Sepura has entered into its third contract renewal with North Yorkshire Police (NYP). It has now integrated its TETRA radios with NYP’s existing Netcall telephony and messaging services, allowing calls from the public to be routed through to individual officers.
The aim is to maximum the efficiency of officers responding to non-emergency incoming calls from the public. NYP's main objective is to ensure the public – especially victims of crime who may need an additional level of reassurance – receive the quality of service they should expect from their local police force.
For example, when an officer is pursuing a line of enquiry, pertinent facts often occur to a witness after the officer has departed. In one such instance a member of public called the new automated switchboard to report new evidence and, with the help of speech recognition technology, NYP was able to route the call directly to the hand-held TETRA radio of the officer they had met while they were still in the neighbourhood. Being able to report the new evidence directly to their personal case officer, the victim of crime received a personal service.
‘This innovative approach improves our service to the public, and ultimately builds their confidence in the fact that their police services are responsive and accessible,’ said Superintendent Glyn Payne,
operational lead in the TETRA radio implementation project.
‘And on top of that, our officers' job satisfaction is greatly enhanced – they are able to spend more time on patrol and less time going back and forth to their station. Such an innovative system could contribute to making mobile phones redundant further with considerable time and cost-saving implications,’ added Payne.
The initiative is described as a step-change in communications efficiencies, delivering a continuous platform for the radios to connect to the main telephone system, thereby providing a simple way to contact officers whilst they're still on the beat.
Officers can be traced and reached more easily, offering more transparent central control and greater public accessibility. But as no officer can be available all the time, when driving or dealing with another case, via ring back, they will receive an automated message to the TETRA radio from the Netcall Voicemail service. As a failsafe, to ensure the public get the quality of service they need, any unanswered queries are automatically escalated within the system after 24 hours.
‘This automatic integration between Netcall mobility technology and Sepura TETRA radios offers a complementary solution to seamless communications for North Yorkshire Police. This initiative provides intelligent call handling so that the police can serve their public across multiple channels,’ said Joakim Hult, Senior Account Manager for Netcall.