Call recording enhances performance

New voice recording technology is providing Gloucestershire
Constabulary with rapid access to all telephone and radio
communications in its central control room and contact centre and is
helping to enhance detection and clear-up rates, both in
Gloucestershire and across the UK.

May 13, 2010
By Paul Jacques

New voice recording technology is providing Gloucestershire Constabulary with rapid access to all telephone and radio communications in its central control room and contact centre and is helping to enhance detection and clear-up rates, both in Gloucestershire and across the UK.

The CyberTech Pro system has delivered a rapid return on investment (ROI) by reducing the time taken by officers to produce evidence files for the criminal justice system from tapes of 999 calls and also speeding up criminal investigations, explained Mark Woodward, Gloucestershire Constabulary’s business continuity and projects manager.

“For example, after receiving an urgent request from another police force for a copy of a call received on March 23, 2006, in relation to an ongoing homicide investigation, we were able to find and email it to them in less than 25 minutes – not many forces can provide that level of service,” he added.

These time savings are being achieved using CyberTech Pro’s intuitive browser-based user interface and flexible search criteria that enable calls to be located in minutes. Recordings can be copied onto disk for maximum sound quality or instantly emailed to investigating officers, charging review lawyers or directly to courts where criminal cases are being heard.

As well as enabling Gloucestershire Constabulary to quickly carry out speculative searches for additional intelligence about specific incidents, the CyberTech system is helping to identify and track the incidence of malicious 999 callers. For example, searches using CLI [calling line identification] data revealed that one such person made more than 400 nuisance calls over a five-month period, while another made over 900 calls in a 12-month period. In these and other instances, evidence was produced in minutes that enabled the Crown Prosecution Service to successfully secure convictions.
The CyberTech Pro system records over 130 channels, handling all 999 calls and TETRA [Terrestrial Trunked Radio] traffic from operational personnel. Between 10,000 and 13,000 channel hours are recorded each month and stored on a RAID 5 archive system for up to seven years to support an increasing demand for older evidence to support high-profile cases. A
CyberTech quality management system has also been integrated with CyberTech Pro and provides a framework that is used with the existing call handler assessment matrix to ensure that national call handling standards are consistently achieved. This is supported by proactive customer surveys to check that standards are being maintained and the highest level of service is being provided to the public.

CyberTech UK has also provided Gloucester Constabulary with an innovative recording system to capture commands issued, and operational discussions, in the control room during major incidents. It enables events to be replayed in real-time in conjunction with all radio and telephone-based communications for debriefing purposes and the identification of changes that can be made to improve the incident handling process.

For further information please contact:
CyberTech UK Ltd.
Name: Luisa Pollini-Kommu
Tel: 01732 784 320
Email: luisa.pollinikommu@cybertech-int.co.uk
Website: www.cybertech-int.co.uk

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