News Article

Equiniti ICS wins multi-million pound contract with Independent Police Complaints Commission

20th October 2009

Leading software and services provider Equiniti ICS, part of the Equiniti group which is based in Belfast, has been awarded a multi-million pound contract to provide a complex case and complaints management solution for the Independent Police Complaints Commission (IPCC) of England and Wales, marking a 'hat trick' for the company as its third contract win in this highly specialised field.

The company won the IPCC sub-contract on the basis of its specific business knowledge, in-depth understanding of complex case and complaint investigations and the experience and track record of delivering similar contracts for the equivalent complaints bodies in Northern Ireland (Office of the Police Ombudsman of NI – OPONI and in the Republic of Ireland the (Garda Siochana Ombudsman Commission (GSOC).

The deal forms part of a wider contract win in partnership with Steria worth £45m to deliver an enhanced range of business and IT services, of which Equiniti ICS is one of the primary sub-contractors. The 10 year contract will commence later this year with Equiniti ICS deploying a customised version of its Perito Case™ solution which will significantly improve access to information. It will also enable the IPCC to meet the stringent legislation and statutory processes governing the handling of complaints against the police forces in England and Wales.

Equiniti, the UK’s leading provider of share registration, retail investor services and employee benefits, signified its move into the BPO market earlier this year when it acquired ICS Computing, the software and service provider, and broadened its offering into HR & Payroll, Accounting & Distribution services and Public Sector Software.

The IPCC project win marks the first major contract announcement for the company since the takeover. Wayne Story, Managing Director of Operations at Equiniti ICS said: "We are delighted to have secured this major contract win with the IPCC which is further evidence of our increasing capability and reputation as a BPO service provider. The efficient management of cases is critical to the success of IPPC, which must demonstrate openness, transparency and accountability across its operations. The system provided by Equiniti ICS is highly comprehensive and secure, and will enable the organisation to achieve increased efficiencies and flexibility to respond to current and future demands more efficiently."

Since its inception in April 2004, the IPCC has seen the number of complaint cases rise from 18,000 to more than 31,000. From 1 April 2004 to 31 March 2009 the IPCC has used its powers to begin 353 independent and 759 managed investigations into the most serious complaints. The organisation has set new standards for police forces to improve the way the public's complaints are handled. The investment in new ICT systems forms a vital part of the IPCC’s wider change programme, which is enabling it to develop flexibly and efficiently to meet future challenges against limited resources.

IPCC Chief Executive Jane Furniss says, "The tailored case management system provided by Equiniti ICS will greatly assist our case workers and investigators at a time when we face ever increasing demands on our resources. In this climate we need a system that our staff can rely on to help them manage their time in relation to complaints about the police. We hope this new system will help them do their job to a high standard, improving the 'customer experience' and increasing public confidence.

"In future as we develop and respond to new challenges the ICT system will give us the ability to provide the public with a more transparent and accessible complaints system."

The system to be provided by Equniti ICS is based on a customised version of its successful Perito Case™ product, and will provide the IPPC with 360 degree visibility on all aspects of case management.