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16 | Reach Issue 5 2013

Airwave’s End User Engagement (EUE) team has a mission to help users make the most of the Airwave Service. The team aims to encourage users to ask as many questions as they need to ensure full understanding of the features and benets, and also to make Airwave aware of opportunities to enhance the user experience.

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ecause the EUE team visits user premises, the sessions are usually single agency only. However, when Surrey Police invited the team to work with their users, the programme became a masterclass in multi-agency co-operation. Surrey Police has very close working relationships with Surrey Fire and Rescue Service, the South East Coast Ambulance Service (SECAMB), local authorities and the Highways Agency. The EUE

was designed to include users from all these organisations. Sessions were run at various locations across the county over a three week period and users from all agencies were encouraged to discuss their queries and opinions – not only on the Airwave Service but also on the use of mobile data terminals and PDAs supplied by Kelvin Connect, the Airwave company that provides the devices and mobile data capabilities such

as stop and search. Surrey Police provided additional support and expertise from their Force Control room and their Airwave ‘Super-User’ team – user experts who pass on their knowledge and expertise. They are the point of contact for any questions or concerns raised by users within their organisation The EUE initiative was instigated by Superintendent Sue Lampard of Surrey Police. Sue is also President of British APCO (Association of

Inter-agency communicati bene t Surrey’s public saf