The Metropolitan Police Service, one of UK’s leading UK police forces, embarked on a major initiative to transform its HR service centre. As part of the transformation programme, it undertook to simplify its HR procedures and to consolidate thirty different methods and resources into a single Shared Services call centre.
The service had selected Genesys, as its underlying call centre platform, to provide IVR, call routing and integration into its Oracle e-business suite. The initiative also included the upgrade of its Oracle e-Business suite and the use of document management systems to reduce administrative overhead within the processes.
Connect was engaged as the lead Genesys systems integrator to provide its expertise into a collaborative team of infrastructure and applications experts across a broad range of technologies. Connect worked with the customer, and the wider team, to initially deliver the design and delivery approach for integrating the Genesys solution into the overall technology landscape, and then advised the team on delivering the solution in a phased approach across four stages. Once complete, the blueprint for the shared HR services will be recommended to other UK police forces.