NPIP – Proposed Pilot for 2009 October 2008 Briefing Paper National Police Interpreting Project Improving service delivery and driving value Briefing paper on proposed live Pilot for telephone based interpreting service suitable for modern Policing requirements A proposed shared service for UK Police Forces Steve Blake for Fujitsu Services - PLEASE TREAT AS COMMERCIAL IN CONFIDENCE NPIP@uk. fujitsu. com © Fujitsu Services 2008 PROPOSED PILOT PROJECT BRIEFING PAPER 1 st October 2008 TO REGISTER INTEREST IN FOLLOWING THE PROGRESS OF THE PROPOSED PILOT PLEASE EMAIL NPIP@UK. FUJITSU. COM 1
NPIP – Proposed Pilot for 2009 October 2008 Briefing Paper National Police Interpreting Project To register interest in following the progress of this proposed pilot, designed to drive value for money and improve Police service delivery, please send an email to NPIP@uk. fujitsu. com with contact details. It is envisaged that all pilot updates will be delivered by email. For a MSWord version of this briefing, any further specific enquiries or further information please contact steve. blake@uk. fujitsu. com or telephone 07867 828 575 NPIP@uk. fujitsu. com © Fujitsu Services 2008 PROPOSED PILOT PROJECT BRIEFING PAPER 1 st October 2008 TO REGISTER INTEREST IN FOLLOWING THE PROGRESS OF THE PROPOSED PILOT PLEASE EMAIL NPIP@UK. FUJITSU. COM 2
NPIP – Proposed Pilot for 2009 October 2008 Briefing Paper Introduction It is clearly acknowledged that currently available telephone interpreting services for Police are not of a standard for effective and reliable Police service delivery. It is also clear that the costs associated with provision of interpreters are in areas spiralling and overall do not offer value for money. The National Police Interpreting Project (NPIP) has the highest ambition to address these issues in a professional approach, adding value to services and raising the bar exponentially against current standards. Fujitsu are engaged with Cambridgeshire Police for the proposed delivery of a NPIP pilot in the Spring of 2009, testing for a national solution suitable for 21 st century policing. This paper is to provide a current overview and to seek observers for the proposed pilot from Police Forces and interested parties, on a noncommittal basis – and to assist with the developing capability of a proposed nationwide service. NPIP@uk. fujitsu. com © Fujitsu Services 2008 PROPOSED PILOT PROJECT BRIEFING PAPER 1 st October 2008 TO REGISTER INTEREST IN FOLLOWING THE PROGRESS OF THE PROPOSED PILOT PLEASE EMAIL NPIP@UK. FUJITSU. COM 3
NPIP – Proposed Pilot for 2009 October 2008 Briefing Paper Project history since January 2008 Clear evidence of financial pressures on Police budgets Early discussion with three Police Forces in January 2008 identified tangible fiscal and specific operational pressures Research into supply and demand highlighted weaknesses in current offerings A Police orientated solution offering was outlined, then refined with sponsors Engagement with telephony and interpreting supply companies; election to progress with Prestige Network and BT Pilot proposed for Spring 2009 Ongoing project progress monitoring from UK Police Forces NPIP@uk. fujitsu. com © Fujitsu Services 2008 PROPOSED PILOT PROJECT BRIEFING PAPER 1 st October 2008 TO REGISTER INTEREST IN FOLLOWING THE PROGRESS OF THE PROPOSED PILOT PLEASE EMAIL NPIP@UK. FUJITSU. COM 4
