OIA Response IR 01 25 1420 signed.pdf

IR-01-25-1420
3 March 2025

Sam Redmond
[FYI request #29746 email]

Dear Sam,

Request for information

Thank you for your Official Information Act 1982 (OIA) request of 14 January 2025,
in which you requested information regarding software utilisation, costs, and future
capabilities in New Zealand Police Operations.

Please find a response to each part of your request below.

A comprehensive list of software tools developed in-house by the New Zealand
Police, such as the Investigation Management Tool (IMT).

Police develop several in-house applications (apps). The apps mentioned here are a
subset of a larger list. These are the apps Police are actively investing in, with over
$100,000 spent in the previous year:

•  Investigation Management Tool (IMT)
•  National Intelligence Application (NIA)
•  OnDuty
•  Situational Awareness Map (SAM)
•  Digital Notebook
•  Query Me
•  Police Record of Property (PROP).

A list of external y procured software solutions used by emergency call operators,
dispatchers, detectives, and police officers.

Police procure a large number of apps, the ones mentioned below are a subset of a
larger list. These apps are used frequently by the police, making them essential tools for
daily operations, and are considered business critical or above:
•  Computer Aided Dispatch (CAD)
•  Responder
•  Instant Connect
•  Whispir
•  iServ
•  Check Point
•  Appian Operational Workflow
•  Automated Fingerprint Identification System
•  DNA and Fingerprint Tracking System
•  Evidence.com
•  Watson Search Tool
•  Live Scan
•  Photo Manager Request

•  Blue Team
•  IA Pro, Police Infringement Processing System
•  Winscribe
•  Family Safety System
•  Pega.
   The estimated annual costs incurred in the development, maintenance, and updates
of in-house software for the last five financial years (2019–2024). If detailed yearly
costs are unavailable, an aggregated figure would suffice.

Please see attached Appendix A for this information.

How many employees in the organisation are assigned to software development
and upkeep (headcount or FTE)?

Please note that the numbers reflected below are not all full-time equivalent (FTE):

Permanent
113
Contractor
81
Fixed Term
5
Total
199

What are the primary applications in focus for the software team in 2025?

Police focus software development on meeting the needs of the Police to ensure
community safety, with the flexibility to adapt based on the operational environment they
encounter.

The annual expenditure on external software solutions relevant to the scope
above, broken down by software title or vendor for the last five financial years
(2019–2024).

This information is withheld under section 9(2)(b)(ii) of the OIA, as would be likely
unreasonably to prejudice the commercial position of the person who supplied or who is
the subject of the information.

For investigative and case management tools, what features are currently in
place to facilitate advanced search of case evidence and cross referencing with
other data sources, and are there any limitations in this process?

For investigative and case management tools, Police utilise Watson Search, which offers
advanced search capabilities for case evidence and facilitates cross-referencing with
other data sources. This tool enhances our ability to efficiently manage and analyse large
volumes of information. While Watson Search significantly improves our investigative
processes, we continuously evaluate and refine our tools to adapt to evolving needs and
ensure optimal performance.

If translators are utilised for emergency calls, what is the average response time
for connecting a translator to a non-English-speaking caller?

Please see attached Appendix B - NZ Police Jan 2025 Connecting Now Report.

What technology is currently deployed for real-time processing of emergency call
data? Specifically, are there systems in place for:
i. Real-time transcription of calls into text.
i . Live translation of emergency calls in multiple languages.
Police currently does not use real-time transcription of calls to text.
Are there any planned upgrades, trials, or evaluations for incorporating AI or
machine learning technologies into case management, image processing, or call
center operations?
- If yes, what challenges are these plans aiming to address, and what budgetary
allocations have been made?
Yes, there are ongoing efforts to explore the incorporation of AI technologies into various
aspects of Police operations, including case management, image processing, and call
centre operations. While we are actively exploring these options, we have not yet moved
into a position where we have identified specific areas or methods for implementation.
For new software acquisitions, what are the standard evaluation criteria and
timelines? How are features, security, and costs prioritised in decision-making?
For new software acquisitions, there is no ‘one size fits all’ evaluation criteria or timeline.
Technical and functional criteria are determined based on intended use, user profile of
internal and external users (if applicable), government protective security requirements
(in particular NZISM) and published guidance from the ICT Functional Lead for
government, the Department of Internal Affairs (DIA). Therefore, features, security,
costs, and other factors will be prioritised differently for different acquisitions. Timelines
are dependent on the nature of the required software and whether the purchase is an
open market process or from a Common Capability Contract established by DIA.
You have the right to seek an investigation and review by the Ombudsman of this
decision. Information about how to make a complaint is available at
www.ombudsman.parliament.nz or freephone 0800 802 602.
Yours sincerely
Matt Winter
Executive Director – Chief Information Officer
New Zealand Police

