Latest / The DEX Show: A Show for IT Change Makers / Keep Calm and Carry on Being Proactive 🚆 (w/ the British Transport Police)

Transcript

Keep Calm and Carry on Being Proactive 🚆 (w/ the British Transport Police) · The DEX Show: A Show for IT Change Makers

• 0:01
  Speaker 1: Welcome it, change Makers to the Deck Show with Tim
• 0:05
  Speaker 1: Flower and Tom mcgra let's get into it.
• 0:08
  Speaker 2: Hello, change Makers, we're back. It's the Deck Show. So
• 0:13
  Speaker 2: I'm flying solo today, no Tim Flower, who's on a
• 0:15
  Speaker 2: well well earned sabbatical following his deck World tour. And
• 0:21
  Speaker 2: we we you know, it's kind of almost fitting because
• 0:24
  Speaker 2: we have a very kind of I think, a very
• 0:27
  Speaker 2: British themed guest an organization to join this solo British
• 0:32
  Speaker 2: host and that is Jackbourne, head of IT Operations at
• 0:36
  Speaker 2: the British Transport Police. Hello Jack, Welcome to the show, sir.
• 0:40
  Speaker 3: Yeah, Hi, good after, Thanks for having me over.
• 0:43
  Speaker 2: Great pleasure, great pleasure. Very interesting organization as we'll get to,
• 0:47
  Speaker 2: especially from an IT perspective, but for the listeners they
• 0:50
  Speaker 2: can't see it. But I have a big like a
• 0:52
  Speaker 2: happy birthday, would you say, like bunting behind me, and
• 0:57
  Speaker 2: so Jack came our happy birthday. It's your birthday and
• 0:59
  Speaker 2: it's not exactly but Jack, but we are. We are
• 1:02
  Speaker 2: moving through birthday season in my household, so all of
• 1:06
  Speaker 2: my children and then the tay and myself, we all
• 1:09
  Speaker 2: have like congested number of birthdays between April and May.
• 1:12
  Speaker 2: There's like five in quick succession. So we just we
• 1:16
  Speaker 2: put up some bunting at the beginning of it. We
• 1:17
  Speaker 2: just leave it there for like eight weeks. Basically.
• 1:20
  Speaker 3: That's he who knows when when this is released it
• 1:23
  Speaker 3: might be one of your children's birthdays or someone in
• 1:25
  Speaker 3: the household's birthdays. Happy birthday to them.
• 1:27
  Speaker 2: That's a really good point. I didn't I don't actually register.
• 1:31
  Speaker 2: We may have all grown up many, many, many years
• 1:33
  Speaker 2: by ven hope.
• 1:34
  Speaker 3: I'm sure.
• 1:34
  Speaker 2: I'm sure it won't be that long. But listen, I mean,
• 1:38
  Speaker 2: thanks so much for joining us, and I think a
• 1:40
  Speaker 2: great place to start. As I say, we do have
• 1:42
  Speaker 2: a very global audience out of there, and I wonder
• 1:46
  Speaker 2: how unique a service like the British Transport Police is
• 1:50
  Speaker 2: or isn't internationally, Jack, So let's begin, as it were,
• 1:54
  Speaker 2: with the basics. How would how would you describe the
• 1:57
  Speaker 2: structure and mission of the BTP?
• 2:00
  Speaker 3: First of all, yeah, so great question. I'm really glad
• 2:04
  Speaker 3: to have the opportunity to obviously talk about British Transport Police.
• 2:06
  Speaker 3: So we are the guardians of the railway. We're a
• 2:10
  Speaker 3: specialist and national police force that is responsible for policing
• 2:14
  Speaker 3: a railway network across England. Scotland and Wales, And just
• 2:18
  Speaker 3: to put that into sort of perspective, that's roughly one
• 2:22
  Speaker 3: point eight billion passenger rail journeys annually and billions of
• 2:27
  Speaker 3: freight obviously traving on the rail network throughout that time
• 2:30
  Speaker 3: as well. Our mission in terms of b TOPS is
• 2:33
  Speaker 3: obviously working together protecting the rail community and creating that
• 2:38
  Speaker 3: hostile environment for crime and criminality. And what we do
• 2:42
  Speaker 3: is we ensure the security of millions of people who
• 2:46
  Speaker 3: use the railway in Britain and we provide policing services
• 2:50
  Speaker 3: to rail operators, their staff, passengers and covering not only
• 2:55
  Speaker 3: the national rail network also systems like the London Underground
• 2:59
  Speaker 3: Doclrians like Railway and various obviously tram systems. And our
• 3:04
  Speaker 3: vision really is to be that sort of weld leading
• 3:06
  Speaker 3: police force that's trusted to provide safe, reliable railway, helping
• 3:11
  Speaker 3: and making people get home on time and safely. And
• 3:15
  Speaker 3: what I love about BTP is and what some of
• 3:18
  Speaker 3: your kind of listeners will be thinking really is, Okay, yeah,
• 3:21
  Speaker 3: we're a similar organization too many out there with our hardware,
• 3:25
  Speaker 3: perhaps our laptops, our HR, our people systems, our finance systems, etc.
