Contact: Engaging with communities from the first point of contact to the last
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 engagement. It’s important to appreciate that the most vulnerable or marginalised in society make use of the less public channels, so all public service providers need to ensure that they interact with their most critical constituents in the optimum way that meets their needs
Respond: Managing information correctly builds knowledge but also confidence
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 without having to re-enter information or ask the same questions of a repeat caller. 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.
Investigate: Gathering information across all communities enhances investigations
The advent of social media is one of the biggest changes of the 21st century. Its massive growth and adoption by mainstream society is both a huge threat and a colossal opportunity for all public service organisations. Social media intelligence (SOCMINT) is already being used by many Forces to request information and help from the community. Almost every Police Force is moving ahead in incorporating SOCMINT in a variety of ways. Recent figures indicate that 98% of Police Forces in the UK have an active Twitter account, 96% have Facebook accounts and 94% have YouTube accounts (with more than 3,600 videos uploaded).
However, conversations need to be two-way and the ability to keep stakeholders in the community up to date with information, through self-service portals or dedicated news feeds, would maximise the engagement whilst minimising the costs for the service provider.
Technology can also be deployed to help officers and staff conduct investigations but to meet vulnerable victims and witnesses in locations, such as hospitals, care homes or private homes, that aren’t necessarily as threatening as the normal police estate enabling interviews and witness statements to be taken electronically and then uploaded to the force’s digital store.
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. Having known offenders seemingly unmanaged and free to re-offend at will does nothing but harm the engagement that forces have with their communities.
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.