For police forces across England and Wales, the efficient response to sensitive public information requests has become not only an operational priority but a matter of life and death. At the heart of this evolution stands Durham Police—a force that, through visionary leadership and a bold embrace of Microsoft technology, has fundamentally reshaped how these critical requests are managed. Their transformation, built on the foundation of Microsoft Power Platform tools, serves both as a compelling case study in digital innovation and as a potential blueprint for others safeguarding the most vulnerable members of society.
Information requests under laws like Clare’s Law and Sarah’s Law are now central to police safeguarding work in the UK. Clare’s Law (the Domestic Violence Disclosure Scheme) empowers anyone to inquire if their partner has a history of abusive behaviour—a vital precaution after the 2009 murder of Clare Wood. Sarah’s Law, meanwhile, allows parents and guardians to check whether an individual with access to their child has a past of sexual offences, born from the outcry following Sarah Payne’s tragic abduction and murder in 2000.
Detective Inspector Andy Phillips, with 27 years at Durham Constabulary and responsibility for its Multi-agency Safeguarding Hub, paints a stark picture: “If there’s a woman at risk of domestic violence or abuse, getting that information sooner could potentially save her life.”
However, this urgency was repeatedly frustrated by outdated systems. Like many UK forces, Durham once relied on a patchwork of Excel spreadsheets, Word documents, and overflowing email inboxes to juggle hundreds of monthly requests. The upshot was delays that sometimes breached the guideline 28-day turnaround—a lapse with both regulatory and, potentially, tragic human consequences.
What made this transformation remarkable was its speed. “The speed at which they were able to deliver it was incredible,” recalls Phillips. The design, build, and full implementation of these automated workflows took only four months—a pace virtually unheard of in public sector IT projects.
At the core, the solution leveraged Microsoft Power Automate for streamlined process flows, with intuitive Power BI dashboards giving instant oversight of ongoing cases and their statuses. These dashboards became the new backbone of operational awareness—a single click delivered instant clarity on what stage an application was at, who was handling it, and what action was needed next.
Further, by automating what were once tedious manual steps, the force is saving an average of 15 minutes per application. Given that hundreds of such requests are processed monthly, these incremental gains free up significant officer and caseworker time for other critical frontline tasks.
For Charlotte Allen, a case supervisor at Durham, the impact is clear: “I have seen a significant improvement in the number of disclosures we are completing within the 28-day timescales. The system is extremely user friendly and has had such a positive impact across our team.”
This efficiency is not just administrative. As Andy Phillips notes, “The idea is to give people the correct information so they can make informed decisions around their safeguarding. Ultimately, if there’s a woman at risk…the information sooner could potentially save her life.”
At the same time, evidence shows intervention matters: up to 60% of domestic abuse victims report no further violence following MARAC intervention supported by independent domestic violence advisors. Streamlining the intake, processing, and response to such requests isn’t a metric of back-office productivity—it is a core pillar of the country’s safeguarding strategy.
Durham’s Police and Crime Commissioner, Joy Allen, has likewise pointed to the initiative as emblematic of “a raft of proactive measures” making direct impact. “Every victim is one too many. Any action we can take to prevent these offences…and protect victims from serial abusers must be grasped at the earliest opportunity.”
Response from staff, as relayed by Charlotte Allen and others, centers on the apps’ user-friendliness. With better workflows and clearer information, mistakes are reduced and the risk of burnout diminishes. For victims and those at risk, this translates directly into more timely, accurate, and consistent disclosures.
There is excitement, but also cause for careful progress. AI-driven data matching or risk assessment must be transparent and explainable, minimizing the risk of algorithmic bias or false negatives. Any move toward predictive analytics or autonomous triaging must be accompanied by rigorous external oversight and clear channels for appeal.
Barriers remain: budget constraints, the need for tailored solutions, change management, and ongoing user training. Nevertheless, Durham’s success with out-of-the-box Microsoft tools demonstrates that major improvement is achievable even within the constraints of UK public sector procurement and governance.
Yet, perhaps the most important lesson is a call to vigilance: as more processes become automated, and as AI edges closer to the front lines of safeguarding, practitioners, policymakers, and the public must ensure that speed never comes at the expense of fairness, security, or the human touch that effective policing demands.
As statistics reveal, over two million adults in England and Wales experience domestic abuse annually. Any initiative that helps even a fraction of those at risk to get help, sooner, safer, and with greater confidence in the system, is not just an administrative upgrade but a societal imperative.
Durham Police’s journey—and its ongoing commitment to faster, smarter, and safer safeguarding—sends a clear message: in the fight to protect the vulnerable, technology is not just a tool but a lifeline. Other forces, agencies, and technology providers would do well to take note—and to act with similar urgency and care.