• 3:31
  Speaker 3: But we've got some really cool technology as well, drones
• 3:35
  Speaker 3: and capabilities with dogs and firearms, tons of CCTV, sophisticated
• 3:40
  Speaker 3: network and it's all there to I guess, gather intelligence
• 3:44
  Speaker 3: and support criminal investigations. And it's really rewarding to know
• 3:49
  Speaker 3: that you're having that direct impact and what you're doing
• 3:52
  Speaker 3: within an IT environment, it's having that direct impact on supporting, protecting,
• 3:56
  Speaker 3: helping people and defeating criminality.
• 3:59
  Speaker 2: We do we don't have any of those terrifying AI
• 4:02
  Speaker 2: robot dogs yet, do you, Jack? No.
• 4:05
  Speaker 3: I did see an interesting article the other day in
• 4:08
  Speaker 3: terms of holographic policing, So who knows what the future
• 4:12
  Speaker 3: hold in that respect?
• 4:13
  Speaker 2: I don't know. Yeah, will will we live to CBDA
• 4:14
  Speaker 2: where we sat on a train in a sort of
• 4:16
  Speaker 2: one of those robot dogs kind of pads past us
• 4:19
  Speaker 2: gives us a quick scan of our of our terrifying
• 4:23
  Speaker 2: prospect that I was just curious before we get into it, Jack,
• 4:27
  Speaker 2: do you know that like is there is there is
• 4:30
  Speaker 2: the institution of the transport police in this country relatively unique,
• 4:35
  Speaker 2: completely normal in terms of there's a French transport police
• 4:39
  Speaker 2: and an American transport police. Do you have had perspective?
• 4:42
  Speaker 2: I guess it's so you probably meet colleagues from around
• 4:44
  Speaker 2: the world sometimes, don't you.
• 4:45
  Speaker 3: Yeah, indeed, Yeah, we we have a lot of sort
• 4:47
  Speaker 3: of international relationships. Obviously, there's there's Interpol across across the
• 4:52
  Speaker 3: top as well supporting and we have that kind of
• 4:55
  Speaker 3: great relationship. And if you look at kind of some
• 4:57
  Speaker 3: of our policing with the euro style with that kind
• 5:01
  Speaker 3: of direct link in as well.
• 5:02
  Speaker 4: We.
• 5:04
  Speaker 3: Cross border police, and I guess that's our uniqueness in
• 5:07
  Speaker 3: terms of being that national force where we operate with everybody,
• 5:12
  Speaker 3: We touch all of their other home office forces that
• 5:14
  Speaker 3: are out there, and like you say that international boundaries
• 5:17
  Speaker 3: as well, and we've done some great stuff around the globe.
• 5:20
  Speaker 3: But in terms of supporting that policing and almost giving
• 5:23
  Speaker 3: that specialist BTP touch and spin on policing on that
• 5:27
  Speaker 3: kind of national scale to kind of demonstrate the capabilities
• 5:30
  Speaker 3: that we really have and are capable.
• 5:32
  Speaker 2: Of doing fantastic And you already think of a sort
• 5:36
  Speaker 2: of a more mobile as it were, organization and transport police, right,
• 5:41
  Speaker 2: So what are some of the sort of standout challenges
• 5:44
  Speaker 2: that come with supporting what is I assume pretty disperse,
• 5:48
  Speaker 2: pretty mobile workforce overall.
