npip – proposed pilot for 2009 october 2008 briefing paper [email protected] © fujitsu services...
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NPIP – Proposed Pilot for 2009October 2008 Briefing Paper
[email protected] © Fujitsu Services 2008 PROPOSED PILOT PROJECT BRIEFING PAPER 1 st October 2008 1
TO REGISTER INTEREST IN FOLLOWING THE PROGRESS OF THE PROPOSED PILOT PLEASE EMAIL [email protected]
National Police Interpreting Project
Improving service delivery and driving valueBriefing paper on proposed live Pilot for telephone based interpreting service suitable for modern Policing requirements
A proposed shared service for UK Police Forces
Steve Blake for Fujitsu Services - PLEASE TREAT AS COMMERCIAL IN CONFIDENCE
NPIP – Proposed Pilot for 2009October 2008 Briefing Paper
[email protected] © Fujitsu Services 2008 PROPOSED PILOT PROJECT BRIEFING PAPER 1 st October 2008 2
TO REGISTER INTEREST IN FOLLOWING THE PROGRESS OF THE PROPOSED PILOT PLEASE EMAIL [email protected]
National Police Interpreting Project
To register interest in following the progress of this proposed pilot, designed
to drive value for money and improve Police service delivery, please send an
email to [email protected] with contact details. It is envisaged that all
pilot updates will be delivered by email.
For a MSWord version of this briefing, any further
specific enquiries or further information pleasecontact [email protected]
or telephone 07867 828 575
NPIP – Proposed Pilot for 2009October 2008 Briefing Paper
[email protected] © Fujitsu Services 2008 PROPOSED PILOT PROJECT BRIEFING PAPER 1 st October 2008 3
TO REGISTER INTEREST IN FOLLOWING THE PROGRESS OF THE PROPOSED PILOT PLEASE EMAIL [email protected]
Introduction
It is clearly acknowledged that currently available telephone interpreting services for Police are not of a standard for effective and reliable Police service delivery. It is also clear that the costs associated with provision of interpreters are in areas spiralling and overall do not offer value for money.
The National Police Interpreting Project (NPIP) has the highest ambition to address these issues in a professional approach, adding value to services and raising the bar exponentially against current standards. Fujitsu are engaged with Cambridgeshire Police for the proposed delivery of a NPIP pilot in the Spring of 2009, testing for a national solution suitable for 21st century policing.
This paper is to provide a current overview and to seek observers for the proposed pilot from Police Forces and interested parties, on a non-committal basis – and to assist with the developing capability of a proposed nationwide service.
NPIP – Proposed Pilot for 2009October 2008 Briefing Paper
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Project history since January 2008
Clear evidence of financial pressures on Police budgets
Early discussion with three Police Forces in January 2008 identified tangible fiscal and specific operational pressures
Research into supply and demand highlighted weaknesses in current offerings
A Police orientated solution offering was outlined, then refined with sponsors
Engagement with telephony and interpreting supply companies; election to progress with Prestige Network and BT
Pilot proposed for Spring 2009
Ongoing project progress monitoring from UK Police Forces
NPIP – Proposed Pilot for 2009October 2008 Briefing Paper
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Early Findings from research undertaken
1. Demand for interpreters for foreign nationals residing or working in UK has increased exponentially since 2003
2. Despite increased outward migration of foreign nationals, demand is set to continue until at least 2017 with third and fourth waves of expected 2009 – 2017. Current trend is for equal numbers of new arrivals as leavers. This maintains the demand for language services at a constant level.
3. Increase in Police spending on interpreters up at least 64%
4. Costs are uncontrolled, audit trails are difficult
5. Calls not recorded and no possible re-use value
6. Calls take too long using a help desk as routing point
NPIP – Proposed Pilot for 2009October 2008 Briefing Paper
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What is NOT fit for purpose? – Existing Telephony
Commercial language lines operate mainly in private sector, agents have no training or familiarisation with Police procedures
Police requests being routed through manual helpdesks, wasting valuable minutes waiting for connection.
Not best use of Officer’s time nor Force resource. Calls have to be manually transcribed at time of call
Time taken is 2 to 3 times longer for the most basic procedures
No validation can be made against conversations held
NPIP – Proposed Pilot for 2009October 2008 Briefing Paper
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Making telephone interpreting fit for purpose
Fujitsu leading project with two key partners
Prestige Network: established suppliers to Police and to MoJSupplying a supply of appropriately trained interpreters covering over 100 languages on a 24/7 basis to UK Police
BT: Public Sector Services DevelopmentProviding secure agent handling and virtual call centre technology, call recording.
