Major software issue occurred in PSNI system for managing emergency calls | Computer Weekly

"A "major issue" with the ControlWorks software used by police to monitor emergency calls led to a delay in officers receiving critical information during a fast-moving investigation, Computer Weekly has learned. The Police Service of Northern Ireland (PSNI) uses ControlWorks as part of its command and control system. The software is primarily used for managing, logging and categorising calls received by the emergency services from the public."

"A PSNI ControlWorks operator indicated to frontline officers that alerts on the system related to the investigation could be lost or delayed, Computer Weekly has been told. Later, a senior officer in the case confirmed that a crucial tip-off in the fast-moving police inquiry was delayed because of an issue with ControlWorks. The PSNI told Computer Weekly that there had been no incidents with ControlWorks that had led to loss of data, and that if there were issues, any delays to police response time would be minimal."

ControlWorks is used by the Police Service of Northern Ireland for command and control, managing, logging and categorising emergency calls. A major issue in 2020 delayed passing information to an inquiry team until the day after receipt, and an operator warned frontline officers that related alerts could be lost or delayed. A senior officer confirmed a crucial tip-off was delayed. PSNI states no data loss occurred and any response delays would be minimal. PSNI records incidents and escalates serious incidents to the supplier. ControlWorks includes computer-aided dispatch and CRM features and was installed across three regional centres from February 2018 under a multi-year Capita contract.

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