• 5:50
  Speaker 3: Yeah, indeed, and I guess things spot on the noil
• 5:55
  Speaker 3: there really with that geographical spread, hardware support can obviously
• 6:00
  Speaker 3: be challenging covering the kind of three countries there with England,
• 6:03
  Speaker 3: Scotland and Wales, and some users or some employees may
• 6:09
  Speaker 3: never see an IT resource in their career, and that
• 6:11
  Speaker 3: could be a very long career hopefully with us at BTP,
• 6:15
  Speaker 3: because we are spanned across one hundred and seventy different
• 6:19
  Speaker 3: sites across those three countries. And the additional challenge we
• 6:22
  Speaker 3: have within there as well is obviously shift patterns of
• 6:25
  Speaker 3: officers and staff working throughout different times in the night,
• 6:30
  Speaker 3: in the day, and there's so many varied roles. I
• 6:34
  Speaker 3: guess within BTPs it's not just what people may think
• 6:37
  Speaker 3: or assume with that kind of frontline officer and all
• 6:42
  Speaker 3: that Bobby on the beat and then that kind of
• 6:44
  Speaker 3: support staff in the background. We within officers alone, there
• 6:47
  Speaker 3: are so many different varied roles and almost personas, if
• 6:51
  Speaker 3: you like, in terms of their digital experience that they
• 6:54
  Speaker 3: use and have, And I guess cross pollination can be
• 6:57
  Speaker 3: challenging because of that. That's first workforce, as you kind
• 7:01
  Speaker 3: of said, so they're kind of leaning over the shoulder
• 7:04
  Speaker 3: and somebody in the office said to me the other day, Oh, yeah,
• 7:07
  Speaker 3: we're trying to do something like this, and what capabilities
• 7:10
  Speaker 3: have we got And it was almost obvious to me.
• 7:13
  Speaker 3: But that kind of cross pollination where you think one
• 7:15
  Speaker 3: hundred and seventy sites, five thousand roughly employees, there's going
• 7:20
  Speaker 3: to be times where people won't have that, I guess
• 7:22
  Speaker 3: opportunity for that cross pollination and therefore systems that help
• 7:26
  Speaker 3: us with collaboration and communication. Technology is really important in
• 7:31
  Speaker 3: our organization, and there's always a right time as well.
• 7:35
  Speaker 3: In terms of communication. I always say, if we're leading
• 7:39
  Speaker 3: change and technology change, don't go too soon with the communication.
• 7:42
  Speaker 3: Who wants to know that this thing is coming when
• 7:45
  Speaker 3: they're really busy and bogged down with their day to
• 7:47
  Speaker 3: day work of constant updates, and this thing is coming,
• 7:50
  Speaker 3: it's coming, it's coming. I think what the feedback is
• 7:53
  Speaker 3: that we have is no tell us when it's imminent,
• 7:56
  Speaker 3: tell us when it's almost coming. Because sometimes change can
• 7:59
  Speaker 3: be slow. Sometimes change to be coming for a long time,
• 8:02
  Speaker 3: and we could be excited about things, but make it
• 8:05
  Speaker 3: relevant to their end users so they can easy more
• 8:07
  Speaker 3: easily adopt it and understand it. At the point and
• 8:10
  Speaker 3: time that's relevant and best sort of worthy to them.
• 8:14
  Speaker 2: Really absolutely, And you know, I don't think on the
• 8:17
  Speaker 2: deck show we've tended to associate like policing and digital
• 8:21
  Speaker 2: employee experience. But obviously, to you, dex is important, and
• 8:27
  Speaker 2: you know, maybe part of that is understanding what to
• 8:29
  Speaker 2: you and your your your your employees, good digital experience
• 8:34
  Speaker 2: looks like, and I say employees, I could be officer,
• 8:36
  Speaker 2: it could be a staff member on the front lines,
• 8:38
  Speaker 2: you know.
• 8:39
  Speaker 3: Yeah, indeed, And and for me, agile working and having
• 8:46
  Speaker 3: efficient and effective digital ways of working is key across
• 8:50
  Speaker 3: everything that they do. And I guess, like you said,
• 8:53
  Speaker 3: with an organization like ours, some some kind of I
• 8:56
  Speaker 3: guess buzzwords that are kind of real resonate with me.
• 8:59
  Speaker 3: And key in this area is that mobility, that connectivity
• 9:02
  Speaker 3: and that communication are so key. And one which I
• 9:05
  Speaker 3: think is almost underestimated at time is simplicity. I think
• 9:10
  Speaker 3: at times, particularly and sometimes a technology world, we can
• 9:14
  Speaker 3: we can perhaps over engineer things or make things perhaps
• 9:16
  Speaker 3: more complex than they need to be. And I guess
• 9:18
  Speaker 3: simplicity for me around a digital employee experience is one
• 9:23
  Speaker 3: of the foundations that we should all kind of start
• 9:26
  Speaker 3: with and link with. And something that I've recently been
• 9:30
  Speaker 3: doing and trying to embed across British Transport Police at
• 9:32
  Speaker 3: the moment is embedding guiding principles which for me will
• 9:38
  Speaker 3: help us with with digital adoption. And these digital kind
• 9:41
  Speaker 3: of guiding principles help kind of give us strategy directive
• 9:47
  Speaker 3: or or establish boundaries, allow us for something to work within.
