National Police Interpreting Project Improving service delivery and driving value

1. National Police Interpreting ProjectImproving service delivery and driving value Briefing paper on proposed live Pilot for telephone based interpreting service suitable for modern Policing requirementsA proposed shared service for UK Police Forces Steve Blake for Fujitsu Services - PLEASE TREAT AS COMMERCIAL IN CONFIDENCE

2. National Police Interpreting ProjectTo 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 pleasecontact steve.blake@uk.fujitsu.comor telephone 07867 828 575

3. IntroductionIt 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 21st 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 non-committal basis – and to assist with the developing capability of a proposed nationwide service.

4. Project history since January 2008Clear evidence of financial pressures on Police budgetsEarly discussion with three Police Forces in January 2008 identified tangible fiscal and specific operational pressuresResearch into supply and demand highlighted weaknesses in current offeringsA Police orientated solution offering was outlined, then refined with sponsorsEngagement with telephony and interpreting supply companies; election to progress with Prestige Network and BTPilot proposed for Spring 2009Ongoing project progress monitoring from UK Police Forces

5. Early Findings from research undertaken1. Demand for interpreters for foreign nationals residing or working in UK has increased exponentially since 20032. 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 difficult5. Calls not recorded and no possible re-use value6. Calls take too long using a help desk as routing point

6. What is NOT fit for purpose? – Existing TelephonyCommercial language lines operate mainly in private sector, agents have no training or familiarisation with Police proceduresPolice 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 callTime taken is 2 to 3 times longer for the most basic proceduresNo validation can be made against conversations held

7. Making telephone interpreting fit for purposeFujitsu leading project with two key partnersPrestige Network: established suppliers to Police and to MoJSupplying a supply of appropriately trained interpreters covering over 100 languages on a 24/7 basis to UK Police BT: Public Sector Services DevelopmentProviding secure agent handling and virtual call centre technology, call recording.Fujitsu Services:Project management and delivery, secure data storage and retrieval

8. Proposed NPIP offeringTelephone based interpreting service, suitable for mobile, landline and conference callingUtilises existing best of breed technologiesBuilt on Police requirements, developed with UK PoliceUses highly experienced partnersDelivers value for moneyEquips Police with fit for purpose solution

9. What is fit for purpose? – NPIPAllInterpreters receive vetting, accreditation and trainingPolice use telephone keypad to select direct, faster access to interpreterDirect connection between agent and Officer All calls recorded and fully retrievableCalls available as playback on demandCalls available as written transcription on demand All of UK and 100 languages / 24 x 7 x 365Automated billing and business management reporting

10. Proposed NPIP Pilot in Cambridgeshire - 200924 hour coverageSeven days a weekSix weeks durationCovering core languagesPeterborough BCU has been selected as appropriate pilot host

11. How it Works - Call request process (Police Officer) on dutyFrom mobile or landline ‘phone, dials one simple numberOutgoing 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.

12. Monitoring and closing a callThe 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 connectionRequest audio file routing elsewhereRequest transcription of conversation against SLA

13. Retrieving a stored call recordingThrough 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 locationAudio file is requested for transcription

14. Call information capturedCaller’s detailsInterpreter’s detailsCall time start / end / durationLanguage requestedCall contentReport generationCost centre allocationResource utilisationExportable data

15. The Proposed Call Service – background activity for interpreters delivering NPIPHow the interpreter links to NPIPPre-security checked, trained interpreting agent:• Dials into NPIP virtual Contact Centre• Keys in PIN to establish credibility and availability• Secure entry• Closes the callThe 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.

16. Next steps – wider Project – Autumn 2008Establishing 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 2008ACPO Conference November 2008 MoJ presentation November 2008

17. Next steps – with stakeholders - Autumn 2008Develop 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 stakeholdersAgreement of timetable for pilot launch Spring 2009

18. Solution development – Autumn 2008 / Spring 2009 Set up Pilot infrastructureInstall (remote) call recording, ISDN, data centreConfiguration of solution and link to CJ ExchangeTraining of Interpreters (Already recruited)Introduction of service requirements for user groupsIssue of guidance cards for user groupsPeterborough BCU engagement with users

19. Spring 2009Launch pilot, with continuous monitoring and reporting Pilot reviewAnalysis of performance achievementAnalysis of SLA attainmentFace to face feedback from Users and User GroupsRefinement as appropriate between stakeholdersEstablish scale of expansion requiredRelease to marketplace

20. National Police Interpreting ProjectTo 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 pleasecontact steve.blake@uk.fujitsu.comor telephone 07867 828 575