Success Story

Cleveland Police:

Partners in transformation www.steria.com

Improving support for frontline officers while cutting the cost of ICT and police business services

10-year strategic partnership delivers new ways of working, transformational ICT

services and innovative approaches to customer service and front line policing that

will yield an estimated £7 million in cashable savings per annum.

Challenge summary

Facing wholesale operational and ICT change, the

UK’s Cleveland Police sought a partner to help it meet

its efficiency target and support its on going

transformation.

Key points

Improving the performance of frontline services

with over 100 officers returning to frontline duties

Programme of business transformation

Fewer, common systems, better procurement and

standardised processes

Transition achieved seamlessly and to schedule

Target to achieve 20%+ savings

The challenge

Modern policing demands modern approaches to

delivering both operational performance and business

support services. Huge budgetary pressures,

increasing citizen demands and national initiatives,

such as the ICT convergence agenda to deliver cost

effective and integrated ICT services under the

Information Systems Improvement Strategy (ISIS), are

creating a challenging environment for UK policing.

Cleveland Police is rising to these challenges with a

focus on business, operational and ICT transformation.

The Force is also striving to reduce the financial

burden on the tax payer, with a target is to achieve

20%+ savings against the current cost of services.

Our solution

IT-enabled service provider Steria was appointed as

Cleveland’s partner for the provision of a number of

key services including call handling, criminal justice

and business support functions through a shared

service partnership that will deliver an estimated £7

million in cashable savings per year.

The 10 year landmark shared services deal is

providing Cleveland Police with the additional support

needed to deliver large scale change in pursuit of its

vision of ‘Putting People First’.

Following the contract signing, a combined Cleveland

and Steria transition team had just 13 weeks to

successfully transition all services, including the

transfer of 500 staff to Steria. Within this period

significant transformational activity was undertaken,

particularly for Control Room and ICT services.

In 2011 the contract was extended to include Resilience and operational planning and Crime management services bureau.

How we work together

Steria is working closely with Cleveland to deliver:

Police Operational Services (POS): including

control room (call taking and despatch), criminal

justice, crime recording, event and emergency

planning, health and safety and risk, district enquiry

and business support

Police Shared Business Service (PSBS): including

finance, payroll, HR, training, procurement, fleet

management, estates management, duty

management and business support services

Police ICT Services: a full range of services

including 24x7 service desk, remote operations

centre, infrastructure management and application

support and development.

Several new programmes are being delivered:

Control Room services: service improvements and

technology enhancements (including the

implementation of SteriaSTORM command and

control) have resulted in efficiency savings circa

30% and the release of 35 officers to the frontline.

Call back services: a dedicated team calls back

citizens to get feedback on their experience and

update them on the progress or their incidents.

District enquiry and support: ensuring all Cleveland

district enquiry desk services are providing joined

up, consistent service to members of the public.

Criminal justice services: new IT systems and

processes, such as an electronic case file, will

save officer time, deliver a 25% reduction in costs

and improve Cleveland Police’s ability to bring

offenders to justice.

Shared business services: a new shared services

centre will deliver Steria’s HR, finance and

administration services and offers the potential for

cost savings and process efficiency.

ICT Service Desk: providing 24x7 support and

delivering a more responsive service to the Force

with 90% of Service Desk calls answered within 20

seconds. The will reduce the cost of ICT service

provision by 24% over the contract term.

Results and benefits

Steria is helping Cleveland Police meet its efficiency

and customer service objectives by returning over 100

officers to frontline duties, removing unnecessary

bureaucracy and introducing efficient processes.

Stringent service level agreements are already

shaping behaviours in line with the Force’s operational

and business objectives.

The benefits of this on-going transformation have the

potential to reach far beyond Cleveland itself, as Steria

UK CEO John Torrie explains: “We are encouraging

UK forces to share the infrastructure we are creating

here and build a unique Police Shared Service.”

Three Cherry Trees Lane, Hemel Hempstead, Hertfordshire, HP2 7AH Tel: +44 (0)845 601 8877 information@steria.co.uk st031ukv4

Contact

www.steria.com

About Steria

Founded in 1969, Steria works across 16 countries, has offices in Europe, India, North Africa,

and SE Asia and 2011 revenues of €1.75billion, 21%* of Steria’s capital is owned by its

employees. Headquartered in Paris, Steria is listed on the Euronext Paris market.

*Including the Employee Shares Trust in the UK

“By working together in partnership with Steria, we are transforming our systems and processes, enabling us to face the future challenges of policing, whilst maintaining the service we deliver to the public.” Jacqui Cheer, Chief Constable