Digital Public Contact Senior Subject Matter Expert

Job Title: NPCC Digital Public Contact Senior Subject Matter Expert

Salary: £48,997 to £60,115 plus a Location allowance of £1,639. You will receive £48,997 the band minimum. Progress to the band maximum of £60,115 will be via incremental progression.

Location: The role will be home based as well as working from the London offices on a regular basis. In addition the post holder will at times be required to travel to forces to support programme delivery.

Contract: Fixed Term until 31st March 2023

NPCC Digital Public Contact, Senior Subject Matter Expert (SME)

The NPCC Digital Public Contact Programme is offering a Fixed Term Contract opportunity. The Senior SME will work within the wider Digital Public Contact Programme to understand, create, and evolve services delivery for Single Online Home (SOH). This includes playing a senior role in the development and delivery of SOH services from force requirements to successful National implementation.

Role Summary

The Senior Subject Matter Expert will operate within the SOH Services Delivery Team and as part of the wider Digital Public Contact Programme, to create and evolve services delivery for Single Online Home and across the wider Digital Public Contact programme.

The post holder will provide strategic level engagement with forces on SOH and lead the development and delivery of SOH services from force requirements, to successful national implementation. Where required, the post holder will deputise for the National Product Owner (Superintendent) and DPC Services Delivery Lead.

Background

Digital Public Contact, led by DCC Simon Meggicks, has been established to provide a simple, well known and reliable digital contact service between the Public and the Police. The experience of contacting the police through digital channels will be as helpful, personal and reassuring as approaching an officer in the street.Our mission is to develop capabilities, services, content and national standards that allow the Public to be informed, reassured and empowered in transacting, interacting and engaging with policing digitally.The Single Online Home service provides a nationally consistent, locally branded, web platform for all forces on which the public can transact, interact and engage with police. It will improve service to the public as well as reducing demand on policing. The total number of SOH forces is now over 30.The Single Online Home platform hosts a multitude of public facing services including Livechat, Crime, ASB, Road Traffic incidents, Rape & Sexual Assault, Domestic Abuse and other high harm reporting. These services are designed, standardised and delivered to a national level across the policing. New services in the pipeline will be designed and developed as prioritised by the National Product Owner.

Role Purpose

Work within the operational policing landscape to provide a policing view of the ‘to-be’ digital services in development, challenging on an operational basis existing structure as necessary to drive a consistent national approach that achieves a high quality public customer experience.Become operational Senior Subject Matter Expert on individual service requirements with a policing business focus nationwide, to ensure that project objectives and outcomes are fully aligned to the needs of UK policing and the requirements of our customers of SOH.Work with the Digital Public Contact SOH Services Delivery Lead to ensure requirements reflect the wider policing landscape and ensure services meet agreed programme delivery scope, quality and timescales.Ensure that through a detailed understanding of the wider policing operational landscape that relevant information is factored into the service design and delivery of new digital services and those that are to be rolled out retrospectively to forces. This will incorporate a range of responsibilities: Ensure relevant operational and national requirements are fed into the project lead to enable effective prioritisation by the Product Owners.Building effective relationships and working closely with the wider team who are dedicated to the operational development and delivery of digital services on SOH.Build trusted effective relationships with stakeholders across UK policing, becoming a Senior Subject Matter Expert in the operational elements of digital services as they are designed, developed and delivered.Ensuring forces on the platform are represented as stakeholders in the early stages of development through voicing their needs, and requirements for particular digital services as they are designed and developed.Ensuring relevant information is factored in for forces that are not yet within the transitional period, or yet on boarded to the platform, but have relevant operational information that needs to be considered in the early stages of digital service design.

