Lancashire Police rolls out complaints system

Lancashire Police has selected Flovate’s OperaFlo business process management system to improve complaints handling.

Lancashire Police has selected Flovate’s OperaFlo business process management system to improve complaints handling.

Flovate will install a custom version of OperaFlo in line with Independent Police Complaints Commission (IPCC) procedures to handle civil, operational and internal complaints from members of the public and serving officers.

The system will be installed for around 50 users based at Lancashire Police HQ in Hutton, Lancashire. If successful, the roll-out could be taken up by other police authorities around the UK.

Lancashire Police had identified a need to move away from its existing systems and implement a workflow-based strategy so it could streamline the way complaints were managed by administration staff and investigating officers throughout the force.

The new system will also be key in improving the management information presented to senior officers, thereby enabling detailed analysis of trends and complaints activity.  

Detective chief superintendent Clive Tattum, head of professional standards at Lancashire Constabulary, said, “The investment in the improvement of our complaints system will signify a more efficient and effective system and will greatly improve our customer service in the community and to our own staff.”

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