Witness Engagement Journey overview
The Witness Care solution was developed on the success of the Victim's Journey. Working in partnership with the Humberside Police Force, we created a service that reflects how Witness Care teams operate on a day-to-day basis. At its core is a Salesforce case management solution, configured to manage witness cases as they move through the court process. Case tasks are assigned and tracked inside the system at each stage of the court process, removing the need for inboxes and spreadsheets. Case data flows directly from Niche (a police records management system) via the MuleSoft system integration platform, ensuring everything remains in sync.
Witnesses of crime can now interact through the self-service My Police Portal. They can access court case information, receive notifications, provide their availability for court hearings and interact directly with the Witness Care team to ask questions without needing to make a call.
Tasking, communication and case tracking are all managed in one place. Case Officers get a clear view of tasks and status. Spending less time chasing emails or updating spreadsheets means more time can be focused on supporting people.
My Police Portal provides witnesses with a simple and reliable way to stay informed and respond promptly, without delays, confusion or chasing. That means better court attendance and stronger engagement.
Every update, message and task is logged automatically. Team Leaders have full oversight of caseloads, with a clear audit trail. Live reporting supports performance, safeguards, and enables continuous improvement.
