Victoria Police & Serco renew partnership, boosting efficiency

Victoria Police and Serco have agreed to extend their partnership, a move that is projected to free up more than 100,000 hours annually for frontline policing across Victoria.

Under the renewed agreement, Serco will continue to operate the Victoria Police Assistance Line (PAL) and Online Reporting (OLR) service, two community resources designed to handle non-emergency crime reports and provide advice to the public. These services are positioned as central to improving police efficiency and public safety, freeing police officers to focus on critical incidents.

Enhanced frontline capacity

Serco's partnership with Victoria Police is reported to have already contributed to significant time savings for frontline police. In 2024 alone, the partnership is credited with freeing more than 105,000 hours through the use of PAL and OLR services.

"Our partnership with Victoria Police through the PAL and OLR has significantly impacted frontline policing, freeing up more than 105,000 hours in 2024 alone, and enabling police officers to focus more on urgent and complex issues, enhancing overall public safety," said Jeannine Biviano, Serco's Community Services Managing Director.

According to Serco, these services facilitate the reporting of non-urgent crime and community concerns in a way that reduces demand on frontline police resources, allowing law enforcement to attend to higher-priority matters more efficiently.

Community utilisation

Serco reports that in the past year, approximately 650,000 community contacts were managed through PAL and OLR. Since the PAL contract's inception in 2019, Serco has handled more than 3.5 million calls from Victorian community members.

"The service has proven to be an integral resource for the community by offering a vital link between the public and the police, ensuring that non-urgent crimes and concerns are addressed efficiently and effectively," Ms Biviano said.

The PAL and OLR function as the main point of contact for non-emergency interactions with Victoria Police, enabling the public to participate in community safety without overburdening emergency services.

Focus on digital services

Serco states that part of its emphasis is on digital advancements and customer service, with the goal of simplifying and enhancing the reporting process for the public. As part of ongoing efforts to improve these services, Serco recently completed what it describes as a significant OLR uplift project to the PAL, which is intended to make digital crime reporting more accessible to community members.

Ms Biviano commented on the company's ongoing commitment, saying, "We are committed to continuing our work with the Police Assistance Line and Online Reporting, providing a service that keeps our communities safe."

Contract extension

The extension agreement can run for up to two more years, continuing a collaboration that both parties say adds value and efficiency to policing operations in Victoria. Serco emphasised the impact of its partnership in supporting Victoria Police's ability to address critical incidents while ensuring the broader community remains supported through responsive non-emergency services.

Serco expressed intention to remain focused on continuous improvement in customer experience for members of the public who use PAL and OLR, as well as a commitment to contributing to community safety in the coming years.