Source: Microsoft UK Stories Durham-Police-uses-Microsoft-tech-to-speed-up-public-information-requests
The Challenge: Complex Legislation Meets the Limits of Legacy Processes
Information requests under laws like Clare’s Law and Sarah’s Law are now central to police safeguarding work in the UK. Clare’s Law (the Domestic Violence Disclosure Scheme) empowers anyone to inquire if their partner has a history of abusive behaviour—a vital precaution after the 2009 murder of Clare Wood. Sarah’s Law, meanwhile, allows parents and guardians to check whether an individual with access to their child has a past of sexual offences, born from the outcry following Sarah Payne’s tragic abduction and murder in 2000.Detective Inspector Andy Phillips, with 27 years at Durham Constabulary and responsibility for its Multi-agency Safeguarding Hub, paints a stark picture: “If there’s a woman at risk of domestic violence or abuse, getting that information sooner could potentially save her life.”
However, this urgency was repeatedly frustrated by outdated systems. Like many UK forces, Durham once relied on a patchwork of Excel spreadsheets, Word documents, and overflowing email inboxes to juggle hundreds of monthly requests. The upshot was delays that sometimes breached the guideline 28-day turnaround—a lapse with both regulatory and, potentially, tragic human consequences.
Enter Microsoft Power Automate: A Partnership with Robiquity
Recognizing the gravity of these shortcomings, Durham Police partnered with Microsoft Power Automate specialists Robiquity to overhaul their workflows. The goal: create a robust suite of bespoke case management applications, not just for Clare’s Law and Sarah’s Law requests, but also for Multi-Agency Risk Assessment Conference (MARAC) applications. MARACs involve representatives from police, health, housing, probation, child protection, and independent advisors collaborating to manage high-risk cases—each requiring granular, actionable information delivered at pace.What made this transformation remarkable was its speed. “The speed at which they were able to deliver it was incredible,” recalls Phillips. The design, build, and full implementation of these automated workflows took only four months—a pace virtually unheard of in public sector IT projects.
At the core, the solution leveraged Microsoft Power Automate for streamlined process flows, with intuitive Power BI dashboards giving instant oversight of ongoing cases and their statuses. These dashboards became the new backbone of operational awareness—a single click delivered instant clarity on what stage an application was at, who was handling it, and what action was needed next.
Quantifiable Gains: The Numbers Behind the Change
The improvements delivered were both immediate and dramatic. Previously, Durham Police struggled to meet the 28-day legal turnaround for disclosures. Post-implementation, their average has plummeted to just 17 days—a reduction impressive both operationally and ethically.Further, by automating what were once tedious manual steps, the force is saving an average of 15 minutes per application. Given that hundreds of such requests are processed monthly, these incremental gains free up significant officer and caseworker time for other critical frontline tasks.
For Charlotte Allen, a case supervisor at Durham, the impact is clear: “I have seen a significant improvement in the number of disclosures we are completing within the 28-day timescales. The system is extremely user friendly and has had such a positive impact across our team.”
This efficiency is not just administrative. As Andy Phillips notes, “The idea is to give people the correct information so they can make informed decisions around their safeguarding. Ultimately, if there’s a woman at risk…the information sooner could potentially save her life.”
Safeguarding at Scale: The National Context
The scale of the challenge facing UK police cannot be overstated. According to the Office for National Statistics (ONS), 2.3 million people aged 16 and over in England and Wales experienced domestic abuse in the year ending March 2024. The importance of fast and effective information sharing is therefore critical.At the same time, evidence shows intervention matters: up to 60% of domestic abuse victims report no further violence following MARAC intervention supported by independent domestic violence advisors. Streamlining the intake, processing, and response to such requests isn’t a metric of back-office productivity—it is a core pillar of the country’s safeguarding strategy.
From Users to Champions: Staff and Campaigners Endorse the Change
The new system’s champions extend beyond the Durham force. Carol Whicher, aunt of Clare Wood and tireless advocate for domestic abuse victims’ rights, heralded the case management transformation as “an amazing breakthrough.” She emphasizes the human stakes: “Time is of the essence when processing disclosure applications. This will improve the safeguarding of victims and potential victims of domestic violence, and ultimately save countless lives.”Durham’s Police and Crime Commissioner, Joy Allen, has likewise pointed to the initiative as emblematic of “a raft of proactive measures” making direct impact. “Every victim is one too many. Any action we can take to prevent these offences…and protect victims from serial abusers must be grasped at the earliest opportunity.”
