Queensland’s Policelink Wins KANA Award for Customer Contact Centre Experience Innovation

PRESS RELEASE: KANA® Software, A Verint® Company announced that Policelink—a division of the Queensland Police Service—has been presented with its “Channel Shift Champion” award, recognising customer engagement impact the organisation achieved by introducing new digital customer service channels. The KANA Enterprise customer service solution, used by organizations globally to help transform their customer engagement initiatives, was deployed to transform the Policelink contact centre into a multichannel contact centre environment with an option for the public to report incidents online.

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

The customer awards program recognised several organisations for their success in implementing its solutions. Nominations were evaluated by a panel of KANA executives and industry analysts focused on customer engagement, including Omer Minkara, research director, Aberdeen Group; Jeremy Cox, principal analyst, Ovum; and Esteban Kolsky, principal and founder, ThinkJar Research. When awarding Policelink Channel Shift Champion, judges also cited Queensland Police Service’s exemplary approach to change management as worthy of commendation.

Policelink was introduced in 2010 to assist with delivering 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 Policelink client service officers who can assist with non-urgent matters. This allows officers more time to perform operational duties, improving frontline response times.

Inspector Michael Volk, Queensland Police Service, says, “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. 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.”

Online Services Expand Citizen Services, Aid Reporting Accuracy and Generate Operational Savings

The multichannel functionality featured in KANA Enterprise has also freed up approximately 55,000 contact centre hours each year, enabling Policelink to reinvest those savings back into the operation to support digital contact growth and social media monitoring and enhance telephony services. These advancements have helped support the organisation’s service commitment to respond to 80 percent of calls within 20 seconds, even as public call volumes have increased by 25,000 per month. Overall savings for Queensland from KANA supported activity is AU $18 million per year.

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 major 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 which required significant effort to correct. With the solution, Queensland Police has achieved 99 percent accuracy.

In addition, the offering facilitates operational management of 18 online services for public use, including fare evasion, lost property, fuel drive off, willful damage and graffiti, crime tracker, stolen property lists, suspicious activity, register your ride, noise/party complaint and a client service survey.

Policelink now receives 10,000 online interactions through its online service channel monthly. The system also handles 3,000 general emails each month. Further, a mobile application has 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. As of September 2014, there were 60,000 downloads of the mobile app across Apple, Android and Windows platforms.

“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, 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.”