National Services Media Line - Lessons Learned by Mark Swift

Constructive Suggestion

markswift1976 — 2025-06-30 09:50:00 UTC

Plus point

markswift1976 — 2025-06-30 09:52:00 UTC

Could do better

markswift1976 — 2025-06-30 13:49:23 UTC

What to consider

markswift1976 — 2025-06-30 13:49:35 UTC

Consider all areas including:

What went well? Why?

What didn't go well? Why?

What improvements are needed?

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markswift1976 — 2025-06-30 13:49:51 UTC

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markswift1976 — 2025-06-30 14:31:08 UTC

markswift1976 — 2025-06-30 14:50:07 UTC

Time scale for Training requirements

2025-08-11 10:36:49 UTC

Although it was a very short notice set up, one of the first resources should be Who is going to do the work, where are they coming from, are they able to do this, how long will it take to get them in place. Then, How will they be trained, who will train them, what will they train them with. how long does it take to align resources to train, how long does it take to make training materials. What are the IT requirements, how long do they take.

Data

markswift1976 — 2025-09-16 10:11:22 UTC

Lack of data regarding volumes.

FTE assumptions

markswift1976 — 2025-09-16 10:12:18 UTC

We correctly predicted the 2 FTE required. Working well with secondary skills.

Testing

markswift1976 — 2025-09-16 10:14:45 UTC

All went fine other than a few changes to wording and opening times. Could have made sure we had this correct in the first place.

Emailed Comms

markswift1976 — 2025-09-16 10:17:47 UTC

Some misunderstanding around comms on what Crime were doing and who was responsible. Would have been a good idea to involve Crime CAs and SOs before sending comms out.

Corporate Comms

markswift1976 — 2025-09-16 10:18:57 UTC

Went well. Landed well with the Media who saw it as a positive step. Once the first couple of weeks were out of the way, media now feel they are getting a more consistent approach.

User Group

markswift1976 — 2025-09-16 10:21:15 UTC

Were initially frustrated with the need to do hand offs. We need to look at the hand off process and make it more efficient. There is still some responsibility with the courts when the CTSC need to send a hand-off, this wasn't make clear in the comms. Positive feedback is that it is quicker to get through and get info, but we need to work on the process becoming more efficient.

ID

markswift1976 — 2025-09-16 10:22:38 UTC

Feedback is that they are needing to provide ID on a more regular basis as we don't have the knowledge of individuals and orgs and are asking for it more often.

Emails

markswift1976 — 2025-09-16 10:24:20 UTC

We didn't plan on taking emails, but we did start recieving them early on so we have updated the process to include emails and working well now.

Scotland

markswift1976 — 2025-09-16 10:25:14 UTC

We didn't mention that the NSML wouldn't be dealing with cases from Scotland in the comms.

Knowledge

markswift1976 — 2025-09-16 10:27:00 UTC

Some of the staff did find it overwhelming in the beginning. A lot of different service lines covered so some uncertainty. Links with the other areas have made it easy for us to find info.

Crime

markswift1976 — 2025-09-16 10:27:52 UTC

Requests came from NSML to Crime for info on their media call processes to reduce hand-offs.

Call Listening

markswift1976 — 2025-09-16 10:28:34 UTC

Listening to recorded calls as a group as really helped with confidence.

Staffing

markswift1976 — 2025-09-16 10:29:38 UTC

Getting the right time of people on the team. Those that are confident in dealing with more difficult calls.

Team Readiness

markswift1976 — 2025-09-16 10:32:23 UTC

Team felt ready and once calls started coming through their confidence grew.

Bringing in Crime

markswift1976 — 2025-09-16 10:37:25 UTC

Centralising all media calls on one team (possible over two venues) so that press have a single point of contact. There is a paper in at the moment asking for this to be considered.

Change Team Involvement

markswift1976 — 2025-09-16 10:39:23 UTC

Would have been more supportive to have more change involvement for a good few weeks after go live.

Teams Channel

markswift1976 — 2025-09-16 10:39:51 UTC

Really useful. Great for engaging with the comms team and it is still being used now.

BBC Article

markswift1976 — 2025-09-16 10:41:07 UTC

Was really able to test the concept of the NSML as we saw a rise in calls. Other services weren't getting calls about it but the NSML did.

FAQs

markswift1976 — 2025-09-16 10:42:07 UTC

Put together an FAQ sheet to help with future training. Caroline to share.

Change Managers

markswift1976 — 2025-09-16 10:42:42 UTC

Try and have one Change Manager that deals throughout the project where possible.

Phase 1 and 2

markswift1976 — 2025-09-16 10:44:18 UTC

Was a good call to split into two phases as it would have been too much to learn in one go. Caroline/Doug to canvas staff on how they found it and if they are ok with navigating all the systems.