Capita launches single contact centre and control room solution for police

It will improve the experience of callers and ensure that officers with the right skills and capability are safely, quickly, and efficiently despatched to incidents with the information they need delivered to their secure mobile devices.

ControlWorks delivers rich management reporting tools that will allow forces to align operational, everyday policing with their agenda to transform their business processes and be more efficient, agile and flexible.

George Godliman, managing director of Capita’s communications and control solutions business, said: “The 21st century control room is under significant pressure. Deep budget cuts require control room environments to transform and we need to knock down the boundaries between support services and the operational frontline.

“Asking police forces and call handlers to juggle multiple systems just doesn’t work in this fast-paced environment. They need to be able make informed decisions to get the right help to citizens as quickly and as safely as possible. The single solution will not only result in efficiency gains, but it will also open the door for a more collaborative emergency services sector.”

Helen Turnbull, Capita’s police market director, said: “There is no doubt that operational efficiency will always be an essential target for police forces, but the introduction of Police Crime Commissioners has focused even greater attention on improving customer service too. The launch of ControlWorks heralds the first phase of Capita’s plans to enable police forces to deliver a customer experience that will rival the best in any industry. Police forces will now be in a position to better profile the people contacting control rooms and the incident they are calling about, resulting in a personalised service being delivered.”