In 2015, West Midlands Police (WMP) committed to a striking transformation programme that would help the force meet current and future policing needs, manage citizen expectations and reduce cost across its operations.
Known as WMP2020, the five-year vision creates a bold new model for policing that brings unparalleled change to the way the force operates. WMP expects to improve effectiveness and increase efficiency using innovative digital technologies and evidence-based, preventative policing techniques.
"We’re able to see a much more agile organisation, far more empowered with the information and tools to prevent crime, protect the public, and help those in need."
Chief Constable West Midlands Police
largest force in England and Wales
The new face of crime needs a new form of policing. Silent crime, such as violence in the home, is on the rise. Traditional criminals are turning to cybercrime as online threats increase in frequency and sophistication. Citizens have high expectations for a faster, easier and more personal service.
With a need to raise performance using existing resources and reduced budgets, the Police and Crime Commissioner looked at how WMP could partner with the private sector to improve outcomes for the citizens of the West Midlands and proactively reduce future demand for services.
Initial steps included evaluating the current police organisation’s structure and size, ways of working, culture, performance, calls for service ("demand") and technology enablers to find the gaps between its existing operations and the vision for 2020.
The blueprint was informed by extensive consultation between the police and the public:
responses to social media campaign
people gave feedback at 18 roadshows
events with partner agencies
call-backs to victims
"We see Accenture as a key partner as we continue our transformation journey."
Chief Constable West Midlands Police
WMP identified six fundamental pillars that were essential in shaping the blueprint that would deliver the WMP2020 vision
we trust our people
information drives our actions
designed to listen and reassure
geared to prevent harm
respond at pace
learn and adapt
"Unless we’re updating someone over the airwaves or over a help desk, we’ve had to go into the station and manually log on to a computer and update a log with the result of what we have done and what has happened. We can do that on mobiles now ourselves, I can access emails or logs and I can update things whilst I’m out and about."
West Midlands Police Officer
"It logs and tells you just how far you have got with your case and all the important details you need to know, it tells you how long it may take the police to get back in touch with you, it keeps you up to date and lets you know exactly what you want to know. To me the idea is fantastic, this is one of those things I can see making a really big change on how the police and community engage."
West Midlands Citizen
By creating an Innovation and Integration Partnership (IIP) with Accenture, WMP was able to share accountability, risk and outcomes while enhancing flexibility and knowledge right from the start.
The importance of combining a people-first approach with new digital ways of working cannot be underestimated. WMP is seeing improvements that are both financial and non-financial—efficiencies through streamlined processes, increased productivity, and better access to information for officers.
Body-worn Videos and Secure Storage Database
Data from 1,500 body-worn videos can be accessed remotely.
Over 3,000 officers in response, Force Support and neighbourhood policing have access to a secure, scalable mobile platform.
Real-Time Intelligence Center
A new 24/7 team pushes out real-time intelligence to response officers.
Predict future outcomes, patterns and trends to deliver preventative policing
Digital Experience for Citizens
Non-emergency calls moved to a more cost effective, easy-to-use website with option to engage via webchat.
“Our people are key to influencing behaviour change and new ways of working. The 30 Day Challenge provided an interactive way that supported colleagues to understand the value of digital in connecting with the public; showed we trusted them to use digital channels to connect with citizens; gave them the confidence to start to advocate with citizens and was the foundation for our ongoing digital revolution in West Midlands Police. It was a lot of fun too and generated real excitement and interest. We have seen increases in citizen use of online channels which continue to grow and enable us to improve the service we provide through policing. Remember…if it’s not 999 contact WMP Online.
Chief Superintendent Sally Bourner, Senior Responsible Officer for the project at the time of the 30 Day Challenge.
Managing Director, Global Public Safety, Accenture
Managing Director, Client Account Lead, Accenture
Managing Director, Transformation Portfolio Lead, Accenture