Case Study: Northumbria Police improves public safety and 24/7 service with Orlo's Digital Desk

Northumbria Police handles 1,000 messages a day with Orlo

Northumbria Police faced the challenge of managing a complex landscape of 72 social media accounts and numerous contact channels. Their goal was to allow the public to contact them on any channel without being forced to shift to another, while still providing an exceptional level of service. To achieve this, they turned to the vendor Orlo.

The solution implemented with Orlo was the creation of a dedicated 'Digital Desk', which combined two internal teams to monitor all incoming contact 24/7. This approach, alongside reducing social accounts from 72 to four, led to significant results. The force now triages an average of 1,000 public messages per day and creates 55 new incident reports monthly from social media, meaning more crimes are reported and addressed. Orlo enabled Northumbria Police to offer a consistent, exceptional service that has been recognized as a flagship strategy for policing.

Northumbria Police