Fujitsu Services: Project management and delivery, secure data storage and retrieval
NPIP – Proposed Pilot for 2009October 2008 Briefing Paper
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Proposed NPIP offering
Telephone based interpreting service, suitable for mobile, landline and conference calling
Utilises existing best of breed technologies
Built on Police requirements, developed with UK Police
Uses highly experienced partners
Delivers value for money
Equips Police with fit for purpose solution
NPIP – Proposed Pilot for 2009October 2008 Briefing Paper
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What is fit for purpose? – NPIP
All Interpreters receive vetting, accreditation and training
Police use telephone keypad to select direct, faster access to interpreter
Direct connection between agent and Officer
All calls recorded and fully retrievable
Calls available as playback on demand
Calls available as written transcription on demand
All of UK and 100 languages / 24 x 7 x 365
Automated billing and business management reporting
NPIP – Proposed Pilot for 2009October 2008 Briefing Paper
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Proposed NPIP Pilot in Cambridgeshire - 2009
24 hour coverage
Seven days a week
Six weeks duration
Covering core languages
Peterborough BCU has been selected as appropriate pilot host
NPIP – Proposed Pilot for 2009October 2008 Briefing Paper
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How it Works - Call request process (Police Officer) on duty
From mobile or landline ‘phone, dials one simple number
Outgoing telephone number of the Officer/Civilian Worker is captured automatically, and triggers a log.
Language required: Officer follows short voice prompts and keys single digit number to request, eg “press 1 For Polish”.
Caller is connected straightaway with first available agent with the language skills for the caller’s requirements.
When connected to an agent: call data captured for agent and Officer’s telephone numbers, stamped with date and time, plus the PIN number of the agent; with option to key in Officer’s identifying number.
NPIP – Proposed Pilot for 2009October 2008 Briefing Paper
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Monitoring and closing a call
The recording of the call commences automatically.
To close the call, either hang up – or Officer keys a request for further action.
Options under consideration are:
Send audio file to device used for connection
Request audio file routing elsewhere
Request transcription of conversation against SLA
NPIP – Proposed Pilot for 2009October 2008 Briefing Paper
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Retrieving a stored call recording
Through proposed use of the Criminal Justice Exchange (CJX) currently utilised by Justice community.
CJX provides accredited, secure access from any UK Police Force direct to their stored call recordings.
Appointed individual / unit access database of call recordings against known search criteria (Officer / Civilian Worker / originating number / time and date etc)
Audio file is downloaded to designated location
Audio file is requested for transcription
NPIP – Proposed Pilot for 2009October 2008 Briefing Paper
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Call information captured
Caller’s details
Interpreter’s details
Call time start / end / duration
Language requested
Call content
Report generation
Cost centre allocation
Resource utilisation
Exportable data
NPIP – Proposed Pilot for 2009October 2008 Briefing Paper
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The Proposed Call Service – background activity for interpreters delivering NPIP
How the interpreter links to NPIP
Pre-security checked, trained interpreting agent:
• Dials into NPIP virtual Contact Centre• Keys in PIN to establish credibility and availability• Secure entry• Closes the call
The system recognises the language capability of the PIN holder, adds the individual interpreter to the telephony “hunt group” – a ready pool of available interpreters.
Any subsequent call requiring the exact matching language skill is patched straight through from the Officer to the interpreter.
NPIP – Proposed Pilot for 2009October 2008 Briefing Paper
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Next steps – wider Project – Autumn 2008
Establishing a “Pilot Observers Group”, taking representatives for each Police Force and other interested parties to monitor pilot progress.
The proposed NPIP pilot will be trailed at:
OCJR presentation September 2008
ACPO Conference November 2008
MoJ presentation November 2008
NPIP – Proposed Pilot for 2009October 2008 Briefing Paper
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Next steps – with stakeholders - Autumn 2008
Develop solution design, tailored to meet operational requirements and procedural standards
Ensure compliance to standards of record keeping, admissibility of recordings, all due diligence plus Data Protection and FOI
Present solution to stakeholders
Agreement of timetable for pilot launch Spring 2009
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Solution development – Autumn 2008 / Spring 2009
Set up Pilot infrastructure
Install (remote) call recording, ISDN, data centre
Configuration of solution and link to CJ Exchange
Training of Interpreters (Already recruited)
Introduction of service requirements for user groups
Issue of guidance cards for user groups
Peterborough BCU engagement with users
NPIP – Proposed Pilot for 2009October 2008 Briefing Paper
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Spring 2009 Launch pilot, with continuous monitoring and reporting
Pilot review
Analysis of performance achievement
Analysis of SLA attainment
Face to face feedback from Users and User Groups
Refinement as appropriate between stakeholders
Establish scale of expansion required
Release to marketplace
NPIP – Proposed Pilot for 2009October 2008 Briefing Paper
[email protected] © Fujitsu Services 2008 PROPOSED PILOT PROJECT BRIEFING PAPER 1 st October 2008 20
TO REGISTER INTEREST IN FOLLOWING THE PROGRESS OF THE PROPOSED PILOT PLEASE EMAIL [email protected]
National Police Interpreting Project
To register interest in following the progress of this proposed pilot, designed
to drive value for money and improve Police service delivery, please send an
email to [email protected] with contact details. It is envisaged that all
pilot updates will be delivered by email.
For a MSWord version of this briefing, any further
specific enquiries or further information pleasecontact [email protected]
or telephone 07867 828 575