• 9:50
  Speaker 2: And and for.
• 9:51
  Speaker 3: Me that those things and those those guiding principles they
• 9:54
  Speaker 3: need to be relevant, long lasting, have rationale for existence,
• 9:59
  Speaker 3: be easily digest and of course followed. So for me,
• 10:03
  Speaker 3: things like customer experience, simplicity, security requirements driven and exploiting
• 10:11
  Speaker 3: and managing data are absolutely prime examples of guiding principles
• 10:16
  Speaker 3: that we should almost use and deploy across all of
• 10:19
  Speaker 3: our work and things and change that we are doing
• 10:22
  Speaker 3: or delivering.
• 10:23
  Speaker 2: Absolutely, I mean in your context they're anything but sort
• 10:27
  Speaker 2: of hollow buzzwords, are they They're kind of deeply intrinsic
• 10:31
  Speaker 2: to what it means to actually deliver a service.
• 10:35
  Speaker 3: And I guess you're there. They could be buzzwords perhaps
• 10:41
  Speaker 3: if not implemented. Well, it's about keeping championing that change,
• 10:45
  Speaker 3: to drive it home, make sure it's understood and why
• 10:49
  Speaker 3: they're there in the first place, because I guess without it,
• 10:51
  Speaker 3: without guiding principles, change could go off on a tangent
• 10:54
  Speaker 3: and not go the right way or the way that
• 10:57
  Speaker 3: it's proposed to. And if if you miss off that
• 11:00
  Speaker 3: employee en user experience and you're delivering change, guess what,
• 11:05
  Speaker 3: your change may may not be as accepted as what
• 11:09
  Speaker 3: you'd perhaps hoped.
• 11:11
  Speaker 2: I mean, look, in the world of policing, we may
• 11:14
  Speaker 2: or may not be far from the aforementioned robot dog
• 11:17
  Speaker 2: that I seem to have a bit of a fixation
• 11:19
  Speaker 2: with right there. But we are away off, I would say,
• 11:23
  Speaker 2: from the pre cogs of minority report notoriety. If you've
• 11:29
  Speaker 2: seen that movie Jack, you know you've got vasically pre crime.
• 11:33
  Speaker 2: They're like psychic technological police force. But we have our
• 11:36
  Speaker 2: we have an equivalent, real world equivalent in it right,
• 11:40
  Speaker 2: which is proactive it preventative ital What does it mean
• 11:44
  Speaker 2: at the British Transport Police? What does it mean for you?
• 11:46
  Speaker 2: How do you define it? Why does it matter? And
• 11:49
  Speaker 2: how far along that that kind of endless journey to
• 11:52
  Speaker 2: proactivity or preventative predictive it?
• 11:55
  Speaker 3: Are you? Yeah? So I think you're right. I think
• 12:00
  Speaker 3: it is a journey. I think is the first thing
• 12:02
  Speaker 3: to kind of call out. And for me, that kind
• 12:05
  Speaker 3: of proactive analysis really is receiving those alerts and analysis
• 12:11
  Speaker 3: and and and being aware of it to then be
• 12:13
  Speaker 3: able to take that corrective action. Okay, we need to
• 12:18
  Speaker 3: use analytics to inform decision making. We do it throughout
• 12:21
  Speaker 3: our daily lives and in it it's it's it's no different.
• 12:24
  Speaker 3: You know, we gather the data, we pinpoint therefore what
• 12:28
  Speaker 3: the data says, and then we're able to act upon it. Okay.
