Lancashire Constabulary

100-2,499 Employees
Customer Engagement

Today’s customer relationships are ongoing conversations that unfold across time and channels. Phone, video, email, chat, social: It’s all one integrated omnichannel now. Done right, seamless execution pays off in increased revenue and higher lifetime value of customers. Our customer engagement solutions make it possible. 

On an average day, Lancashire Constabulary receives in the region of 3,000 calls. Conversations can last anything from a few seconds to hours depending on the nature and severity of an incident.

Benefits

Improved Customer Service
Reduce Cost

For ‘blue light organisations’ such as Lancashire Constabulary, the effective running of its Contact Centre really can be a matter of life or death.

On an average day, Lancashire Constabulary receives in the region of 3,000 calls. Conversations can last anything from a few seconds to hours depending on the nature and severity of an incident. Often, callers need reassurance because they’re victims of or witness to a crime. The Control Room is responsible for dispatching and routing officers to the scene of an incident and it is imperative that the line between the Police and the caller is maintained at all times.

Lancashire Constabulary

Cut costs and improve Service

As a result of austerity measures, Lancashire Constabulary has to cut over £73 million from its budget. The force used this opportunity to transform its Contact Management functions and Contact centre operations. In 2009, it embarked on a three-year change programme that would replace its telephone and control systems. It decided to consolidate six divisional contact centres into a single control room backed up by two data centres to be based at its Preston headquarters.
 
Lancashire Police is one of the UK’s leading forces from a customer service perspective. So, it was determined to make all these changes while maintaining its enviable quality of service reputation.
 
“You can’t underestimate the risks associated with centralising a Police contact centre environment,” explained Cristina Marshall, Programme Project Manager, Contact Management for Lancashire Constabulary. “In a normal business, downtime is part of life. In our world, downtime could mean the end of a life.”
 
With downtime not an option despite the ambitious scale of the transformation project, the Lancashire Constabulary needed a partner that would ‘stand with them’ as a matter of course. After an exhaustive tender process, the force selected Intrinsic to replace its existing emergency services telephony infrastructure with a new Avaya IP telephony solution.
 
This new solution employs the Avaya CS1000E platform, Survival Media Gateways at five strategic locations across the county and Avaya Aura(R) Contact Centre. The gateways supply time-division multiplexing (TDM) functionality for Lancashire Constabulary’s Command and Control consoles as well as PSTN and interconnectivity into the force’s existing network.
 

“You can’t underestimate the risks associated with centralising a Police contact centre environment, in a normal business, downtime is part of life. In our world, downtime could mean the end of a life.”
 
– Cristina Marshall, Programme Project Manager, Lancashire Constabulary
 
 

A partner that goes above and beyond

“We really cannot speak highly enough of Intrinsic’s work at every stage of this project,” said Marshall. “From the beginning of the tender process as we negotiated our requirements and plans, right through to site installation, Intrinsic went consistently above and beyond.”
 
Intrinsic has been involved in the telephony replacement project from the earliest stages of planning. Taking time to plan and painstakingly design the environment at every discreet stage of the transformation was critical to mitigating the risks of a catastrophic failure.
 
“Planning this project alone was a massive undertaking,” said Marshall. “We had to accommodate the requirements of a 150 seat operational control room, customer service desks, the telephone investigation team, the Police National Computer team as well as training and Quality Assurance, and all without any breaks in service. Intrinsic helped us navigate through the complexity to deliver the new systems. I can’t thank them enough for that.”
 
As the project nears completion, Marshall has had time to reflect on progress.
 
“Looking back at all we’ve achieved is actually quite sobering,” said Marshall. “We had to make even small changes with deep concern for the risks we were taking and the impact on critical operations. Intrinsic was integral to ensuring that we undertook every phase of the transformation with the necessary care and attention required in an organisation where peoples’ lives are on the line.”
 
 

“Looking back at all we’ve achieved is actually quite sobering. We had to make even small changes with deep concern for the risks we were taking and the impact on critical operations.”
 
– Cristina Marshall, Programme Project Manager, Lancashire Constabulary.
 
 

ABOUT LANCASHIRE CONSTABULARY

Lancashire Constabulary is one of the top performing police forces in the country and lead the field in their approach to policing communities. Lancashire Constabulary has received national recognition for its commitment to providing a high quality service to residents in the county. The Constabulary has become one of only two police forces in the country to have achieved the Government’s Customer Service Excellence Award.
 
http://www.lancashire.police.uk/ about-us
 

ABOUT INTRINSIC

Intrinsic is a next generation managed services provider. It enables organisations to become operationally and culturally agile through smart, adaptive technology strategies that respond effectively to everyday challenges. With offices across the UK, Intrinsic is the leading provider of Hybrid IT Managed Services that enables organisations to transition, flex and integrate between on-premise and cloud-based service ways of working. It provides a unique blend of expertise with a hand-picked suite of emerging and established technology solutions.
 
http://www.intrinsic.co.uk/
 

Product and Solutions

  • Avaya Aura® Contact Centre
  • Avaya Communication Server 1000
  • with Survival Media Gateways

On an average day, Lancashire Constabulary receives in the region of 3,000 calls. Conversations can last anything from a few seconds to hours depending on the nature and severity of an incident.

CUSTOMER PROFILE
Lancashire Constabulary Logo
  • Headquarters:

  • United Kingdom

Lancashire Constabulary is one of the top performing police forces in the country and lead the field in their approach to policing communities. Lancashire Constabulary has received national recognition for its commitment to providing a high quality service to residents in the county. The Constabulary has become one of only two police forces in the country to have achieved the Government’s Customer Service Excellence Award. http://www.lancashire.police.uk/ about-us

What our Customers are saying
“You can’t underestimate the risks associated with centralising a Police contact centre environment, in a normal business, downtime is part of life. In our world, downtime could mean the end of a life.”

Read more testimonials >
  • Cristina Marshall

  • Lancashire Constabulary