Police freed up to spend more time on the frontline as Victoria Police and Serco extend partnership

Serco is delighted to extend our partnership with Victoria Police (VicPol), which will ensure more than 100,000 hours are freed up for frontline policing each year, contributing to the Victorian Government's commitment to keeping the community safe.  

Serco will continue to operate the Victorian Police Assistance Line (PAL) and Online Reporting (OLR) service, which are essential community resources that allow community members to report non-emergency crimes and obtain helpful advice and information. These services play a critical role in enhancing community safety and enabling more efficient police procedures, including freeing up valuable hours for frontline policing.  

Serco's focus on digital innovation and customer service makes it easier and simpler for community members to report crime.  

Jeannine Biviano, Serco’s Community Services Managing Director, said this contract extension reflects the quality of our service and the commitment of our teams to providing outstanding support to the Victorian community.  

“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 Ms Biviano.  

As the key point of contact for non-emergency outreach to Victoria’s local police stations, Serco is proud to have 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 in 2019.  

“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.  

"We are committed to continuing our work with the Police Assistance Line and Online Reporting, providing a service that keeps our communities safe.”  

As part of Serco’s commitment to continuously improving the customer experience, Serco recently delivered a significant OLR uplift project for the PAL, making it even easier for community members to report crimes digitally.   

With the announcement of our contract extension for up to two years, Serco looks forward to continuing our partnership with VicPol to deliver value, efficiency and innovation to Victoria’s police force and community. Most importantly, Serco looks forward to continuing to play a key role in helping keep people safe.