A comprehensive, self-serve portal lets citizens check their case status and message directly with their officer — while also lowering contact center call volumes.
Thames Valley Police (TVP) and Hampshire & Isle of Wight Constabulary (HIOWC) are regional police forces in England responsible for protecting communities and maintaining law and order for 5 million citizens. Each year, they receive 1.3 million calls from the public — roughly 400,000 of which were nonemergency calls seeking case updates.
For victims, especially those with high-harm cases, the process could be difficult and potentially worsen trauma.
“Imagine you've reported a crime being investigated, and you want an update,” said Tom Boyd, Digital Product Manager. “You have to explain to a stranger what happened to you all over again — that can understandably be re-traumatizing.”
TVP and HIOWC saw an opportunity to improve victim communication from report to resolution — bringing more empathy while easing digital demand and keeping emergency lines open.
To transform the victim journey and elevate the overall citizen experience, TVP and HIOWC partnered with Salesforce Professional Services to build a secure, community-facing digital experience centered on a self-service portal.
Instead of calling the 101 line to get updates or check who’s assigned to their case, community members can log into the Citizen Portal to see case progress, receive updates, communicate directly with their officer in charge (OIC), or communicate with TVP and HIOWC’s AI agent Bobbi.
The portal keeps victims informed by automatically sending relevant updates through email and SMS as key milestones occur during the investigation.
For example, if someone files a report that their bike has been stolen, they can check the status of their investigation and message directly with the OIC if any questions come up. When the bike is recovered, the OIC will gather forensic evidence and then update the case status in the portal, which automatically notifies the victim that their bike has been recovered and where they can go to pick it up.
The Citizen Portal is built on Salesforce’s connected, open ecosystem, and MuleSoft is what holds it all together.
"MuleSoft enabled us to build the integration layer that takes all of our data and pushes it through — it does all the heavy lifting," said Rob Brind, Superintendent and Head of Operational Delivery for Contact Management.
Behind the scenes, the portal connects to legacy police systems so information stays synchronized across departments. MuleSoft detects when relevant case-related data changes and orchestrates its movement across these legacy back-office systems officers use every day:
When changes are detected, the updated data flows through MuleSoft, into Agentforce Service, and is surfaced in the portal.
Public Sector Solutions provides the structural foundation, supporting the portal and driving digital service delivery. On the front end, Agentforce Experience powers the public-facing interface, while on the back end, Agentforce Service acts as the system of work, bridging the gap between the citizen and police.
Delivered in just 15 weeks, the portal was the first of its kind in the U.K. Since launch, it's already done the equivalent of 31 peoples’ worth of work, saving them £1.4 million — while reducing contact center call volumes by 10%.
The portal also helps officers monitor their assigned cases more efficiently. Now, they can access 122 tailored templates within Salesforce that make it faster and easier to send timely, relevant updates as cases progress.
Just as important is the shift in experience for victims. Self-service tools, outreach options, and timely, automatic updates have contributed to a 15% improvement in TVP and HIOWC’s CSAT score.
“The Citizen Portal puts the control back in the hands of the victim, removes the re-traumatization, and makes the process a lot smoother,” said Boyd.
Call operators are seeing the benefits as well. “We’ve seen the impact and how it has influenced a drop in phone demand,” said Louise Castle, Operational Duty Manager. “It frees up our call handlers and makes us way more efficient in actually speaking to the public.”
With team members who had policing experience, the Salesforce team deeply grasped the challenges TVP and HIOWC faced. “Salesforce came in to understand the problem,” said Boyd. “They understood what we needed — it made a world of difference.”
MuleSoft connects and organizes data across TVP and HIOWC’s back-office solutions, ensuring the portal and services run on accurate, reliable information. “MuleSoft brought us ahead of the game in terms of our architecture. Now, we have an ecosystem we can leverage and build upon,” Brind said.
With the Salesforce Trust Layer, TVP and HIOWC could launch a secure portal while still protecting highly sensitive crime and victim data. With built-in safeguards for privacy and data access, confidential information stays protected as victims check case updates and communicate with officers.
Agentforce responds to nonemergency calls and detects high-risk cases, so citizens get assistance when they need it and operators can focus on emergencies.
See how the two forces are using Agentforce and an integrated portal to serve members of the public faster, provide updates, and make reporting crimes easier.
Two of England’s largest police forces, TVP and HIOWC serve over 4 million people across 3,800 square miles, responding to emergencies and investigating crime.
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