Pass is all you will ever need to Pass your police Sergeants exam and/or police Inspectors exam!

Getting the Foundations Right

Year 2001 was a very successful time for DETAIL, giving exceptional growth opportunities based on the revenue afforded from the Government's Individual Learning Agreement [ILA] scheme. V2.01 of PASS was launched this year, in August, in line with the 2002 Blackstone Manuals. Extensive user feedback was incorporated into version 2.01 of PASS, with the PASS Engine becoming much more stable providing a productive tool from which users could study. Additional complimentary features were added such as the Timetabling and Analysis functions. Numerous testimonials were received from users praising it's unique feature set, with them particularly appreciating PASS's ability to generate Questions specifically for their own requirements.

In September 2001, DETAIL were awarded the UK's 'Start-Up-Stars' by HSBC, Sky News and The Daily Express. This national award was given to DETAIL after it's panel of judges decided that DETAIL were the 'Start-Up-Star' out of over 1,000 entries within the UK.

Year 2001 also saw us create the CARD system. This bespoke software client-server application was built around DETAIL's business requirements to become market leaders in providing customer care and satisfaction. CARD ( Customer Administration Record Database ) provides customer satisfaction from the moment they first contact DETAIL, to order their product, through all the intervening processes to the point of delivery and beyond. In addition it provides facilities to handle order processing, payment calculations, course bookings, royalty calculations, profit/loss, direct mailers (paper based/email) and numerous forms of executive information which the management team use to shape the future direction of DETAIL on a daily, weekly, monthly basis. The management team felt that CARD was critical to the long-term success of DETAIL. Having it in place was imperative before any future products were developed. Processes which had been taking staff several days to complete are now being completed at a touch of a button.

We also developed a 'sticky' web-site, designed for repeated customer viewing which also has a facility to order our products on-line. Each time a customer enters our website, their email address is captured and this forms an avenue for free customer advertising. Because PASS is able to generate unlimited questions (unlike our competitors who use static questions) there is no commercial loss to us when we publish any of the questions which PASS generates. Thus daily our web site generates a "Question Of The Day" which uniquely appears on our site. Since it's launch we have had over 20,000 visitors with 40% of our orders coming from our web site. Our web marketing campaign was started in this year, with us now becoming the no. 1 listed provider of distance learning materials for Police Officers on numerous web search engines.

Our Automated Telephone Ordering/Registration system was developed this year. This investment into developing an automated telephone system, along with CARD and our Web Site we felt were the cornerstones upon which Detail would flourish in the coming years. As our customer base was made up of operational Police Officers working varying shift systems how would we provide a quality 24 Hour customer support system ? The only way to do this was to automate the process of ordering and registering our products. Together with our web site and the automated Ordering/Registration system we were now able to provide a 24 hour customer focused, service facility. This was further enhanced by the development of our Customer Charter, from which there are clearly laid out standards of how our Customer Operators will deliver a quality service to our customers.

A digital telephone system was installed into our head office in Penarth, from which 16 ISDN 2 lines feed our Queuing System. This queuing system became a necessity due to the demand which PASS generated in the later part of the year. At it's peak we were taking over 300 telephone calls an hour from customers. This was further expanded with the installation of a dedicated internet line which allowed our web server to provide a reliable and speedy service to our web customers who now use our PASS ONLINE facility.

*The police exam questions contained within both Pass and Pass Online are fully in line with the Centrex Ospre® syllabus and the current Blackstones Manuals. They can be used for any of the police Ospre® Pt 1 exams and also the National Investigators Exam.*