Case Study: BCH Police
In 2017, we helped deliver three new websites for Bedfordshire Police, Cambridgeshire and Hertfordshire Constabularies.
They were three police forces in England who wanted to reduce the cost of their website redesigns by utilising a singular CMS.
We worked with Zengenti and their CMS Contensis to develop their new websites.
What was the goal?
To develop a new digital platform to encourage channel shift from telephony to digital contact across the police forces; Bedfordshire Police, Cambridgeshire Constabulary and Hertfordshire Constabulary (BCH).
To achieve a channel shift target of 5% by November 2017 across BCH (set in January 2016.)
What did we do?
- Built 3 mobile first websites ensuring that the website remained scalable on multiple devices.
- Focused on the self-service elements to allow the forces to capitalise on their channel shift targets.
- Introduced and developed the force’s first digital services, web chat, web forms for reporting and applying for a host of services.
- Implemented an interactive accessibility tool.
- Introduced “one-touch” web forms designed with a mobile first approach for speedy self-service.
- Integrated with Police.UK database and Google API to bring together crime statistics and localised information to users.
- Created and shared numerous documentation for continuity of high service levels including: a digital contingency plan, a digital content strategy, a force brand guideline paper and a publication scheme.
We won an award!
The Cambridgeshire Constabulary website won the 2018 Granicus award for “Best achievement in Digital.”
The final award, which is the Digital Achievement Award, is our capstone award for the day. This one was really difficult to judge, which lots of different entries were covering a really wide variety of different projects.
“This one we liked because it had really good results, as I said earlier on; we have got away from the vanity metrics and this is actually about doing things and achieving things with the projects that you’re working on.
“This one exceeded objectives, it had a really great implementation, again a complex project, it achieved all of the aims. Some of the other judges said it was a really great project and executed very, very well. It was the right way to tackle a website redesign, which we all know is complex. The winner of this award is Cambridgeshire Constabulary.
What were the results?
- The website was nominated for the 2018 UK Public Sector website of the year award in June 2018.
- Created a 5% channel shift of telephony to digital contact in the financial year of 2016-17.
- In the four months post website launch (Nov 2017/Feb 18) compared to the four months prior (July 2017/Oct 17) there was an 18% reduction in telephony contact across the three forces amassing an estimated joint saving of £542,616.
- Comparing the four months post website launch (Nov 2017/Feb 18) with the same four month period the year prior (Nov 2016/Feb 17) there was a 10% reduction in telephony contact across the three forces amassing an estimated joint saving of £289,312.
- The introduction of digital services directly contributed to a saving for the three forces of £193,016 in the calendar year of 2016-17 due to an annual 2% reduction in telephony contact.
- Since launch out of the 2,856 respondents to a voluntary survey, 88% users said they would use online services again and 97% users said that they were able to complete their tasks online successfully.
- Digital service usage grew by 1,127% between Q1 2016 and Q1 2018.
- Out of the 1,386 users who said that they previously use the telephone to contact the police 1,317 (95%) said they would use the website next time.
- All analytics captured factually correct as at March 17th 2018.
