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The client

Police National Legal Database

The Police National Legal Database (PNLD) is the leading online police information resource of criminal justice legislation. The PNLD provides comprehensive data on Acts of Parliament, Common Law, Regulations, Orders and Byelaws, Case Summaries and the National Standard Offence Wordings and Codes used throughout the court system in England and Wales. As a business service of the Police and Crime Commission in West Yorkshire, PNLD is a trusted and essential tool for its users.

The challenge 

Routine calls cost time and money 

Each week, the police receive thousands of calls from the public, many of which concern routine aspects of criminal law or police procedures. These calls, while important, are time-consuming and often repetitive. With an increasing number of people searching for answers online, there was a need for a central, certified place to find this information. 

The solution  

Online assistance to deal with FAQs 

To address this demand, the PNLD commissioned the creation of the ‘Ask the Police’ website. This initiative aimed to transform how police information and advice were accessed by providing a centralised, reliable source of answers to frequently asked questions. PDMS’s team of Analysts collaborated with PNLD to determine the website’s features and content, and the developers built a site containing nationally consistent answers to around 850 of the most common queries. 

female with headset on working in call centre

The project  

PDMS worked closely with PNLD over 15 years to develop and maintain the ‘Ask the Police’ website. This resource allowed the public to access information easily, empowering them to take appropriate actions based on accurate advice. The website covered a wide range of topics, from post-road accident procedures to addressing local nuisances like illegal dumping. 

Additionally, the site featured an email query option, which was enthusiastically adopted, receiving inquiries from both the UK and abroad. PNLD aimed to respond within 24 hours, and new questions and answers were continually added to address the evolving concerns of the public.  

The results 

The implementation of the ‘Ask the Police’ website significantly improved public access to police information and advice, leading to substantial benefits;  

  • 50 million visits: Demonstrating the website’s extensive reach and utility 

  • 2000 emails received per month: Highlighting the high level of engagement and reliance on the service. 

  • £12 million estimated annual savings: Reflecting the efficiency gains from reducing the volume of direct calls to the police. 

Overall, the 'Ask the Police' website has played a crucial role in enhancing public understanding of criminal justice issues and streamlining the dissemination of police information. 

Client testimonial

"In the 10 years that I have been supplied with software and services by PDMS, a high standard of delivery has been established which is second to none. A structured approach to product and service provision has always ensured timely delivery and the necessary backup to major services in the world of law enforcement."

Nigel Hughes Former Head of PNLD

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