The solution - ControlWorks - will be installed across PSNI’s three regional contact management centres. The contract is for an initial seven-year term, with ‘incremental options’ to potentially extend it by another decade.
The ControlWorks suite includes computer-aided dispatch alongside ‘customer relationship management’ functionalities, designed, according to Capita, to “speed up the decision-making process for call handlers, [thereby] improving overall response times to incidents.”
Speaking of the contract, PSNI deputy chief constable Drew Harris said: “Technology plays a part in everything we do as a police service. It is vital that we invest in future-proof solutions that enable us to provide effective and efficient services 24 hours a day.
“This solution will help us to do exactly that, supporting the way we respond to our communities’ needs and adapting to new and evolving policing challenges as they present themselves.”
George Greig, director, Capita Secure Solutions and Services, said: “ControlWorks will enable PSNI to make significant operational efficiencies, while helping call handlers deliver a more tailored and accurate service to the public.
“It was clear from the start of our collaboration with PSNI that they understood the importance of having innovative solutions in place to help coordinate resources, make highly-informed decisions and rapidly communicate these to both police officers and the public.”
