POLICING AND EMERGENCY SERVICES. Supporting the transformation in policing and emergency services. Delivering Transformation. Together.

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1 POLICING AND EMERGENCY SERVICES Supporting the transformation in policing and emergency services Delivering Transformation. Together.

2 Did you know Sopra Steria has more than 35 years experience of working with police and emergency services organisations across more than 27 countries. Our ground-breaking 10-year partnership with Cleveland Police is delivering innovative approaches to control room management, frontline policing and business process. Over 60% of UK police forces use our STORM command and control system. STORM is also the first mobilisation system to be supporting collaboration in a police and fire Control Room environment in the UK. We have developed SmartContact an end-to-end offering that delivers fully integrated Contact, Incident and Communications Management with our partners APD. We include best-of-breed technologies in our solutions, including the NIVADIS investigation case management system developed by Sopra Steria. Our intuitive demand management solution, allows forces to simulate changes to operational services to understand the potential impact and risks of those changes. We have implemented a transformational model for delivering criminal justice services where integrated technology provides a seamless chain from reporting of a crime, through arrest, charging, custody, case file preparation and on to submission to the Crown Prosecution Service. SteriaAFIS is a new generation automated fingerprint Information system for use both in crime prevention and to strengthen the digital identity process across Europe. Our Digital Interview Recording (DIR) solutions are supporting 37,000 UK police officers and the frame work contract is open to all UK forces. More widely our Digital Evidence Management (DEM) offering delivers the tools to ensure efficient management, storage and distribution of evidential data sources. Sources such as DIR and Body Worn Video can be brought together utilising a common DEM server, achieving cost savings and reducing infrastructure overheads. We are prime contractor for Visa Information Systems, the Europe-wide system for visa applications that connects all Schengen state consulates and external border crossing points. 2

3 Rising to the challenge of 21 st century policing and emergency services How do today s emergency services increase their citizen focus, manage escalating information demands and enhance their ability to improve services all with reduced funding? Tough operational and business challenges are changing the shape of modern policing and impacting the wider emergency services. In the face of reduced budgets and the changing nature of crime, organisations in this sector are seeking to transform ways of working and of engaging with the communities they serve. Police and emergency services must keep pace with the technology trends driving greater citizen expectations, such as mobility and social media. They must be able to gather and interpret information from multiple sources and turn it into hard intelligence on which officers can act. Within this landscape can citizen confidence and investigations be improved through the use of new technologies? Is it possible for officers to spend less time on administration and more hours working on the frontline? And can significant savings be achieved through standardisation and process improvements. The simple answer is yes but the reality is more complex. With a strong track record in policing and emergency services, Sopra Steria is unravelling this complexity. We work with forces to enhance their business operations through the transformation of frontline services. Our comprehensive portfolio offers: Expert business transformation and IT consulting services, drawing on our experience across the private and public sectors to transfer knowledge and best practice. Incident management using our market leading STORM command and control application and contact management utilising our end-to-end control room solution SmartContact, the management of emergency and non-emergency call handling and citizen call-backs for enhanced service delivery. STORM is used throughout the UK, Europe and the Middle East. Best of breed technologies and specialist niche products to meet standalone needs or as part of a more comprehensive solution, including innovative mobile solutions, digital evidence and biometric technologies. Services to manage IT infrastructures, applications portfolios, quality assurance and business processes, including control room, criminal justice and operational planning as well as back office functions such as HR and Finance & Accounting. Our pioneering partnership models are setting the pace in business support services, as well as in criminal justice. We have a proven reputation for delivery excellence and building long-term trusted partnerships. Isn t it time to take a closer look at Sopra Steria? By working together in partnership with Sopra Steria, we are transforming our systems and processes, enabling us to face the future challenges of policing, whilst maintaining the service we deliver to the public. Jacqui Cheer Chief Constable Cleveland Police 3