NPIP – Proposed Pilot for 2009 October 2008 Briefing Paper Early Findings from research undertaken 1. Demand for interpreters foreign nationals residing or working in UK has increased exponentially since 2003 2. Despite increased outward migration of foreign nationals, demand is set to continue until at least 2017 with third and fourth waves of expected 2009 – 2017. Current trend is for equal numbers of new arrivals as leavers. This maintains the demand for language services at a constant level. 3. Increase in Police spending on interpreters up at least 64% 4. Costs are uncontrolled, audit trails are difficult 5. Calls not recorded and no possible re-use value 6. Calls take too long using a help desk as routing point NPIP@uk. fujitsu. com © Fujitsu Services 2008 PROPOSED PILOT PROJECT BRIEFING PAPER 1 st October 2008 TO REGISTER INTEREST IN FOLLOWING THE PROGRESS OF THE PROPOSED PILOT PLEASE EMAIL NPIP@UK. FUJITSU. COM 5
NPIP – Proposed Pilot for 2009 October 2008 Briefing Paper What is NOT fit for purpose? – Existing Telephony Commercial language lines operate mainly in private sector, agents have no training or familiarisation with Police procedures Police requests being routed through manual helpdesks, wasting valuable minutes waiting for connection. Not best use of Officer’s time nor Force resource. Calls have to be manually transcribed at time of call Time taken is 2 to 3 times longer for the most basic procedures No validation can be made against conversations held NPIP@uk. fujitsu. com © Fujitsu Services 2008 PROPOSED PILOT PROJECT BRIEFING PAPER 1 st October 2008 TO REGISTER INTEREST IN FOLLOWING THE PROGRESS OF THE PROPOSED PILOT PLEASE EMAIL NPIP@UK. FUJITSU. COM 6
NPIP – Proposed Pilot for 2009 October 2008 Briefing Paper Making telephone interpreting fit for purpose Fujitsu leading project with two key partners Prestige Network: established suppliers to Police and to Mo. J Supplying a supply of appropriately trained interpreters covering over 100 languages on a 24/7 basis to UK Police BT: Public Sector Services Development Providing secure agent handling and virtual call centre technology, call recording. Fujitsu Services: Project management and delivery, secure data storage and retrieval NPIP@uk. fujitsu. com © Fujitsu Services 2008 PROPOSED PILOT PROJECT BRIEFING PAPER 1 st October 2008 TO REGISTER INTEREST IN FOLLOWING THE PROGRESS OF THE PROPOSED PILOT PLEASE EMAIL NPIP@UK. FUJITSU. COM 7
NPIP – Proposed Pilot for 2009 October 2008 Briefing Paper Proposed NPIP offering Telephone based interpreting service, suitable for mobile, landline and conference calling Utilises existing best of breed technologies Built on Police requirements, developed with UK Police Uses highly experienced partners Delivers value for money Equips Police with fit for purpose solution NPIP@uk. fujitsu. com © Fujitsu Services 2008 PROPOSED PILOT PROJECT BRIEFING PAPER 1 st October 2008 TO REGISTER INTEREST IN FOLLOWING THE PROGRESS OF THE PROPOSED PILOT PLEASE EMAIL NPIP@UK. FUJITSU. COM 8
NPIP – Proposed Pilot for 2009 October 2008 Briefing Paper What is fit for purpose? – NPIP All Interpreters receive vetting, accreditation and training Police use telephone keypad to select direct, faster access to interpreter Direct connection between agent and Officer All calls recorded and fully retrievable Calls available as playback on demand Calls available as written transcription on demand All of UK and 100 languages / 24 x 7 x 365 Automated billing and business management reporting NPIP@uk. fujitsu. com © Fujitsu Services 2008 PROPOSED PILOT PROJECT BRIEFING PAPER 1 st October 2008 TO REGISTER INTEREST IN FOLLOWING THE PROGRESS OF THE PROPOSED PILOT PLEASE EMAIL NPIP@UK. FUJITSU. COM 9
