A people-centric approach to ERP solutions
It is equally important to adopt an evolutionary mindset with ERP solution deployments. New systems and solutions are seen as an ongoing process, growing within the organisation, changing to meet new demands rather than as an end in themselves. How do you reach this technology evolutionary end-point? You start the process by understanding the needs of your police force and then building out the case for ERP change.
This point was reinforced in Episode 4 of the HSO/GovNews podcast series, ERP for Police Forces: Making the Case for Change, delivering ERP with Impact and Value. In the presentation, Andy Venter, Head of Public Sector at Microsoft partner HSO talked about the importance of first understanding the business needs. Police Forces Organisations must understand the underlying reasons driving the need for change, and then align these to the technology impact.
This was expanded upon by Kirsty-Louise Campbell, Head of Strategy, Insight and Engagement at Police Scotland, who said that when choosing any new ERP technology it was, “really important” to first look at the problem that needed to be solved in order that the right technology for the job can be deployed, rather than merely adopting a new ERP solution for its own sake. She talked further about making budgetary requirements and time constraints key factors in taking the business case forwards.
ERP for Police Forces: Making the Case for Change, delivering ERP with Impact and Value
In this, the 4th and final episode of the modern ERP for police forces series, experts from across UK policing discuss how to make the case for changing ERP as part of delivering a modern policing service.
Perhaps, understandably, police forces tend to be risk-averse when adopting new technology as results have not always been optimal. For example, in the final quarter of 2022, a failure with a new operating system led to Devon and Cornwall Police being unable to accurately record crime figures. Consequently, the Office for National Statistics had to omit force data from its 2022 figures, with HM Inspectorate of Constabulary (HMIOC) ranking Devon and Cornwall’s ability to record as “inadequate.”[2]
Similarly, Greater Manchester Police suffered problems when its Integrated Operational Policing System (IOPS) went live in 2019. Technical and procedural failings along with a lack of adequate training saw Police officers revert to pen and paper, resulting in significant backlogs.
Referrals to the multi-agency risk assessment conference fell by 50% while Greater Manchester Victims’ Services experienced a reduction of 87%, potentially placing vulnerable individuals in harm’s way. An independent review carried out by HMIOC found the backlogs “didn’t occur due to one particular factor but were a combination of the complex and significant change both in its ICT and in its processes.” [3]
In these, and other, instances, insufficient training was found to be a contributory factor. Forward-thinking leaders must learn from these mistakes. The latest advances in ERP technology streamline back-office processes in police forces and can provide seamless interactions with frontline staff, but ensuring everyone is fully conversant is essential. Stakeholder involvement is a vital consideration with any ERP deployment. As discussed in the podcast, in making the business case, it is crucial that the staff who will use the technology fully understand the benefits they will receive.
National Policing Digital Strategy
“We must foster a culture that recognises the power of digital to improve the way we operate and protect our society. In order to guide the most effective strategic decision making, this cultural change must be driven from the top.” [4]
Police forces do not typically enjoy a fail-fast culture and poor experiences have led to inertia among staff where IT deployments are concerned. Modern ERP can help overcome this. Instilling a forward-looking culture. Deploy systems in low-impact areas, with proof-of-concept trials demonstrating viability before scaling up to expand into wider police force operations.