At the Field Service Management 2011, Superintendent Martin will be specifically speaking on how to successful implement mobility solutions. IQPC recently interviewed Superintendent Martin. To listen to his exclusive interview with IQPC, please visit: http://bit.ly/e6EQ1L For more information about the event, please visit www.fsmaustralia.com.au or call +61 2 9229 1000.

1. MEDIA RELEASE
What the WA Police have in common with
Customer Management
Sydney, Australia (18th February 2011) - Customer service and customer
management aren’t terms often associated with the police force. But
Superintendent Lance Martin APM, Western Australian Police’s Programme
Manager for Business Technology Delivery, is out to prove that the two have
more in common than most people think.
Speaking at IQPC’s Annual Field Service Management 2011, Superintendent
Martin will show customer management professionals how the WA Police
have improved their customer service through the adoption of workforce
mobility technologies in the space of just five years.
“Good service is seen as a key factor in overall business continuity approach,”
stressed Superintendent Martin, “there are strong similar between what
[commercial organisations] do and the services provided by the police”.
In particular, the WA Police draws up historical customer data to service
communities. For example, when responding to an emergency call, they will
bring up past information that may be required to resolve the incident or
provide better assistance. This process is identical to many customer
management teams who will deploy field service workers to respond to
customer requests and issues.
With over 6,500 staff members across the state, the WA Police is a major
adopter of new and emerging field service technologies to ensure speedy
dispatch of their workforce to service communities.
Compared to most organisations, WA Police have strict Key Performance
Indicators in relation to their workforce deployment. For example, for high risk
incidents, they have a nine minute response timeframe. In relation to
investigative-type incidents, such as burglaries or stealing, they have a 20
minute response rate. This compares to other organisations that can take up
to four hours for field crew to service to customers.
At the Field Service Management 2011, Superintendent Martin will be
specifically speaking on how to successful implement mobility solutions. IQPC
recently interviewed Superintendent Martin. To listen to his exclusive interview
with IQPC, please visit: http://bit.ly/e6EQ1L
For more information about the event, please visit www.fsmaustralia.com.au
or call +61 2 9229 1000.

2. MEDIA RELEASE
For further information contact:
Arthur Chan
Online Communications Manager
IQPC Australia
Ph: (02) 9229 1092
Email: arthur.chan@iqpc.com.au
OR visit www.fsmaustralia.com.au
About IQPC
IQPC provides business executives around the world with tailored practical conferences, large scale events, topical
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and the regulatory landscape. IQPC's large scale conferences are market leading “must attend” events for their
respective industries.
IQPC produces more than 1,500 events annually around the world, and continues to grow. Founded in 1973, IQPC
now has offices in major cities across six continents including: Berlin, Dubai, London, New York, Sao Paulo,
Singapore, Stockholm, and Sydney — with additional openings scheduled for 2008. IQPC leverages a global
research base of best practices to produce an unrivalled portfolio of conferences.
T: (02) 9229 1000 F: (02) 9223 2622 E: enquire@iqpc.com.au W www.fsmaustralia.com.au