NPIP – Proposed Pilot for 2009 October 2008 Briefing Paper Proposed NPIP Pilot in Cambridgeshire - 2009 24 hour coverage Seven days a week Six weeks duration Covering core languages Peterborough BCU has been selected as appropriate pilot host NPIP@uk. fujitsu. com © Fujitsu Services 2008 PROPOSED PILOT PROJECT BRIEFING PAPER 1 st October 2008 TO REGISTER INTEREST IN FOLLOWING THE PROGRESS OF THE PROPOSED PILOT PLEASE EMAIL NPIP@UK. FUJITSU. COM 10
NPIP – Proposed Pilot for 2009 October 2008 Briefing Paper How it Works - Call request process (Police Officer) on duty From mobile or landline ‘phone, dials one simple number Outgoing telephone number of the Officer/Civilian Worker is captured automatically, and triggers a log. Language required: Officer follows short voice prompts and keys single digit number to request, eg “press 1 For Polish”. Caller is connected straightaway with first available agent with the language skills for the caller’s requirements. When connected to an agent: call data captured for agent and Officer’s telephone numbers, stamped with date and time, plus the PIN number of the agent; with option to key in Officer’s identifying number. NPIP@uk. fujitsu. com © Fujitsu Services 2008 PROPOSED PILOT PROJECT BRIEFING PAPER 1 st October 2008 TO REGISTER INTEREST IN FOLLOWING THE PROGRESS OF THE PROPOSED PILOT PLEASE EMAIL NPIP@UK. FUJITSU. COM 11
NPIP – Proposed Pilot for 2009 October 2008 Briefing Paper Monitoring and closing a call The recording of the call commences automatically. To close the call, either hang up – or Officer keys a request for further action. Options under consideration are: Send audio file to device used for connection Request audio file routing elsewhere Request transcription of conversation against SLA NPIP@uk. fujitsu. com © Fujitsu Services 2008 PROPOSED PILOT PROJECT BRIEFING PAPER 1 st October 2008 TO REGISTER INTEREST IN FOLLOWING THE PROGRESS OF THE PROPOSED PILOT PLEASE EMAIL NPIP@UK. FUJITSU. COM 12
NPIP – Proposed Pilot for 2009 October 2008 Briefing Paper Retrieving a stored call recording Through proposed use of the Criminal Justice Exchange (CJX) currently utilised by Justice community. CJX provides accredited, secure access from any UK Police Force direct to their stored call recordings. Appointed individual / unit access database of call recordings against known search criteria (Officer / Civilian Worker / originating number / time and date etc) Audio file is downloaded to designated location Audio file is requested for transcription NPIP@uk. fujitsu. com © Fujitsu Services 2008 PROPOSED PILOT PROJECT BRIEFING PAPER 1 st October 2008 TO REGISTER INTEREST IN FOLLOWING THE PROGRESS OF THE PROPOSED PILOT PLEASE EMAIL NPIP@UK. FUJITSU. COM 13
NPIP – Proposed Pilot for 2009 October 2008 Briefing Paper Call information captured Caller’s details Interpreter’s details Call time start / end / duration Language requested Call content Report generation Cost centre allocation Resource utilisation Exportable data NPIP@uk. fujitsu. com © Fujitsu Services 2008 PROPOSED PILOT PROJECT BRIEFING PAPER 1 st October 2008 TO REGISTER INTEREST IN FOLLOWING THE PROGRESS OF THE PROPOSED PILOT PLEASE EMAIL NPIP@UK. FUJITSU. COM 14
NPIP – Proposed Pilot for 2009 October 2008 Briefing Paper The Proposed Call Service – background activity for interpreters delivering NPIP How the interpreter links to NPIP Pre-security checked, trained interpreting agent: • • Dials into NPIP virtual Contact Centre Keys in PIN to establish credibility and availability Secure entry Closes the call The system recognises the language capability of the PIN holder, adds the individual interpreter to the telephony “hunt group” – a ready pool of available interpreters. Any subsequent call requiring the exact matching language skill is patched straight through from the Officer to the interpreter. NPIP@uk. fujitsu. com © Fujitsu Services 2008 PROPOSED PILOT PROJECT BRIEFING PAPER 1 st October 2008 TO REGISTER INTEREST IN FOLLOWING THE PROGRESS OF THE PROPOSED PILOT PLEASE EMAIL NPIP@UK. FUJITSU. COM 15
