Further detail

MCE STRATEGIC OBJECTIVES
The MCE Programme will make Police Scotland’s services more accessible, relevant, and responsive to public need and increase public confidence and consent through:

• Enhancing public accessibility through development of multiple channels of communication and engagement.
• Facilitating all communities being able to engage with Police Scotland with services tailored to individual need.
• Enhancing the early identification of vulnerability and ensuring effective and sustainable Policing response and resolution.
• Maximising partnership working to ensure the public can access the most appropriate services at the earliest opportunity.

CURRENT MCE STRUCTURE.

DIAGRAM

PROGRAMME UPDATE

All projects within the program are intrinsically interconnected, with numerous dependencies across each project required to facilitate the realisation of their respective outcomes and objectives. Recent discussions have commenced regarding how each of the projects under the MCE umbrella can further enhance and expedite their contributions to facilitate opportunities, efficiencies, and organisational benefits. Notably, the Public Digital Contact space emerges as a pivotal avenue for achieving this.

CONTACT AND ENGAGEMENT RESOLUTION PROJECT (CERP)

C3 Training

Following an extensive and engaging training needs assessment of C3, a TNA paper was presented and agreed. In consultation with C3 the project team have planned and are now delivering a full day’s training to all 1700 C3 staff which will last until April 2024. The initial training sessions have been well received and the outcomes will have a positive impact on the quality of THRIVE assessments and processes within C3.

Proportionate Response to Crime

A paper on a proportionate response to crime investigation was agreed and a pilot in A Division commenced on 28 August 2023. The pilot offers the opportunity for officers to focus on those crime investigations with the greatest threat, risk, and harm. The project team will be closely assessing this pilot and are working alongside Corporate Communications to ensure the communication messages are concise and that the objectives of the pilot are understood.

UNIFIED COMMUNICATIONS AND CONTACT PLATFORM (UCCP PROJECT)

Webex

A key focus of the UCCP project has been the implementation of the Cisco Call Manager, Webex, which is planned to replace Microsoft Teams as the principal online contact channel for the Force. Webex, a comprehensive web conferencing, communication, and collaboration platform, empowers users to facilitate online meetings, video conferencing, webinars, and screen sharing.

Having successfully completed an external IT Health Check for the system, the team awaits any identified issues for remediation. The Webex pilot for the ICT Service Desk is scheduled for 16th November, with System Acceptance Testing (SAT) planned from 13th September. Subsequent rollout across the organisation will be accompanied by a comprehensive communication strategy.

C3 Service Centre

Recent efforts have been concentrated on four specific areas within C3, predating the implementation of C3 voice (999/101). These focus areas encompass:

• Contact Us
• Storm link
• SMS Diary
• Calibrio Workforce Management System

The project team is prioritising these areas to expedite some work, while continuing close collaboration with C3 to facilitate any opportunities identified.

Replacement of the Customer Relationship Manager (CRM)

The Invitation to Tender (ITT) process for the replacement of the existing Customer Relationship Management (CRM) system concludes on 1st September. Once the evaluation period has completed, a Change Request (CR) will be submitted through governance. The timely delivery of C3 voice is contingent upon the successful deployment of the new CRM system, highlighting the team's vigorous efforts to achieve this objective.

NATIONAL INTEGRATED COMMUNICATIONS CONTROL SYSTEMS (NICCS PROJECT)

In response to some identified system faults, a change request (CR005) is currently undergoing governance review, seeking an extension of the project timeline until August 2024. The NICCS project is currently lagging by four weeks due to resource limitations and the imperative to conduct end-to-end testing.

The team's efforts encompass close engagement with C3 Senior Management Team (SMT) to ensure effective testing and refresher training, thereby ensuring a seamless implementation. Multiple options, including aid memoirs, simulators, refresher training, floor walkers, and team champions, are being considered to support delivery and mitigate skill fade.

PUBLIC DIGITAL CONTACT

The MCE and Service Design (SD) teams have been extensively engaged in enhancing public digital contact as a pivotal facilitator and opportunity for the organisation. The prioritisation of digital services and new contact options aligns with the broader strategies of the Force.

Since March 2022, workshops and events have been diligently executed with the aim of:

• Harnessing the benefits of digital channels and the Unified Communications and Contact Platform (UCCP)
• Channelling demand toward appropriate services at the initial point of contact
• Minimising failure demand
• Providing citizens with a choice of communication channels to align with strategic ambitions.
• Unlocking efficiencies across C3, LP, and the broader organisation
• Enabling C3 to dedicate more time to high-risk incidents and vulnerability.
• Nurturing and sustaining confidence in policing

The process involves delineating the current Police Scotland contact model and developing blueprints to comprehend existing challenges before embarking on the solutions phase. The team is in the early stages of the governance process, marked by a draft Project Plan Appraisal (PPA).

NEXT GENERATION COMMAND AND CONTROL

Soon, the MCE team will collaborate extensively with Digital Division and C3 to begin the work on replacing our current Command and Control system. This will be an extremely complex and extensive project which will overlap into all areas of the organisation. In 2022 the first full day workshop was held to understand the challenges ahead and these should not be underestimated. Work has started on this, and progress will be reported in through governance.

HORIZON COPTEC – ACADEMIC RESEARCH

Through the MCE program, Police Scotland has forged a partnership with Napier University and a consortium of European academic and law enforcement entities led by Professor Liz Aston (Director of SIPR). This collaboration seeks funding from the European Horizon fund to initiate research centred around Community Policing and public confidence in the context of the use of technology. Evident synergies exist between this research and initiatives within the MCE program and the broader organisation. A successful bid would position Police Scotland as a key contributor to a research endeavour spanning approximately three years.