Police Contact Management Strategy

Business Problem

A major Australian policing organisation needed to deal with fragmented call-taking and dispatch operations, centralised non-urgent call taking and the new contact channels of the digital age.

Based on our strategic approach and successful implementation of the 131 444 non-urgent contact centre design, Bdna were approached to provide a 10 year Contact Management strategy.

Our Role

Bdna conducted a rapid review of all contact channels across the police service, encompassing communications centres, contact centres, local stations and police beats. We worked directly with senior executive, sworn and unsworn members and external stakeholders to understand the variety of communication modes and develop a new roadmap.

We delivered a new integrated and holistic model for contact management across the organisation, incorporating all modes of contact across the different lines of business.

We further defined the 10 year roadmap with key delivery points towards this integrated capability.

Outcome

Our proposed model was endorsed by the Police Commissioner. It provided greater operational capacity, less physical facilities, better redundancy and significant reduction of capital and operational costs. The model is currently being implemented.