The SNEN System - Development Path

Successful Start

The SNEN System was successfully launched on budget and on time, going live on the pre-agreed 101 Service launch date of 3rd July 2006.

Following the launch, Sopra Newell & Budge and IIZUKA Software Technologies continue to provide a dedicated 24 hour, 7 days a week support service to the Northumbria Partnership's 300 plus users, who access The SNEN System from distributed locations.

New Developments in 2007

During 2007 Northumbria Partnership plans to implement a programme of system improvements including:

facilities to allow service providers in the field to view enquiry details on their mobile devices and directly inform the adviser of progress
integration with a GIS map system to assist customers define the enquiry location
SMS messaging to customers to keep them informed of enquiry outcomes
graphpical information screens for management
additional audit facilities

Realising the Concept

Sopra Newell & Budge and IIZUKA Software Technologies successfully managed to deliver a fully hosted solution, with full Disaster Recovery back up, under very tight timescales. The contract was awarded in the last week of January and the system went live by 19th June 2006.

The successful delivery of the system to support the receiving of Non Emergency calls was realised through a clear project plan with dependencies between tasks clearly understood. Any issues or prospective risks were dealt with maximum efficiency.

The multiple work-streams were tightly coordinated across multiple locations to ensure that the project was delivered on time and to budget. A very focussed and dedicated project team worked together to deliver a high quality solution. The entire project was managed under Prince 2 principles.

KOZO Technology underpins The SNEN System and provided the flexible base from which the application could be designed and implemented. Early production of a working prototype ensured that 101 Service business processes and requirements could be quickly tested by users as the system was designed. During the design phase requirements were captured from all involved parties. These were brought together into a detailed system design by the project team, which comprised Northumbria Partnership, Sopra Newell & Budge and IIZUKA Software Technologies representatives.

Design Objectives

Fully scalable
Fully flexible
Highly secure (including a secure two-factor authentication system)
Location Independent (available over the internet)
Conforming to Home Office Data Standards

Using the information gathered during an enquiry, the The SNEN System enables improved management information and business intelligence relating to customer needs and local issues. This will facilitate information led service planning and effective targeting of resources to local priorities and in turn improve performance of both the 999 service, and Police and Local Authority non-emergency service

A key object is that efficiencies will also be realised due to:

Better service co-ordination
A reduction in multiple and inappropriate contacts
Clearer access channels
Improved service delivery
Stronger partnership working (example; procurement opportunities)