GMP enhances service via call management

Datapulse will be deploying their call management solution to Greater Manchester Police (GMP) to improve services for incoming community and non-emergency calls.

The new system will allow GMP to check if incoming calls are being answered within specified response times and analyse costs and network utilisation.

Datapulse have been working with GMP for over 15 years. The drive to install the new system came out of the force’s desire to better understand how they were handling the calls they were receiving and if targets were in fact being met.

Sixteen operator consoles are presently in use at the main operator centre, together with a further ten at GMP’s disaster recovery site. The operators have access to a virtual directory of contact details for all GMP employees, as opposed to paper copy directories which are expensive to print and quickly become out-of-date. This PC-based directory has been vital to cutting down the length of time taken to transfer a call, as operators can now search the database by typing in just a few letters to find a name, department or even vehicle registration. The virtual directory is also used to store useful external numbers.

In addition to the operator console, GMP have also deployed Datapulse’s Precision platform (formerly known as Call Management Module) to provide them with call management information. This additional platform enables GMP to check incoming calls are being answered promptly in accordance with guidelines. The system also provides accurate time and cost analysis, and indicates the level of network utilisation at any given time.

Colin Carey, assistant IT director at GMP, said: “We have been impressed by Datapulse’s project management, and its support and flexibility while implementing the system. We are looking forward to the reporting process being upgraded. This will enable staff to be aware of how much they are using the phone and how cost effective this is.”

Chris Bain, public sector manager for Datapulse, commented: “Although GMP have used a Datapulse system for over 15 years, their growing needs meant that they needed to take advantage of a number of enhanced features that are now available. GMP’s upgrade to Precision has allowed for more flexible and easier access to reports on the system, enabling them to provide a more effective and efficient service to the community”.