IR-01-25-1420 Appendix A
Capital Funding
Capex
Product
FY19/20
FY20/21
FY21/22
FY22/23
FY23/24
FY24/25
OnDuty
3,188,364 1,982,232 1,647,240
4,776,078
4,426,105
4,705,399
SAM/DAS
906,524 1,502,531
1,662,146
997,413
2,276,058
RIOD
0
0
1,933,568
1,634,112
1,497,882
Digital Notebook
0
0
2,060,577
1,700,304
1,203,733
NIA
1,869,335 2,211,897
2,324,786
3,627,775
3,829,056
IMT
2,253,403
883,236
3,524,445
3,326,527
2,571,838
QueryMe (Vetting)
0
0
500,693
499,831
0
Miscleneous Apps
0
0
0
0
1,183,828
3,188,364 7,011,494 6,244,904 16,782,293 16,212,067 17,267,794
Operational Funding
Opex
Product
FY19/20
FY20/21
FY21/22
FY22/23
FY23/24
FY24/25
OnDuty
0
200,805
960,050
1,507,562
1,817,700
SAM/DAS
0
207,488
208,939
146,132
199,210
RIOD
0
0
570,269
675,613
576,107
Digital Notebook
0
0
0
0
256,863
NIA
0
0
0
0
940,000
IMT
906,931
954,000
954,000
954,000
954,800
QueryMe (Vetting)
400,000
337,269
887,611
367,400
853,000
Miscleneous Apps
0
0
0
0
0
0 1,306,931 1,699,562
3,580,869
3,650,707
5,597,680
Total Funding
Total
Product
FY19/20
FY20/21
FY21/22
FY22/23
FY23/24
FY24/25
OnDuty
1,982,232 1,848,045
5,736,128
5,933,667
6,523,099
SAM/DAS
906,524 1,710,019
1,871,085
1,143,545
2,475,268
RIOD
0
0
2,503,837
2,309,725
2,073,989
Digital Notebook
0
0
2,060,577
1,700,304
1,460,596
NIA
1,869,335 2,211,897
2,324,786
3,627,775
4,769,056
IMT
3,160,334 1,837,236
4,478,445
4,280,527
3,526,638
QueryMe (Vetting)
400,000
337,269
1,388,304
867,231
853,000
Miscleneous Apps
0
0
0
0
1,183,828
0 8,318,425 7,944,466 20,363,162 19,862,774 22,865,474

NZ Police
Jan-2025
Produced : 2025-02-10 11:57

Report Summary
Offered Calls:
450
Last 6 Months
Answered Calls:
445
Last 6 Months
AHT:
18:46
Last 6 Months
ASA: 00:44
Last 6 Months
% UTS:
0%
Last 6 Months
Avg UTS Time: 01:44
Last 6 Months
% ABN:
1%
Last 6 Months
Avg ABN Time:
01:34
Last 6 Months
Languages Used:
29
Last 6 Months

Jan-2025 Statistics

Client Statistics
Client
Offer
Ans
UTS
Avg
ABN
Avg
ASA
AHT
Longest
UTS
ABN
NZ New Zealand
3
3
00:38
13:40
25:00
Police: Northland
NZ New Zealand
208
207
1
01:49
00:47
12:37
01:12:00
Police: Emergency Se
NZ New Zealand
97
95
1
01:44
1
01:30
00:35
23:56
01:26:00
Police:
Non-Emergenc
NZ New Zealand
8
8
00:42
15:00
30:00
Police: Victim Suppo
NZ New Zealand
5
5
01:48
33:48
01:27:00
Police: Southern
NZ New Zealand
12
12
01:23
29:35
01:28:00
Police: Canterbury
NZ New Zealand
8
7
1
01:07
00:36
09:34
30:00
Police: Wellington
NZ New Zealand
23
23
00:49
29:18
01:09:00
Police - Te Tari Par
NZ New Zealand
6
6
00:32
35:00
02:46:00
Police: Eastern
NZ New Zealand
28
27
1
01:52
00:37
22:24
02:07:00
Police: Auckland
NZ New Zealand
10
10
00:41
22:24
02:22:00
Police: Bay of Plent
NZ New Zealand
7
7
01:37
30:34
01:28:00
Police: Waikato
NZ New Zealand
21
21
00:25
19:02
01:19:00
Police: Counties Man
NZ New Zealand
10
10
00:28
28:12
02:25:00
Police: Waitemata
NZ New Zealand
2
2
01:15
06:00
07:00
Police: Central
NZ New Zealand
2
2
00:28
47:30
01:32:00
Police: Tasman
Total This Month
450
445
1
01:44
4
01:34
00:44
18:46
02:46:00

