DownloadsOpinion Piece - Security, collaboration and mobility PDF, 130KB Strategic, innovative and integrated Public Safety Technology for Contact Centres and Control Rooms PDF, 514.9KB Managing Demand Discussion Paper PDF, 152MB How police forces are learning to THRIVE PDF, 87MB Supporting Digital Policing PDF, 100KB Gearing up for ESN PDF, 53KB Integrated Operational Policing PDF, 220KB
Modern-day Public Safety Contact Centre and Control Room operations are evolving. New digital technology, new data sources, social media, new communication networks, cost-saving and efficiency pressures and accountability all add up to significant change. More and more the emergency services are becoming the default first point of contact and the management of demand is the key to maintaining operational capacity during this time of change.
Forward-looking agencies are now looking at more than just a Command and Control platform with radio communications and Capita provides the next-generation technology to support a strategic, integrated, omni-channel and collaborative platform for all aspects of public contact, whether emergency or non-emergency, voice or non-voice, incident assessment, resource management, response and deployment and data analysis for prediction or forecasting of demand.
Whilst the emergency services are becoming the default first point of contact a community-based approach, effective collaboration and using innovative technology from a single platform as opposed to an integration of multiple systems WILL result in better outcomes:
- More responsive and personalised customer service supporting resolution at first point of contact and avoiding repeat contact
- An evidence based view of demand will prove value for money and help to transform services intelligently
- Developing capabilities that move away from a single organisation mentality towards a community based service provision
- Support for a place based approach with multi agency teams to tackle community issues requiring early intervention