4 Enhancing citizen confidence and satisfaction How do the emergency services better engage with citizens and partner agencies? What tools do they need to enhance confidence and increase satisfaction across the communities they serve? Citizen expectations are high. The internet, social media and smartphones have given an immediacy never previously experienced in terms of access to information. Interaction with the police and emergency services is now possible via diverse channels, ranging from emergency and non-emergency telephone calls to contact via the front desk, officers in the street, , the internet, web chat, mobile devices and more. Within this landscape officers and police staff often struggle to deliver a consistent service across all touch points. How can they gain a view of previous interactions, whatever the channel? How can a control room team ensure a rapid response and improve service delivery to the public? Everyone wants to find a better way of overcoming this difficulty in managing citizen contact across diverse channels. Sopra Steria is already working with police and emergency service organisations across Europe to help bring about the transformation needed to achieve this. Our technology and business transformation solutions and sector-specific business support services are enabling better citizen engagement, improving contact management and enhancing the effectiveness of officers on the streets: Contact management: we help to manage any interaction, whatever the channel, whether emergency or non-emergency, and ensure there is a joined-up and consistent approach to public contact management. Our solutions enable the effective logging of non-emergency communications and support collaboration with local authorities and partner organisations. In addition we actively work to improve public focus by providing citizens with updates on the resulting actions from their calls and giving them the ability to provide feedback on the service received. Command and Control: we fuse our contact management services with our renowned STORM command and control solution that allows emergency services control room operators to deploy resources quickly and effectively. This supports them in providing the best possible response. It enables emergency responders to log calls, allocate the appropriate level of response and make sure that those on the frontline have access to the information they need when responding to emergency calls. Control Room support services: we free up police officers for operational duties by taking over designated control room tasks, such as despatch and queue management, as well as crime recording validation and allocation. Our partnership approach sees us collaborating with senior officers to combine their command capabilities with our management of these tasks. Mobility: we are helping to transform ways of working with mobile technologies that give officers remote access to operational systems, processes and information. This means more time creating a visible presence in the community and less time inputting data at their desks. Officers are able to search both local and national police information sources, and re-use that data to submit reports, with photographs into critical operational business areas including Stop & Search, Intelligence, Anti-Social Behaviour, and Domestic Abuse Incidents. Through our close working relationships across policing we ve identified further enhancements such as Missing from Home and Penalty Tickets. 4

5 We were looking for a mission-critical solution that delivers real improvements and benefits on the sharing of information on a day to day basis and during major emergencies, and STORM will give us that. It will enable us to share information with Kent Police, whilst still preserving the integrity each service may need during security incidents. Our aim is to ensure Kent is a safer county for our residents and businesses. Director Major Projects and Resilience Kent Fire & Rescue Service 5

