Sopra Steria recently teamed up with Salesforce and members of the Scottish Justice community for a forward-thinking roundtable. The session brought together key voices across the sector to explore how we can help drive real change. Representatives from Salesforce shared practical, real world examples of modernisation in action. At the heart of the discussion were four principles:
- Put the citizen and victim at the heart of Justice.
- Join the dots – integration is key.
- Minimise but don’t fear business change.
- Metrics that matter – use the data.
There was an enthusiastic discussion around these guiding principles, all driven by a shared desire to improve the justice system and strengthen public trust and confidence.
As the conversation unfolded, three dominant themes emerged – each closely aligned to the above principles:
- Remembering the human side of crime.
- Reducing the noise, nudging and focusing resources.
- Silos are OK. It’s how we join things up and where to start.
Remembering the human side of crime
One of the most powerful conversations of the day centred around the human side of justice - specifically on the journey time of both victims and witnesses. From the moment a crime is reported through to being prosecuted, the journey is often very long and emotionally draining. We explored how the system can do better: by keeping victims and witnesses informed and supported every step of the way.
To minimise the risk of re-traumatising victims through inefficient processes that require unnecessary further contact, it’s important that police officers and staff have the tools and technology to capture the best evidence early and effectively. This also means ensuring that victims’ loved ones are supported and that every touchpoint in the justice process adopts a more empathetic, human-first approach. This isn’t just about victims and witnesses. The same principles of respect, clarity and care should extend to the accused as well.
Reducing the noise, nudging and focusing resources
The public want and need updates on their cases. But all too often frontline staff are caught in a reactive loop, spending valuable time responding to requests for information. Police forces are inundated every day by calls, prioritising limited resources against new demand and ongoing service delivery. We explored how the smart use of intelligence and data could shift this dynamic. By identifying patterns and using predictive insights, police forces could focus resources more effectively and reduce avoidable contact.
For example, nudge theory can be used to proactively manage expectations through automated messaging. If a member of the public reports an issue - such as antisocial behaviour or a public disturbance - a timely message might offer a resolution path.
A simple nudge like this not only manages expectations but reduces unnecessary follow-ups, improves the experience for the public, and allows officers to focus on higher-priority cases.
The same concept applies across the justice system.
- Data triggers allow trends to be spotted early so action can be taken proactively.
- Officers and staff are empowered to do their job better.
- Self-service multi-channel portals are designed to suit different demographics.
Silos are OK. It is how we join things up and where to start
There was an acknowledgement in the room that silos exist across our justice system - the key is achieving interoperability where it matters most.
No organisational structure is static - they’re dynamic and constantly evolving. What really matters is the overall vision. We need to strike a balance of making improvements now – we can't wait.
The group explored two starting points: the Witness Journey and another high-impact area within the system. Both these scenarios have the potential to deliver a swift return on investment. Using real-world metrics, Salesforce illustrated how improvements to journeys have the power to free up front-line resources and speed up the system.
Time and again, the conversation returned to data and system integration – not just as a technical necessity, but as a vital way to improve public trust and confidence, and improve engagement among officers and staff. The team from Salesforce also shared examples of how they’ve acted as an integration point for the witness journey.
Making change happen one step at a time
In conclusion, the consensus was that progress doesn’t come from trying to overhaul everything at once. It comes from joining the dots in user journeys, using data intelligently, and starting with areas that can make a big difference. As one attendee put it, the goal isn’t to boil the ocean, it's to boil the kettle. That mindset of focused, meaningful action resonated across the room.
Reach out to Mags Moore to find out more about how we drive innovation, co-create better public services, and reshape citizen experiences.