Innovation Recognised: Awards and Industry Impact
Recognition of Durham Police’s pioneering approach has not been limited to internal applause. On 15 May 2025, the force won the ‘Tech for Good’ category at the prestigious Digital Revolution Awards, celebrated for its collaboration with Microsoft and Robiquity. This accolade places Durham among the vanguard of public sector innovators and underscores a growing consensus: digital transformation is not optional in modern policing—it’s essential.Integrated Technology: How Microsoft Tools Changed the Game
Critically, the underlying technology was not a custom-built, obscure solution, but Microsoft’s well-supported Power Platform stack.Components in Action
- Power Automate: Provided the backbone for automating application routing, user notifications, and progress tracking.
- Power BI: Delivered real-time dashboards, giving case workers and supervisors oversight of caseloads, bottlenecks, and trends—enabling data-driven allocation of resources and proactive management.
- Cloud Integration: Ensured records were securely stored, with full audit trails, robust access controls, and compliance with data privacy regulations like GDPR.
The Human Factor: Reducing Cognitive Load and Stress
Beyond raw statistics, the digital solution has tangibly improved working conditions for those tasked with safeguarding. Caseworkers, once burdened by the stress of managing chaotic email chains or navigating a labyrinth of spreadsheets, now experience greater control, clarity, and confidence.Response from staff, as relayed by Charlotte Allen and others, centers on the apps’ user-friendliness. With better workflows and clearer information, mistakes are reduced and the risk of burnout diminishes. For victims and those at risk, this translates directly into more timely, accurate, and consistent disclosures.
Addressing Risks: Data Security, Automation, and Future Scale
Even as Durham Police’s achievements shine as a model, several challenges remain—issues that all public sector agencies must consider as they scale up their own digital journeys.Data Security and Privacy
Handling sensitive information about victims and alleged perpetrators of domestic violence requires ironclad security and compliance. Use of Microsoft’s cloud ecosystem brings enterprise-grade encryption, secure identity management, and detailed audit logs. However, with cybercrime threats growing, ongoing vigilance will be required. Any further automation—especially involving integrated third-party data sources—should be rigorously tested for privacy law compliance.Automation and AI: Next Steps, Cautious Optimism
Durham Police has signaled plans to further enhance the platform, particularly by automating the research phase using artificial intelligence. The ambition: process even more cases, even faster.There is excitement, but also cause for careful progress. AI-driven data matching or risk assessment must be transparent and explainable, minimizing the risk of algorithmic bias or false negatives. Any move toward predictive analytics or autonomous triaging must be accompanied by rigorous external oversight and clear channels for appeal.
Sustainability and Interoperability
Rapid development cycles and vendor partnerships can sometimes create “islands” of technology. For this reason, Durham’s work—built with mainstream, widely-supported Microsoft tech—appears wisely designed for longevity and scalability. But as more forces follow suit, national standards for interoperability, policy alignment, and shared best practices will be vital to avoid fragmentation or inconsistent protections for victims.Scaling Success: Will Others Follow?
Andy Phillips expresses a hope that “other police forces will follow suit and automate the handling of these information requests as quickly as possible.” Considering the nationwide prevalence of domestic violence and child safeguarding concerns, there is every reason for other forces to take note—and every argument that the Home Office should incentivize or coordinate wider adoption.Barriers remain: budget constraints, the need for tailored solutions, change management, and ongoing user training. Nevertheless, Durham’s success with out-of-the-box Microsoft tools demonstrates that major improvement is achievable even within the constraints of UK public sector procurement and governance.
Conclusion: Tech for Good, Responsibility for All
Durham Police’s digital transformation is more than an operational win; it’s a profound reminder that technology, thoughtfully applied, amplifies frontline impact, improves lives, and saves lives. The project’s combination of speed, transparency, and user-centricity, delivered through Microsoft technology, stands as a gold standard for public sector innovation—not only because it delivers results, but because it does so while minimizing risk, maximizing buy-in, and putting victims’ needs first.Yet, perhaps the most important lesson is a call to vigilance: as more processes become automated, and as AI edges closer to the front lines of safeguarding, practitioners, policymakers, and the public must ensure that speed never comes at the expense of fairness, security, or the human touch that effective policing demands.
As statistics reveal, over two million adults in England and Wales experience domestic abuse annually. Any initiative that helps even a fraction of those at risk to get help, sooner, safer, and with greater confidence in the system, is not just an administrative upgrade but a societal imperative.
Durham Police’s journey—and its ongoing commitment to faster, smarter, and safer safeguarding—sends a clear message: in the fight to protect the vulnerable, technology is not just a tool but a lifeline. Other forces, agencies, and technology providers would do well to take note—and to act with similar urgency and care.
Source: Microsoft UK Stories Durham-Police-uses-Microsoft-tech-to-speed-up-public-information-requests
