GoodSAM

Thames Valley Police, in line with many other forces and emergency services, are now using the innovative communication system GoodSAM. This provides us with additional ways to communicate and engage with members of the public who call us for assistance.

What is GoodSAM?

GoodSAM is a communication system which is designed for the emergency services. It allows members of the public to share their GPS location, live stream video, chat via messaging, and communicate with us via a video consultation.

The system works by sending out a web link via SMS or email on your smartphone.

GoodSAM provides a more effective service to the public by allowing us to send the most appropriate resources, gathering evidence of any crimes being committed, and providing an exact location to catch offenders and bring them to justice.

How does it work?

Upon contacting Thames Valley Police, if the operator deems fitting, you will be sent a web link via SMS or email via your smartphone. Once you click the link, you will be asked to grant permission, this will then start the connection.

The operators on the phone call will discuss with you the reasoning behind wanting to use GoodSAM. Some of these reasons could include: requiring access to your exact location, wanting to visually see what you are seeing to better decide how we can assist you, wanting to use this to record evidence; or to help us monitor the situation whilst we are on the way. The phone call will remain on during the GoodSAM process.

GoodSAM is only used with your consent, and you can end this at any time by asking the operator to end the link or by clicking the red cross at the bottom of the screen.

Does it require a phone signal?

Using GoodSAM for live streaming does require a mobile data or Wi-Fi connection, however the live streaming is compressed and optimised to require little mobile data usage. This also makes the system discreet for situations when discretion is needed. If you are connected to Wi-Fi, mobile data will not be used. If you are using mobile data, you may not be charged as there are many mobile networks who do not charge customers for their usage of GoodSAM.

What data is collected and what happens with it after the connection?

To begin the live streaming, GoodSAM will ask for your email or your phone number. The service will access your IP address, any live or recorded media your share, and your GPS co-ordinates if consent is given. This information is all destroyed after 31 days, unless footage is required in evidence – again with your consent.

The police will not have access to your personal mobile data during or after the GoodSAM connection, they can only see the information or streaming you provide via GoodSAM. Once the connection is ended, there is no access to your video or microphone.

How does GoodSAM help the force and members of the public?

GoodSAM has been invaluable in helping our contact management staff locate people in need through GPS systems, while also providing a visual representation of the incident to help us gather more evidence. The benefits of our contact management team being able to see what the caller is sharing can be very useful, particularly when the caller is in distress, or unable to explain their surroundings or what is happening

The system can also be used to help locate missing persons and even signpost the nearest defibrillator in times of need.

GoodSAM can also be used to have scheduled consultations with the police. This can be useful in instances where you do not want people around you to know you have had a police presence – or discretion is needed. The police may advise an in-person presence is needed in light of the video consultation - depending on the situation at hand.

What about security?

The GoodSAM platform has been through a rigorous security assessment, and all data (both data being transmitted, and data being stored) is fully encrypted.