Alberta RCMP finds efficiencies for frontline officers through new call management initiative
On Nov.13, Alberta RCMP Acting Commanding Officer, A/ Commr. John Ferguson gave Justice Minister Kathleen Ganley a tour of Alberta RCMP’s new Police Reporting and Occurrence System (PROS) Data Centre. The PROS Data Centre, along with the Division’s new Call Back Unit, are the key elements of the Division’s Call Management Initiative designed to enable frontline members to dedicate more time conducting patrols and investigations and less time behind a desk burdened by paperwork.
Following a police response, the Data Centre enables police officers to simply input information into the RCMP police database by phone. PROS Data Centre civilian staff will then collect the information provided by the member and input appropriately. Prior to this new process, officers would have to travel to the detachment and manually update police files or conduct data entry through their mobile workstation instead of immediately returning to their patrols or investigations.
The Call Back Unit realizes efficiencies on the front-end. Staffed by experienced RCMP members, the Call Back Unit process diverts non-emergency calls for service that are neither time sensitive nor pose a threat to public safety to the Call Back Unit instead of frontline members. Call Back Unit members will connect with the caller and take it from there. If further investigation is required on the ground, the police file will be transferred back to the frontline member for follow-up. As before, Alberta RCMP will continue to immediately respond to emergency calls with the highest priority.
Although the Call Back Unit has only been in effect since February and the Data Centre remains in its pilot phase, both Call Management Initiatives are seeing positive results.
• The Call Back Unit diverted and answered 3,853 calls for service which would have previously been dispatched directly to RCMP frontline members.
• These calls realized a savings of 9,390 hours representing nine General Duty Constable’s workload in one year.
• The PROS Data Centre Pilot Project has reduced data entry for participating RCMP frontline members from approximately 30 minutes to 3 minutes and 30 seconds, not including travel time.
• Based on 868 police files entered since the pilot program launched in June, the PROS Data Centre has saved 375 hours of data entry time for RCMP frontline members, not including travel time.
• In 2017, the Operational Communications Centre (OCC) received almost 700,000 complaints and 911 calls. A significant number of those calls were non-emergency and did not require police officer attendance.
• Types of calls handled by the Call Back Unit may include minor thefts, attempted frauds and scams, and reports of traffic offences that are not taking place at the time of the complaint.
• The call management initiatives were funded, in part, through the Government of Alberta’s $8 million investment to the RCMP announced in March, 2018.
Our Call Management Initiatives showcases Alberta RCMP’s commitment to modernize in every area in order to place more officers where they belong. Our members joined the RCMP to keep Canadians safe. With this initiative, they can focus on just that.
- Acting Commanding Officer, A/ Commr. John Ferguson, RCMP “K” Division
As a member on the frontlines, the PROS Data Centre helps me cut down on paperwork and better respond to my community’s needs. I can spend more time listening to local concerns and conducting self-generated investigations.
- Cst. Lindon Green, Morinville RCMP