• 12:32
  Speaker 3: So so for me in terms of that kind of
• 12:33
  Speaker 3: proactive experience, it's about pinpointing software and versions and being
• 12:40
  Speaker 3: able to push updates and take that correct corrective action
• 12:44
  Speaker 3: to overcome effectively the issue that that that might be
• 12:48
  Speaker 3: presenting itself. And I guess what we what we tend
• 12:51
  Speaker 3: to see and probably is is relatable across many organizations,
• 12:55
  Speaker 3: is those that suffer in silence, perhaps those that maybe
• 12:59
  Speaker 3: don't raise those service desk technology service desk calls and
• 13:04
  Speaker 3: perhaps suffer in silence. And I guess proactivity can help
• 13:08
  Speaker 3: to overcome that by investigating looking at some of those issues,
• 13:13
  Speaker 3: looking at some of those trends and thinking, Okay, what
• 13:15
  Speaker 3: can we do about this? Too? Effective improves the end
• 13:19
  Speaker 3: user experience, So for us, yeah, perhaps we're on the journey.
• 13:25
  Speaker 3: I think for next year. It's a real key ambition
• 13:29
  Speaker 3: for me to be exploring it further around how we
• 13:31
  Speaker 3: move from that reactive to proactive also with a preventative
• 13:36
  Speaker 3: mindset at the end of it. Okay, even if the
• 13:41
  Speaker 3: less the end user knows about the issues that they
• 13:44
  Speaker 3: have experienced or maybe about to experience, and the faster
• 13:48
  Speaker 3: quicker we can resolve them, whether that be in the
• 13:50
  Speaker 3: background without them knowing or with them, the faster quicker
• 13:55
  Speaker 3: we can do that with the less they know about it, obviously,
• 13:57
  Speaker 3: the greater the enjuriers, your experience is going to be
• 14:00
  Speaker 3: for them fantastic.
• 14:02
  Speaker 4: And can you give us an example, Jack, like one
• 14:06
  Speaker 4: super concrete example of how dex positively impacts the BTP
• 14:11
  Speaker 4: to kind of bring that to life a little more
• 14:14
  Speaker 4: kind of precisely.
• 14:15
  Speaker 3: Yeah, definitely. And the first one that springs to mind
• 14:18
  Speaker 3: really is and it seems so simple in practice. Yeah, Yeah,
• 14:23
  Speaker 3: it's effectiveness is incredible. It's a remote restart campaign. And
• 14:28
  Speaker 3: I guess what we saw and what we have seen
• 14:31
  Speaker 3: across British Transport Police is the typical service desk supporting
• 14:37
  Speaker 3: end users with calls for service by simply saying, have
• 14:41
  Speaker 3: you turned it on and turned it off again? Right?
• 14:43
  Speaker 3: Something familiar with the ages gone by, the simple switch
• 14:47
  Speaker 3: it off, switch it on again, as it resolved your issue.
• 14:49
  Speaker 3: And I guess some of that from a technical perspective,
• 14:52
  Speaker 3: it's not too technical. It's probably likely because of background
• 14:55
  Speaker 3: updates or policies not being applied, and therefore a good
• 14:58
  Speaker 3: old fashioned reboot or a kick is what's needed. And
• 15:03
  Speaker 3: what we did was we kind of understood this end
• 15:05
  Speaker 3: user experience of maybe not shutting down a laptop or
• 15:08
  Speaker 3: restarting at night from quickly simple simply start it up
• 15:12
  Speaker 3: in the morning the next day and continue where I
• 15:15
  Speaker 3: left off. What we needed to do is kind of
• 15:19
  Speaker 3: overcome that so that updates would be pushed out, restarts
• 15:22
  Speaker 3: would occur, and what we did was deploy a remote
• 15:24
  Speaker 3: restart campaign which which could only be deferred a couple
• 15:29
  Speaker 3: of times, and that significantly improved the end user experience
• 15:33
  Speaker 3: because that meant that policies are applied, updates occurred pretty
• 15:38
  Speaker 3: rapidly and people on the latest and best and greatest
• 15:41
  Speaker 3: versions that we know are in support and the best
• 15:46
  Speaker 3: delivering the best end user experience that they could ask for. Really,
• 15:48
  Speaker 3: So for me, remote restart campaign is definitely one that
• 15:53
  Speaker 3: there's been a real success for us. And if I
• 15:58
  Speaker 3: made to a second one that into mind, we're talking
• 16:01
  Speaker 3: to you about, this one is actually utilizing again data
• 16:06
  Speaker 3: and analytics to inform that end user experience, and what
• 16:10
  Speaker 3: we're doing at the moment is kind of on that
• 16:12
  Speaker 3: modern management journey with a new platform for device management,
• 16:18
  Speaker 3: and we've seen some great improvements across things like boot
• 16:21
  Speaker 3: time and dex scores, and just to put that into
• 16:24
  Speaker 3: perspective with that kind of that, yes, it's a mass
• 16:27
  Speaker 3: upgrade of a new platform around device management. In life management,
• 16:34
  Speaker 3: the average brute time has actually changed from two minutes
• 16:39
  Speaker 3: down to just thirty nine seconds, and across other scores,
• 16:44
  Speaker 3: we've seen the DEX score increase from a thirty one
• 16:49
  Speaker 3: up to something like an eighty eight. So the work
• 16:53
  Speaker 3: that we're doing around change in the background around all
• 16:57
  Speaker 3: of our systems, platforms and services, we're seeing some real
• 17:00
  Speaker 3: great improvements and the use of analytics is really helping
• 17:04
  Speaker 3: us to understand see and engage with that juruser experience
• 17:08
  Speaker 3: and that injuries of journey and be real sured that
• 17:12
  Speaker 3: the improvements and change we are making and delivering is
• 17:15
  Speaker 3: having a real positive impact because we can see it
• 17:17
  Speaker 3: in the analytics and the school's coming back to us absolutely.
