Joined-up Offender Management

co-produced by probation service users, peer mentors & probation staff & volunteers

also involved charities, private providers, local authority, NHS, police, even a premiership rugby club!


  • improve communication & relationships
  • between Offender Managers & Service Users
  • enable Service User self-service & improve self-reliance
  • support Service User organisation
  • improving compliance & appointments attendance rates
  • reduce probation staff wasteful & admin activities
  • increase Service User feedback mechanisms
  • to drive service improvements

Solution Overview

Connecting up the team

Volunteers enrol service users into Connect at their initial meeting

Probation staff including PO/PSO, support, specialists & supervisors are organised into teams supporting a number of service users

Probation volunteers, peer mentors, staff from other organisations & family & friends are brought into a wider support network around ther service user when & where appropriate

All in the probation team can communicate with each other & all of their service users via Connect

Service users can send & receive messages to & from Connect users via text messaging on their mobile phones

Any/all of the service user's support network can also be in 2-way contact with the service user

Communicate via any device

Connect is available to probation staff on their computer on the secure OMNI network when at their desks & smart phones & tablets when mobile

Connect is available to Service users & all others involved in their rehabilitation via any internet connected device & via their mobile phones

Service users can contact their support team directly via text messaging, which is intercepted by Connect & made available in the Conversation Centre & via email &/or text message as configured by the user in their preferences

Self-Service Appointment Booking

All users have a Planner recording what is planned (e.g. appointments, events). Staff & service providers can create availability slots one-off or on a repeating schedule which are available to service users for self-service booking. Busy slots can also be created.

Service users can book by visiting the planner of the appropriate member of their via Connect on a computer, smart phone, tablet or kiosk and booking into a slot directly or they can merely send keyword "book" to the member of staff via a text message from their mobile phone. The virtual personal assistant (a Bot) of the team member responds on their behalf, offering slot choices via a text message in reply. The service user replies with the chosen slot number (e.g. "book 4") & the bot then updates the team member's planner with the appointment details, creates an appointment in the planner of the service user, schedules both reminders for the service user before the event and a feedback request immediately after the event via text messages

Simple, convenient information sharing

Service users, their probation team & support network can share information through the service user's Backpack

Service user can store important information such as their compact, education & training certificates, CV and driver's licence in their Backpack for instant access when needed

Probation team & support network members can also load items from their devices or the Resource Centre into the service user's Backpack through Connect or email

Service users can send backpack items to anyone's email address via a text message to Connect

Common Knowledge Base

Instead of information being scattered across shared folders, intranets, in drawers & filing cabinets everything is now available in one place - the Resource Centre

Each team, department, office & organisation can have their own Resource Centre with Resources particularly pertinent to them

Resources marked as public are accessible to Resource Centres at a higher level & all public resources are accessible in the top level Resource Centre

Access permissions can be set at any level and items can be shared with individuals and groups, through their backpacks or email


The journal is a shared time-based record of things that have happened. From basic text notes and comments, through appointments and events to specific record types added by particular apps

There is a single place to look to see what has happened, so all involved are kept in the picture. Integration with the notifications service let's people know proactively when particular types of events happen or don't, so that they can take action were appropriate

On returning from leave I accomplished in 30mins, with the help of Connect, what would normally have taken me most of the day

Mike Q - Probation officer


Core Apps & Services Employed

  • Personal Profile
  • Contacts Book
  • Conversation Centre
  • Notifications & Alerts
  • App Flows
  • Journal
  • Backpack
  • Planner
  • Self-service Booking
  • Resource Centre
  • Groups
  • Invitations
  • Achievements
  • Ratings
  • Comments
  • Settings
  • PHIL
  • Open Authentication
  • Access Control
  • Bots & Smart Agents
  • Admin

Solution Specific Components

  • Pods
  • professional teams working with groups of offenders
  • probation staff see all staff & service users in pod, but service users only see staff
  • Accredited Browse Down
  • nodes on both external internet & internal probation secure (IL3) Omni network
  • enhanced functionality & data access for staff on Omni network
  • standard functionality availability to all via internet
  • Knowledge Base
  • multi-level (regional, city/ town, office) knowledge base
  • easily searched & items shared
  • leverages Resource Centre