Answering the Call: Technology in Modern Policing

The CCS Insight Podcast

Digital transformation is reshaping organizations in all industries, enabling them to improve efficiency, enhance service delivery and optimize resources. In the private sector, businesses have embraced cloud computing, automation and AI to streamline operations and improve customer engagement.

The public sector has traditionally lagged behind, constrained by old systems, siloed data and complex regulatory requirements. However, rising service demands and shifting user expectations are driving a renewed urgency to modernize operations and adopt more agile, technology-driven approaches. In policing, digital innovation is transforming contact management, improving citizen engagement and enabling more effective resource allocation.

To hear how one of the UK's largest police forces is approaching this challenge, we spoke with Thomas Boyd, Operations Manager for Change and Continuous Improvement, and Superintendent Rob Brind, Head of Operational Delivery for Contact Management, from Thames Valley Police and the Hampshire and Isle of Wight Constabulary.

The discussion explored how digital tools, underpinned by platforms from the likes of Salesforce, are transforming front-line services and driving efficiency in enterprises. This companion report highlights the Thames Valley Police and the Hampshire and Isle of Wight Constabulary's modernization strategy and broader lessons for enterprise transformation.

The episode explores:

• The challenge of modernizing public service operations.
• A cloud-based approach to digital transformation.
• Use of digital tools and automation.
• The future of AI in the public sector.

CCS Insight has produced a free report detailing the key points of the podcast discussion, available here.