The UK police in recent years have seen a significant increase in non-emergency 999 calls which as a result puts police in both control rooms and on the streets under pressure in responding to them.
These challenges and trends provide UK Police with an opportunity to explore new ways of responding to non-emergency enquiries through digital channels (such as websites, social media and mobile apps) to reduce the pressure on control rooms whilst improving the citizen engagement experience. In response, we have designed a suite of products and services of public engagement to help police force build a better relationship with their local communities.
Our solution offers a range of benefits to the police force and can be used in a multitude of scenarios. Microsoft’s cloud offering provides the scalability and reassurance that no matter what the event or circumstances, it is able to meet the demands of any future events.
A common scenario in which Police forces could leverage this solution is at sporting events, where there are often a significant number of non-emergency incidents. Using Microsoft Social Engagement, Police forces are able to monitor social platforms to see what people are talking about on social media in the vicinity, by identifying trending terms and activity with negative sentiment.
Microsoft PowerApps can then be used by police officers on the scene to log non-emergency incidents via their mobile phone using its camera to take photos or videos of related evidence. Using Power BI, the police are then able to analyse and report on the data collected providing valuable management information to support resourcing decisions for other upcoming events as well as tracking progress against crime prevention performance indicators.
Social Engagement makes it easy for the police force to monitor what the public are saying, popular topics and trends across all social platforms. With sentiment analysis, they can gain insight on the positive and negative phrases and use the Activity Map and see real-time visualisations of posts with location information.
With social media interactions running at a fast pace, social streams come in handy to filter down the data sets and surface the most relevant posts. Social posts can link into Dynamics 365 and be converted into a case, which can automatically be routed to the correct team using predefined criteria.
Dynamics 365 Portals provides web portals with the ability for the public to self-serve via mobile devices or their computers by logging cases or incidents and accessing knowledge base articles for resolutions to frequently asked questions.
Café-X Live Chat capability allows the public to chat via the website. Bot technology can be used to automatically respond to enquiries using information contained within knowledgebase articles and if appropriate, the web, in addition to routing enquires to the relevant teams.
Our PowerApp allows the police officers on the streets to gather feedback on their services for specific events and log cases for non-emergency issues back into CRM using an app off the web, phone or tablet. PowerApps can leverage the hardware of the mobile device, for example, the camera to be able to take photos and videos of evidence.
Dynamics 365 stores centrally all the information collected via each engagement channel and provides full case management capability, allowing all activities to be recorded and tracked against a case (e.g. an incident or a crime).
Dynamics 365 also comes with a set of interactive experience dashboards ranging from user to management dashboards. The information in the interactive dashboard is shown in real time and is a one-stop workplace where users can review their workload in a set of graphs and views, apply visual filters and apply timeframes to drill down and report on the data.
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