PUBLIC SECTOR. The Integrated Control Room

Transcription

1 PUBLIC SECTOR The Integrated Control Room

2 WE SOLVE CHALLENGES THAT FACE THE PUBLIC SECTOR integrated Control Room (ICR) The front office business process consists of many points of interaction with external people and functions, that all need to be co-ordinated. The challenges are: That the right information is captured once only and is then made available to all that need access to it. That sufficient information is available to make a timely, fully informed first deployment decision. To address these challenges, and many more, SunGard Public Sector is able to offer its Integrated Control Room which has been developed by transparently combining its existing portfolio of market leading front office system solutions. The SunGard ICR allows forces to focus on three key principles: b-smart, What you need to achieve The best first impression to your customers The best first response to incidents Calls completed at the first point of contact. b-informed, What your front office staff need Prompt access to intelligence and safety information Prompt access to resource information Consistent presentation of information. b-integrated, How you achieve it With Business Processes enabled by integrated technology With complete and co-ordinated front office systems Through single solution delivery and support. INFORMATION FLOW

3 b-smart, b-informed, b-integrated Government targets set for emergency services are increasingly focused on providing an improved service to the public. This becomes more challenging as the volumes of both emergency and non-emergency calls increase. It is widely recognised that the optimal approach to addressing these requirements is to establish a set of complementary integrated systems which support all of the activities of front office staff in a single business solution. Front office systems and their co-ordinated operation are paramount to a force operating its business processes and delivering best service to the community it serves. SunGard is the only supplier able to provide all the key components to enable a seamlessly integrated and co-operative front office and control room solution. SunGard s products have been carefully designed to facilitate easy and transparent inter-operation with full implementation and support services to deliver a complete whole-life solution to forces. SunGard s approach stems from over 30 years experience of providing solutions to the emergency services, and is based on a long-term commitment to national strategies such as ISS4PS and government objectives, which involves continually improving the end products to ensure delivery of the mutual goal an improved service to the public.

4 WE SOLVE CHALLENGES THAT FACE THE PUBLIC SECTOR

5 The Solution The SunGard ICR comprises the following components: SunGard Command & Control enables a Force to deliver its business efficiently and effectively: Its high performance and intuitive user interface ensures a faster response to emergency calls Ready access to, and presentation of, information allows operators to direct resources safely and effectively Inter-operation with call-handling solutions and data exchange allow a fully informed response to be provided to callers The published Application Programming Interface provides comprehensive facilities for integration and data sharing with back-office systems Its ability to integrate with other organisations provides a more coherent service-wide response than has previously been possible. CRM Applications enables a consistency of approach and an increase in efficiency: Allows a professional approach to be used for all callers hence presenting the best first impression Provides the mechanisms for capture of consistent information which can be passed to other systems to allow fully informed decision making to be undertaken Enables appropriate Business Process Maps to be defined to support the force s defined business process Through interfaces to other front and back office systems ensures that the call handler has access to all relevant information to enable the call to be fully dealt with at the first point of contact SunGard Command and Control provides a generic interface for CRM applications which allows them to create incidents and continue to add details to the incident, even when the dispatch process has commenced. The interface is fully proven with two leading CRM products. CRM SUNGARD COMMAND AND CONTROL DS 2000 ICCS CALL DISTRIBUTION TETRA GATEWAY Business Solution

6 WE SOLVE CHALLENGES THAT FACE THE PUBLIC SECTOR The Solution DS2000 Integrated Communication Control System provides an efficient communications interface to support information and decision making systems: Intuitive user interface designed to provide fast single key access to all important functionality Single point of control for all voice communications in the despatch centre, both legacy radio, digital radio and telephony Provision of point of consolidated control for other systems such as CCTV and Radio Alarm systems through definition of open interfaces Advanced partitioning allows definition of appropriate functional presentation for different front office roles Interface with Command and Control System allows appropriate functionality to be directly controlled from Command and Control User Interface. Tetra Gateway enables consistent point of access to radio infrastructure: Interface for all status, short data and location messaging for front office systems A generic interface to front office system regardless of type of radio system connected to Common translation of radio system specific identities to common alias/callsign for use by all other systems. Call Distribution enables calls to be routed to the front office function best able to process the call: Distribution based on skills based rules defined by the force Provision of caller details to systems used by call handlers. For full details of the components of the SunGard Integrated Control Room solution please refer to individual product sheets. the SunGard integrated control room Call Handling Centre Dispatch Centre C & C Centre Back Office CRM SUNGARD C & C NSPIS HR HiPath ProCenter DS2000 ICCS Tetra Gateway Alias Database C & C Other Forces HiPath Dx Public Callers Police Officers

7 ABOUT SUNGARD PUBLIC SECTOR SunGard Public Sector UK serves a wide range of customers - public safety and justice agencies, local and central government and third sector organisations. Solutions include public safety and justice applications as well as managed services and management consulting. In the UK more than 50 million citizens 86% of the population - are served by agencies that rely on SunGard Public Sector solutions. ABOUT SUNGARD With annual revenue of more than $4 billion, SunGard is a global leader in software and processing solutions for financial services, higher education and the public sector. SunGard also helps information-dependent enterprises of all types to ensure the continuity of their business. SunGard serves more than 25,000 customers in more than 50 countries, including the world s 50 largest financial services companies. SunGard and the SunGard logo are trademarks or registered trademarks of SunGard Data Systems Inc. or its subsidiaries in the U.S. and other countries. All other trade names are trademarks or registered trademarks of their respective holders. Copyright 2008 SunGard Public Sector Limited Registered Office: 25 Canada Square, London E14 5LQ.

8 SunGard Public Sector Limited Methuen Park Bath Road Chippenham Wiltshire SN14 0TW United Kingdom Registered Office: 25 Canada Square London E14 5LQ United Kingdom Tel: +44 (0) SunGard Public Sector SPS INT CONT NGA SUN 04