What the Western Australian Police have in common with Customer Service

Customer service and customer management aren’t terms often associated with the police force. But Superintendent Lance Martin APM of WA Police, is out to prove that the two have more in common than most people think.
By: Arthur Chan
 
 
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Field Service Management
Mobility
Workforce
Customer Management
Customer
Field
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Industrys:
Mobile
Software
Technology

Location:
Sydney - New South Wales - Australia

Feb. 18, 2011 - PRLog -- Customer service and customer management aren’t terms often associated with the police force. But Superintendent Lance Martin APM, Western Australian Police’s Programme Manager for Business Technology Delivery, is out to prove that the two have more in common than most people think.

Speaking at IQPC’s Annual Field Service Management 2011, Superintendent Martin will show customer management professionals how the WA Police have improved their customer service through the adoption of workforce mobility technologies in the space of just five years.

“Good service is seen as a key factor in overall business continuity approach,” stressed Superintendent Martin, “there are strong similar between what [commercial organisations] do and the services provided by the police”.

In particular, the WA Police draws up historical customer data to service communities. For example, when responding to an emergency call, they will bring up past information that may be required to resolve the incident or provide better assistance. This process is identical to many customer management teams who will deploy field service workers to respond to customer requests and issues.

With over 6,500 staff members across the state, the WA Police is a major adopter of new and emerging field service technologies to ensure speedy dispatch of their workforce to service communities.

Compared to most organisations, WA Police have strict Key Performance Indicators in relation to their workforce deployment. For example, for high risk incidents, they have a nine minute response timeframe. In relation to investigative-type incidents, such as burglaries or stealing, they have a 20 minute response rate. This compares to other organisations that can take up to four hours for field crew to service to customers.

At the Field Service Management 2011, Superintendent Martin will be specifically speaking on how to successful implement mobility solutions. IQPC recently interviewed Superintendent Martin. To listen to his exclusive interview with IQPC, please visit: http://www.fsmaustralia.com.au/redForms.aspx?id=399516&sf...

For more information about the event, please visit www.fsmaustralia.com.au or call +61 2 9229 1000.

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Tags:Field Service Management, Field Service Technology, Mobility, Workforce, Customer Management, Customer, Field, Service
Industry:Mobile, Software, Technology
Location:Sydney - New South Wales - Australia
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