Online Incident

Streamlining Incident Reporting for Public Safety with an Online Solution

Overview

The client is a major metropolitan transit organization responsible for ensuring the safety and security of millions of passengers annually. To address increasing demands for incident reporting and improve resource allocation, the client embarked on a project to implement a streamlined Online Incident Reporting System (DORS).
Challenges Faced
The organization faced several challenges in managing incident reporting effectively:

Manual Reporting Processes

Incidents required substantial officer time for non-critical reports, leading to inefficient resource allocation.

Citizen Inconvenience

No user-friendly way existed for citizens to report minor incidents, leading to delays or missed reports.

Resource Allocation

Valuable law enforcement resources were being spent on no-suspect or minor incident reports, which could be managed digitally.

Data Accessibility

Crime reporting and analysis were fragmented due to lack of centralized digital data.

Bilingual and Accessibility Needs

The system needed to be fully accessible, comply with AODA/WCAG 2.0 standards, and support both English and French reporting.

Solution Implemented

Web and Mobile Incident Reporting

Citizens could file reports 24/7 using a user-friendly, browser-based system available on desktop and mobile devices.

Bilingual and Accessible System

The system was customized to meet AODA and WCAG 2.0 standards, with full support for English and French.

Centralized Crime Reporting

DORS provided a backend reporting module for law enforcement to analyze incidents, manage data, and generate reports.

Automation and Resource Optimization

Citizens could report minor incidents without requiring officer dispatch, with automated responses issuing temporary report numbers.

Integration with Internal Systems

DORS integrated seamlessly with existing records management systems (RMS) to ensure continuity in data storage and analysis.

Implementation Process

Project Planning

A Work Breakdown Structure (WBS) and project schedule baseline were developed to manage key milestones. Cost and resource baselines were defined in coordination with stakeholders and vendor LexisNexis.

Requirements Gathering and Customization

Stakeholders collaborated to define business and technical requirements. The system was customized for bilingual interfaces, accessibility compliance, and ease of use.

System Design and Development

The technical team worked with LexisNexis to finalize the User Interface (UI) and User Experience (UX), with custom incident forms, autoresponders, and reporting modules.

Testing and Validation

User Acceptance Testing (UAT) validated system performance, identifying and resolving issues with form development and integration.

Change Management and Communications

A public awareness campaign informed citizens about the new system through flyers, FAQs, and social media messages.

Deployment and Training

The system was deployed on time, with training provided to ensure a smooth transition. Post-implementation reviews gathered feedback.

Results Achieved

30% of non-emergency reports were submitted online, freeing officer resources.

Response times for priority calls were reduced by reallocating officers to more critical tasks.

Citizens could file incident reports anytime, anywhere, using a user-friendly, bilingual system.

Cost savings achieved with a return on investment (ROI) within the first year.

Incident data was centralized for accurate reporting and analysis of crime trends.

Incident data was centralized for accurate reporting and analysis of crime trends.

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