Case Study: Police Service Moves up the Ranks

Policelink has improved its customer engagement by introducing new digital customer service channels from KANA.

KANA Software, acquired by Verint in 2014, has announced that Policelink—a division of the Queensland Police Service—has been presented with its “Channel Shift Champion” award.

This award recognises the customer engagement impact the organisation achieved by introducing new digital customer service channels.

Policelink was introduced in 2010 to assist with delivering a professional and timely service to the state of Queensland. Its contact centre operates 24-hours-a-day, taking 1.1 million calls annually, and enables the community to speak with specifically trained client service officers who can assist with non-urgent matters.

The solution

The KANA Enterprise customer service solution was deployed to change the contact centre into a multichannel contact centre, with an option for the public to report incidents online.

By transitioning telephone services to a multichannel approach, the organisation has improved its operations with capability to handle more than 650,000 online citizen interactions annually.

The multichannel functionality featured has also freed up approximately 55,000 contact centre hours each year, enabling the organisation to reinvest those savings back into the operation to support digital contact growth, social media monitoring and telephony services.

The results

These advancements have helped support the organisation’s service commitment to respond to 80 percent of calls within 20 seconds.

The system also supports officer Police Intranet Reporting (PIR) functionality, which over an 18-month period has resulted in the creation of 90 separate online services that match crime classes for officer use.

This currently covers 90 percent of all crime categories in Queensland and was a contributing factor to improved service delivery, officially recognised by the Queensland Government Renewal Achievement program.

The solution’s PIR functionality allows direct data entry by officers from their desktops and now in the field through a mobility capability. Prior to the implementation of PIR, there were regular data compliance issues. With the solution, Queensland Police has achieved 99 percent accuracy.

The organisation now receives 10,000 online interactions through its online service channel monthly. The system also handles 3,000 general emails each month.

A mobile application has also been launched to support online services, general email, social media links, disaster services, a services locator, crime mapping, and general information enquiries and other government information channels.

“We’ve reached many successful milestones in our contact centre operations over the past 18 months and are proud to be on the bleeding edge of service delivery for government and especially law enforcement,” said Inspector Michael Volk, Queensland Police Service. “Our aim now is to roll out new offerings that deliver innovation in service to both the public constituents and our internal users. At the same time, we are delighted that our transformation in deploying digital-rich applications has been recognised for its ability to successfully drive change and build further trust with the community.”

“Our support of Policelink is testament to our commitment to providing customers with solutions that help drive organisational and technological innovation,” said Brian Donn, APAC General Manager at KANA. “It also recognises the exceptionally talented team that we have built across the Asia-Pacific region to support customer engagement optimisation with industry-leading solutions designed to meet and exceed citizen and customer satisfaction.”

For more information about KANA, visit their website.