Transcript of Commissioner Ian Stewart
- 1. ManagingtheShifttoDigitalandOnline Reporting
CommissionerIanStewartAPM QueenslandPoliceService 2nd
AnnualPoliceTechnologyForum Canberra March2014 @CoPStewart
- 2. ManagingtheShifttoDigitalandOnline Reporting
ThisPresentation: PAST:TraditionalMultiChannel approaches
Reportingcrimehappeningnow(triplezero)
Reportingcrimewhichhasjusthappened(131444)
NOW:TherapidlyemergingdigitalorOmni channel approach
NEXT:DevelopingtrueOmnichannelcapability usingSocialMedia
TowardsPredictivePolicing Usingsocialmedia
- 3. ManagingtheShifttoDigitalandOnline Reporting
1.PAST:TraditionalMultiChannel Approaches:
OOO/Stations/localcommunicationcentresforthings happeningnow
Dependencies: Localbusinesshours Resourcing;and
Rigidboundariesandorganisationalstructures
TripleZerogradesofservicelargelydependentonlocal demand
Limitedloadsharingacrossresourcesorboundaries
- 4. ManagingtheShifttoDigitalandOnline Reporting
1.PAST:TraditionalMultiChannel ApproachestoContact Management:
Limitations:
Potentialinconsistencyinclientserviceexperienceacrossdifferentlocalities
Finite,easilyreachedlimitsincontactchannelcapacity
Notexploitingtheefficienciesorpotentialofferedbydigitisation
However Thiswasthenormwithinemergencyservicescontactenvironments
across Australia
Mostagencieshadsystemsinplacegrowingincrementallyoverpreceding
decades Constrainedbylimitationsoftechnologyoftheera
DIGITALWorldisrevolutionising
emergencyservicescontactandaccessibility
- 5. ManagingtheShifttoDigitalandOnline Reporting
2.NOW:TherapidlyemergingdigitalorOmnichannel" approach:
Demandandtaskmanagement: Dedicatedvirtualtriplezeronetworks
NetworkedCAD
Enablesloadsharingacrossnetworkdeliveringconsistentlyhighergradesof
serviceandtimeliness
PossibleincorporationofSMS,MMSandvideointoNextGen TripleZero
Dedicatednonurgentcontactchannels(Policelink 131444)
Consistency:available24/7toanyone,anywhere,anydevice
UseofCustomerRelationshipManagement,scriptingandcallrouting
Connectivitywithdispatch(radio)networks
Contactrecording,accountabilityandevidentiaryintegrity
Leveragingeconomiesofscaleandvalueequation
Centralisationofnonurgentcontactmanagementdeliversimprovedfrontline
capacity,flexibilityandefficiency
- 6. ManagingtheShifttoDigitalandOnline Reporting
2.NOW:Therapidlyemergingdigitalor"Omnichannel"approach:
Anoverallbetterclientserviceexperience Telephony
nonurgentfullservicecrimereportingbyphone(131444)
scalability:immediateescalation(warmhandstransfer)forurgent
mattersthroughtoCommunicationCentres
referralofothermattersforresponseasrequired(frontlineresponse,
specialist/SOCetc) realtimecomplaint/clientserviceissueresolution
geographicallybased,prioritisedcalltakingfromdisasteraffectedareas
SMScontactchannelforhearingimpaired
OnlinereportingfromdesktoporApp(growingat7%permonth) Nowaittimes
Immediateacknowledgementandtraceability
- 7. ManagingtheShifttoDigitalandOnline Reporting
2.NOW:Therapidlyemergingdigitalor"Omnichannel"approach: App
basedcontact(iOS,Android,WindowsandBlackberry): Telephony
onlinecrimereporting videoandphotosuspiciousactivityreporting
linkstoblogs,socialmedia,andneighbourhoodwatch onlinecrimemapping
"trackmycrime"
Industryspecificonlinereporting(developedinconsultation):
fareevasionsfortaxiindustry fueldriveoffs
Workingtowardsoptionalkioskbasedcontactpointswithonline
crimereportingsupportedbyrealtime"onlinechat"
- 8. ManagingtheShifttoDigitalandOnline Reporting
3.NEXT:TowardstrueOmnichannel contactthrough SocialMedia:
QPSFacebook2010 2013: Jan2014:432,500Jan2011 Jan2013
- 9. ManagingtheShifttoDigitalandOnline Reporting
3.NEXT:TowardstrueOmnichannel contactthrough SocialMedia:
Emergingcontactchannelswillleverageoffanalreadyonlinepolice
connectedcommunity(Facebook,Twitter,Youtube,Instagram andBlogs)
ExistingQPSsocialmediafootprint 432,500likes
FrequentlyhigherreadershipthantheBrisbaneCourierMail(printedition)
Establishedpoliceuseofsocialmedia:
Usedlargelyforrealtime,massaudience,outwardmessaging(particularlyduring
majorevents,disasters,childabductionalerts,mediareleases)
MostifnotallAust&NZpoliceusesocialmediainthisway
QPSledwayduringJanuary2011andAustraliaDay2013floodevents
Importantly,oncepeopleconnectwithQPSduringsucheventsTheynever
leavebutinsteadremainconnected,communicatingandinterested
- 10. Readby558,336people Readby820,224people CourierMail:
MFCirculation167172,Readership692,000
(http://www.newscorpaustralia.com/brand/couriermail)
- 11. ManagingtheShifttoDigitalandOnline Reporting
3.NEXT:TowardstrueOmnichannel contactthrough SocialMedia:
Useofsocialmediaasaprimarynonurgentand
potentiallyurgentcontactchannel
deliberate/intendedcontact(callsforserviceviasocialmedia)
E.G.hey@QPSmedia theresafourcarcrashontheM1Southboundat Rochedale
unintendedcontact(predictingandidentifyingdemandBEFOREit
isintentionallynotifiedtous)
Tweetingorpostingaboutthingsastheyhappenbutbeforepolice
havebeentold
- 12. ManagingtheShifttoDigitalandOnline Reporting 3.
NEXT:TowardstrueOmnichannel contactthrough SocialMedia: CaseStudy
Monday8March2013 BrisbaneCityQueenStreetMall
InternationalWomen'sDay Agitatedmanwithhandguninmallarea 11.13a.m.
firsttriplezerocall 1121a.m.
firsttweetsreanemergingdangeroussituation 11.33a.m.
firstonlinemediareports CSIROWordCloud8March2013
- 13. Monday8March2013:1121a.m.
- 14. Monday8March2013:11.21am
- 15. Tweetsbetween11.21and11.25a.m
- 16. 08/03/2013:Phototweetedat1128hoursof
incidentfromofficewindow
- 17. ManagingtheShifttoDigitalandOnline Reporting
3.NEXT:TowardstrueOmnichannel contactthrough SocialMedia:
Useofsophisticatedsocialmediaanalyticssoftware
taxonomybasedrealtimesearchingofbroader'twittersphere',
blogsandothersocialmediasites
realtimescanningofofficialQPSFacebookandTwittersites
Towardsanewparadigmof"predictive"policingwhich
complementstraditionalreactiveandproactive approaches
- 18. ManagingtheShifttoDigitalandOnline Reporting 3.
InternalUseofSocialMedia:
YAMMERisanenterprisesocialnetworkservice(similartoFacebook)
QPSconductedamobilitypilotbetween1Oct2013 31Jan2014
Thisincluded450+frontlineOfficersfromacrossthestate
Traditionalengagementmethods(email/workshops)werenoteffectiveforAgile
development
YAMMERwasusedtoallowofficerstoproviderealtimefeedbackandsharetheir
experiences24/7 BENEFITS Secure
Private,invitedmembersonlygroup(@police.qld.gov.au) Familiar
Easytousesocialnetworksite,similartoFacebook Realtimefeedback
providedMobilityteamwithimmediatefeedback,provided
supportandbasisfordirectionofpilot PeertoPeer
enabledpilotuserstoassisteachotherandshareexperiences, ideasand
suggestions Summaries
ConversationsaresummarisedtoQPSemailandcommentscanbe
emaileddirectlytoYAMMERfromtheQPSemail.
- 19. ManagingtheShifttoDigitalandOnline Reporting
RealtimeOperationalFeedbackfromthefrontline
- 20. ManagingtheShifttoDigitalandOnline Reporting
- 21. ManagingtheShifttoDigitalandOnline Reporting
TheOmniChannelofthefuture: Anywhere,anytime,anydevice
NextGenTripleZero SMSandMMSandvideo 131444nonurgentcontact
Onlinereporting MultipleSocialMediachannels
CallsforService(intendedandunintended) Blogging Outwardmessaging
Communityinteractionandconnectedness
AllBlendedviatabletandsmartphoneApps
InternalenterpriseSocialMediasolutions(Yammer)
- 22. ManagingtheShifttoDigitalandOnline Reporting Questions?
@CoPStewart