• 17:21
  Speaker 2: And you know, harkening back to your to your first example, there,
• 17:23
  Speaker 2: it today should really be asking itself? Have we turned
• 17:26
  Speaker 2: it off and off and on again? Shouldn't it? It
• 17:29
  Speaker 2: shouldn't be asked, it should be self inquiry. Now, So
• 17:37
  Speaker 2: I assume elements of the BTP were technologically fairly conservative
• 17:43
  Speaker 2: not long ago, and how would you chart the development
• 17:49
  Speaker 2: of that perspective? Is then more strategic recognition for it,
• 17:52
  Speaker 2: for instance now compared to say five years ago, would
• 17:55
  Speaker 2: you say, and where does it go from here?
• 17:58
  Speaker 3: Yeah? Definitely? So I t everyone's using it right, name
• 18:05
  Speaker 3: name a process without it these these these days, it's everywhere, right,
• 18:11
  Speaker 3: And I guess we we have therefore a greater reliance
• 18:15
  Speaker 3: on it, and therefore we've got a greater reliance understanding
• 18:20
  Speaker 3: and also desire for dex and digital employee experience right
• 18:25
  Speaker 3: we It's it's pivotal and we need to be be
• 18:28
  Speaker 3: understanding how we've come through from this kind of evolution
• 18:33
  Speaker 3: around utilization of technology now looking at analytical insights and
• 18:37
  Speaker 3: no longer is it those those kind of days of
• 18:40
  Speaker 3: supply and demand. We're actually looking at Okay, what what
• 18:45
  Speaker 3: what is it that you're trying to achieve? What what
• 18:47
  Speaker 3: is your score? Utilize analytics so that we can now
• 18:50
  Speaker 3: see take action, be on that journey with you rather
• 18:54
  Speaker 3: than just a supply of providing you with something. Okay,
• 18:57
  Speaker 3: And I guess pivotal to all of this is obviously
• 19:01
  Speaker 3: change and adoption. I know something that you and Tim
• 19:05
  Speaker 3: talk heavily about on your show is that kind of
• 19:09
  Speaker 3: user adoption and how key and peopletol that that is
• 19:14
  Speaker 3: to technology and everything that we do. It's not about
• 19:17
  Speaker 3: just delivering something, but it's being on that journey with
• 19:20
  Speaker 3: the end user, aligning to the strategy and the goals
• 19:23
  Speaker 3: of the organization, and embedding technology, embedding decks so that
• 19:29
  Speaker 3: we know that our people at the end of it
• 19:31
  Speaker 3: around what they're trying to do in their many varied roles,
• 19:34
  Speaker 3: can achieve the outcomes that they desire in their kind
• 19:37
  Speaker 3: of working practices.
• 19:38
  Speaker 2: Really beautiful, it's a good vision and this is a
• 19:42
  Speaker 2: fun one for you, Jack. I was happy with this.
• 19:44
  Speaker 2: So if you had a magic wand and you could
• 19:46
  Speaker 2: instantly fix or automate any major challenge across any major
• 19:51
  Speaker 2: challenge across your IT landscape, which would it be.
