Improving Public Access and First Contact Strategic Outline Case

Reference code: 
PCD 148
Date signed: 
10 March 2017
Authorisation name: 
Sophie Linden, Deputy Mayor, Policing and Crime

Executive summary

The objective of the Improving Public Access and First Contact programme is to change the customer journey making the end to end experience better. The programme aims to put victims, witnesses and the public at the heart of the MPS’s programme of transformation, by redesigning the customer experience of accessing policing services, whilst making the best use of digital, and thus meeting the public expectations of what good services should look like.


The DMPC is asked to:
1.    Approve funding of £3.486m (£2.991m capital and £495k revenue) to develop the Strategic Outline Business Case for Improving Public Access and First Contact Programme. Specifically:
a. To develop the Outline Business Cases (OBCs) to support key element of the Programme    (£857k)
b. Proof of Concept (PoC) exercise to test key programme assumptions and support the  development of the OBCs (£951k)
c. The delivery of new services to the public (£1.678m)    

Non-confidential facts and advice to the Deputy Mayor for Policing and Crime (DMPC)

1.    Introduction and background

1.1.    The Public Access Strategy aims to bring the MPS services to the public into the digital age.  It highlights the use of both digital and social channels to encourage greater access to the MPS’s services by the public. The use of digital media will make services more customer focused and meet their expectations of being able to use digital media.

1.2.    The proposal aims to put the MPS on a level footing with other organisations that interface with the public. In particular, to provide customer centred services that allow contact through various mediums, which will improve customer satisfaction, victim focus and enable greater effectiveness and efficiency across the MPS.

1.3.    The Programme is a key enabler for the One Met Model by widening access (especially through improved online and digital channels) to members of the public who may have previously not been able or willing to interact with the MPS and a better user experience for those members of the public who already interact.

2.    Issues for consideration

2.1.    These are discussed in the Part 2. 

3.    Financial Comments

3.1.    The capital cost of £2.991m will be funded from the current capital plan. The revenue costs will be funded from the Major Change fund.

3.2.    The original total investment for the Programme as stated in the Strategic Outline Programme was £20m - £25m. This has now increased to £35m as the scope and budget allocated to the redesign of Front Counters is now part of this Programme.

3.3.    Further detail is discussed in the Part 2.

4.    Legal Comments

4.1.    There are no legal implications arising from this report. 

5.    Equality Comments

5.1.    All existing channels (e.g face-to-face, telephone) will remain available to members of the public as well as new digital channels providing additional choice. No one should be disadvantaged by the proposal. Those who use digital channels (internet/social media) will be able to control the interface (screen size/font etc.) subject to which device/platform they are using.  

6.    Background/supporting papers

6.1.    None.

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