The system from Intergraph Corporation delivers an intranet mapping system that spatially displays a variety of community information and police intelligence to assist contact centre operators who deal with calls from the public. Approximately 200 contact centre operators have constant, around-the-clock access to the map-based information. Every year, Surrey Police produces a policing plan, which lists the force priorities based on issues of concern to Surrey's citizens. At the top of the list for 2005 is customer service, where the police have committed to provide a clearly defined service quality focused on the community's needs. It is important that contact centre operators, who are usually the first point of contact a citizen has with the police, possess all the tools necessary to provide correct, up-to-date and topical information about Surrey Police's services.
Using Intergraph GeoMedia WebMap software, the new system allows operators to locate a caller's address and then publish data from various Surrey Police datasets via a map-based intranet service tied to a caller's location. Often calls to the police will not require an immediate response, but to be resolved, should be passed to a local beat officer, partnership agency or local government department. By having all relevant information in one map-based portal, operators are able to communicate effectively and efficiently with callers to resolve any concerns.
"The staff of the Surrey Police Contact Centre are very pleased with this new tool," said Karen Morris, customer services manager for Surrey Police. "Operators have driven the development priorities for functionality, producing a high level of ownership and motivation. Early survey results show that, where extra information is provided to our callers, it achieves a positive effect."
Data displayed on the map also includes frequently reviewed, local trouble spots. Incidents occurring within these areas can be given a higher priority for attention than they would otherwise if the information was only available in geographic form.
Surrey Police's contact centre has been recognized as matching the best private-sector standards for call handling after receiving a highly commended rating in the prestigious European Call Centre of the Year Awards. The contact centre receives an average of 130,000 calls a month. During the past two years, Surrey Police has invested heavily in improving and extending the call-handling facilities.
Quelle: Publictechnology, 16.09.2005
