Serco extends partnership with Victoria Police

Serco is extending its partnership with Victoria Police (VicPol), continuing to operate the Victorian Police Assistance Line (PAL) and Online Reporting (OLR) service due to a two-year contract extension.

The PAL and OLR are community resources that allow community members to report non-emergency crimes and obtain helpful advice and information. 

As the key point of contact for non-emergency outreach to Victoria’s local police stations, Serco has managed 650,000 community contacts across the PAL and OLR in the past 12 months, and more than 3.5 million calls from Victorian community members through the PAL since Serco began contract operations for VicPol in 2019.  

Serco recently delivered a significant OLR uplift project for the PAL, simplifying user experience and adding new categories such as burglary and motor vehicle theft.

Serco’s community services MD Jeannine Biviano said the partnership through the PAL and OLR has significantly impacted frontline policing, freeing up more than 105,000 hours in 2024 alone.

“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,” she said.

Last month, VicPol signed a $185 million renewal of its now decade-long IT support agreement with Kinetic IT, covering statewide end-to-end IT services for another three years