1. ManagingtheShifttoDigitalandOnline Reporting CommissionerIanStewartAPM QueenslandPoliceService 2nd AnnualPoliceTechnologyForum Canberra March2014 @CoPStewart

2. ManagingtheShifttoDigitalandOnline Reporting ThisPresentation: PAST:TraditionalMultiChannel approaches Reportingcrimehappeningnow(triplezero) Reportingcrimewhichhasjusthappened(131444) NOW:TherapidlyemergingdigitalorOmni channel approach NEXT:DevelopingtrueOmnichannelcapability usingSocialMedia TowardsPredictivePolicing Usingsocialmedia

3. ManagingtheShifttoDigitalandOnline Reporting 1.PAST:TraditionalMultiChannel Approaches: OOO/Stations/localcommunicationcentresforthings happeningnow Dependencies: Localbusinesshours Resourcing;and Rigidboundariesandorganisationalstructures TripleZerogradesofservicelargelydependentonlocal demand Limitedloadsharingacrossresourcesorboundaries

4. ManagingtheShifttoDigitalandOnline Reporting 1.PAST:TraditionalMultiChannel ApproachestoContact Management: Limitations: Potentialinconsistencyinclientserviceexperienceacrossdifferentlocalities Finite,easilyreachedlimitsincontactchannelcapacity Notexploitingtheefficienciesorpotentialofferedbydigitisation However Thiswasthenormwithinemergencyservicescontactenvironments across Australia Mostagencieshadsystemsinplacegrowingincrementallyoverpreceding decades Constrainedbylimitationsoftechnologyoftheera DIGITALWorldisrevolutionising emergencyservicescontactandaccessibility

5. ManagingtheShifttoDigitalandOnline Reporting 2.NOW:TherapidlyemergingdigitalorOmnichannel" approach: Demandandtaskmanagement: Dedicatedvirtualtriplezeronetworks NetworkedCAD Enablesloadsharingacrossnetworkdeliveringconsistentlyhighergradesof serviceandtimeliness PossibleincorporationofSMS,MMSandvideointoNextGen TripleZero Dedicatednonurgentcontactchannels(Policelink 131444) Consistency:available24/7toanyone,anywhere,anydevice UseofCustomerRelationshipManagement,scriptingandcallrouting Connectivitywithdispatch(radio)networks Contactrecording,accountabilityandevidentiaryintegrity Leveragingeconomiesofscaleandvalueequation Centralisationofnonurgentcontactmanagementdeliversimprovedfrontline capacity,flexibilityandefficiency

6. ManagingtheShifttoDigitalandOnline Reporting 2.NOW:Therapidlyemergingdigitalor"Omnichannel"approach: Anoverallbetterclientserviceexperience Telephony nonurgentfullservicecrimereportingbyphone(131444) scalability:immediateescalation(warmhandstransfer)forurgent mattersthroughtoCommunicationCentres referralofothermattersforresponseasrequired(frontlineresponse, specialist/SOCetc) realtimecomplaint/clientserviceissueresolution geographicallybased,prioritisedcalltakingfromdisasteraffectedareas SMScontactchannelforhearingimpaired OnlinereportingfromdesktoporApp(growingat7%permonth) Nowaittimes Immediateacknowledgementandtraceability

7. ManagingtheShifttoDigitalandOnline Reporting 2.NOW:Therapidlyemergingdigitalor"Omnichannel"approach: App basedcontact(iOS,Android,WindowsandBlackberry): Telephony onlinecrimereporting videoandphotosuspiciousactivityreporting linkstoblogs,socialmedia,andneighbourhoodwatch onlinecrimemapping "trackmycrime" Industryspecificonlinereporting(developedinconsultation): fareevasionsfortaxiindustry fueldriveoffs Workingtowardsoptionalkioskbasedcontactpointswithonline crimereportingsupportedbyrealtime"onlinechat"

8. ManagingtheShifttoDigitalandOnline Reporting 3.NEXT:TowardstrueOmnichannel contactthrough SocialMedia: QPSFacebook2010 2013: Jan2014:432,500Jan2011 Jan2013

