ICT

FEATURE: Police call handling hit the headlines in the UK again this month, as chiefs warned daily 999 calls post-lockdown are at levels usually seen on New Year’s Eve, while the Prime Minister unveiled plans for league tables for 999 and 101 call answering times; growing demand, increasing complexity and public channel choice were key issues covered by CoPaCC’s Future Police Contact Management report (published earlier this year in partnership with Salesforce), with the following article from the report highlighting some of the main challenges.

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.

ADVERTISEMENT FEATURE: Many police agencies face the same or similar challenges when it comes to digital forensics. Too much data, too many devices and resource constraints. Harsh Behl highlights how the tools from AccessData®, an Exterro Company can bridge the gap between front-line officers and forensic technicians so that investigations, analysis and review can start sooner.

INNOVATION: The ‘ad-hoc development’ of technology and communications has compromised the law enforcement efforts of South Australia Police; but force CIO Hamish Cameron believes issuing mobile phones to all officers and staff will deliver a ‘step change in the technology’ for SAPOL, as Policing Insight Deputy Editor Sarah Gibbons reports.  

ANALYSIS: What are the benefits of mobile working? When Police Scotland rolled out devices to 11,000 officers, they called on an independent academic team to assess the results - which were overwhelmingly positive. Chief Inspector Martin Gallagher, Deputy Business Lead, outlines the project, alongside Professor Lesley Diack of Robert Gordon University and Dr. William Graham of Abertay University.

ADVERTISEMENT FEATURE: As one of the UK's leading control room software experts, APD Communications has been working hard behind the scenes on developing new technologies to help against the fight of the ever-increasing demands experienced with the control room.

OPINION: Digital information is now all pervasive in society, and effective gathering and collating of that information as evidence is a challenge for policing; senior policing advisor Dr Steve Watts, a former chief officer in the UK, believes more forces could be reaping the benefits of digital evidence management systems.

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.

Insight: Cumbria’s use of Microsoft Teams has snowballed during the coronavirus pandemic and UK lockdown; Policing Insight Deputy Editor Sarah Gibbons looks at some of the innovative uses of the system, and how public engagement and officer satisfaction levels have benefited.

ADVERTISEMENT FEATURE: Policing in the UK is regarded as a benchmark for the rest of the world. So dealing effectively with evolving criminality and cybercrime, along with increasing complex digital evidence, is vital if the UK is to remain a beacon of excellence.

INNOVATION: The National Enabling Programmes (NEP) have been working with UK police forces to provide new technology over the past four years, but the COVID-19 pandemic has provided fresh impetus to the transformation, as Policing Insight’s Sarah Gibbons reports.

INTERVIEW: With a force area covering 2.5 million square kilometres – the world's largest non-federated jurisdiction – Western Australia Police face unique challenges, and enforcing COVID-19 restrictions was certainly one of them; Policing Insight’s Sarah Gibbons spoke to WA Deputy Commissioner Gary Dreibergs about the pioneering, police-led app that made all the difference.

ADVERTISEMENT FEATURE: Harder to say and even harder to achieve, interoperability has long been the bugbear of many industries with policing perhaps at the top of the tree. Boyd Mulvey discusses what can be done to drive integration and interoperability forward for a more joined up approach to policing.

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.

NEW REPORT: CoPaCC publishes in-depth individual analyses of the police ICT provision in 10 police forces providing the largest response to the CoPaCC National Police ICT Survey in 2018. The 'Police ICT: Forces in Focus' reports are the latest in the CoPaCC Police ICT: User Perspectives series based on the Survey results. These reports are critical reading for anyone with an interest in improving police ICT provision.

Interview: CoPaCC's Police ICT User Survey revealed the depth of discontent among frontline officers and staff with their ICT provision, but what also emerged was a lack of consultation with some users before they are given a new piece of 'kit'. Police Federation lead on technology Simon Kempton argues the frontline should have a greater say in IT procurement decisions for the benefit of the public, police and suppliers.

NEWS: Issues with the Athena system, used by nine UK police forces to share intelligence and build case files, were highlighted on the BBC this week but CoPaCC's Police ICT User Survey shows the problems are not confined to Athena. Scroll down to listen to the Police Federation's Simon Kempton and Policing Insight's publisher and CoPaCC Chief Executive Bernard Rix being interviewed about the challenges facing police ICT.

OPINION: In the recent CoPaCC Police ICT: User Perspectives 2018 report officers and staff express dissatisfaction with equipment, training and support that is preventing them from policing to the best of their ability. Simon Kempton, Deputy National Treasurer and National Board Member of the Police Federation of England & Wales, gives his view on the report findings.

OPINION: A lack of integration and interoperability between ICT systems coupled with outdated hardware continue to hamper Scottish police officers but, in his foreword to CoPaCC's Police ICT: User Perspectives 2018 report, President of the Association of Scottish Police Superintendents Ch Supt Ivor Marshall says the recently agreed £298 million for ICT investment is an opportunity to create a system fit for purpose.

OPINION: "Technology is changing fast and it’s essential that we keep a handle on the police ICT user experience, so we can better understand the challenges facing users and look for solutions" says Ch. Supt. Paul Griffiths, Vice President of the Police Superintendents Association in his foreword to the CoPaCC Police ICT: User Perspectives 2018 report.

INSIGHT: Published today, the "Police ICT: User Perspectives 2018" report includes articles providing a range of views on the results and what should happen next. Policing Insight's editor, Tina Orr Munro, here acknowledges that some progress on police ICT has been made since last year's survey - but widespread frustrations reveal the police service still has a very long way to go.

NEW REPORT: The results of this year's Police ICT User survey have now been published, with police officers and staff expressing deep dissatisfaction with ICT provision in their forces. They tell a story of badly specified, out-of-date equipment, slow and unreliable systems with poor integration combined with a lack of suitable training and support.