Transforming the Victim Journey
in 10 Weeks

Durham Constabulary set out to create a clearer, more reassuring experience for victims of crime. That vision became reality in just 10 weeks, delivering a connected digital service that transformed the victim journey and supported 9 of the 12 Victim Code of Practice (VCOP) criteria.

Durham Constabulary set out to improve the experience of crime victims while easing the demand on its frontline services. Every day, the force’s contact centres handled a large number of calls from victims seeking updates on their cases.

The Durham Constabulary leadership team recognised that victims wanted timely, relevant information about their case, delivered through convenient channels, without needing to call. Reducing this “failure demand” became a central ambition. The vision was to create a digital service that could share in-context updates, empower victims to self-serve, and strengthen trust in the force’s communication.

How we made it work

Over two years, Infomentum worked in close partnership with the force to bring their ambition to life. The core solution was delivered in just 10 weeks, the fastest force deployment to date, and has since been operating at scale for a full year. Together, we reimagined the relationship between the force and the communities it serves. The focus was not simply on building a system but on reshaping how people engage, using technology to deliver clarity, transparency and reassurance.

The result was the MyPolice Portal, a digital space where victims can securely access the status of their cases and receive relevant messages at exactly the right moment. Behind the scenes, the platform connects key operational systems to ensure the information is accurate, consistent and easy to access. Victims of crime no longer need to call for updates. They receive in-context messages about the status of a crime at the right time.

Durham’s contact centre teams have embraced the change. What once required countless hours responding to routine updates now happens seamlessly in the background, freeing resources to support urgent and high-priority calls. The project reflects the force’s broader commitment to modern, people-centred policing.

What we achieved

One year after the system’s launch, the transformation is evident. Durham Constabulary has recorded 36,000 fewer non-emergency (101) calls, a reduction of around 15%, alongside 4,000 fewer emergency (999) calls, representing a further 4% decrease. These numbers are more than statistics; they represent thousands of moments where victims found reassurance without waiting on the phone, and officers could focus on keeping people safe.

The approach has improved satisfaction among victims and built greater confidence in the force’s ability to communicate clearly and promptly. It has also created a solid digital foundation for the future: one that can evolve to include new services, channels and data insights, ensuring Durham continues to lead the way in modern, connected policing.

Momentum gained

With the value of the service now proven, Durham Constabulary is preparing to extend digital engagement across all crime types, including sensitive areas such as domestic abuse, sexual assault and honour-based abuse. The force is also moving ahead with extending automated communication journeys into Witness Care and the Courts process. This next stage will complete VCOP compliance across all 12 criteria and offer victims an even more consistent experience throughout their journey.

The reusable platform architecture supports rapid development, while Infomentum’s Managed Service team ensures continued stability and ongoing enhancement as the service evolves.