New Zealand Police cuts case times to hours with automation

New Zealand Police has reported significant improvements in case management outcomes following the adoption of Appian's process automation platform. The changes have reduced average case processing times from as long as two weeks to under four hours, dramatically shrinking backlogs and allowing police staff to focus on more critical tasks.

System overhaul

Prior to this technology shift, regional units of New Zealand Police managed case workflows independently, typically using Microsoft Outlook. This created inconsistencies and duplicated efforts across the country's 12 policing districts. The manual triage of cases meant identifying and routing priority matters was time consuming, resulting in delays and inefficiencies.

"Our file management was inconsistent, and we identified that technology could streamline our process and support us to work more efficiently," said Superintendent Blair Macdonald, Director of Service Group, New Zealand Police.

Centralised collaboration

The new system developed on the Appian Platform brings all incoming emails and case data onto a single, automated interface. It applies assignment rules based on offence code, location, and specific keywords. This automation makes it possible to match cases with staff who have the required expertise faster and more accurately.

With the deployment of the new platform, backlog volumes have dropped from 4,000 cases to under 50 during most shifts. Real-time collaboration tools mean teams can now work together from anywhere in the country and deliver responses to public queries with greater speed and precision.

"We are delivering a far superior service to the public," said Macdonald. "Because we are clearing the queue faster, we can redeploy staff to higher value work and reduce follow-up requests from the public by keeping them informed earlier."

Staff redeployment

The automation of routine administrative tasks has enabled police staff to concentrate on more substantive case assessments, freeing resources for frontline duties and other service improvements. Macdonald said this shift is having a tangible impact on staff morale and public service levels.

"We are evolving staff roles by removing repetitive admin and giving them time to focus on what matters: understanding the file and helping the member of the public on the other end."

Data-driven decisions

One of the strategic benefits of the new platform is enhanced access to analytics. The Service Group is now able to monitor demand in real time, supporting data-driven decision making about where staff are most needed and how best to deploy resources.

"It was difficult for us to understand our demand. Now, we have analytics that support intentional decision making and allow us to deploy our staff where they are needed most," said Macdonald.

Public safety goals

The wider adoption of technology forms part of New Zealand Police's vision to enhance public safety and modernise its operations nationwide. The changes are intended to deliver benefits both for police staff and for the general public interacting with the service.

"I look forward to the Service Group continuing to evolve through technology, ensuring we offer the best experience for our communities," concluded Macdonald.