Arresting technology to boost incident response from police
Microsoft is incorporating visualisation technology from Cambridge Intelligence to help UK police forces react more effectively to incidents and record ensuing events. Microsoft Services chose CI’s KeyLines technology after a global beauty parade of potential solutions.
A new contact management platform uses Microsoft Dynamics and KeyLines to help provide contact centre staff with real-time contextual information to identify threat, risk and harm.
The initial rollout is due in mid-2017 to 500 core users, responsible for 2.6 million calls a year relating to 1.1 million incidents.
Microsoft is working with two UK forces but others are expected to come on board once the platform has been proved in the heat of ‘battle.’ Each call requires police call centres to process and record new data, identify risks to colleagues and the public, make swift decisions about the next course of action, communicate with members of the public and officers and take control of complex, rapidly evolving scenarios.
Until now, call handlers have had to work with legacy technologies that siloed information in different systems and rely on out-dated desktop tools. This has slowed processes and inhibited a self-service approach to information retrieval.
Network visualisation was a critical element in the success of the new platform; handlers would be presented with a dashboard of information relating to the people, vehicles, incidents and locations involved in a call. This data would be pulled from a unified Microsoft Dynamics CRM system, supplemented by the National Police Computer and presented as an interactive network visualisation.
Huw Edmunds, solution architect at Microsoft Services, explained: “Contact Centre teams need to quickly find and understand a lot of contextual data. They don’t have time to trawl through long lists of information and historical records. Network visualisation is an excellent way to bring out all of that relevant information at the right time.”
After a trial and evaluation of different technologies, KeyLines was chosen as the best in breed solution.
Edmunds said: “We looked at several other visualisation options, including open source. KeyLines was chosen because it provided the level of support and documentation we needed to build network visualisation into the Contact Centre solution.
“It also had the best performance and the right combination of features – especially combos and the time bar – to provide that intuitive access to data our users needed.”
Microsoft has now engaged with other police forces in the UK who are interested in using the system. The partners also plan to extend the system beyond its current scope to include mobile applications for officers and a digital case file.
Founded in 2011, Cambridge Intelligence has grown into a global market leader under the leadership and drive of CEO Joe Parry (pictured).