The provision of force control room transformation technology

Description

The provision of force control room transformation technology. Over the next 3 years, Northamptonshire Police will undertake a technology change programme to enhance public contact and optimise incident management capabilities. This initiative is driven by the need to meet evolving business requirements, deliver an improved experience for citizens and manage current technology lifecycles. Following an internal review, the Force has identified key capabilities necessary to strengthen citizen engagement, optimise contact management, improve operational efficiency, and better manage both contact and incident demand effectively. These capabilities will be addressed through a series of initiatives covering the below areas: Inbound Non Emergency Contact Analysis Contact Capture Conversational Contact Automation Proactive After Contact Engagement Unified Contact Management Workforce Management Workflow Automation Citizen Interaction Management Incident Management Optimisation We remain open to various delivery approaches for implementing the required capabilities. It could be that they are fulfilled through a single platform or by multiple distinct but integrated technology solutions or a hybrid of the two approaches. The specific approach will be determined during the commercial phases and supplier engagement. This is expected to be a significant investment by the Force, with the primary objectives of this programme to deliver a robust, scalable, and future ready technology that meets the needs of both citizens and the Force. By adopting modern technologies, Northamptonshire Police will be equipped to manage demand within the Force Control Room efficiently while ensuring flexibility to adapt to future requirements. This transformation will enable the Force to operate a modern contact centre that supports its mission to Fight Crime and Protect People. The authority is hoping to undertake PME in January 2026 to help inform our requirements for this technology.