The document discusses the Single Online Home (SOH) platform, which offers a digital channel for the public to access police services online as an alternative to calling 101. It provides statistics showing that over 100,000 crime reports were made online through SOH in a 12 month period, with over 16% of crime now reported online and a 65% reduction in officer triage time. User testing and feedback was integral to the development of SOH.

1. S U M M I T
LONDON

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Who you gonna Call?
Charlene-Elise Anderson
Public Safety Manager
Amazon Web Services, UK&I

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“70% of non-emergency Police calls made
to 101 are NOT a Police matter.”
Metropolitan Police
2018

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5. Single Online Home (SOH) offers the public an easy
to use, trusted digital platform where they can
communicate effectively with their local police.
Communities are empowered by convenient access to
the information, advice and services they need.
Each force is able to offer a range of nationally
consistent online services to the public but with with
their own local identity. It allows the public to do
everything they can do via 101, through an online
channel.
More than a website
A digital front counter.
A digital 101.

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Public Access
vision & strategy
MVP
definition
June 2015 Oct 2015
Stakeholders interviews
Focus groups
Co-creation sessions
Crime reporting and
Concepts
User testing
Storyboards
Strategy and roadmap
Stakeholder Req
Audit
Co-creation sessions
(Policing & Public)
Concepts and
prototypes
User testing
MVP definition
Information
architecture
Content strategy
Website
Design & Build
Oct 2016April 2016 March 2017
Met
Launch
Met
Beta
Large
scale
survey to
validate
Prioritise
the digital
strategy
Oct 2015 Nov 2017 July 2018
SOH
Launch
Met/
TVP/HC
POC to
Live
SOH
Case
October 2018
Co-creation
Prototyping
User testing
Technical Req
Build of each
element
Opt in Beta
Limited
services.
Proof of
concepts
Failing fast
Turn off old
website
14 services
fully or
partly live
Police Transformation Fund OBC
NPCC Chief’s Council / APCC GM
Statement of Intent for forces to
utilise
Section 22 development
Procurement
Making it national
The Journey so far…..

7. 2000+
Members of the public
directly involved in
designing and testing the
service.
User at heart of SOH
Over 100 stakeholder interviews
48 focus group participants
174 RaCE user testing participants
305 co-creation partners
25 guerilla testing sessions
450 surveyed during Beta
10,000+ People taken part in
post-transaction surveys.

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User demand drives change
Public demand Service demand Changing context
“For something that’s not serious
I’d check online first.”
“Everything is online and the
police should be online as well.”
“In all other areas of life, like
shopping & banking, we can do
it online. It makes sense for
public services to have the same
facilities.”
“It would be nice to be out and
about somewhere and be able
to send a message or post a
video.”
“Understanding what the next
steps are is important to me.
Like shopping online and
tracking your order.”
60% of calls do not result in a
crime or incident being recorded
[ONS report, 2017]
Police recorded 5.2 million offences
compared to the CSEW estimate of
10.8 million – due to the impact of
unrecorded online crime
57 % of 2017 fraud incidents
were cyber related
[Crime in England and Wales
survey, 2017]
“The ubiquity of digital devices
means that digital evidence may
be present in almost every
crime”
[Parliamentary Office of Science and
Technology]
Increased demand; reduced
resource

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Online crime reporting
(12 month period)
>100,000 reports made
online
>16% of crime now reported
online
84%
3000
65% reduction in officer triage
time
Of those who
went online
37%
Called 101 first (or
tried to)
Went online first
Would not have reported
otherwise
Of these would have
called 101 (without online)
10%
58%51%
User focus drives success – and behaviour change
Metropolitan Police Service Unheard voices
• Domestic violence
• Kidnapping
Better understanding of
crime & more accurate
reporting
TVP/Hants
>12%
10%would not have reported otherwise
311
44%
>1,000
59% went online first
77%
RTIs reported online
(replacing 40,000 20 pg forms)
fewer crime reports by phone
per week
of crime reported online
after 6 weeks (TVP)
reduction in front counter RTC
reports (TVP)
Firearms applications online in
first month (509 inc. MPS)
over a 40% digital take-up
Surrey/Sussex
reports made online in
first week
of these would have called
101 without online

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Lets Meet James Smith
• James is in his late 30s.
• He lives with his wife and kids
in the small town of Wessex.
• Lately he has noticed groups
of young people
congregating behind his
house.
• He decides to call his local
police via 101.

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Call

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Interactive Self-Service Features
• Get an Update on James’ incident
• Log a New Incident
• Replicate online triage for Road Traffic Incidents
• Diversion of high risk contacts
• Facebook Integrations
• Alexa Integration
• Management Console & Client

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Interactive Self-Service Features
• Over 75% of calls handled
within 6 minutes
• Contact Centre saw a 26%
reduction in traffic to Agents
• Connect answered 3.8 Average
voice requests per call

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How They Use Amazon Connect

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10,914 Calls Received
• 663 Calls dropped by AWS Connect (6.5%)
• 5,215 Calls transferred to Agent (51.16%)
• 4,316 Calls resolved by Lex (42.34%)
Results of the Amazon Connect POC

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2 weeks!

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Architecture Overview

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High Level Architecture
RMS
CRM
On-Prem
Systems
LEX Bots
Amazon Connect
Kinesis for Contact data RedShift Data Warehouse
S3 for Call Recordings
Self Service FeaturesAlexa Voice Service
Automatic Transcription
Facebook

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Invention comes in many forms and at
many scales. The most radical and
transformative of inventions are often
those that empower others to unleash
their creativity – to pursue their
dreams.
Jeffrey P. Bezos
Founder and Chief Executive Officer
Amazon.com, Inc.

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Everyone of us is
a leader on our
mission

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» Customer Obsession
“Start every process with the customer and work
backwards.”
» Long Term Thinking
“Be stubborn on the vision but flexible on the details.”
» If you want to be inventive, you have to be
willing to fail.
“We are willing to go down on a bunch of dark alleys and
occasionally we find something that really works.”
» You have to be willing to be
misunderstood for a long time.
“We are very comfortable being misunderstood.”
Our culture of
innovation

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Working Backwards
write the press
release
write the FAQ
define the user
interaction &
write the manual

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We had three big ideas at Amazon that
we have stuck with for 20+ years, and
they are the reason we are successful:
put the customer first, invent and be
patient.
Jeffrey P. Bezos
Founder and Chief Executive Officer
Amazon.com, Inc.

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Thank you!
S U M M I T © 2019, Amazon Web Services, Inc. or its affiliates. All rights reserved.
Charlene-Elise Anderson
Chrlnd@amazon.co.uk

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