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News : Steria and APD Launch SmartContact, for the Police
Nov 19, 2013 -- Steria and APD have formed a unique product development partnership to deliver SmartContact, a fully integrated, end-to-end contact management solution, which will enable the police to provide a consistent response to public contact in and beyond the control room. Better communication and information will lead to improved service and enhance the public's perception of the police.
Steria, a provider of IT-enabled business services, and APD Communications Ltd, a global provider in control room, mobile information, resource location and tracking solutions, have formed a unique partnership to develop a fully integrated, end-to-end contact management solution, SmartContact. The solution enables a police force to deliver a consistent response to public contact - whether in the control room, at the front desk, via online communications, or in the community. It means that a caller shouldn't have to waste valuable time repeating information that they have already told the police. It will also save the police force time by ensuring they have relevant information when they need it, facilitating a more efficient and targeted response.
SmartContact, which provides an intuitive user interface, gives police employees rapid access to information relating to a member of the public and their interaction history with the force. For example, it will be able to flag if the person is known to be vulnerable, or a repeat caller. Another area where SmartContact enhances existing working practices is regarding feedback to and from callers. It flags calls suitable for a follow-up, to provide an update on the status of an incident and to obtain feedback on performance. This will enable forces to improve the performance of the frontline responders. It also means that staff at a police station front desk or officers in the street with a mobile device can access information relevant to the enquiry they are dealing with.
John Torrie, Chief Executive Officer, Steria Limited, UK, , said, "The value of customer intelligence in the private sector is well recognised, yet surprisingly few police forces use Customer Relationship Management as part of their policing solution. This is why we have partnered with APD to deliver a contact management tool for police forces. SmartContact enables a police force to make consistent, informed contact with a member of the public, and maintain this from the initial station visit, phone call, email or social media message, right through to the last interaction."
Steve Denison, Managing Director, APD, said "In times of austerity, the police find themselves busier than ever striving to drive down crime levels. SmartContact is a vital tool for police forces enabling them to make informed decisions and deploy officers where they are most needed, improving efficiency and further reducing crime. Better communication and information will lead to improved service and enhance the public's perception of the police".
Posted by Veronica Silva Cusi, news correspondent
Today's Tip of the Day - Customer Satisfaction
More Editorial From Sopra Steria
About Sopra Steria:
Groupe Steria SCA is a multinational information technology services company headquartered in Issy-les-Moulineaux, France.
About APD Communications:
APD is a provider of control room, mobile information, resource location and tracking solutions.
Published: Tuesday, November 19, 2013