D-G4-L4-126 Police contact management and demand reduction review Deloitte LLP Service for G-Cloud IV September 2013
Contents 1 Service Overview 1 2 Detailed Service Description 2 3 Commercials 6 4 Our G-Cloud Services 7 5 About Deloitte 8
1 Service Overview 1.1 Service Summary In a nutshell, what is it that Deloitte will do for you? This service will review the Force's current operating model for emergency and non-emergency contact and will provide recommendations that support reduced demand on call handling and command and control, improved customer satisfaction and reduced demand passed down to front line policing teams. Recommendations will be synthesized through the design of a future operating model taking into consideration the current state model and strategic imperatives for the Force. A set of initiatives will be developed that will support the transition to the new operating model and an implementation plan will be created to enable the delivery of these initiatives. Additionally, a high level business case including benefits/savings will be developed based on the opportunities for improvement. Deloitte's approach consists of working closely with the client in an integrated team, conducting interviews and listening to calls to establish the current processes and identify any inefficiencies or pain points. Alongside this we will carry out detailed data analysis call volumes and types of calls, Average Handling Times (AHT), deployments made as a result of the calls and any other relevant data to identify opportunities for change. This will inform our recommendations for how to best manage citizen contact by resolving incidents at the earliest point of contact in order to reduce costs and deliver a great service. 1.2 Business Context What situations is this service designed to be used in? This service is designed for local police forces and PCCs which face the need to make long-term, sustainable cost reductions while maintaining their service levels to the public. It is especially relevant to any PCCs and police forces that seek to reduce costs across contact management and operational policing teams or that believe they have unnecessary demand that stems from the contact management function. D-G4-L4-126 Police contact management and demand reduction review Deloitte LLP Service for G-Cloud IV 1
2 Detailed Service Description 2.1 Our Approach We believe that the best outcomes will be achieved through a blended integrated team of police and Deloitte resources; combining our approach and methodology with your knowledge of your organisation. We therefore take a flexible approach to the review, depending on your objectives and preferred outcomes. Listed below are the key activities within each phase of the project: Understand the current state of Contact Management through review of existing documentation (E.g. process maps), data analysis, observation and interviews with key stakeholders (both operational and managerial and both staff and police officers); Analyse findings and highlight pain points across the end to end contact management process, including people, process and technology; Assess how pain points within the contact management process contribute to additional demand on either; contact management, or downstream functions, such as operational policing teams being deployed to incidents. Design a future operating model to overcome these challenges and reduce demand on the Force. Develop a high-level business case including benefits/savings and costs (on-going operational and project related); Create a high-level implementation plan and outline any 'quick-wins'. This service is designed to be delivered in a 6 week timeframe, and requires the support and commitment of the Police Force to work with our team, in order to meet these timescales, and accelerate your cost reduction activities. The diagram below outlines our approach in more detail: Establish current process Evaluate contact channels Understand the services provided by the contact centre Data capture Data analysis Known pain points Process assessment Incident assessment Avoidable contact Findings analysis Initiatives prioritisation log Design future state Technology Implications Benefits case Implementation Planning Identify 'quick-wins' Roadmap Current state baseline Future Model D-G4-L4-126 Police contact management and demand reduction review Deloitte LLP Service for G-Cloud IV 2
Phase Activity Detail Current state baseline Findings analysis Future model Implementation planning Establish current processes Evaluate contact channels Understand the services provided by the contact centre Data capture Data analysis Known pain points Process assessment Incident assessment Avoidable contact Initiatives prioritisation log Design future state Technology Implications Benefits case Identify 'quick-wins' Interview staff and managers in the contact centre and dispatch functions as well as listen to calls and make observations in the contact centre. Map the process of dealing with a call. Confirm the channels of contact currently available to the public, in what situations they can be used and understand when they are currently used. Interview staff and managers to understand what services are provided, at which point in the process and the benefit they provide. Request contact, incident and crime data. If the data does not exist, primary data capture may need to be done. Analyse the data collected to identify the types of calls that the contact centre deals with, incidents which are reported, which ones are resolve on first point of contact, which incidents are deployed to and how many officers and how much time they take to attend. Gather suggestions of improvement opportunities from staff interviews. Identify whether there are any opportunities for improvements in the current process. Identify from the data analysis which incidents drive demand on the contact centre and on front-line policing, and which of these incidents could be resolved at first point. Identify those types of contact which are avoidable and present unnecessary demand on the police force. Gather all the identified opportunities identified throughout the project into a log and prioritise those that will deliver maximum benefit for least risk. Use the identified opportunities to design a high-level future operating model for contact management. Identify the technology implications of the future model, including new channels which need to be introduced or those which need to be changed to better manage citizen contact. Use the data analysis on call volumes and incident response durations to calculate the estimated benefits of the new model. Review the initiatives log to identify any opportunities that could be implemented quickly and deliver immediate benefits. D-G4-L4-126 Police contact management and demand reduction review Deloitte LLP Service for G-Cloud IV 3