Language Statistics
Language
Offer
Ans
UTS
Avg
ABN
Avg
ASA
AHT
Longest
UTS
ABN
Amharic
2
2
01:12
15:00
27:00
Arabic
13
13
00:46
27:00
56:00
Bengali
3
3
00:27
07:20
15:00
Bislama
1
1
00:26
02:46:00
02:46:00
Burmese
7
6
1
01:52
01:08
15:50
46:00
Cambodian (Khmer)
1
1
00:22
24:00
24:00
Cantonese
7
7
00:25
21:34
55:00
Dari
2
2
00:38
30:00
30:00
Filipino (Tagalog)
2
2
05:26
46:00
01:28:00
French
5
4
1
01:49
05:41
08:30
15:00
Gujarati
1
1
00:22
15:00
15:00
Hindi
58
57
1
01:30
01:12
20:41
02:22:00
Italian
1
1
00:18
14:00
14:00
Japanese
8
8
00:39
14:37
41:00
Korean
13
13
01:10
23:00
50:00
Kurdish
1
1
00:34
07:00
07:00
Mandarin
202
202
00:28
15:50
01:26:00
Maori
1
1
00:21
19:00
19:00
Pashto (Pushto)
3
3
01:01
14:40
25:00
Persian (Farsi)
13
13
00:42
20:36
02:02:00
Portuguese
1
1
01:22
01:00
01:00
Punjabi
20
20
00:28
16:15
01:00:00
Rohingya
4
3
1
01:07
01:23
15:00
30:00
Russian
5
5
00:50
38:24
01:28:00
Samoan
12
12
00:20
13:25
34:00
Serbian
1
1
01:44
00:00
00:00
00:00
Spanish
16
16
01:49
32:33
02:07:00
Tongan
8
8
00:38
10:52
30:00
Vietnamese
39
39
00:26
21:27
02:25:00
Total This Month
450
445
1
01:44
4
01:34
00:44
18:46
02:46:00

Quality Assessment
For the month of Jan 82 Calls were Quality Assessed - ten metrics were used to assess the calls. These ten metrics are
detailed in the Definitions and Reference pages at the end of this report.
For this month, our overall score was 4.76
Based on the scale of 1-5, with 1 being below standard and 5 being exceed standard, our overall quality results were:
1 - Needs Significant Improvement
0 Call(s)  That Scored 0.00
2 - Needs Improvement
0 Call(s)  That Scored 0.00
3 - Working Towards Standard
5 Call(s)  That Scored 3.49
4 - Meets Standard
62 Call(s)  That Scored 4.81
5 - Exceeds Standard
15 Call(s)  That Scored 5.00
Themes:
One call had sound interference which appeared to be a telephony issue rather than background noise. We have
since tested this interpreters phone and have found that this is not an issue that continues.
Two calls were deemed unsatisfactory as the interpreter introduction was muffled and unclear; we have spoken to the
interpreter and provided them this feedback.
Two calls were deemed unsatisfactory as the interpreter concluded the call without a goodbye; the interpreter has
been provided this feedback.

Definitions and References
Our Quality Framework Commitments
Willingness & tone, prepared to take the call, introduce themselves in a polite and
Welcome
professional manner
Clean and clear introduction, including interpreter name, language and that they
Introduction
are acting on behalf of Connecting Now
No background noise, clear, concise, able to be heard, no phone coverage issues
Environment
Keeps an even pace, ensures the non English speaker and client have been able to
Pace Of Interaction
communicate
Shows a clear knowledge of the context of the call, shows a competent level of
Industry Knowledge
understanding of the industry in question
Shows a clear knowledge of the AUSIT and/or NZSTI code of conduct and conducts
Professional Conduct
themselves appropriately
Tone is professional and the interpreter is engaged in the entirety of the call
Tone & Personalisation
The use of industrial terminology, all information is accurate
Delivery & Communication
Utilises pauses, able to control inappropriate language/aggressive language
Call Control
andcalm the situation
Only translating what is being spoken, driving the most efficient conversation
Completeness Of Interpreting
NAATI Status
WTN
Working Towards NAATI
YTP
Yet To Provide NAATI Status
CI
Certified Interpreter
CPI
Certified Provisional Interpreter
REC
Recognized

Definitions and References
Report Summary
Offered Calls
Number of attempts to engage an interpreter over a period of one month
AHT
The average time engaging with an interpreter is over a period of one month
ASA
The average time it takes to find an interpreter, over the period of one month
% UTS
The percentage of attempts to find an interpreter where we were unsuccessful
% Abandoned
The percentage of attempts to find an interpreter where the client disconnected
before a successful connection was made
Languages Used
The total number of languages you used during the period of one month
Monthly Statistics
Handled Calls
The total number of calls successfully connected to an interpreter
Total Mins
Total number of Interpreter Mins Consumed during the month
Average Talk Time
The average time engaging with an interpreter is over a period of one month
Average Ans Time
The average time it takes to find an interpreter, over the period of one month
Top Five Languages Used
Count of calls for the top five languages over the previous month
In Hours
Calls Handled In Hours as per your contract
Out of Hours
Calls Handled Out of Hours as per your contract
Language Statistics
Langauge
The language requested by your client or your staff member
Offer
Number of attempts to engage an interpreter over a period of one month
Ans
The total number of calls successfully connected to an interpreter
% Ans
The percentage of successful attempts to find an interpreter
ASA
The average time it takes to find an interpreter, over the period of one month
AHT
The average time engaging with an interpreter is over a period of one month
Longest
The longest time engaging with an interpreter, over a period of one month
The data presented in this report is accurate as of the publication date. Please note that figures may change over time.