With the increasing pressures of improving neighbourhood policing and adopting the new Policing Pledge, delivering effective change must be a vital element of public sector strategy. Getting this project back on track for West Midlands Police required setting up a governance framework and regular communication with internal and external stakeholders.
The project to implement the Nortel Contact Centre 6 telephony solution into West Midlands Police had stalled for a number of reasons and WeDeliverChange was asked to take responsibility for the overall governance and delivery of this important change.
Internal and external stakeholders were engaged and a project board and project team quickly established. As a result of this engagement process a list of issues was identified and weekly progress meetings set up to resolve them.
There were a number of different applications in the overall solution that had not been implemented and these were quickly identified and regular supplier reviews established to progress each application. Effective relationships were created with internal contact centre personnel who were involved throughout this process.
Overall, rapid progress was achieved getting the project back on track, by undertaking effective stakeholder engagement and setting up a governance framework that worked.
(Reference available on request from West Midlands Police Superintendent project sponsor)