Roadmap Create a high-level roadmap plan of how the new model can be implemented. 2.2 Inputs We have assumed that you will be in a position to provide certain inputs to the service, which we have listed here. If you are not in a position to provide all of these inputs then please get in touch to discuss options, as it is likely we can reach agreement to alter our approach to accommodate your situation. Information about existing channels and data for the use of those channels; Call handling statistics, including call volumes by incident type (and/or grade) and Average Handling Time; Incident data: system data about incidents which are deployed to; Contact Management / Command and Control strategies; Organisation charts / process maps concerned with contact management or command and control. 2.3 Your Contribution Our services are designed to be delivered with you rather than to you. We have assumed that you will be able to make the following contribution to the work. If you are not in a position to take on these responsibilities then please get in touch to discuss options, as it is likely we can reach agreement to alter our approach to accommodate your situation. Make available staff and managers within Contact Management for interviews and call listening opportunities; Make available police officers from front-line policing units for interviews, observations and potentially timeanalysis; Make resources available to provide the data required, including any resources that may be required to conduct primary data capture where necessary; Have the capability to extract call management data from existing command and control, telephony or case management systems; Providing access to the best available information about the existing situation, plans and strategies; 1 FTE within the organisation that will be the designated point of contact for our team. This person will facilitate introductions to the relevant people, provide general information and advice about the police force and Contact Management, and liaise with key people to deliver the data and information required; Provide effective working space for our joint team in a co-located space, ideally a large meeting room, which we will have exclusive use of for the duration of the project, and in which we can create wall charts and leave working papers without disruption. 2.4 Outputs What will you get in terms of deliverables, outputs and outcomes from this service? A Contact Management Review report with the full outcome of the current state analysis, data analysis, future state design, benefits case and the high-level implementation plan. Data analysis spreadsheets, showing current demand and the potential opportunity for reduction D-G4-L4-126 Police contact management and demand reduction review Deloitte LLP Service for G-Cloud IV 4
A clear vision of how to best use the Contact Management function to manage demand on the police force Recommendations based on robust data analysis which will facilitate better decisions about the future of Contact Management 2.5 Scale and Complexity The effort involved in delivering our service is driven partly by what we will do (which we have described in section 2.1 above) and what you will do before we arrive and alongside us whilst we work (which we have described in sections 2.2 and 2.3 above respectively). It is also driven by the scale and complexity of your business situation. This section describes the scale and complexity that we have designed this service to address. If your business situation is bigger or smaller than this then please get in touch to discuss options, as it is likely we can reach agreement to alter our approach to accommodate your situation. As mentioned in our approach section above, we may need to conduct primary data capture exercises in the scenario where data does not already exist within the Force or Force IT systems. For example, data on the number of incidents police officers were deployed, the time taken to resolve the incident and any actions that followed. In a typical Police Force these sample data sets can be gathered quickly and efficiently in conjunction with the Force, but where primary data capture is required, we reserve the right to change the duration and price of this service. This service is equally applicable to a single police force or for a number of police forces who share contact management functions, or who have aspirations to do so in future. The pricing and duration provided within this service description, relates to a single force only, and we reserve the right to change the duration and/or price of this service should more than one force be involved. D-G4-L4-126 Police contact management and demand reduction review Deloitte LLP Service for G-Cloud IV 5
