Blog: Supporting post-crime communication with APIs

Everyone has, at one point or another, experienced a period of agonising waiting. Whether it be awaiting the results of a job interview, exam results or even waiting in an online queue to get the chance to grab some concert tickets, I’m sure that everyone can agree waiting around for things to happen is a deeply unpleasant feeling. Certainly for me, sitting through the week before A-Level results day felt (almost) worse than taking the exams did! Now imagine how stressful it must be for victims of crimes who are awaiting updates to their investigations.

Understandably, many people want to check in on the progress of their ongoing investigations: in fact, one of our clients found that 20% of inbound calls were from victims seeking updates to their cases. If victims of crime were able to access this information in a more timely manner, it would open up police time that could be allocated to support additional tasks, as well as help reduce stress for people going through the post crime journey.

But how can you implement this? How can police forces proactively provide victims with information about their cases so that they no longer feel the need to call in to ask for updates without taking more time and resources away from other channels? The answer, as is becoming increasingly common to these kinds of questions, is automation!

So, what’s the solution?

With platforms like Salesforce Experience Cloud, an automatic update service can be implemented quickly and efficiently, with minimal disruption to everyday operations. Additionally, with package-built solutions like our Victim’s Journey Accelerator, you can move even faster by leveraging pre-built modules, such as system adaptors and APIs, combined with all industry expertise and experience, all designed to streamline the implementation of a citizen engagement platform.

What is a citizen engagement platform?

A citizen engagement platform is one which allows victims to independently access their case details, and facilitates two way communication between them and police officers. Furthermore, it sends victims automatic SMS and email updates. Lastly, it also collects data, allowing for more precise officer analytics, and the creation of a citizen profile in order to help the police better understand the needs of the public.

How exactly does it work?

Naturally, police forces use various systems and software in order to assist them with information management, record keeping, reporting crimes, and so on. The challenge then becomes connecting all these different inputs, outputs and information silos into one point of truth - this is where MuleSoft system integration comes in.

Leveraging it enables the creation of an adaptable API-based integration platform that links different systems, applications and devices, whether they're on-premises, in the cloud or in hybrid environments. MuleSoft’s modern API approach means that APIs can be considered as reusable assets, so rather than starting from scratch every time, police forces can leverage pre-built integrations. The result? Quicker project completion and substantial cost savings. 

Using MuleSoft’s API-powered integration, various systems such as Niche (manages crime recording), STORM (provides computer aided dispatch), and Azure AD (generates officer analytics and insights), are all connected through one platform. Ultimately, this streamlines the process of entering, retrieving and managing information.

With MuleSoft’s integration platform as the foundation, platforms like Salesforce Experience Cloud can be used to then develop a Digital Experience Platform, or DXP. Essentially, this is the portal that citizens and officers can use to access various features.

How does this platform actually help crime victims and police officers?

The platform enables victims to receive automatic updates in real time via an SMS and email update service, meaning victims receive information as soon as possible, easing stress and ensuring there are no delays in communication. Victims can utilise the DXP to view their case information, quickly retrieving case details and connecting with officers directly, enabling them to stay informed at all times. This increased communication between officer and victim provided by both the automatic update service and the portal’s two way communication methods help each individual victim to feel supported throughout their post-crime journey.

Additionally, the platform leverages AI to fine tune the messages’ timing and content, ensuring each one is relevant and in context. Finally, all messages are carefully documented to ensure that sensitive information is delivered with the utmost care. 

For officers, the DXP becomes a hub for victim communication and care, as well as case management. Two-way communication facilitated by the DXP combined with the automatic update service reduces call load as victims receive updates in real time, meaning they do not have to phone in to receive information. This in turn also helps to build and maintain citizens’ trust in the force, and the reduced call load also means that time is freed up to be reallocated to other tasks.

Beyond that, the integration platform optimises internal police operations by connecting the force’s systems. Connectivity allows officers to receive instant field updates and easily engage with the public, and enhances their analytics with a unified citizen profile.

But why is the Victim Journey Accelerator so important?

Of course, we can’t just put police operations on hold or disrupt them for however long it takes to implement this new system. In this way, accelerators are advantageous as they come with a collection of pre-built modules combined with expert experience.

The accelerator is implemented quickly and efficiently, while still leaving room to customise the platform to each police force’s individual needs and technology. Victims can begin receiving automatic updates as soon as possible, and it minimises disruption to police operations while the service is being implemented.

Conclusion

Instead of constantly refreshing application portals or getting stuck in queues when trying to load the UCAS website, I often imagine how convenient it would be for students if information could be sent directly to our phones through SMS. This is exactly what the Victim’s Journey Accelerator hopes to achieve for crime victims, supporting their post crime communication while also helping to lessen the call load on police forces.

Leveraging the power of MuleSoft integration and Salesforce Experience Cloud, the police force’s key systems are streamlined to create one point of truth. In turn, you produce the backbone of a digital experience platform that enables victims to view their case details, communicate with officers, and receive automatic updates in real time.

In the future we, along with our clients, hope to see this service expanded to include as many crime types as possible, in order to provide as much support as we can to those going through the post-crime journey.