Background:

Technology consultancy Tisski was 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, it enables West Mercia’s Victim Advice Line to efficiently deliver high levels of support, guidance and care.

The system integrates with key crime databases and provides 3rd 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 Police 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 3rd party providers of support to quickly tailor and implement their own cloud-based victim support platform.

 

Matthew Chester, Head of Victim Services at West Mercia Police

 
“Feedback from victims demonstrated the need for a single point of entry, quick updates on their case, and greater ownership of their journey.

“We’ve made best use of technology to deliver this priority initiative quickly, cost effectively and with minimal operational or financial risk.

“Tisski’s innovative configuration of Microsoft Dynamics 365 will ensure we can maintain a high quality, professional and compassionate service whilst minimising the overhead on valuable operational resources.

“Their understanding, technical capabilities and service levels have been extremely impressive throughout the implementation. We now have a flexible strategic platform that can respond to feedback and change so we meet the needs of victims now and in the future.”

 

Anna Assassa, CEO at Tisski:

 
“Microsoft Dynamics 365’s cloud capabilities removes the complexity, functional limitations, high costs and redundancy issues associated with legacy on-premise infrastructure.”

“Victim Assist provides the basis for a cost-effective integrated digital platform which can be deployed quickly and deliver significant gains in terms of administrative efficiency, governance and service quality.”

 

About Tisski

Tisski is one of the UK’s leading Microsoft Partners and Cloud Solutions Providers of award-winning Microsoft Dynamics CRM & ERP software.  

Established in 2011, Tisski now has over 60 employees and has implemented major projects for organisations in the public sector including the Health and Safety Executive (HSE) and Department for Education (DfE).

It provides a full range of professional services, from requirements gathering to bespoke development, training and ongoing project support.