Capita Secure Information Solutions Limited provides information technology services. The Company offers data management, fraud and error prevention, application development, business process management, hosting, IT outsourcing, project management, and systems integration services.

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THE CHALLENGE

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We improve the existing command and control platform to allow emergency services across the UK manage incidents more effectively. This is to be achieved by cutting calls times, improving system intelligence and reducing the training time on the system.

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HOW WE DID IT

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We conducted research around the current end-to-end experience by analysing data and speaking to all users from call takers to ground units to understand the process of the incident. This allowed us to create a detailed service blue print design identifying all the current pain points and opportunities to improve the flow of an incident. We held 1-2-1 interviews with all users from call listening in the control room to sitting with ambulance drivers. 

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After an intense discovery period we started to create prototypes and designs which were tested with real-life previous scenarios so we compare the experience . These scenarios where tested for speed, intelligence, data management and ease of use. 

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THE OUTCOME

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The new system reduced the training time by 50%, reduced call times by 30% and ultimately saved lives. This has been the most rewarding projects I have ever worked on. It was also a true reflection in how a design led approach with understanding the problem  through user research to testing solutions with end users can have a such an impact on a delivery of a project.