Christopher Gooch Email & Phone Number

- Creation of social media strategy - the MPS were the first UK Police Service to deal with allegations of crime via social media - the MPS Control Room now handles over 2.1 million social messages per year, servicing 8.6 million Londoners.- First UK Police Service to implement Single Online Home ("building the world's biggest online police station"), implementing a wide range of transactional services and business processes, with citizen usage growing from 0% to 20% of all crime reported to the MPS.- Design and implementation of the Secure Forms Portal to handle digital form submissions received via the SOH website and our partner agencies, which is now used to triage and process over 350,000 online submissions per year.- First UK Police Service to introduce Robotics Process Automation into a Control Room. Process design, mapping and integration of a RPA solution for online crime form submissions which now handles almost 200,000 reports per year.- First UK Police Service to successfully deploy Live Chat as a support channel within the Control Room. - Ongoing strategic partnerships with senior stakeholders across the organisation, along with community groups, the technology sector, other public sector agencies and the NPCC Digital Policing Portfolio.- Winner of MPS Police Staff of the Year 2018.- Highly Commended Finalist in the Best Use of Voice of the Customer category at the Engage Business Awards 2019.- Finalist in World Class Policing Awards 2019.- Finalist in Leader of the Year category at Control Room Awards 2020.- Winner of Bronze Award for Digital Team of the Year at the UK National Contact Centre Awards 2020. - Recipient of Assistant Commissioner’s Commendation 2020.- Winner of Team of Year at Control Room Awards 2021.

- Supervising the response to 999 emergency and 101 non-emergency calls via Computer Aided Despatch within a 24-hour command & control contact centre, co-ordinating both public and officer safety and ensuring business continuity at all times.- Monitoring high profile incidents, handling sensitive intelligence, managing complaints and liaising effectively with all stakeholders across the MPS, partner agencies and the public.- Directing team response to changing priorities and demands in order to maximise efficiency and maintain a strict service-level agreement, whilst conducting quality assurance checks to deliver a high quality service.- Analysing and assessing incidents according to criminal and civil law, ensuring adherence to legislation, National Crime Reporting Standards (NCRS), National Contact Management Standards (NCMS) and MPS Standard Operating Procedures.- Performance Management of a team - improving individual and team performance through ongoing monitoring via statistical analysis and feedback, producing and delivering regular team briefing packages, compiling written reports, personal development reviews and evaluating staff performance via daily quality assurances. Briefing and debriefing staff, prior, during and after critical incidents.- HR Management of staff - including handling welfare needs, training, flexible working, payroll queries and discipline issues. Interviewing new recruits and assessing internal candidates for promotion.

Ma, Film, Merit

Ba (Hons), Film, 2:1