store. Add to this the ability to manage all evidence digitally, from whatever source, link to cases and exchange with partner agencies and,
potentially, third parties such as solicitors will deliver a truly joined up digital case file that can seamlessly pass through the police and criminal justice system to the courts and beyond to prisons and probation as required.
To ensure the right information moves through the system Capita’s portfolio works from a single POLE (person, object, location, event) store, increase data quality and maintains the statutory requirements for information management (MoPI). This information could be further linked to individuals through the use of biometric identifiers to ensure that relevant data, particularly around risk management, can move quickly and easily between partners.
Prosecute: Delivering a joined up Criminal Justice system
From building case files and managing the ever-increasing volume of digital evidence Capita’s portfolio also covers the use of these case files in the Courts service with a full two-way exchange of information across this ‘service boundary’.
Alongside the provision of digital case files and there exchange between partner agencies Capita can ensure that the right identity is tracked through the system. Using biometric identifiers it is now cost-effective and technically possible to ensure that from custody to prison it is the correct person that attends at all stages in this process – ensuring any sanctions that are applied either post-charge or post-conviction are adhered to and, importantly, any breaches are quickly notified and acted upon.
Rehabilitate: Ensuring sanctions are meaningful and manageable
The use of non-custodial sanctions, be it by the Police or the Courts, is increasing but risk being seen as ineffective if there they are costly to oversee and where breaches are often not acted upon in a timely manner.
The management of bail sanctions is an area where the existing paper-based process is proving more and more difficult to manage resulting in known offenders being able to use the system to avoid efficient sanction.
IdentityWorks™ has been developed to help forces ensure that sanctions are applied correctly and, when breached, a proportionate response is triggered. This will, without doubt, help drop recidivist crime, recurring anti-social behaviour and support cross-border policing when used as a shared service.
The deployment of self-service kiosks for bail management will help reduce the burden on front desk staff and also to reduce the risk of conflict or tension in areas that are also commonly used by vulnerable people.