Commissioner Ian Stewart

Managing the Shift to Digital and Online Reporting

Commissioner Ian Stewart APM Queensland Police Service

2nd

Annual Police Technology Forum Canberra

March 2014

@CoPStewart


This Presentation:•

PAST: Traditional “Multi Channel”

approaches

–

Reporting crime happening now (triple zero)–

Reporting crime which has just happened (131444)

•

NOW: The rapidly emerging digital or “Omni channel”

approach

•

NEXT: Developing true Omni channel capability using Social Media

–

Towards Predictive Policing–

Using social media


1. PAST: Traditional “Multi Channel”

Approaches:–

OOO / Stations / local communication centres for things

“happening now”–

Dependencies: •

Local business hours

•

Resourcing; and •

Rigid boundaries and organisational structures

–

Triple Zero grades of service largely dependent on local demand

–

Limited load sharing across resources or boundaries


1. PAST: Traditional “Multi Channel”

Approaches to Contact Management:

Limitations: •

Potential inconsistency in client service experience across different localities

•

Finite, easily reached limits in contact channel capacity

•

Not exploiting the efficiencies or potential offered by digitisation

However‐•

This was the norm within emergency services contact environments

across

Australia•

Most agencies had systems in place growing incrementally over preceding

decades•

Constrained by limitations of technology of the era

•

DIGITAL World is revolutionising

emergency services contact and accessibility


2. NOW: The rapidly emerging digital or “Omni channel" approach:

Demand and task management:

•

Dedicated virtual triple zero networks

•

Networked CAD

•

Enables load sharing across network delivering consistently higher grades of

service and timeliness•

Possible incorporation of SMS, MMS and video into ‘Next Gen’

Triple Zero

•

Dedicated non‐urgent contact channels (Policelink ‐

131444)

–

Consistency: available 24/7 to anyone, anywhere, any device

–

Use of Customer Relationship Management, scripting and call routing

–

Connectivity with dispatch (radio) networks

–

Contact recording, accountability and evidentiary integrity

–

Leveraging economies of scale and value equation

•

Centralisation of non urgent contact management delivers improved frontline

capacity, flexibility and efficiency


2. NOW: The rapidly emerging digital or "Omni channel" approach:An overall better client service experience

•

Telephony –

non‐urgent full service crime reporting by phone (131444)

–

scalability: immediate escalation (warm hands transfer) for urgent

matters through to Communication Centres–

referral of other matters for response as required (frontline response,

specialist/SOC etc)–

real time complaint/client service issue resolution

–

geographically‐based, prioritised call taking from disaster affected areas

•

SMS contact channel for hearing impaired

•

Online reporting from desktop or App (growing at 7% per month)–

No wait times

–

Immediate acknowledgement and traceability


2. NOW: The rapidly emerging digital or "Omni channel" approach:

•

‘App’

based contact (iOS, Android, Windows and Blackberry): –

Telephony

–

online crime reporting

–

video and photo suspicious activity reporting

–

links to blogs, social media, and neighbourhood watch

–

online crime mapping

–

"track my crime"

•

Industry specific on‐line reporting (developed in consultation):–

fare evasions for taxi industry

–

fuel drive offs

•

Working towards optional kiosk‐based contact points with online crime reporting supported by real time "online chat"


3. NEXT: Towards true “Omni channel”

contact through Social Media:

•

QPS Facebook 2010 ‐

2013:

Jan 2014: 432,500Jan 2011

Jan 2013




•

Emerging contact channels will leverage off an already online police ‐

connected community (Facebook, Twitter, Youtube, Instagram

and Blogs)

•

Existing QPS social media footprint ‐

432,500 “likes”

•

Frequently higher readership than the Brisbane Courier Mail (print edition)

•

Established police use of social media: –

Used largely for real time, mass audience, outward messaging (particularly during

major events, disasters, child abduction alerts, media releases)

–

Most if not all Aust & NZ police use social media in this way

•

QPS led way during January 2011 and Australia Day 2013 flood events

•

Importantly, once people connect with QPS during such events They never

leave but instead remain connected, communicating and interested

Read by 558,336 people Read by 820,224 people

Courier Mail:

M‐F Circulation 167172, Readership 692,000

(http://www.newscorpaustralia.com/brand/courier‐mail)




•

Use of social media as a primary non urgent and potentially urgent contact channel

–

deliberate/intended contact (calls for service via social media)•

E.G. “hey @QPSmedia

there’s a four car crash on the M1 Southbound at

Rochedale”

–

unintended contact (predicting and identifying demand BEFORE it is intentionally notified to us)

•

Tweeting or posting about things as they happen but before police

have been told


3.

NEXT: Towards true “Omni channel”


Case Study – Monday 8 March 2013•

Brisbane City Queen Street Mall

•

International Women's Day

•

Agitated man with handgun in mall area–

11.13 a.m. ‐

first triple zero call

–

1121 a.m. ‐ first tweets re an emerging dangerous situation

–

11.33 a.m. ‐ first online media reports

•

CSIRO Word Cloud 8 March 2013

Presenter

Presentation Notes

Note, short 30 second video screen capture from CSIRO ESA social media monitoring product will be embedded in this slide

Monday 8 March 2013: 1121 a.m.

Monday 8 March 2013: 11.21 am

Tweets between 11.21 and 11.25 a.m

08/03/2013: Photo tweeted at 1128 hours of incident from office window




•

Use of sophisticated social media analytics software –

taxonomy‐based real time searching of broader 'twittersphere',

blogs and other social media sites –

real time scanning of official QPS Facebook and Twitter sites

•

Towards a new paradigm of "predictive" policing which complements traditional reactive and proactive

approaches


3.

Internal Use of Social Media:•

YAMMER is an enterprise social network service (similar to Facebook)•

QPS conducted a mobility pilot between 1 Oct 2013 – 31 Jan 2014•

This included 450+ front‐line Officers from across the state•

Traditional engagement methods (email/workshops) were not effective for Agile

development•

YAMMER was used to allow officers to provide real time feedback and share their

experiences 24/7

BENEFITS •

Secure –

Private, invited members only group (@police.qld.gov.au)•

Familiar – Easy to use social network site, similar to Facebook•

Real time feedback – provided Mobility team with immediate feedback, provided

support and basis for direction of pilot•

Peer to Peer – enabled pilot users to assist each other and share experiences,

ideas and

suggestions•

Summaries – Conversations are summarised to QPS email and comments can be

emailed directly to YAMMER from the QPS email.


Real time Operational Feedback from the frontline


The Omni Channel of the future: •

Anywhere, anytime, any device

•

Next Gen Triple Zero •

SMS and MMS and video

•

131444 non urgent contact•

Online reporting

•

Multiple Social Media channels–

Calls for Service (intended and unintended)

–

Blogging–

Outward messaging

–

Community interaction and connectedness

•

All Blended via tablet and smart phone App’s•

Internal enterprise Social Media solutions (Yammer)


Questions?

@CoPStewart

Commissioner Ian Stewart

Technology

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