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NPIP – Proposed Pilot for 2009October 2008 Briefing Paper
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
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
TO REGISTER INTEREST IN FOLLOWING THE PROGRESS OF THE PROPOSED PILOT PLEASE EMAIL [email protected]
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
TO REGISTER INTEREST IN FOLLOWING THE PROGRESS OF THE PROPOSED PILOT PLEASE EMAIL [email protected]
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
TO REGISTER INTEREST IN FOLLOWING THE PROGRESS OF THE PROPOSED PILOT PLEASE EMAIL [email protected]
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
TO REGISTER INTEREST IN FOLLOWING THE PROGRESS OF THE PROPOSED PILOT PLEASE EMAIL [email protected]
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
TO REGISTER INTEREST IN FOLLOWING THE PROGRESS OF THE PROPOSED PILOT PLEASE EMAIL [email protected]
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