South Wales Police installs Capita’s contact centre and control room solution

Capita Communications and Control Solutions today announces that South Wales Police has gone live with ControlWorks, its solution for police contact centre and control room operations. South Wales Police is the first UK police force to roll-out ControlWorks, which is now in full operational use across the force.

ControlWorks includes computer-aided despatch and customer relationship management functionalities – much of which is automated, which promises to help speed up the decision making process for call handlers and therefore improve overall response times to incidents. The system also enables South Wales Police to manage all of its operations from a single viewpoint, from resource planning and geographical mapping, through to automatic updates about vulnerable and repeat callers, making their processes even more effective.

Capita has been working on control room solutions with South Wales Police for over 15 years. The introduction of the cutting-edge ControlWorks technology is the latest innovation to improve the force’s efficiency and service to the public.

Assistant Chief Constable Richard Lewis said: “The introduction of Control Works is an important milestone for South Wales Police. We have worked with Capita to develop a system that not only makes the force more accessible but also provides our call handlers with the capability to provide a far more tailored and accurate service to members of the public contacting our Public Service Centre (PSC). It will allow us to be more efficient and effective and enable us to better align our use of technology to frontline service delivery.

As we move forward, of paramount concern is that we ensure the safety of officers and the public despite the challenges we face. In addition to the recent improvements we have made to the force’s mobile capabilities, such as issuing operational officers with smart devices, ControlWorks will help ensure we can continue able to provide our communities with a quality policing service today and in the future.

Paul Eggleton, managing director of Capita Communication and Control Solutions, said: “Our long-standing partnership with South Wales Police has been built on trust, flexibility and a desire to innovate and enhance its operational efficiency and level of service to the public. We believe the implementation of ControlWorks is key to this process – it will generate significant operational efficiencies and improve the service provided by control room operators to the public. We look forward to supporting South Wales Police in the years to come as it continues to seek ways to innovate and overcome the challenges it faces.