Driving Usage: Analysis of a System Change
Problem overview – The company in question provides computer-automated updates to victims of crime concerning the incarceration status of their offenders, a program aimed at keeping crime victims safe from being re-victimized. The system is set up through local jails, prisons or sheriff’s departments and then introduced to the general public. It is free and available 24/7, yet it is up to the individual citizen to call the system (toll-free) and register for automated notifications by phone, text or email. When a new victim notification system is introduced in a community, there is an announcement made through the media, but after a period of time public usage of the system typically falls off and, in some cases, dwindles to almost nothing. This has caused contract cancellations in many locations. The challenge has been to change the set-up process to address this problem so that crime victims are always aware that this system is available to them. Consequently, “victim call transfer” was created to correct the problem, to be integrated in all new client projects. This analysis draws from the Natural System model because it involves the integration and cooperation of all key sections within the company, all of which have a stake in victim call transfer because it has the ability to increase usage of the company’s entire victim notification service (Heil, 2013).
The process – To begin with, the victim call transfer feature must be inserted into the overall project implementation job list, a comprehensive checklist that is used to schedule and track all new notification systems nationwide, from beginning to end. This list also serves as a kind of mutually understood roadmap between the company and its clients, who are primarily law enforcement agencies. Once the transfer function is inserted in the appropriate spot in the overall installation sequence, the organization’s assigned project manager is responsible for coordinating with the client’s on-site technical personnel to make sure the appropriate support individuals on-site are aware of this step and know what is expected of them.
Next, the organization’s scripting department must develop a phone script that is appropriate to the specific needs of that community’s victim notification service. This step includes writing simple, easy-to-understand information and instructions so that when a victim contacts the jail or prison, he or she can be transferred automatically to the organization’s notification service. Once there, the victim can then register to be notified automatically when there is a change in their offender’s incarceration status (i.e. when they are released). Ultimately, this step will successfully inform an individual who has called their local jail or prison that by simply pressing a button on their phone, they will be transferred automatically to a system that can help them right away.
The next step is to physically record the script that has been prepared. This is done in a sound-proof booth at the organization’s facilities, a step that is not unlike what takes place during a musical recording session. Sound levels are carefully set and checked, and the script reader’s diction and pacing are also carefully monitored to ensure that the script is easily understood once
it is implemented in the client’s notification service. Once the recording is satisfactorily completed, it is layered into the proper sequence within the client’s victim notification platform. (A client may request that the script recording for victim call transfer be performed by an individual whose voice is already used in the existing jail or prison phone system, in the interests of continuity.) Then, the lead project engineer assigned to that client calls the primary contact (usually someone designated by the local law enforcement agency), and informs them that the victim call transfer