Enabling Services Strategic Review

Pre-Market Engagement (PME)

Background

Thames valley Police (TVP) is the largest non-metropolitan police force in the country and polices the counties of Oxfordshire, Berkshire and Buckinghamshire. It also provides services to a number of other forces under collaborative arrangements. The force employs nearly 10,000 officers and staff.

TVP, like so many organisations, is looking to improve the quality and efficiency of the services that the People and Financial Directorates and the Tasking & Resilience department (our Enabling Services) provide to the Force and their wider stakeholder requirements. The Enabling Services are therefore looking to transform the quality of the services it provides in terms of ensuring an excellent customer experience whilst also creating much greater insights to allow the Force to make better decisions. This is all against the backdrop of needing to reduce non-value-added costs and so deliver cashable savings to the Force.

The Force are looking to appoint by competitive process a strategic partner who can ensure we use our current systems to deliver on our ambitions.

Work to date has identified 3 essential first stage requirements.

• the implementation of a Transactional service centre

• Experience in building change programmes alongside the implementation of an integrated IT solution incorporating ITSM, CRM (incl CMDM) and Agentic AI and a single customer front end portal.

• The ability for improved decision making by ensuring that there is appropriate and accurate data/information available at the time required in a format to support decision makers.

• We are looking to appoint a strategic partner capable of delivering not just short-term change but to change the capabilities and culture of the organisation to ensure that continuous improvement becomes a core skill. This will mean that the Force's Enabling Services can manage change as an evolutionary internal process and not need to engage external consultancy support in the future. This will include a set of clear and achievable recommendations as to changes in the structure and delivery mechanisms for change management process and management within the Force. Customer focus and Data maturity sit alongside efficiency.

Followed by a Stage 2 Data Integration (this will be based upon the CMDB integration system.

Budget for the entire project across all phases will be in the region of £4m-£5m.