6 Harnessing and analysing information for effective intelligence-led operations How can the wealth of information across both frontline and support functions be captured, analysed and transformed into highly productive policing? The move to digital, rising numbers of information sources and the growth of data volumes are all increasing the complexity of information management. Effective harnessing of information assets is vital to enable forces to deliver improvements in so many areas, for example, in supporting real-time decision making, increasing the speed to justice and enabling collaboration with partner agencies. Sopra Steria helps to turn vast and growing volumes of information into operational intelligence with technology and services that integrate with our customers existing systems. We provide innovative yet easy-to use tools for accurately gathering data and we put in place the systems and processes for interpreting, sharing and using that data. Our solutions are making it simpler and faster for officers and managers to access information include the following: Biometrics: We are revolutionising the use of biometrics in policing. Our SteriaAFIS back-end solution for the storage and matching of fingerprints in large databases is both fast and highly accurate. Partner solutions are integrated with SteriaAFIS so that matches based on iris or face recognition can also be quickly performed alongside full 20-finger searches that take less than two seconds using both rolled and flat-impression fingerprints. SteriaFITPlus is an innovative capture and image transmission solution used as a workstation in police stations, police cars and airports. Biometric data, such as fingerprint, palmprint, latent, mugshot and signature, is securely captured and transmitted to central databases where, typically, SteriaAFIS can match it with other stored information. SteriaFITPlus has been enabled for mobile devices, allowing police officers to instantly and digitally record hand and fingerprint data from suspects and transmit it in seconds, saving time and resources. Additionally, our Biometrics Data Capture System is currently safeguarding military personnel and facilities in the UK and abroad and can be extended to emergency services organisations. Operational support services: It is important for information to flow effectively around any organisation, removing the need to re-key data and ensuring secure sharing of digital content. We have proven experience in enhancing data flows across police forces and redesigning business processes. For example we have seamlessly integrated technology to link all the criminal justice processes from the reporting of a crime, through arrest, charging and custody services, case file preparation and on to submission to the court process. Digital Evidence Management: Policing is moving from a textural evidence based activity to one that is both social media centric and visual in nature. Crimes in action and incidents are now routinely recorded by members of the public and uploaded to sites such as the BBC and YouTube, this Social Media Policing is on an exponential growth path. The capability to mesh together various visual media from CCTV and Digital Interview Recording, through to Body Worn Video to create visual case files will result in more guilty pleas at a faster rate within the criminal justice system, and will be intrinsic to the future of policing in times of austerity. Sopra Steria s Digital Evidence Media Management service includes the creation, dissemination and storage of visual cases with a full Digital Evidence Management server (DEMS). Our DEMS has the capability to ingest all types of media both visual and textural to provide a rich media experience for evidence gathering. Furthermore, Sopra Steria has integrated a series of visual analytic tools to increase the efficiencies of those investigations. Demand management: In the light of reducing budgets it is important that the forces are confident that their resourcing models are sustainable and will allow them to deliver efficient but effective services that keep the public safe. Sopra Steria s Police Resource and Demand Modelling tool allows forces to simulate changes to operational services to understand the potential benefits and risks of any proposed changes. UK CyberCentre: Protecting information assets is hugely important and Sopra Steria delivers multiple cyber security services, with our centres of excellence across the globe contributing to our ever improving best practice and technical expertise. We provide comprehensive security solutions from Penetration Testing, Secure by Design Architecture services and Crisis Management to fully outsourced Security Operations Centres. Furthermore we are able to leverage key partners and SMEs, such as Info Assure, to deliver niche skills and capabilities but with the reassurance of a Tier 1 Prime. Additionally we work with forces in areas such as identifying and counteracting intelligence threats and monitoring and preventing cyber-attacks. We are part of a regional cybercrime unit. 6

7 The agreement with Steria, Reliance High Tech and Indico will ensure that our officers can continue to follow best practice in gathering evidence through interviews. It will remove our dependence on obsolete tape technology and provide us with higher quality, more reliable interview recording technology, adhering to Police and Criminal Evidence Act 1984 (PACE) and Achieving Best Evidence guidance. This will maintain and improve the quality of evidence provided to courts whilst costs are saved through the replacement of physical media. Delivered by Sopra Steria and its partners, this service is an important step in the continued modernisation of Greater Manchester Police. Mary Doyle Chief Superintendent Greater Manchester Police 7

8 Delivering more efficient and cost effective services Can technology and re-designed business processes reduce the administrative burden on frontline staff and cut the cost of delivering back office support? With budgets stretched to the limit, there is an urgent need to do more with less. This means cutting costs by being more efficient and turning that efficiency into effective service delivery. The administrative burden on officers must be reduced so that they have more time to spend on preventing and solving crimes. Non-core services, such as finance and administration payroll, estates and fleet management and HR, are tying up senior officers. Reducing this bureaucracy will allow them to focus on their core business which is policing. Systems integration and process transformation These non-operational support processes can be transformed with innovative ICT solutions and new service delivery partnerships. For example, to drive faster, more cost efficient business support services, Sopra Steria s business transformation team has delivered streamlined, industrialised processes based on a proven Oracle Enterprise Resource Planning platform. Working closely with Cleveland Police, the team has introduced a wide range of new initiatives to improve access to services and remove unnecessary paperwork and delays in process. These initiatives include the introduction of technology enabled selfservice and a dedicated help desk to support officers in performing a range of administrative tasks such as booking leave and ordering equipment. The HR selfservice, allows personal details to be updated online, rather than via a lengthy administrative process. The Force has gained 10% in time saved across its police officer community; time that can be put back into frontline police work. Back office process improvement As a European leader in the management of business processes across diverse public and private sector organisations, Sopra Steria is proof that processes and information can all be handled or transformed by a private sector partner. We have developed and are delivering transformational services in policing, including the following: Police business process management: by transferring heavily transactional or time consuming tasks to our own teams, we provide our customers with more efficient, cost effective back office service delivery that frees up officers to focus on operational policing. This includes control room management, non-emergency call handling and managing crime and intelligence. On top of this, we provide more traditional Business Process Support activities, such as payroll, finance and accounting, fleet management, procurement, estates management and HR administration. Shared services: our innovative shared services business model is delivering a more efficient and lower cost way for business support services to reinforce frontline policing. It also offers a way ahead for the multi-agency collaboration that will sit at the heart of a new, more localised approach to delivering services. Our shared services model offers multiple clients the opportunity to share best practice and derive the benefit of process optimisation and economies of scale, whether within and between police forces or at a local agency-level. 8

