A new contact management report by BAPCO Event media partner CoPaCC has highlighted channel trends, new technology, and challenges and opportunities presented by COVID-19.
With growing volumes of increasingly complex demand, police contact management was already facing significant challenges before the arrival of COVID-19.
However, a new CoPaCC report, published by Policing Insight in partnership with Salesforce, highlights how UK police forces have proactively responded to more varied public channel choice. They have adopted and developed new technology, as well as adapting working practices and reporting structures to meet the challenges of both increasing demand and the pandemic.
The name of the report is ‘Future Police Contact Management: The Single Citizen View’. It examines the police contact management landscape in the wake of last year’s HMICFRS’s ‘A Call for help' report, the publication of the NPCC’s National Contact Management Strategy in 2019, as well as 12 months of COVID-19 lockdowns and legislation.
The report is backed by data gathered through a series of FoI requests focusing on forces’ 999 and 101 data, digital contact, use of national digital platform Single Online Home, and social media. It features interviews with police contact centre managers, major stakeholders and national leads, to identify the major emerging trends, as well as challenges and opportunities.
Among those interviewed for the report include:
- Police Service of Northern Ireland assistant chief constable, Alan Todd. Todd is also NPCC lead for contact management, and author of the National Contact Management Strategy
- Chief superintendent Dave Jackson, head of the Metropolitan Police’s contact, command and control
- Chief superintendent Richard Fisher, head of force contact for West Midlands Police
- Tom Donahoe, head of the customer contact centre at West Yorkshire Police
- Superintendent Aimee Ramm, national product owner for Single Online Home
- Patrick Robbins, NPCC operations manager for digital and social media.
Speaking of the findings, CoPaCC’s director of publishing and development, Ian Barrett, said: “This report aims to highlight the current challenges of police contact management, and explore the forward-thinking strategies being put in place to handle this increasing multichannel demand.
“These strategies will need to incorporate a focus on the experiences and communications choices of the public, particularly those who are vulnerable.
“[The strategies will also need to incorporate] the often-forgotten consideration of the wellbeing of police staff, in light of the growing, complex, demand, and advances in digital contact and technologies, such as live streaming. [These can] expose staff to greater levels of pressure, and the potential for increasingly traumatic contact.”
Read CoPaCC’s Future Police Contact Management: The Single Citizen View report here, with a free registered account.
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