9. ManagingtheShifttoDigitalandOnline Reporting 3.NEXT:TowardstrueOmnichannel contactthrough SocialMedia: Emergingcontactchannelswillleverageoffanalreadyonlinepolice connectedcommunity(Facebook,Twitter,Youtube,Instagram andBlogs) ExistingQPSsocialmediafootprint 432,500likes FrequentlyhigherreadershipthantheBrisbaneCourierMail(printedition) Establishedpoliceuseofsocialmedia: Usedlargelyforrealtime,massaudience,outwardmessaging(particularlyduring majorevents,disasters,childabductionalerts,mediareleases) MostifnotallAust&NZpoliceusesocialmediainthisway QPSledwayduringJanuary2011andAustraliaDay2013floodevents Importantly,oncepeopleconnectwithQPSduringsucheventsTheynever leavebutinsteadremainconnected,communicatingandinterested

10. Readby558,336people Readby820,224people CourierMail: MFCirculation167172,Readership692,000 (http://www.newscorpaustralia.com/brand/couriermail)

11. ManagingtheShifttoDigitalandOnline Reporting 3.NEXT:TowardstrueOmnichannel contactthrough SocialMedia: Useofsocialmediaasaprimarynonurgentand potentiallyurgentcontactchannel deliberate/intendedcontact(callsforserviceviasocialmedia) E.G.hey@QPSmedia theresafourcarcrashontheM1Southboundat Rochedale unintendedcontact(predictingandidentifyingdemandBEFOREit isintentionallynotifiedtous) Tweetingorpostingaboutthingsastheyhappenbutbeforepolice havebeentold

12. ManagingtheShifttoDigitalandOnline Reporting 3. NEXT:TowardstrueOmnichannel contactthrough SocialMedia: CaseStudy Monday8March2013 BrisbaneCityQueenStreetMall InternationalWomen'sDay Agitatedmanwithhandguninmallarea 11.13a.m. firsttriplezerocall 1121a.m. firsttweetsreanemergingdangeroussituation 11.33a.m. firstonlinemediareports CSIROWordCloud8March2013

13. Monday8March2013:1121a.m.

14. Monday8March2013:11.21am

15. Tweetsbetween11.21and11.25a.m

16. 08/03/2013:Phototweetedat1128hoursof incidentfromofficewindow

17. ManagingtheShifttoDigitalandOnline Reporting 3.NEXT:TowardstrueOmnichannel contactthrough SocialMedia: Useofsophisticatedsocialmediaanalyticssoftware taxonomybasedrealtimesearchingofbroader'twittersphere', blogsandothersocialmediasites realtimescanningofofficialQPSFacebookandTwittersites Towardsanewparadigmof"predictive"policingwhich complementstraditionalreactiveandproactive approaches

18. ManagingtheShifttoDigitalandOnline Reporting 3. InternalUseofSocialMedia: YAMMERisanenterprisesocialnetworkservice(similartoFacebook) QPSconductedamobilitypilotbetween1Oct2013 31Jan2014 Thisincluded450+frontlineOfficersfromacrossthestate Traditionalengagementmethods(email/workshops)werenoteffectiveforAgile development YAMMERwasusedtoallowofficerstoproviderealtimefeedbackandsharetheir experiences24/7 BENEFITS Secure Private,invitedmembersonlygroup(@police.qld.gov.au) Familiar Easytousesocialnetworksite,similartoFacebook Realtimefeedback providedMobilityteamwithimmediatefeedback,provided supportandbasisfordirectionofpilot PeertoPeer enabledpilotuserstoassisteachotherandshareexperiences, ideasand suggestions Summaries ConversationsaresummarisedtoQPSemailandcommentscanbe emaileddirectlytoYAMMERfromtheQPSemail.

19. ManagingtheShifttoDigitalandOnline Reporting RealtimeOperationalFeedbackfromthefrontline

20. ManagingtheShifttoDigitalandOnline Reporting

21. ManagingtheShifttoDigitalandOnline Reporting TheOmniChannelofthefuture: Anywhere,anytime,anydevice NextGenTripleZero SMSandMMSandvideo 131444nonurgentcontact Onlinereporting MultipleSocialMediachannels CallsforService(intendedandunintended) Blogging Outwardmessaging Communityinteractionandconnectedness AllBlendedviatabletandsmartphoneApps InternalenterpriseSocialMediasolutions(Yammer)

22. ManagingtheShifttoDigitalandOnline Reporting Questions? @CoPStewart