9 Pioneering new approaches Sopra Steria s 10-year strategic partnership with Cleveland Police is delivering new ways of working, transformational ICT services and innovative approaches to customer service and frontline policing. The partnership will deliver an estimated 7 million in cashable savings per annum to the force and includes: Police Operational Services (POS): including control room (call taking and despatch, criminal justice (case file preparation, central ticket office, witness care and after court services) resilience and operational planning, district enquiry and business support. Police Shared Business Service (PSBS): including finance, payroll, HR, training, procurement, fleet management, estates management and business support services. Police ICT Services: a full range of services including service desk, remote operations centre, infrastructure management (data and voice networks, Airwave radio, server and desktop) and application support and development. Mobile Information Access: giving around 1000 police officers mobile access to operational systems, processes and information, such as crime and intelligence reports. 9

10 A trusted partner to deliver complex and critical challenges Working throughout the police and emergency services sector at local, regional and national levels, Sopra Steria offers solutions that incorporate new business models, best-of-breed technologies and proven expertise in business process optimisation. A partnership with Sopra Steria delivers the ultimate blend: one that combines a forces core competence in policing, emergency services and community engagement with our private sector expertise in ICTenabled transformation and business change. Our police and emergency services portfolio is helping to inform and join up critical information systems. These sectorspecific solutions are complemented by our proven ICT-enabled and consultancy services and technology solutions that give forces the agility needed to make change happen as quickly as possible: Transformation services: supporting the ongoing transformation of business processes, applications and ICT infrastructure. Police consulting: making the most of our sector expertise to successfully implement strategic and organisational change. Systems integration and application development: from solution definition, design and development, to deployment and ultimate benefits realisation, we help to unlock business insight and operational efficiency as we ensure off-the-shelf or bespoke products are integrated into the existing infrastructure. Testing and quality assurance: bridging the gap between application development and systems rollout. Application management: agile, focused ICT services based on guaranteed outputs and outcomes. Infrastructure management: meeting the drive for cost reduction, flexibility, performance improvement and growth. Police business partnering: delivering a step change in business efficiency, agility and performance in front, middle and back office functions such as HR and Finance & Accounting. As a trusted partner in policing and emergency services, we are known for delivering mission critical police systems. We draw on a wide range of public and private sector partnership experience to help the police and emergency services identify where either their investment in new technology or a transformation partnership will deliver the most service improvement. We know how to make processes leaner and more effective and can help to shift the focus from purely cutting costs, to service improvements that yield savings, thus delivering significant value. Crucially, our flexible commercial models help our customers achieve their strategic objectives on tight budgets. Partnering with Sopra Steria gives them industry best practice and technology skills they may not otherwise have access to. 10

11 Getting Results Danish Police: our SteriaAFIS was chosen together with SteriaFITPlus to revitalize the use of fingerprint for identification in Denmark. The solution provided connectivity to the Prüm agreement, gave police officers automatic search response and supported the criminal police a more effective identification process. Norwegian Police: we ve helped to strengthen crime solving capabilities with a new SteriaAFIS system powered by SteriaAFIS. With this a holistic view of a person s identity was introduced, empowered by fbiometric modalitities. It also supports more automated processes and fully electronic ACE-V capabilities together with options for face recognition. European Commission: we designed and implemented the new generation of the Eurodac system, a large database of fingerprints of applicants for asylum and illegal immigrants within the EU. The recommended solution for National Access Point (NAP) for member states was also implemented by us. 11

12 Sopra Steria Three Cherry Trees Lane Hemel Hempstead HP2 7AH +44 (0) BR009V01