GovMetric
Elevating the Voices of Crime Victims with GovMetric CX.
GovMetric is helping police forces to understand victim satisfaction and use this insight to drive evidence-based, victim-centered improvements.
The Challenge
Police forces aim to provide high-quality service to victims of crime.
To achieve this, they need a better understanding of how victims feel about their experiences and to transform how this insight is shared and acted on within the organisation.
The Solution
By integrating with different police systems, the GovMetric CX platform automates the victim survey process. At specified points, victims are sent messages inviting them to participate in a simple digital survey. Feedback from completed surveys is automatically categorised using GovMetric’s Intelligent Text Analytics, then shared across the organisation in real-time via all-in-one dashboard and adjustable reports.
​
GovMetric helps police forces meet the requirements of the Victims' Code by measuring how well victims understand the information they are given.
Outcomes
GovMetric CX improves the Forces' ability to make evidence-based improvements to victim services.
It allows Police Forces to:
Improve the timeliness, reach, and response rates for victim surveys, including those from hard-to-reach and minority groups.
Raise awareness of the Voice of the Victim by making satisfaction data available to the entire organisation.
Pinpoint factors and issues that impact the victim experience the most.
Provide actionable insights on better supporting victims during and beyond the criminal justice process.
Reduce failure demand by enabling quick wins to be identified, assigned, and actioned.
Enable high-risk disclosures to be automatically routed to the control room, triggering an appropriate police response.
Strengthen community trust and public engagement by showing that victim feedback is acted on.
One of the first issues uncovered is that many victims are unhappy with how infrequently they are updated about their case. Some never hear back at all, leading to increased demand from those chasing updates through various channels, while others lose confidence in the service. Further investigation showes no standard for regular updates.
To address this, Police Forces can implement a policy to contact victims at least every 28 days, even if there are no new developments. Staff can be trained to meet this new standard, which should become a key performance metric.