Understanding the problem
This high volume of unlogged demand is caused by failure demand, which happens when members of the public have to recontact for an update about their crime or incident
Police Forces across the UK are struggling with increases in demand, time to answer, handle times and abandonment rates, yet between 50 and 70% of 101 and 30% of 999 calls are not logged. This high volume of unlogged demand is caused by failure demand, which happens when members of the public have to recontact for an update about their crime or incident, for property to be returned, to change an appointment, to be put through to a department and to find out if somebody is in custody. Nobody in contact management can help members of the public with these requests. This prevents value demand from being dealt with effectively, frustrates the public and increases hindrance stressors that subsequently lead to higher staff turnover. Collectively, the lack of updates to victims and citizens is having a detrimental impact on public trust and confidence, leading to high volumes of failure demand and significant service costs.
As the market leader in enabling organisations around the globe to engage with their customers and citizens, Salesforce has worked with leading UK police forces to transform the Citizen Experience.
Police forces can now meet the 12 Rights detailed in the Victims’ Code whilst reducing costs associated with traditional methods of updating victims and significantly reducing the number of failure demand calls into Contact Management
Now, victims and citizens can be proactively and automatically updated on their channel of choice (email, SMS) in a humanised and personalised way. From contact to closure, victims and members of the public contacting police forces will receive automatic updates with key information, case progression and how to obtain support for key partners including Victim Services, Witness Care and CPS.
The solution also uses a best-in-class self-serve portal with two-factor authentication to ensure that victims can receive secure updates when they need them. With the victim and citizen at the heart of this technology, victims are able to speak to officers directly via the Citizen Portal and self-serve information including how to seek compensation, make a Victim Personal Statement and how to challenge a decision. In better serving the public, police forces can now meet the 12 Rights detailed in the Victims’ Code whilst reducing costs associated with traditional methods of updating victims and significantly reducing the number of failure demand calls into Contact Management.
In partnership, Salesforce and UK policing can deliver transformational benefits for victims and citizens. Without the need to replace incumbent systems, we integrate across CAD, RMS, DEMS, DMS, Teams and other key policing systems to surface relevant data to drive engagement with citizens safely and securely. In doing so, we can help forces drive effective, efficient and legitimate services, including by:
Meeting the Victims’ Code
This capability is built with the Victims’ Code at its centre, from supporting victims in an accessible and clear way to creating a synergy between key partners.
Reducing Failure Demand
By keeping victims updated we can help policing significantly reduce failure demand, which provides a cashable return on investment and frees up the capacity to allow policing to do what it does best.
Salesforce is fully compliant with GDPR including the right to be forgotten, consent and detailed audit capability. This provides policing with an opportunity to support victims and citizens now and also into the future with proactive engagement to make citizens feel safe.
At every step of the way, Salesforce enables policing to survey victims and citizens in order to create feedback loops to drive learning and continuous improvement.
The initial feedback from our Pathfinder customers has demonstrated amazing KPIs in their first month of being live.
Find out more in our workshop at the Police Digital Summit
For those of you attending the Police Digital Summit next week, you can join our workshop with Thames Valley Police and Hampshire and Isle of Wight Constabulary to speak about their Victim Journey and Citizen Portal capability that has recently gone live.
You’ll hear from Superintendent Rob Brind (Head of Digital) and Tom Boyd (Contact Management, Operations Manager) about the process of creating victim journeys, the planning work leading up to going live in both forces and the remarkable pathfinder KPIs that have been evidenced in the first month of operation.
If you aren’t attending the Police Digital Summit for further information please visit https://www.salesforce.com/uk/publicsector/ and call us or ask to be contacted.