In today’s 24/7 society consumers are used to getting what they want, when they want it. Consequently, one area of police operations under increasing scrutiny is responsive contact management, shaped around the needs of the public.
It is no longer just about an integrated approach to managing incidents; it is about providing a joined up and consistent approach to all public contact across the force, no matter what the channel of interaction. More ‘joined up’ service delivery through the integration of contact and incident management will have profound effects on public perception, confidence and satisfaction. Perception will be based on results and the visibility of officers out in the community; public confidence will come from instilling the belief that the police are doing what is expected; and improving the way that all contacts between the public and the police are handled will increase satisfaction levels.
SmartContact® allows forces to seamlessly manage interactions with the public, from the first call, social media contact, or station visit, through every subsequent point of contact. SmartContact® is the collective term for a suite of applications and services provided by Sopra Steria for Emergency Services to provide a communications management, contact and event management solution.
SmartContact® enables the delivery of a truly customer-focussed experience for every contact. The customer has the freedom to choose their preferred channel of communication including email, social media and SMS as well as traditional voice calls, to contact a force. A self-service portal enables members of the public to access services and provides greater flexibility and choice.
- Multi-channel contact centre platform
- Contact management
- Web portal
- Incident management
- Resource management
- Integrated communications management
- Customer chooses preferred channel of communication
- Identification of known person
- Contact handlers have full contact history
- Vulnerable persons immediately apparent
- Connects related contact events
- Supports a consistent response
- Enables contact with other agencies
- Improved service to public
- Improved efficiency of staff
- Improved demand management