Systems

The latest state of the art telephony and information technology has been installed in the G4S offices. This allows direct transfer of custody calls to duty Forensic Medical Examiner wherever they are at any time. Call handlers are local to each patch; their local knowledge allows an efficient response to any situation. All data and records are recorded instantaneously and stored securely on the central database.

The technology used integrates a modern IP telephone system from Avaya with Microsoft Customer Relationship Manager. This enables call managers to quickly identify the custody calling and match the call to all the data held on behalf of the custody or specific detainee whether this is previous telephone calls, fax, email or correspondence.

The Microsoft CRM solution enables each detainee's details to be logged and provides smooth data retrieval for fast recall of information for criminal justice purposes.

The selection of our systems was based on the requirement for easy data access and the ability for our call managers to work remotely where necessary. Our suppliers have proven capability in this area which has enabled G4S to have a contact centre that is the envy of many larger companies.

"The system is core to the input and retrieval of custody care information which is the engine of our information systems" said General Manager, Gary Green. "This has largely been down to the innovative way we have integrated our systems to provide police with detailed information on the service we provide including response times and breakdown of request types by custody."