Contact: Flexibility to improve contact management and public service
The methods of contact between the public sector and the public are changing rapidly and technology that supports this process needs to remain flexible to deal with this multi-channel approach but also to provide organisational flexibility to help the agency deploy its front-line staff accordingly.
Capita’s ControlWorks™ solution provides that flexible communications hub that allows organisations to be flexible and builds resilience. Whether it is through the creation of a multi-agency contact centre that can maintain a single record of contact for all partners or allowing an agency’s call takers to be located in a dispersed organisation, ControlWorks™ delivers.
Flexible and mobile access to core systems provides the officer on the street everything they need to undertake their job through federated searches, data re-use and form population whilst an agile deployment of line of business solutions, such as the ability to record victim and witness interviews in a non-police environment and take witness statements on a tablet device, enhances the contact with the public and delivers a more efficient service.
Respond: A flexible response – the right response
Being able to know where your resources are, their skills, their availability and that they can attend is key to providing the right response. Couple that with ensuring the call taker has the right information at their fingertips will keep the responder up to date and ensure that the public gets a safe, prompt and proportionate response.
ControlWorks™ provides the tools to the Control Room and integrates with other data sources and duty management information to support the agency’s response. Of course, if it’s not an emergency, a different response may be required. It may be as simple as providing an incident or
crime reference number or booking an appointment for a visit at a later date.
It’s not only about the Control Room. The officers and staff at the frontline need the right information to hand to execute the right response. From the provision and management of the right communication technology to mobile and agile deployments of Capita’s portfolio your staff and the public can get the right response from a flexible and efficient organisation.
Detain: Flexibility and agility to support centralisation and collaboration
The model for the provision of custody suites across forces is moving to bigger, centralised units with cross-border collaboration and the commensurate reduction in local units.
It is therefore vital that technology supports this operational reshaping by providing flexibility and agility. As forces begin to share and collaborate on the IT supporting the custody process it is imperative that this is projected out to the officers on the ground providing agile access to the custody suite ‘whiteboards’ to help understand where the spaces may be for them to take offenders and also to help minimise travel time and the risks inherent in moving offenders large distances.
To help reduce the numbers of offenders held in custody a modern, biometric-based management system, like IdentityWorks™ could be used to help impose and monitor bail sanctions, on a regional basis if required, and provide forces some flexibility about the locations at which offenders can attend in line with an evolving estate strategy.
Prosecute: Centralised storage with flexible access
As digitisation becomes a key theme across the Criminal Justice system it will drive the need not only for large and capable storage mechanism but also the flexibility to access and use the information.
By being able to bring data together and, importantly, to be able to reference the Evidential Integrity of any digital files the court and prosecution processes should become quicker and more flexible as information and files are shared quickly and easily with interested parties.
Capita has been at the forefront of the development of proven two-way interfaces across the CJS and with its latest generation of products, continues to provide innovative and flexible access to the data and the ability to share with partners by developing with the latest collaborative tools.