Customer Stories
Perfecting a police presence on social media
Dyfed-Powys Police are tasked with safeguarding people living, working and visiting the Counties of Carmarthenshire, Ceredigion, Pembrokeshire and Powys. With different social accounts being managed by different teams, in different locations, Orlo provides a single platform for both the central and remote teams to work from.
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With features designed with police forces in mind, the Orlo platform enables Dyfed-Powys Police to comply with the European Electronic Communications Code, meet citizen expectations around being able to report crimes and non-emergency incidents via social media, and professionalise their approach to digital comms.
One of the key elements of this new way of working is their dedicated ‘Digital Desk’ team, which puts them in a great position to monitor their 40 plus social media accounts for contact from their communities 24/7, enabling the team to provide a better level of service for its citizens. This has led to improved engagement – most notably within traditionally harder to reach communities.
Alongside this, features like the Unified Inbox, Content Library and Tamper Check ensuring conversations are admissible in court, sitting alongside access and audit controls, means that the Force has been able to enhance its capabilities and legitimacy in delivering a service for the public.
Efficiency
320
Users across the largest police force area in Wales and England
Audience
16.5 m
Reach across 44 social media accounts
Efficiency
25,000
Comments and messages triaged from Dec 2020 – March 2021
We've had great support right thoughout this process from the Orlo team, who really understand the unique challenges we face in policing and the tools we need to overcome these, especially as we take our first steps into a new way of being accessible to our communities.
Ben Cole
Digital Communications Officer
We went down to phone lines being open for emergencies only but we quickly realised that we needed another channel for customers to reach us on. We went from having nothing on the website for live chat, to having a fully embedded system.”
Jasmine Dudgon
Communications Specialist
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