*Please note tickets are currently not available: At this stage please register your Expression of interest to be considered.
Background
The National Police Chief’s Council (NPCC) Digital Public Contact (DPC) Programme supports the ongoing operation and development of Single Online Home (SOH), a national capability providing websites and other digital public services for 41 police forces. The SOH originated 9 years ago as a website for the Metropolitan Police Service (MPS), it is now a national platform hosted by the MPS and is considered as part of national policing infrastructure. The platform has grown over time to offer a wide range of services to forces, including local news and information, reporting services, live chat, social media framework, integration platform, analytics and more.
The requirements from the public and forces for the DPC Programme are continuously expanding. There is a need for DPC to deliver services which support a seamless citizen journey through the contact lifecycle, as is public expectation due to this being common and widespread across other industries, whilst also driving productivity in Policing. Whilst the current SOH platform has served the programme and forces well over the last 9 years, the new requirements are proving onerous to meet from a platform perspective. As such, the programme is looking to shape a refreshed platform which drives towards the DPC vision of transforming the end-to-end Police contact lifecycle to enable forces to deliver an exceptional service to the public.
Purpose of event
Current key contracts end in Autumn 2025, and DPC are now exploring options to decide whether to extend or replace these contracts. However, before going to market, DPC would like to gather some information on how the market would use technology to deliver a set of business capabilities. This offers the opportunity to re-set for Policing and provide a best of class platform.
The business capabilities, along with some target state points for each capability, for which the DPC platform needs to support delivery are:
Information Capture: The ability to capture citizen information (contacts, incident, reports) across channels in a consistent and structured way.
- Data capture is enabled by a flexible and dynamic forms engine capable of dealing with natural language to establish citizen intent.
- It is clear to the public which form they need to fill out for the situation they are in.
- Forms are pre-populated for the public based on individual/retail user accounts, allowing easier and more efficient information capture.
Content: Provision of static advice and information content to the public to enable self-serve or support.
- A ‘create once, publish everywhere’ content model is enabled, allowing consolidated content to be published across multiple channels ensuring that messages across each channel are consistent.
- The SOH website and app use location-based services to default users to the closest force but will allow them to change the force if required.
Demand Management/Triage: Ability to effectively use digital solutions to assess incoming demand and triage appropriately.
- There is functionality for Force Control Room (FCR) operator support, including chatbots and AI triage.
- Triage services are available across multiple channels, allowing reports to be made via Social Media, Live chat and Voice Platforms (for example, IVR).
- Prioritisation of contact is based on intent and keywords (for example, weapons, threat, risk or harm), which is established using NLU (Natural Language Understanding) of the citizen’s utterance.
Citizen Engagement: Ability for policing to engage with the public to provide crime updates and enable digital engagement around reporting and witness/victim care.
- There is a nationally available solution supporting case-tracking with a national citizen identity and access management functionality, supporting citizens to use a single user account across all forces.
- Citizens are informed of status changes to their service request through push notifications to a suitable app, email, SMS or voice channels. The communication preference is defined by the citizen.
Communication: Ability to provide the public with community information and personalised advice across multiple channels (social media, Portal).
- Using devices biometric capabilities, context sensitive information is provided to the citizen based on their location, home, previous interactions, and service request through the appropriate channel.
- Information is available across multiple channels, supporting channel choice and providing more options to suit varying demographics and groups within society.
Analysis: Ability to analyse and present data for policing to understand demand and performance to present to forces either during reporting or on force/national level.
- There is an analysis toolset which pulls information and datasets from multiple locations.
- All toolsets present data in a structured format which is suitable for further analysis.
- Toolsets are integrated into SOH, enabling automated data updates without manual effort.
Design requirements:
Consistency in data capture: Services must capture data in a consistent manner to use in data integration, analysis and insights.
Ease of use: Services must be simple, intuitive, and easy for the public and forces to use.
Interoperability: New services must be interoperable with existing services, including the DPC integration Hub, as well as current force systems.
Information sharing: Services must have the ability to share information between systems and between forces.
Maintainability & Flexibility: The platform must be easy to maintain over time and flexible to add on further requirements incrementally.
We are inviting the market to attend a roundtable, prepared with ideas on you would deliver the outlined business capabilities. There will also be a post-event questionnaire.
How to participate
If you are interested in attending the event, please fill in this Expression of interest by July 16th (COP).
DPC team will review the submissions and finalise the list of attendees.
Timeline:
- July 16th – EOI Deadline
- July 18th – Selected participants will be contacted
If you have any questions, please reach out to [email protected]
Georgie Morgan
Georgie joined techUK as the Justice and Emergency Services (JES) Programme Manager in March 2020, then becoming Head of Programme in January 2022.
Cinzia Miatto
Cinzia joined techUK in August 2023 as the Justice and Emergency Services (JES) Programme Manager.
Ella Gago-Brookes
Ella joined techUK in November 2023 as a Markets Team Assistant, supporting the Justice and Emergency Services, Central Government and Financial Services Programmes.