NPIP – Proposed Pilot for 2009 October 2008 Briefing Paper Next steps – wider Project – Autumn 2008 Establishing a “Pilot Observers Group”, taking representatives for each Police Force and other interested parties to monitor pilot progress. The proposed NPIP pilot will be trailed at: OCJR presentation September 2008 ACPO Conference November 2008 Mo. J presentation November 2008 NPIP@uk. fujitsu. com © Fujitsu Services 2008 PROPOSED PILOT PROJECT BRIEFING PAPER 1 st October 2008 TO REGISTER INTEREST IN FOLLOWING THE PROGRESS OF THE PROPOSED PILOT PLEASE EMAIL NPIP@UK. FUJITSU. COM 16
NPIP – Proposed Pilot for 2009 October 2008 Briefing Paper Next steps – with stakeholders - Autumn 2008 Develop solution design, tailored to meet operational requirements and procedural standards Ensure compliance to standards of record keeping, admissibility of recordings, all due diligence plus Data Protection and FOI Present solution to stakeholders Agreement of timetable for pilot launch Spring 2009 NPIP@uk. fujitsu. com © Fujitsu Services 2008 PROPOSED PILOT PROJECT BRIEFING PAPER 1 st October 2008 TO REGISTER INTEREST IN FOLLOWING THE PROGRESS OF THE PROPOSED PILOT PLEASE EMAIL NPIP@UK. FUJITSU. COM 17
NPIP – Proposed Pilot for 2009 October 2008 Briefing Paper Solution development – Autumn 2008 / Spring 2009 Set up Pilot infrastructure Install (remote) call recording, ISDN, data centre Configuration of solution and link to CJ Exchange Training of Interpreters (Already recruited) Introduction of service requirements for user groups Issue of guidance cards for user groups Peterborough BCU engagement with users NPIP@uk. fujitsu. com © Fujitsu Services 2008 PROPOSED PILOT PROJECT BRIEFING PAPER 1 st October 2008 TO REGISTER INTEREST IN FOLLOWING THE PROGRESS OF THE PROPOSED PILOT PLEASE EMAIL NPIP@UK. FUJITSU. COM 18
NPIP – Proposed Pilot for 2009 October 2008 Briefing Paper Spring 2009 Launch pilot, with continuous monitoring and reporting Pilot review Analysis of performance achievement Analysis of SLA attainment Face to face feedback from Users and User Groups Refinement as appropriate between stakeholders Establish scale of expansion required Release to marketplace NPIP@uk. fujitsu. com © Fujitsu Services 2008 PROPOSED PILOT PROJECT BRIEFING PAPER 1 st October 2008 TO REGISTER INTEREST IN FOLLOWING THE PROGRESS OF THE PROPOSED PILOT PLEASE EMAIL NPIP@UK. FUJITSU. COM 19
NPIP – Proposed Pilot for 2009 October 2008 Briefing Paper National Police Interpreting Project To register interest in following the progress of this proposed pilot, designed to drive value for money and improve Police service delivery, please send an email to NPIP@uk. fujitsu. com with contact details. It is envisaged that all pilot updates will be delivered by email. For a MSWord version of this briefing, any further specific enquiries or further information please contact steve. blake@uk. fujitsu. com or telephone 07867 828 575 NPIP@uk. fujitsu. com © Fujitsu Services 2008 PROPOSED PILOT PROJECT BRIEFING PAPER 1 st October 2008 TO REGISTER INTEREST IN FOLLOWING THE PROGRESS OF THE PROPOSED PILOT PLEASE EMAIL NPIP@UK. FUJITSU. COM 20
Fujitsu Confidential © Fujitsu Services 2007 21 Justice and Northern Ireland Briefing Session Fujitsu Confidential
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