Case Studies

Public Sector - Police


Delivering effective change for new contact centre

Getting this project back on track for West Midlands Police required setting up a governance framework and regular communication with internal personnel.

With the increasing pressures of improving neighbourhood policing and adopting the new Policing Pledge, delivering effective change must be a vital element of public sector strategy. Getting this project back on track for West Midlands Police required setting up a governance framework and regular communication with internal personnel.

The project to implement the Nortel Contact Centre 6 telephony solution into West Midlands Police had stalled for a number of reasons and WeDeliverChange was asked to take responsibility for the overall governance and delivery of this important change.

Internal and external stakeholders were engaged and a project board and project team quickly established. As a result of the engagement process a list of issues was identified and weekly progress meetings set up to resolve these issues.

There were a number of different applications in the overall solution that had not been implemented and these were quickly identified and regular supplier reviews established to progress each application. Effective relationships were created with internal contact centre personnel who were involved throughout.

Overall, rapid progress was achieved by getting the project back on track, undertaking effective stakeholder engagement and setting up a governance framework that worked.

(Reference available on request from West Midlands Police Superintendent project sponsor)


Experience:

,