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 re-contact 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.
The Solution
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.
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.
Please join us on day 1 of the summit at 14:20 in the Edinburgh Room where you will hear from Superintendent Rob Brind (Head of Digital) and Tom Boyd (Contact Management, Operations Manager) at TVP and Hampshire & IoW Police about the process of creating victim journeys, the planning work leading up to going live in both forces and the remarkable statistics that have been evidenced in the first month of operation.