Bedfordshire Police, Cambridgeshire and Hertfordshire Constabularies (BCH)
What was the goal?
- To develop a new digital platform to encourage channel shift from telephony to digital contact across the police forces; Bedfordshire Police, Cambridgeshire Constabulary and Hertfordshire Constabulary (BCH).
- To achieve a channel shift target of 5% by November 2017 across BCH (set in January 2016.)
What was delivered?
- 3 new websites for BCH on a singular instance of a CMS (Contensis) launched to schedule and to budget in Q4 2017.
What did I do?
- Built 3 mobile first websites ensuring that the website remained scalable on multiple devices.
- Focused on the self-service elements to allow the forces to capitalise on their channel shift targets.
- Introduced and developed the force’s first digital services, web chat, web forms for reporting and applying for a host of services.
- Implemented an interactive accessibility tool.
- Introduced “one-touch” web forms designed with a mobile first approach for speedy self-service.
- Integrated with Police.UK database and Google API to bring together crime statistics and localised information to users.
- Created and shared numerous documentation for continuity of high service levels including: a digital contingency plan, a digital content strategy, a force brand guideline paper and a publication scheme.
What were the results?
- Winner of the 2018 Granicus award for “Best achievement in Digital.”
Award presenter, Dave Worsell said: “The final award, which is the Digital Achievement Award, is our capstone award for the day. This one was really difficult to judge, which lots of different entries were covering a really wide variety of different projects.
“This one we liked because it had really good results, as I said earlier on; we have got away from the vanity metrics and this is actually about doing things and achieving things with the projects that you’re working on.
“This one exceeded objectives, it had a really great implementation, again a complex project, it achieved all of the aims. Some of the other judges said it was a really great project and executed very, very well. It was the right way to tackle a website redesign, which we all know is complex. The winner of this award is Cambridgeshire Constabulary.”
- The website was nominated for the 2018 UK Public Sector website of the year award in June 2018.
- The project was completed to schedule and to budget in Q4 2017.
- Created a 5% channel shift of telephony to digital contact in the financial year of 2016-17.
- In the four months post website launch (Nov 2017/Feb 18) compared to the four months prior (July 2017/Oct 17) there was an 18% reduction in telephony contact across the three forces amassing an estimated joint saving of £542,616.
- Comparing the four months post website launch (Nov 2017/Feb 18) with the same four month period the year prior (Nov 2016/Feb 17) there was a 10% reduction in telephony contact across the three forces amassing an estimated joint saving of £289,312.
- The introduction of digital services directly contributed to a saving for the three forces of £193,016 in the calendar year of 2016-17 due to an annual 2% reduction in telephony contact.
- Since launch out of the 2,856 respondents to a voluntary survey, 88% users said they would use online services again and 97% users said that they were able to complete their tasks online successfully.
- Digital service usage grew by 1,127% between Q1 2016 and Q1 2018.
- The forces were approached for national policing accolades to levels of service.
- Out of the 1,386 users who said that they previously use the telephone to contact the police 1,317 (95%) said they would use the website next time.
- All analytics captured factually correct as at March 17th 2018.