Ubertas selected to implement the Workforce Management solution for Lancashire Constabulary

21 March 2011

Lancashire Constabulary has recently appointed Ubertas to implement a new Workforce Management system, which will deliver human resource and financial savings, whilst improving their call handling performance and capability.

Our Solution

Ubertas, in partnership with Hitachi Consulting UK and GMT will be delivering the GMT Planet Workforce Management solution. This solution is widely adopted across the UK Police Service, and continues to be increasingly utilised across the Emergency Services sector.

The initial deployment of solution in 2011 will enable key data to be readily available to aid the work that will be undertaken to improve recruitment, succession planning, training, staff development, and supervision, whilst improving staff productivity and staff information availability though the Planet Employee Time Centre (ETC). This will support a change of culture which focuses very clearly on customers. Also during 2011 significant project work will be undertaken to reduce the Constabulary’s six (6) Communications Centres to a single entity operating from two (2) physical sites (Blackburn & Hutton). A separate site (Preston) will be retained for use as a fallback site. All sites will use the same technology, and incoming calls (999 and non-999 calls) will be presented to the next available operator. The physical move from six (6) sites to two (2) will be phased over 18 months, with GMT Planet providing the underlying data to ensure that the key decisions are based on solid proven information.

“Contact centre workforce management is extremely effective in the Emergency Services environment as demonstrated by the efficiency savings and quality improvements made by our existing police client base. It’s about getting people in the right place at the right time and we have a proven ability to turn this vision into reality.”says John Lacey, Sales Director for Ubertas.

Value

The GMT Planet solution enables customers to utilise demand information such as call volumes in order to predict future demand activity. This information is then used to generate accurate forecasts for day-to-day operations and also to assist in event planning and responding to unforeseen major emergencies. When implemented effectively the solution is proven to accurately match contact centre resourcing to demand in a way that generates tangible business benefits and efficiencies, as well as a strong return on investment.

The correct implementation of any Workforce Management solution is the key to successful adoption, and the springboard from which to maximise a return on investment whether measured financially, or otherwise.

Ubertas brings a combination of police market, application and management expertise to ensure that the solution is implemented effectively and focused on delivering tangible business benefit. Ubertas will be implementing the GMT Planet solution through the first half of 2011.

“Police call handling is changing. We need to save money but we also need to change the way we work. Customers rely on us round the clock, but they want to talk to us using email, web services and through Facebook and YouTube. Knowing how many people we need at each time of the day to handle this new work would be daunting without a really good planning tool. That was one of the main reasons we chose to work with Ubertas and GMT solution”,says Richard Hughes, Corporate Development for Lancashire Constabulary.

About Ubertas

Ubertas is a technology services and business solutions Company focussed on the delivery of the latest proven IT Support & Managed Services and Information Management technologies that enable our clients to increase efficiency, accelerate growth and manage risk.

We tailor our services and solutions to match the specific challenges faced by our customer to add value to their businesses giving them a genuine competitive advantage.

Our people, industry and domain expertise and ability to deliver quality services and business solutions are the cornerstones on which our company is established, and service delivery excellence is at the heart of all we do.

Contact Us

Email: info@ubertas.co.uk

Telephone: +44 (0)161-932-1460

Web: www.ubertas.co.uk

 

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