Work day to day across the programme where there is a need for integrated and collaborative working, to problem solve to the benefit of operational policing and the wider Programme.Develop and maintain strategic relationships and knowledge within the operational police landscape, including agencies such as the NPCC, HMIC, and College of Policing.Through operational expertise, identify interdependencies for Single Online Home between police and other agencies, including the College of Policing, NPCC and the Home Office. Ensure these are understood in detail and fed into the work stream lead and wider SOH National Steering Group (NSG) at the earliest opportunity.Identifying risks and challenges in terms of service delivery of products in development to forces, and through early engagement and understanding of the current police landscape mitigate this.Working in collaboration with colleagues in the National Digital Team (NDT) to design, develop and pilot SOH Services that meet the policing and public needs.Work with the Services Delivery Lead to agree service release approach post pilot in the most appropriate manner.Working with the DPC leadership team and other project resources to ensure the successful delivery of the Single Online Home.Work closely with the Transition teams and the Services Transition Manager to handover products and share knowledge on the current landscape of policing in terms of particular service delivery to influence continuous improvement.The post holder will work closely with the Services SMEs to monitor progress, identify challenges and opportunities, escalating risks and issues to the Service Delivery Lead.Deputise for the Services Delivery Lead as required including line management responsibility for the Services Delivery Team of SMEs, Business Analysts, Transition and Project Managers, ensuring outputs are delivered to time, to quality and cost.Work alongside the Services Delivery Lead to allocate and prioritise project resources to the overall benefit of the programme. Provide on-call provision as part of the team to support our technical suppliers with operational policing tactical advice.

Behaviours

Inspirational Leadership demonstrating leadership versatility by motivating and inspiring people from disparate functions to embrace change.Stretching Performance, keeping groups with a range of capabilities focused on delivery.Relationship Leadership Cross matrix influencing, using a range of interpersonal approaches to win back across diverse interest groups.Collaboration by building reciprocal relationships across the programme and forces.

Principal Accountabilities

Accountable to NPCC Digital Public Contact SOH Services Delivery Lead

Please click on the below link to view an online candidate information pack that will you give you an insight into the Met, the competency framework we use which shapes our daily work behaviours, the application process and a host of other information, that will help inform and support your application:

https://sscl-innovation.com/MPScandidatepack/

Click the apply now button below and start your career at the Met. Applications will be via a Personal Statement (500 words max) and online application form. Your personal statement should include how you meet the required standard of knowledge, skills and experience for the role.

Completed applications must be submitted by 27th May 2022.

We view diversity as fundamental to our success. To tackle today’s complex policing challenges, we need a workforce made up from all of London’s communities. Applications from across the community are therefore essential.

As a Disability Confident Committed Employer the Met have committed to ensuring that disabled people and those with long-term health conditions have the opportunities to fulfil their potential and realise their aspirations.

www.metpolicecareers.co.uk

Knowledge, Skills and Experience

Background in policing essential.Experience of a senior management role within a complex change portfolio.Previous experience of working within a Subject Matter Expert role within the programme.Experience of influencing, negotiating with, and providing challenge to director level stakeholders.Detailed knowledge of existing SOH services, forces SOH landscape, national policing strategies and future DPC Roadmap ambitions.Knowledge of cross programme deliverables (e.g. IHub/ P.UK/Portal) including experience of resolving and escalating risks, issues and conflicts as necessary within a complex change portfolio.Current operational knowledge across a broad set of public facing policing services (such as crime reporting, road traffic incident reporting, firearms licencing, high harm/safeguarding) across multiple forces and potential back office systems integration.Understanding and experience of working in a range of different policing departments, particularly contact management, with an understanding of end to end processes as well as frontline service.Experience of project delivery in a policing context.An understanding from an operational perspective of the impact of the different SOH services, and an ability to identify and effectively translate positively to stakeholders how these will impact and change the day to day demand on front line services.Experience of self-sufficient problem solving in a partnership/stakeholder/multi-agency environment.Excellent verbal and written communications skills to produce required briefings and engage with stakeholders at all levels.Experience of managing suppliers and contractors, assuring quality and ensuring value for money.Experience of managing a team, setting a collaborative culture, building capability and creating an environment of continuous learning.Ability and confidence to work and think independently as well as part of a team.Confident use of technology and good grasp of digital agenda.