Emergency Services
When it comes to public safety, any delays in service can mean the difference between life and death. In an environment where seconds count, public safety agencies cannot afford failures. This is why public safety agencies count on Prosim Technologies to provide their most critical applications.
ProVantage
The ProVantage Command and Control application sits at the heart of Emergency Services operations and acts as the central point for gathering information, co-ordinating Officer and staff activity and providing information sharing across the agencies. ProVantage acts as the main point of contact between Emergency Services and the public, with the Dynamic Call Handling module managing interaction between the caller and the call taker, fully customer configurable to be in accordance with best practises. The Pro Vantage system makes assignment of Officers both more accurate and more efficient, as it allows users access to all the relevant background information for any call that is received. Force resources can be dispatched to incidents based on the incident priority, location and the skills required from attending Officers.
As a central information hub, Pro Vantage is required to interface with a range of other internal and external systems and databases such as the Airwave national digital communications system and Automatic Number Plate Recognition (ANPR) systems. Other systems which Vantage integrates with include:- Criminal intelligence
- Firearms
- At-Risk Registers
- The Police National Computer (PNC)
- GIS Mapping applications
- Human Resources
- Telephony and Automatic Call Distribution (ACD) systems
- Automated Vehicle Location Systems (AVLS)
- Automated Resource Location Systems (ARLS)
- Mobile Data Systems
By linking to other systems, Pro Vantage can automatically transfer relevant data from the command and control system into these applications. This means that Officers can be more efficient in their working practices and avoid having to duplicate their efforts in entering information.Utilises a dynamic Question and Answer process for call triage and ensure adherence to Force Standard Operational Procedures (SOPs) which can be tailored to reflect the time, date, location, beat, division, type of incident or keywords entered into the system.
Integrates with best-in-class geographic data management to deliver feature rich mapping components to meet growing demands for correlating locations and data.
Integrates with Prosim’s Work-Flow application to seamlessly link Command & Control with any or all Force systems e.g. Email, Scheduling, Crime, Records Management etc. enabling cross functional and departmental, collaboration, communication and co-operation.Automated Resource Location allows the Command & Control system to recommend the vehicle or personnel closest to the incident.
Real-time data analysis and reporting tools applied to separate Data Warehouse allow flexibility of access to any Command & Control data without impacting performance of the operational environmentMicrosoft® Windows® 2003 platform with NEW option for Microsoft SQL or Oracle backend database. High Availability design provides a minimum of 99.99% availability. Compatible with Prosim’s Enterprise Single Sign On solution.
ProCall
ProCall call handler compliments Command & Control and other applications by acting as the Call Handler’s interface to the caller. While transparently managing the interactions with the Force telephony, ICCS, and IT systems in the background, ProCall call handler guides the user through the call to ensure the correct and appropriate reassurance, advice and instruction is given, consistent with Force policy and the Policing Pledge commitments.
ProCall call handler maintains consistency without restricting flexibility – the scenarios can be built to cater for different working practices depending on a number of variables including the time or date of the incident, the location of caller or incident, or the use of a specific word or phrase; e.g. it may be that one type of call will require a different grading and response if it relates to a specific town or is within a specific boundary.
Most importantly, ProCall call handler is configurable and customisable by non-IT personnel within the Force, giving the Force the ability to quickly implement changes to reflect new initiatives or Government policies. The primary use of the ProCall call handler system is in a contact centre environment responding to telephone calls from the public. However, it is also designed to meet evolving needs for handling other forms of contact such as front desk interactions, email, FAX and SMS so that contacts can be linked together to provide the Call Handler with a full picture of the caller and the history of any issue they are discussing with the police.
As an emergency call comes to the Call Handler, because Vantage is integrated with the Force telephony, EISEC services, Command & Control, the Force Gazetteer, mapping systems, and a range of other services configurable during implementation, the Call Handler can be presented with pertinent information, quickly. This will include
- Criminal intelligence
- Information about the caller (name, address, previous interaction history)
- Information about someone referenced in the call (e.g. victim, suspect, or witness)
- Information about the location (or somewhere close by)
- The map location of the caller’s home address for fixed line numbers or the location of the caller’s phone for mobile phones (and adjacent police resources and their status)
- Guidance on how to handle this type of call or incident
- Guidance on general Force priorities
- Guidance on localised Force priorities to reflect the needs of a neighbourhood or beat
- Guidance on time-bounded priorities (to complement Force campaigns in an area for a specific period of during certain hours of the day or night)
For further information please feel free to contact us
