When Thames Valley Police and Hampshire & Isle of Wight Constabulary needed to replace a legacy IT service management platform within a fixed timeframe, continuity of service was non-negotiable. Supporting over 15,000 officers and staff and managing around 10,000 IT incidents each month, the forces required a solution that could be deployed rapidly while also creating a foundation for future innovation. Rather than simply replicating existing processes, the forces used the opportunity to reimagine how IT support is delivered. Built on Salesforce and powered by Agentforce IT Service, the new platform combines modern service management with AI-driven self-service capabilities, enabling users to access support more quickly, reducing reliance on manual processes and laying the foundations for agentic automation across the organisation.
Thames Valley Police (TVP) and Hampshire & Isle of Wight Constabulary (HIWOC) are among the largest territorial police forces in England serving diverse communities across urban, rural and coastal areas. Together they support millions of residents and operate a wide range of specialist policing services.
Behind frontline operations sits a complex technology estate that enables officers and staff to perform their roles effectively. Ensuring those systems remain available, secure and well supported is critical to operational policing.
An opportunity to rethink IT support
Across both forces, the Information and Communication technology (ICT) function manages thousands of incidents and service requests every month, covering everything from hardware provisioning and software access to operational equipment and specialist systems.
As demand continued to grow, the forces recognised the need for a service management platform that could deliver greater efficiency for IT teams while improving the experience for officers and staff seeking support.
At the same time, the incumbent IT service management platform was approaching end of life, creating a fixed deadline for transition. While this introduced urgency, it also created a unique opportunity to rethink how services could be delivered and accessed in the future.
The objective was not simply to replace a system, but to create a modern, scalable service management capability that would support current operational needs while enabling the adoption of AI-driven services in the years ahead.
From service desk to intelligent service platform
To meet the time-critical transition and keep services running without disruption, we deployed Agentforce IT Service, built on the Salesforce platform, providing a more flexible foundation for how IT services could evolve.
We began by standing up a minimum viable capability at pace, ensuring essential services were up and running from day one. This included a robust incident management setup alongside a structured IT service catalogue, giving officers and staff a simple way to report issues, request new equipment, access software and get the help they needed.
As the platform continues to evolve, this foundation has expanded to include Change, Problem and Release Management, giving IT teams greater control over planned changes, recurring issues and software deployments across both forces.
From the outset, autonomous agents have been embedded into the service experience. Rather than relying solely on tickets moving through the service desk, these agents can understand requests, triage them, and in many cases resolve issues before they need to reach the force’s IT team.
"We aren't just using chatbots; we are deploying autonomous agents that will understand context, triage tickets, and resolve issues before a human even needs to intervene. " - John Faux, Director of Joint ICT at Thames Valley Police and Hampshire & Isle of Wight Constabulary
