Contact management/command and control

ADVERTISEMENT INTERVIEW: With UK police preparing to handle rapidly growing volumes of digital, multichannel contact from the public, the benefits – both for citizens and forces – of installing integrated contact management and CRM platforms are increasingly obvious; Steve Norris, Police Market Director at Salesforce UK (a specified supplier under the recent framework) highlights the advantages of the latest contact technology in enabling forces to cope with demand and enhance the service to citizens.

INTERVIEW: As part of the process of compiling the recent CoPaCC Future Police Contact Management report produced in partnership with Salesforce, Policing Insight Editor Keith Potter spoke to PSNI ACC Alan Todd, the NPCC Lead for Contact Management, about the key issues facing policing in relation to public contact – from the increasingly complex nature of demand, to the growth of digital and expanding channel options, the continuing impact of the pandemic, and the long-term challenges and technological opportunities.

New report: With growing volumes of increasingly complex demand, police contact management was already facing significant challenges before the arrival of COVID-19; but a new report by CoPaCC highlights how forces have responded to more varied public channel choice, adopted and developed new technology, and adapted working practices and reporting structures to meet the challenges of both the increasing demand and the pandemic.

INTERVIEW: Advances in technology and the growing demand for digital communication have led to significant changes to police contact management, but the arrival of COVID-19 presented a whole new challenge; Superintendent Aimee Ramm, the National Product Owner for policing’s digital platform Single Online Home, explains how the development team met that challenge, and the continuing evolution of online reporting and contact prompted by the pandemic.

FEATURE: A new Social Media Management & Engagement Framework has been launched by the Police Digital Service, to enable forces to meet nationally agreed strategy standards on consistency and engagement, with the potential for using digital channels for both emergency and non-emergency contact, as Policing Insight Editor Keith Potter reports.

OPINION: At a time when relationships between police and some communities are under growing strain, and in an era when law enforcement is encouraged to engage more positively through social media, there is always a danger that police forces themselves become the ‘fake news’; when that happens it’s important to address the problem quickly and effectively, explains Yael Bar tur, digital communications expert and former NYPD Director of Social Media.

ADVERTISEMENT FEATURE: The disruptive events of 2020 present new pathways for public sector organisations to accelerate the progress they’ve already made in advancing their digital ambitions. But first they need to overcome legacy challenges to achieve a single view of their citizens and start small to harness innovation.

INTERVIEW: While many police organisations and leaders struggle to use social media effectively, Northamptonshire Chief Constable Nick Adderley regularly engages in Twitter exchanges with the wider public, while also vlogging to his own staff; Policing Insight’s Sarah Gibbons spoke to Mr Adderley about his online profile, his efforts to ensure openness, and why he believes good leaders need to ‘keep their hand in’.

INTERVIEW: A 24/7 digital contact management system being pioneered by Surrey Police could improve relations with reluctant to engage communities and strengthen neighbourhood policing; Chief Constable Gavin Stephens tells Policing Insight’s Sarah Gibbons how the digital approach could help to rebuild public trust.

ADVERTISEMENT FEATURE: Police services face the challenge of a growing multitude of communications channels used by the public, with engagements across social media, web and voice channels. Steve Norris, Police Market Director for Salesforce UK, discusses how these touchpoints can be married together for greater efficiency and insight.

OPINION: New research suggests the unique nature of the COVID-19 pandemic has left policing struggling to make the most effective use of social media; crisis communications expert Amanda Coleman believes that the wide range of social media platforms could be used not just to engage the public, but to target and tackle crime.

OPINION: Around 120 million Nigerians have access to the internet, with more than half using at least one social media platform, but police in Lagos have yet to maximise the potential of digital communications to fight crime; criminologist Dr Usman Ojedokun explores why, and what more could be done to engage with the public.