Cinos, an industry-leading, agile, and innovative systems integrator, and Content Guru, Europe’s leading Customer Experience (CX) technology provider, have today announced that Police Scotland, the second-largest territorial police service in the United Kingdom, has gone live on the storm® platform to modernise citizen contact. The migration delivers enhanced resilience, scalability, and performance, while removing the operational risks associated with ageing on-premise infrastructure.
All 999 and 101 calls in Scotland are now routed through the storm® Emergency Services Platform (ESP), representing, on average, over 2,000 emergency calls and more than 4,000 non-emergency calls per day. This national deployment ensures resilient, high-availability communications for critical public safety services.
Delivered through Content Guru’s Contact Centre as a Service (CCaaS) platform and supported by Cinos’ specialist expertise in digital transformation for emergency services, the joint solution enabled Police Scotland to transition its operationally critical communications safely and securely to the cloud. As part of the transformation programme, Police Scotland is also leveraging Calabrio’s WFM solution, delivered through storm, which combines intelligent forecasting with automated scheduling to optimise staffing levels.
Essential data to assess threat, risk, harm and vulnerability from members of the public who contact Police Scotland from inbound voice and email interactions will now be captured within storm® CKS® (Customer Knowledge System), Content Guru’s Customer Data Platform (CDP), improving data accuracy, case handling, and operational efficiency.
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As one of the first policing organisations to deploy storm® DTA and storm® CKS together, Police Scotland undertook extensive workforce training, migrated around 18 million records, and delivered a controlled transition to protect the performance of our critical 999 and 101 services throughout implementation. We seek to offer the public more choice, allowing them to engage with us in a way that suits them, and storm® provides us with a modern and data-driven platform which strengthens our reporting and resilience and enables capability to offer the public new ways to contact Police Scotland in future. |
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| Mark Sutherland
Assistant Chief Constable, Police Scotland
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Lisa Brown – Senior Project Manager – Cinos, commented “It has been a privilege to manage this programme and support Police Scotland on this critical transformation. Working in close partnership with Content Guru and Police Scotland, we have successfully delivered a resilient, secure and scalable hybrid cloud communications platform, underpinned by Cinos’ SIP resilient capability and Content Guru’s omni channel contact centre solution storm, to support one of the UK’s most demanding emergency service environments”.
“We are particularly proud to have played a role in a project that will benefit the people of Scotland in such a meaningful way, enhancing how they contact the police and making access simpler, faster and more responsive. This programme demonstrates what can be achieved through strong collaboration, careful planning and an unwavering focus on service continuity and public service improvement” added Karl Deady – Executive Director Cinos.
Martin Taylor, Co-Founder and Deputy CEO at Content Guru, commented, “We are delighted to be live with Police Scotland, working closely with our partners at Cinos, with critical 999 and 101 calls now running nationwide on the storm® platform. This is a major milestone and a powerful demonstration of how cloud technology can support the most demanding emergency service environments. storm is the only cloud communications platform trusted by national blue-light emergency services and is already used by a growing number of emergency organisations across the UK.”
“We have successfully navigated a particularly busy Christmas period, and we look forward to continuing to work in partnership with our national police force as they build on this platform to further enhance public service delivery across the country,” added Graeme Walker, Managing Director, Scotland, at Content Guru.
