Nottinghamshire Police control rooms have received a commendation at the CCF European Call Centre Awards for improvements undertaken since April 2007.
The awards formally recognise professional excellence across Europe, rewarding individuals and organisations that have made an outstanding impact within the contact centre industry. Nottinghamshire Police were the only public sector organisation in their category to be shortlisted.
The key improvements for the department included the streamlining of the crime recording process through the Crime Wizard module from criminal intelligence specialist, ABM. This has played a role in the improvement strategy with regard to reducing response times and the time taken to record crime details.
Pauline Smith MBE, head of contact centre operations at Nottinghamshire Police said: “It was a fantastic achievement to be recognised within Europe for our hard work and positive transformation. Throughout the project we have maintained high levels of service, something which can be difficult to achieve and the benefits of the changes have already been felt.”
Alastair Luff, managing director of ABM UK Limited, added: “It’s a great credit to the hard work of staff at Nottinghamshire Police to have been highly commended for these awards and I am delighted that ABM’s IT system has proved its value in helping streamline processes.”
Crime Wizard guides crime desk operatives through the information entry process when recording a crime. Additional functionality enables operatives to follow the ‘Lean Principles’ approach recommended in Jan Berry’s report, ‘Reducing Bureaucracy in Policing’, by creating input processes which are proportionate to the severity of individual crimes. As a result, Nottingham Police has seen a significant saving in the time previously taken to record crime details.
