SSCLProduct Portfolio

SSCL Police Case Management

IntroductionSSCL is a unique Joint Venture between Sopra Steria and the UK Government that is leading the way in digitalising and enhancing HR, Payroll, Finance, Recruitment and Contact Centre services for the public sector. With our innovative approach, we enable our clients to operate more efficiently and to reduce costs, whilst always putting customer experience first.

The challengeTough operational and business challenges are changing the shape of UK policing. Police forces need to consider how they look after all their staff - both operational and support staff.Not only do forces have to look after those on the front line they have to look after those who, for one reason or another, are absent, keep on track of individuals performance, training, pay, deployment status, and so on.

This is a lot to juggle. For example, one force could have 2,000 open cases all needing management at any one time. These are in a state of constant flux; opening, closing, extending… and are a very broad mix. A force could really benefit from having that HR advice on hand whenever they need it, so that more time and resource is spent dealing with operational policing.

#SSCLServiceInnovation

Our answerTechnologyAt SSCL, we understand that a career in Policing is not just an ordinary career; day in, day out, Police Officers are facing the extraordinary. Through technology SSCL aims to transform business services making them more agile and with it bring efficiencies. SSCL has simplified the way that Case Management information is recorded, and how cases are processed and progessed.

We have also developed a system which retains the personal touch, using specialist HR advisors, without impeding on a line manager’s working day. By providing easy-to-follow professional advice at a time that suits the line manager we enable

them to build Case Management seamlessly into the operational demand of their shift.

SSCL together with Aucoda developed an application known as Case Management for Professionals (CMP), which can be used to manage any case type for example absence, performance or conduct. It also gives us the ability to answer Freedom of Information requests.

The cases types held on the system are customisable; more can be added, and some removed depending on

what matters for a particular force. For example, if a force has a lot of officers on probation, they may want to create an ‘unsatisfactory probation’ case type to be monitored on the system.

Each case type has its own outcomes and stages to help us give it some regulated structure. Managers can be prompted towards an action when an employee reaches a certain stage of the process, helping them to keep on top of the cases they oversee.

The line manager receives an email when someone in their team reaches an absence trigger; if they do not respond within a number of working days, they will receive another email. If they still do not respond, their own Line Manager will receive an email.

CMP’s email function allows line managers and case managers to

email relevant documents straight to the case file so everything relating to the case is maintained in one place simply by using the Case Reference Number in the subject field.

We have a specialist Case Management team based in Newcastle from Monday to Friday 08.00-18.00, working alongside the line manager and contact times which suit them. All members of our specialist team are CIPD trained or have a long-standing police background.

They are also positioned to provide Q&A sessions with any line manager at all levels.

As well as providing advice remotely, SSCL has skilled HR professionals who can attend face to face and formal meetings (Case Conferences or UPP meetings for example) with line managers.

ProcessThe line manager starts by raising a Request for Service with SSCL relating to Case Management. The relevant data is then put into CMP to raise a case file. The Case Manager uses the case file to track the progress, record advice given for the line manager at relevant stages and collect all supporting documentation seamlessly.

SSCL Case Managers will then liaise with the line manager offering support when required. Depending on the complexity of the case, we can attend face-to-face meetings or monitor a case remotely.

It can also be used to summarise cases and include next actions so in the event that the allocated Case Manager isn’t available, another Case Manager can pick it up.

The use of CMP means that deadlines are managed in a more efficient way, tightening up the end-to-end process, and making sure that the Police Officer is back to full duties as soon as they are ready.

The resultsSSCL is consistently beating Key Performance Indicators; for example, making initial contact with the line manager within 3 working days 100% of the time.

#SmartPolicing

“SSCL Case Management service has provided a sounding board and critical friend. Our Case Manager used his vast knowledge of HR processes and indeed common sense to assist with a long and protracted set of circumstances spanning a few years. Through SSCL we received frequent assistance inside and outside of the normal working day.”

“With SSCL Case Management support we now have a really good process that has reduced sickness, supported colleagues and improved attendance. A great result all round.”

Area Head of Services

Chief Superintendent

Find out more about Police smart business services: sscl.communications@soprasteria.com