• 19:55
  Speaker 3: It's a great question and a great power in terms
• 20:01
  Speaker 3: of the magic one, if only. Okay, So for me,
• 20:07
  Speaker 3: I think, and something I always talk about is I
• 20:11
  Speaker 3: think there was an article probably quite a few years
• 20:13
  Speaker 3: ago now that I always refer back to seeing which
• 20:17
  Speaker 3: was how that the most valuable resource was no longer oil,
• 20:22
  Speaker 3: but in fact actually was data, and therefore sort of
• 20:27
  Speaker 3: managing exploiting data, making sure that we're not falling behind
• 20:31
  Speaker 3: is a real key one. And even in any sort
• 20:35
  Speaker 3: of police strategy or report you look at, it will
• 20:40
  Speaker 3: refer to along the lines of something that the pace
• 20:43
  Speaker 3: and change of today will never be this slow again. Okay,
• 20:47
  Speaker 3: So for me, I think it's about using the magic
• 20:51
  Speaker 3: wand will most create integration and connectivity across policing. At times,
• 20:58
  Speaker 3: we have many blue light organizations that do the same
• 21:06
  Speaker 3: thing in probably many different ways, with buying their own
• 21:09
  Speaker 3: finance system, procurement system, a system that does that, an
• 21:12
  Speaker 3: application that does that, infrastructure that does this, hardware that
• 21:15
  Speaker 3: does this, and I think we can be joined up
• 21:18
  Speaker 3: a lot greater and better. It's not to say that
• 21:20
  Speaker 3: we aren't, because we are. There's a lot of great
• 21:22
  Speaker 3: practices and processes out there where where we have some
• 21:25
  Speaker 3: great partnership working out there cross blue light organizations. But
• 21:30
  Speaker 3: in a technology and systems and application sense, I think
• 21:34
  Speaker 3: we can have much greater into into integration connectivity across
• 21:39
  Speaker 3: pleasing blue light systems so that we can achieve that
• 21:44
  Speaker 3: that exploitation of data and use it to its maximum
• 21:50
  Speaker 3: best business benefit.
• 21:52
  Speaker 2: Right, so that I already I already kind we already
• 21:55
  Speaker 2: I already kind of raised this with you. But just
• 21:58
  Speaker 2: looking ahead, you know, and almost every professional, whatever field
• 22:01
  Speaker 2: you're in, you know, the truly passionate professional, they look ahead,
• 22:05
  Speaker 2: they know it exactly what excites from about their job
• 22:07
  Speaker 2: in the coming years, exactly what they want to achieve,
• 22:10
  Speaker 2: what stands out to you on that horizon.
• 22:15
  Speaker 3: So, for me, improving that digit went Jews experience right
• 22:20
  Speaker 3: known shock considering the show that we're on here today,
• 22:24
  Speaker 3: right for me, yeah, it's improved that digit went user
• 22:29
  Speaker 3: experience in a wide sense. Right. How is that achieved? Though?
• 22:33
  Speaker 3: I guess is probably the key in coret question, Right,
• 22:36
  Speaker 3: we need to do it by innovating new services, enhancing
• 22:40
  Speaker 3: self service and streamlining processes and optimizing. Really this and
• 22:46
  Speaker 3: this is a key, key one that I want to
• 22:49
  Speaker 3: pay a lot of attention to over the next year. Right,
• 22:52
  Speaker 3: we pay a lot of attention or deliver change with
• 22:55
  Speaker 3: always adding more or delivering this this new app that
• 22:59
  Speaker 3: does this, or this new process that does this, and
• 23:01
  Speaker 3: we're kind of all, we're really good at adding more
• 23:05
  Speaker 3: and adding more layers. But all that does is obviously
• 23:08
  Speaker 3: leads to people perhaps doing more times. And for me,
• 23:12
  Speaker 3: it's it's using tools, skills, AI opportunities, things like that
• 23:18
  Speaker 3: to optimize, streamline, remove, take away, simplify for that end
• 23:26
  Speaker 3: user experience so that it's a in a real simplistic,
• 23:29
  Speaker 3: easy to deliver manner so that people could be the
• 23:33
  Speaker 3: most effective and efficient self they can be. And I
• 23:37
  Speaker 3: guess all of that is needs to be linked to
• 23:42
  Speaker 3: the strategic objectives of the organization, making sure that what
• 23:47
  Speaker 3: we are doing and delivering in terms of change, in
• 23:50
  Speaker 3: terms of that ambition of a digital employee experience is
• 23:54
  Speaker 3: underpinned by that kind of organizational umbrella of organizational strategy
• 23:58
  Speaker 3: and objectives that we are We are one love it.
