Case Study: UK Police Authority achieves faster, digital HR information access with Crown Records Management

UK Police Authority reduces HR telephone queries by 90% with Crown Records Management

UK Police Authority sought to create a more digital approach for its shared services and HR department, which supported over 15,000 employees. The challenges included managing information stored in multiple physical locations, time-consuming manual processes, and inefficient email-based communication that caused significant delays. Crown Records Management was engaged to provide a solution involving their Content Services and Business Process Review services.

Crown implemented an Enterprise Content Management (ECM) solution, starting with a scanning and OCR project to digitise HR files. They applied automatic retention policies and integrated the system with O365 for easy access. Workflow automation was introduced for distributing policies and managing employee queries via e-forms. As a result, telephone queries to HR were reduced by 90%, mailbox volumes were brought under control, and HR staff saved significant time. The project, delivered on budget by Crown Records Management, has paved the way for further digital initiatives across the business.