London c3i programme

Command, Control, Communication and Information (C3i) Programme, UK

  • Modernise and improve the MPS communications service to the public.
  • To ensure a more effective and efficient use of the policing resources
  • Redesign the overall command and control processes for the MPS.
  • Support officers with better information, smarter deployment and improved officer’s safety.

The Metropolitan police C3i programme revolutionised how the MPS deals with and responds to eight million calls from the public each year. The programme was conceived in 2000 and operationalised in 2007 having been delivered on time and within budget at 400 million pounds.  The programme involved the rationalisation of 32 borough based control rooms into three pan London command centres and a special operations centre through which all major events and incidents are managed. The SOR is supported by a network of over half a million CCTV cameras across Europe’s largest capital city. This command infrastructure is augmented with a range of specialist technology including ANPR.

Responding to a range of business drivers and a fundamental need to improve the MPS’s capacity and flexibility to respond to requests for assistance from the people of London, this organisational change programme was an essential part of the MPS’s modernisation process.
The complex changes introduced through the Programme  addressed the challenges that the MPS was facing:

  • Managing the demand for policing services in London. This was predicted to far exceed the capacity of the existing borough control rooms
  • Rapidly growing number of emergency and non-emergency calls being received
  • Changing public expectation of the emergency call service
  • The impact of specialised needs identified at local community level, increasing demand for resources
  • Importance of providing appropriate and relevant policing services to an increasingly diverse, complex and multicultural city
  • Increased need for secure, encrypted and flexible digital communications
  • Need to reduce unnecessary bureaucracy and repetitive admin tasks that keep police from the streets
  • The need to better prioritise and match appropriate resource to demand
  • Decision support – ensuring officers and staff are provided with the right information at the right time
  • Providing a more efficient and effective policing services and ensuring the best and most efficient use of limited resources.

Key Programme Deliverables
The Programme’s mission was to deliver an organisation-wide change programme, which set out to:

  • Modernise and improve the MPS communications service to the public
  • Redesign the overall command and control processes for the MPS
  • Support officers with better information, smarter deployment and improved officer safety
  • Optimise resources, bringing together people, technology, process and information
  • Deliver a more efficient and effective police service

The functional scope and the deliverables for the C3i Programme were:

  • Redesigned Command and Control processes
  • Redesigned end-to-end call resolution
  • A new Operational Command Unit (Central Communications Command)
  • Casualty Bureau Facility for major incidents
  • Development of the largest Critical Incident Management Facility (CIMF) in the world
  • Integrated Borough Command Operations Rooms
  • Telephone Investigation Bureaus

This was supported by an integrated suite of technologies that include:

  • Geographical Information System
  • Integrated Communications Control System
  • New secure radio system
  • Contact Handling System
  • Command and Control System
  • Corporate information systems
  • Corporate mapping systems
  • Integrated CCTV capability
  • Mobile Data Services
  • Automatic Resource Location System
  • Workforce Management and Duties Planning
  • Systems Integration / Implementation