Gloucestershire Constabulary were looking to improve customer satisfaction with their response to non-emergency calls and at the same time reduce the costs associated with supporting this provision. The Constabulary hoped its call centre staff would be able to resolve as many non-urgent enquiries as possible at first contact. To allow the call handlers to devote more effort to incident resolution, within the same overall staff headcount, Atkins was asked to provide lean systems and business change expertise.
Atkins’ specialist consultants worked jointly with the Constabulary to identify existing workflow and processes, including waste, validate the initial findings and create a benefit register, investigate potential solutions, document a feasibility study report, agree targets and eventually prepare a robust business case and project execution and implementation plan. The Atkins team worked with the Constabulary to deliver the contact centre study within the agreed timescales.