European digital transformation leader, Sopra Steria, has announced an integration with the Salesforce Platform to drive a new citizen-centric approach in emergency service response. The new offering can see the integration of Sopra Steria’s STORM Command and Control system with the Salesforce Platform, enhancing police contact, engagement and response in support of their local communities, and providing a seamless citizen experience for the public across contact channels.
This integration can modernise how control rooms and frontline operators are able to interact with citizens, who now expect to engage with emergency services across multiple channels, whether that’s 999 calls, texts, instant messaging, web chat or social media, and in a way which suits them.
Additionally, this integration will help the emergency services to be citizen centric when handling individual cases. It will provide them quick access to relevant data, enabling them to better identify citizens who are vulnerable, including repeat victims of crime. This joined up approach to data allows those in control rooms to have a more accurate understanding of citizens and situations so they can better deliver the right help, guidance, support and interventions.
Interoperability of this kind is paving the future of public safety systems. Not only is it allowing citizens to communicate in ways which match their experience with other digital services they use in their day-to-day lives, but it aids frontline operators in making better and faster decisions based on data, ultimately improving public health and safety.
This integration has been developed alongside Sopra Steria’s policing and wider public safety customers and with the European Electronic Communications Code – published in 2020 – in mind. Digital and data ethics have also played a prominent role within this integration, with Sopra Steria embedding principles of privacy, transparency, accountability, safety, fairness and accessibility into its solution.
The integration also launches in conjunction with the 25th Anniversary of STORM – a solution that provides a highly reliable and resilient support infrastructure for managing incident response for emergency services, from the first interaction with the public through to frontline response. It boasts majority market share, with over 65% of UK police forces using it.
Paul Bergin, Head of Public Safety at Sopra Steria, said, “As citizens we’re used to communicating in a way that suits us, choosing the most relevant channels, media and devices – contacting the emergency services should be no different. We are thrilled to be working with Salesforce to drive digital transformation across the emergency services and, ultimately, help to improve public health and safety.
“We have always based the development of our STORM solution on the needs and challenges of our customers and improving the accessibility of the service they deliver – particularly to vulnerable citizens – is absolutely crucial. This next level of innovation around STORM will truly benefit the lives of citizens and the people using it.”
Simon Collinson, Head of the UK Public Sector at Salesforce, said, “Across the UK, public sector organisations are racing to create digital experiences for citizens. As a vital service for protecting the safety of the public, we’re delighted to be working with Sopra Steria to deliver this data-driven solution for emergency services to provide next generation citizen engagement.”