3 Commercials 3.1 Cost This service is offered based on the unit of Resource-Day based upon our published SFIA rate card available to download separately. We will work with you to estimate the effort for your requirement and calculate the number of Resource-Day units and overall price. 3.2 Location This service will be delivered predominantly in the customer's own premises. No expenses will be charged for travel to premises within the M25, but there may be additional charges for travel and accommodation expenses incurred for services delivered at premises outside the M25. These will be agreed in the Service Order. 3.3 Ordering and Invoicing Process There are two ordering routes available: 1. Visit our G-Cloud service homepage at www.deloitte.co.uk/g-cloud, which contains information about the service and also has an online form for ordering. 2. Send an email to g-cloud@deloitte.co.uk with the following information: Your organisation s name The name of this service, which is D-G4-L4-126 Police contact management and demand reduction review Your name and contact details A brief description of your business situation Your preferred timescales for starting the work We will agree an invoice schedule in our Service Order. Our invoices will be payable within 30 days. 3.4 Exclusions Our service description in section 2 above defines the scope of what we will deliver. For the avoidance of doubt, we have listed below any activities that (in our experience) are sometimes expected to be in our scope but which are not included within this service. D-G4-L4-126 Police contact management and demand reduction review Deloitte LLP Service for G-Cloud IV 6
4 Our G-Cloud Services 4.1 Our G-Cloud Strategy Deloitte offers a range of services on the G-Cloud Store. Our strategy is to provide commoditised services for the public sector, which are suitable for public bodies addressing the changes required of them in a digital world. Our services cover the breadth of Specialist Cloud Services from business analysis to design and development; transition management to project specification and selection. We also offer some software-as-a-service options on the store, and intend to expand our service provision in response to customer demand in the future. 4.2 Further Information For more information about our G-Cloud strategy and services, please visit www.deloitte.co.uk/g-cloud. D-G4-L4-126 Police contact management and demand reduction review Deloitte LLP Service for G-Cloud IV 7
5 About Deloitte 5.1 Our Business Deloitte LLP ( Deloitte ) is a leading professional services firm, employing over 13,000 staff across 20 locations in the UK. Our Public Sector practice includes over 1,000 experienced specialists in central civil government, health, transport, defence and local and regional government, some of whom have previously worked at senior level. In addition, we have over 1,000 staff who can work in both the public and private sectors, enabling transfer of experience and methods. As a Big Four professional services firm, we are well positioned to draw upon skills across a wide range of service offerings to deliver Cloud-based services. We work across the public sector as a trusted advisor and as a supplier of leading edge technology services. This includes an extensive portfolio of Specialist Cloud Services available as commoditised services in the G-Cloud catalogue. Our public sector team plays an active role in the development of methodologies, value propositions and points of view to assist our public sector clients. We conduct research in areas that are of current and emerging interest to our clients, identifying best practice and new developments in the UK and internationally. In this section we outline some of the elements which differentiate us in the marketplace. 5.2 Professional Standards As a leading supplier, Deloitte operates to high standards of professionalism: We recruit highly capable staff and maintain effectiveness through training, performance management and continuous professional development Quality on every engagement is managed through a Quality Management Plan and partner sign off of deliverables on all engagements. Technology Consulting services are accredited to ISO9001, the international quality standard, which includes acting on customer feedback and continuous improvement plans As members of the Chartered Institute for IT (BCS), our Technology practice and individual members are bound to its Code of Practice and Code of Conduct which defines good practice for ICT and technology consultancy. We are also registered with the TickIT scheme We are a Green classified CESG approved company and have a number of CHECK Team Leaders Our project management methodology, which is aligned with PRINCE 2, provides mechanisms for managing all aspects of engagements, including project risks and issues. We have over 300 staff with PRINCE2 or similar PIM qualifications Our Focus on delivery includes regular contact with client management and frequent progress updates when issues can be identified at an early stage to enable easier risk mitigation and help avoid escalation Deloitte is reliable to work with and sets out to deliver the services needed. Our high reputation in the market is based on our commitment to deliver even in difficult circumstances, while building trusted relationships with our clients D-G4-L4-126 Police contact management and demand reduction review Deloitte LLP Service for G-Cloud IV 8
We actively promote sustainability within our supply chain and have a strong commitment to equality, diversity and corporate responsibility. Our firm is accredited to ISO14001, the international environmental management standard, and CAESAR (Corporate Assessment of Environmental, Social and Economic Responsibility). Deloitte is accredited to ISO27001, the international security management standard. We operate robust processes for safeguarding customer data and for confidentiality of information. We are registered under the Data Protection Act and have safeguards in place to protect the data of our own personnel or any personal data with which we are entrusted by clients We have processes in place to preserve the integrity and independence of the services we provide. For example, bids are subject to conflict checks to avoid conflicts of interest, all Deloitte staff are required to complete Anti-Bribery and Anti-Money Laundering training, partners and staff are subject to independence checks and there are frequent internal audits and compliance checks 5.3 Security The majority of our public sector team are vetted to Baseline Personnel Security Standard or cleared to National Security Vetting SC level. In total, this is over 1,000 people with some form of security vetting. Deloitte is a List X company. We employ a full time Security Controller and Security Team to manage security clearances, advise on development of Security Management Plans and manage compliance with security processes. We have comprehensive Business Continuity Plans in place in all locations. Staff are equipped to work remotely if client sites or Deloitte sites are inaccessible. 