A large public service organisation identified the need to strengthen how it manages and preserves critical evidence to support justice outcomes. As service demands and evidential volumes continued to grow, maintaining consistency and integrity in evidence handling had become increasingly complex.

While a number of short-term improvements had been introduced, there was a clear opportunity to take a more strategic approach. A programme was therefore established to modernise evidence management practices, enhance resilience, and improve transparency – all in support of the organisation’s wider commitment to operational excellence and public trust.

•    Impact on Victim Outcomes

Inefficiencies and inconsistencies in evidence management risked undermining investigations, delaying justice, and affecting potential outcomes for victims of crime who rely on a clear and timely resolution.

•    Capacity Constraints

The existing storage infrastructure was approaching capacity, with a growing volume of exhibits placing increased pressure on operational space and systems.

•    Process Inconsistencies

Variations in local processes and approaches led to inconsistency in how evidence was managed, tracked, and preserved.

•    Governance & Traceability Gaps

There was a need for improved traceability, oversight, and governance to protect the integrity of exhibits over their full lifecycle.

•    Lack of System Integration

Limited integration between digital tools and manual processes hindered efficiency and responsiveness.

•    Future-Proofing the Evidence System

The organisation required a long-term, scalable solution to meet future operational and regulatory expectations.

•    Short-Term Risk Mitigation

Tactical operational risks needed to be addressed in parallel to strategic planning to reduce immediate pressure on the system.

We delivered a structured and insight-driven approach to help the organisation shape its transformation vision and establish a strong foundation for future change.

•    User Research & Operational Analysis

Undertook in-depth engagement with operational teams to understand pain points, map current practices, and identify user needs across key locations.

•    Scope Definition & Options Development

Defined the full scope of exhibits transformation and developed a range of strategic options to meet long-term operational and service objectives.

•    Evidence-Based Recommendations

Produced clear, actionable recommendations for the transformation journey, grounded in operational insight and service analysis.

•    Outline Business Case

Developed a robust Outline Business Case including strategic rationale, investment appraisal, delivery options, benefits case, and high-level implementation planning.

•    Targeted Tactical Interventions

Delivered a number of short-term improvements to reduce operational pressure, enhance compliance, and build internal momentum for change.