Implementing the Victim Advice Line for West Mercia Police

Background

Technology consultancy, Tisski, were awarded a five-figure project for West Mercia Police, which covers Worcestershire, Herefordshire and Shropshire, to transform how it delivers support to around 16,000 victims of crime per year.

It was asked to develop an integrated digital case management and communications platform for a new in-house victim service, the Victim Advice Line.

Outcome

Based on Microsoft Dynamics 365’s Customer Relationship Management (CRM) software, the solution enables West Mercia to efficiently deliver high levels of support, guidance and care.

The system integrates with key crime databases and provides third party agencies with role-specific access to relevant areas of the secure portal. A robust set of governance tools ensures critical processes are followed, quality measures are tracked, and statutory reporting requirements met.

Tisski’s contract with West Mercia will also see the business support the maintenance and continuous improvement of the CRM system, VISION, ensuring that it remains responsive to citizen feedback and changes to processes, best practice or regulations.

Key benefits

The system is designed to keep stakeholders connected and informed throughout the criminal justice process by providing a single, real-time view over victims and their care plans.

This includes a secure portal where victims can easily access status updates, key information, guidance and engage with the service using their preferred communication channels.

For employees, it features streamlined workflows, automation, task allocation and customised dashboards to ensure services are delivered in a timely, efficient and consistent way.

Learnings from the project have also helped shape VictimAssist, a pre-configured Microsoft Dynamics 365 solution developed by Tisski. The system will enable other police forces and third party providers of support to quickly tailor and implement their own cloud-based victim support platform.