Capita will implement ControlWorks, its next-generation solution for contact centre and control room operations, across PSNI’s three regional contact management centres. The contract is for an initial seven year term and incremental options to extend it to 17 years.
ControlWorks includes Computer-Aided Despatch and Customer Relationship Management functionalities, which help speed up the decision-making process for call handlers, improving overall response times to incidents. ControlWorks is proven to deliver significant operational benefits including the ability to assess and prioritise demand and risk at each and every point of contact with the public, streamlining call handling processes and markedly reducing the need to duplicate data entry.
The solution will enable PSNI to manage all its operations from a single viewpoint and offers seamless interoperability with back office and other external systems, making PSNI’s processes even more efficient and effective. It will also help PSNI fulfil its key strategic objective of utilising the latest technology to increase its operational effectiveness, delivering services that support communities and help keep people safe in the digital age.
Technology plays a part in everything we do as a police service. It is vital that we invest in future-proof solutions that enable us to provide effective and efficient services 24 hours a day in Northern Ireland. Capita’s ControlWorks solution will help us to do exactly that, supporting the way we respond to our communities’ needs and adapting to new and evolving policing challenges as they present themselves.
Police Service of Northern Ireland
George Greig, Director, Capita Secure Solutions and Services, said: “ControlWorks will enable PSNI to make significant operational efficiencies and help call handlers deliver a more tailored and accurate service to the public. It was clear from the start of our collaboration with PSNI that they understood the importance of having innovative solutions in place to help coordinate resources, make highly-informed decisions and rapidly communicate these to police officers and the public.”
To date, ControlWorks enables our customers to manage, on average, over 10,000 calls a day from the public including approximately 6,000 emergency incidents.