5.4 Responsible Business At Deloitte Responsible Business is not just a strap line. We appreciate that our everyday business activities affect wider society through our actions and through the actions of those with whom we do business. Our approach to Corporate Responsibility is fully integrated with our business strategy; as such we are fully committed to addressing requirements from the Social Value Act. In the last year we launched our inaugural Impact Report (http://www.deloitte.co.uk/impact/), replacing our traditional annual report and providing the platform through which we will measure our impact and contribution to society into the longer term. 5.5 Geographical Coverage Deloitte has 20 office locations throughout the UK, plus offices in Guernsey, Jersey and the Isle of Man. We also have a National Solutions Centre which is based in Belfast and provides software engineering capabilities for our clients. 5.6 Innovation and Continuous Improvement Deloitte understands the importance of innovation to public sector clients in their endeavours to reduce costs and ensure better outcomes. Deloitte approaches public sector engagements from the standpoint of delivering tangible or measureable outcomes and effective use of resources. Cloud provides a major opportunity to challenge existing provision of IT in the organisation, and improve working practices, service levels and reduce operating costs. We are willing to challenge current ways of working in the public sector and to harness technology and lean thinking to produce satisfactory outcomes that deliver the client s objectives at lower cost. D-G4-L4-126 Police contact management and demand reduction review Deloitte LLP Service for G-Cloud IV 9
We seek to ensure that our people, methods, infrastructure and working practices deliver high quality services to our clients and an environment where our staff can work effectively. We recognise that this is only possible if our working procedures, methods and tools, staff skills and training continue to improve. We undertake a number of activities to set objectives for key processes, measure performance against these objectives and assess and adjust our operational and engagement procedures to sustain improvement. 5.7 Capability Transfer Deloitte prefers to provide capability, knowledge or skills transfer on most projects. We can also work in such a way that capability transfer is at the heart of the engagement. Examples include: Training client staff for team roles at the outset of an engagement to reduce costs and provide for continuity of skills after we exit from the client Providing only those services which a client cannot provide for themselves and avoid practices such as staff substitution as much as possible Delivering comprehensive capability transfer so that client staff are able to take over fully the operation or extension of a service or continue to manage a change programme from their own resources. We also have a programme of secondments both to and from the public sector, which enhances our industry insight while strengthening our relationship with public sector. 5.8 Our Business Structure Deloitte LLP comprises a number of business units. Our G-Cloud services are provided from across our business, bringing in the skills and experience we need. Because our business structure is set up as a group, some of our business units are constituted as wholly owned subsidiaries of Deloitte LLP. For the purposes of our G-Cloud services, the Deloitte MCS Limited (company registration number 03311052) is a sub-contractor that we may rely upon to deliver service. D-G4-L4-126 Police contact management and demand reduction review Deloitte LLP Service for G-Cloud IV 10
Important notice This document is not an offer and cannot be accepted. Should you wish to obtain our services, please contact us using the Ordering Process described in section Error! Reference source not found. to discuss your requirements and how we may meet them. Following these discussions and our internal acceptance procedures, we would then enter into a direct order with you in accordance with these Framework terms to confirm our appointment. The information contained in this document has been compiled by Deloitte LLP and includes material which may have been obtained from information provided by various sources and discussions with management but has not been verified or audited. This document also contains confidential material proprietary to Deloitte LLP. Except in the general context of evaluating our capabilities, no reliance may be placed for any purposes whatsoever on the contents of this document or on its completeness. No representation or warranty, express or implied, is given and no responsibility or liability is or will be accepted by or on behalf of Deloitte LLP or by any of its partners, members, employees, agents or any other person as to the accuracy, completeness or correctness of the information contained in this document or any other oral information made available and any such liability is expressly disclaimed. In this document references to Deloitte are references to Deloitte LLP. Deloitte LLP is the United Kingdom member firm of Deloitte Touche Tohmatsu Limited ( DTTL ), a UK private company limited by guarantee, whose member firms are legally separate and independent entities. Please see www.deloitte.co.uk/about for a detailed description of the legal structure of DTTL and its member firms. 2013 Deloitte LLP. All rights reserved. Deloitte LLP is a limited liability partnership registered in England and Wales with registered number OC303675 and its registered office at 2 New Street Square, London EC4A 3BZ, United Kingdom