Hexagon Safety & Infrastructure Helps North Wales Police Identify Vulnerable Callers
North Wales Police has successfully implemented Hexagon Safety & Infrastructure’s Known Callers contact management module as part of its Intergraph Computer-Aided Dispatch (I/CAD) incident management system.
The new module helps North Wales Police satisfy a crucial requirement of providing the ability to identify repeat and vulnerable callers at the point of contact.
Addressing caller vulnerabilities is a key requirement for North Wales Police and other forces throughout the UK, a need cited by Her Majesty’s Inspectorate of Constabulary (HMIC), which independently assesses police forces in England and Wales on how effectively they protect vulnerable people from harm and support victims. The solution also aids police force safety by automatically alerting operators to any potential risk of dispatching officers to premises where legally held firearms may be present. The new module builds upon North Wales Police’s existing I/CAD system from Hexagon, a suite of industry-leading incident management software that features complete, integrated capabilities for call handling and dispatching, field communications and more.
The new Hexagon solution improves the collection of information from the caller through a configurable workflow that supports the principle of “collect once, use many times”. It uses a specialised rules engine that supports structured dialogue and helps avoid double entry of information. It also automates the search of data already held by the force, reducing the time spent by the communications operator on basic checking of intelligence. This consistent approach provides more effective support to those in greatest need of the police’s protection and support.
Paul Shea, North Wales Police Control Room Manager, said, “Hexagon has provided North Wales Police with a solution which assists communications operators to identify caller’s vulnerabilities at the point of contact, while also providing a comprehensive history of calls. Following work by the Hexagon team to meet our organisations’ specific needs at the point of call, the solution has far exceeded our initial expectations.”
Ian Holmes, Public Safety and Security Sales Manager, Hexagon Safety & Infrastructure, said, “Hexagon is pleased to assist North Wales Police by improving call-handling performance as identified by HMIC. Building from our long-term commitment and relationship, we will continue to work in partnership together for a safer North Wales.”
Picture: Courtesey of Terry Kearney under Creative Commons Licence
