From 43rd to 1st, how did they do it?
Improving the displays has improved performance, morale and engagement.
“We’re proud to say we’ve gone from being ranked 43rd to number 1 Police force at answering 999 calls. Recently receiving an award for Large Contact Centre Award.”
Highlighting the daily challenges
Post COVID has been one of the most challenging periods our control room has ever faced, from staffing pressures to adapting to a new operational environment where remote work simply wasn’t possible. We went through a tough 12 month recruitment drive, supported temporarily by officers from other divisions. Through resilience, innovation and the right support, we’ve emerged stronger. We’re proud to say we’ve gone from being ranked 43rd to number 1 Police force at answering 999 calls. Recently receiving an award for Large Contact Centre Award. Demand was high and visibility of key metrics and data for call handlers to see was poor. Our previous approach to sharing metrics had lost all effectiveness and it needed a complete refresh to reengage the focus.
Discussing the changes that will make the biggest impact
A key part in our journey was working with Optymyse. After engaging with the team at Optymyse, together, we mapped out exactly what our call handlers and supervisors needed to see, rethinking not just what we displayed, but how and where we displayed it. The design process was smooth and collaborative. Sarah from the Optymyse team was instrumental in helping us create a display that boosted morale.
Our new environment
We now have agile licences, meaning our team can view live display data directly from their desktops, whether in the control room or working elsewhere. Optymyse is so integral to how we operate that it loads automatically the moment any desktop is logged into.
We designed key messages, wellbeing, external news (sky news) and key performance metrics to all be displayed in a user friendly but maintain corporate branding and standards.
Prior to rollout, we ran three separate display tests and adjusted content based on team feedback a process made easy by the flexibility of the platform and the responsiveness of the Optymyse team.
Even though the core KPIs haven’t changed, our team now truly engages with the wallboards and that has absolutely contributed to our improvement in performance and morale.
What does the future hold
We are looking forward to the next stage of our growth with Optymyse, which is just around the corner. With the latest features soon to be rolled out, the journey isn’t over.
We’re excited to see what’s next for our control room and the continued service we provide to the public.