• 24:02
  Speaker 2: That's a great vision and a great Your passion is
• 24:06
  Speaker 2: very evident, Jack, And what I was thinking earlier about
• 24:09
  Speaker 2: the show is, yes, it's a very British theme, but
• 24:13
  Speaker 2: what I love about it is, you know, anybody who's
• 24:15
  Speaker 2: visited London, anybody who's visited the UK, you know they've
• 24:19
  Speaker 2: they've gone straight to the Gatwick Express, or they've taken
• 24:21
  Speaker 2: the tuban from hethrow and you know they've probably seen
• 24:24
  Speaker 2: something about the British Transport Police. It might have seen
• 24:26
  Speaker 2: one of your officers, surely seen one of your posters,
• 24:28
  Speaker 2: and they've been in safe hands, being in safe hands
• 24:31
  Speaker 2: because of you, right, And.
• 24:32
  Speaker 3: That's that's right. And I guess a key one I
• 24:36
  Speaker 3: probably couldn't come in here without saying it, but a
• 24:38
  Speaker 3: lot that will be familiar with and we'll play in
• 24:41
  Speaker 3: people's heads and minds if they're thinking of us. It's
• 24:46
  Speaker 3: sorted to text you six six if you ever need
• 24:50
  Speaker 3: US or British Transfer Police obviously nine nine nine in
• 24:53
  Speaker 3: an emergency. If not text six six you'll be in
• 24:58
  Speaker 3: direct contact five two x with our control rooms and
• 25:01
  Speaker 3: receive the support and help you may need.
• 25:04
  Speaker 2: And who knows, Jack, perhaps you need to well, I
• 25:07
  Speaker 2: hope you don't. It's the number you might want to
• 25:09
  Speaker 2: have in mind if you're visiting the UK, perhaps for
• 25:13
  Speaker 2: next Think Experience twenty twenty five. You see what I did?
• 25:16
  Speaker 1: There?
• 25:16
  Speaker 3: See who you did?
• 25:17
  Speaker 2: Is coming to and there's going to plug the London
• 25:19
  Speaker 2: event today because it's only it's only us. London is here, Okay,
• 25:23
  Speaker 2: thirtieth of September to the first of October London. The
• 25:26
  Speaker 2: UK links will be in the shows. They'll be links
• 25:29
  Speaker 2: to the Boston Boston show as well. I'm sorry, I'm
• 25:31
  Speaker 2: not not trying to exclude our larger pair audience. I
• 25:34
  Speaker 2: promise just a little plug for the London event at
• 25:38
  Speaker 2: the Intercontinent for London, the biggest, best, longest experience yet.
• 25:43
  Speaker 2: Will you be there, Jack, I will be there.
• 25:46
  Speaker 3: I will be there. I have my ticket, I'm signed
• 25:48
  Speaker 3: up and I yeah, really looking forward to it, looking
• 25:50
  Speaker 3: forward to meeting yourself and in him as well.
• 25:54
  Speaker 2: Phenomenal phenomena And I should say, you know it's a
• 25:56
  Speaker 2: Boston the fourteenth to the fifteenth of October at Omni
• 25:59
  Speaker 2: C What links in this show? Note you should be
• 26:01
  Speaker 2: at iver event depending on which part of the world
• 26:04
  Speaker 2: you live in. Jack, Great, great pleasure, to have you
• 26:07
  Speaker 2: on the show. Appreciate your work as an organization, and
• 26:11
  Speaker 2: I've loved hearing about hearing a bit more about what
• 26:14
  Speaker 2: goes into it from a kind of technological perspective. Extremely
• 26:19
  Speaker 2: interesting and look forward to meeting you in London this
• 26:21
  Speaker 2: year too.
• 26:22
  Speaker 3: Thank you really appreciate the opportunity and I'm glad to
• 26:25
  Speaker 3: be showcasing the work of British Transport. Place.
• 26:28
  Speaker 1: To make sure that you never miss an episode, subscribe
• 26:30
  Speaker 1: to the show in Apple Podcasts, Spotify, or your favorite
• 26:33
  Speaker 1: podcast player, and if you're listening on Apple Podcasts, make
• 26:37
  Speaker 1: sure to leave a rating of the show. Just have
• 26:39
  Speaker 1: the number of stars you think the podcast deserves. If
• 26:42
  Speaker 1: you'd like to learn more about how Next Thing can
• 26:44
  Speaker 1: help me improve your digital employee experience, head over to
• 26:47
  Speaker 1: next Think dot com. Thank you so much for listening.
• 26:50
  Speaker 1: Until next time,