Wiltshire Police Join Departments to Build a More Connected Force
Wiltshire Police brought service management back in-house with Halo, unifying IT, Facilities, Fleet, and Forensics into a single platform.
Intelligent automation. Real outcomes.
Bring context, automation and intelligence to every workflow, so your teams can do more, faster.
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Core Features
Tenant
Teams & Agents
Users
Tickets
Optional Features
Halo AI
Asset Mgmt
Billing
Calendars & Appts
Call Mgmt
Chat
Contracts
Document Mgmt
Forecasting
Event Mgmt
Knowledge Base
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Services
SLAs
Software Releases
Suppliers
Supplier Contracts
Time Management
Advanced
Language
Custom Objects
Integrations
Migrations
Core Features
Organisation
Teams & Agents
Users
Tickets
Optional Features
Halo AI
Asset Mgmt
Billing
Calendars & Appts
Call Mgmt
Chat
Agreements
PDF Templates
Documents
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Event Mgmt
Knowledge Base
Items & Stock
Notifications
Project Mgmt
Purchase Orders
Quotations
Remote Support
Reporting
Sales
Sales Orders
Self-Service Portal
Service Catalogue
SLAs
Suppliers
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Time Management
Advanced
Language
Custom Objects
Integrations
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Optional Features
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Advanced
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Custom Objects
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People
Organisation
Teams
Agents
Roles
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Channels
Call Mgmt
SMS
Social Media
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Self-Service Portal
Web Widget
Processes
Forms
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Canned Text
Surveys
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Workspace
Halo AI
Areas
Views
Calendars & Appts
Reporting
Time Mgmt
Language
Custom Objects
Integrations
Migrations
Miscellaneous
Forecasting
Project Mgmt
8,000+
Facilities tickets logged annually
500+
vehicles and 60,000+ assets managed
4 hours
saved per forensic investigation
Industry
Public Sector
Region
Europe
Previous Tool
The Challenge
Wiltshire Police were grappling with fragmented systems and disconnected workflows across key departments, impacting everything from asset tracking to forensic investigations. With IT recently brought back in-house after being outsourced, the team needed a platform they could configure internally and scale across the organisation.
This affected multiple departments in different ways, including:
- Duplicate and disconnected workflows
IT and Facilities were both chasing leavers for the same pieces of kit, with no shared process or visibility. Asset data was split across departments, with IT and Fleet each tracking overlapping equipment in separate systems. - Lack of visibility in Facilities
The Facilities team had no way to log incoming requests or evidence how resources were being used. Without reliable data, it was impossible to manage workloads or make the case for additional support. - Outdated fleet management
Fleet was using Tramman, a legacy system that was no longer supported. With around 500 vehicles and over 60,000 stock items, the team needed a unified view of assets and better oversight of scheduled checks like VIK inspections, previously tracked manually across disconnected platforms. - Process gaps in Forensics
The Forensic Collision Investigation Unit (FCIU) attends around 60 fatal road collisions each year. With road closures costing up to £1 million an hour, they needed a way to choreograph investigations, assign tasks, and maintain a full audit trail. Achieving ISO-aligned compliance demanded clear, documented processes – something that wasn’t possible with static documents and email-based handovers.
The Solution
Wiltshire Police rolled out HaloITSM to centralise service management and bring control back in-house. The platform was first implemented by IT, then extended to Facilities, Fleet, and Forensics, each team shaping the system to fit their operational needs.
- IT introduced custom ticket types and a knowledge base to streamline resolution and reduce inbound queries.
- Facilities automated the leaver process, working with IT to prevent duplication and improve handovers.
- Fleet consolidated servicing schedules, stock management, and vehicle kit tracking into Halo, eliminating reliance on unsupported systems and enabling granular reporting to support continuous improvement.
- Forensics replaced manual, PDF-based workflows with structured, audit-ready digital processes.
What made the rollout so successful was Halo’s ease of use and modern, flexible design. Teams were able to build and adapt their own workflows without complex training or technical blockers. The in-house development team supported each department in building, testing, and evolving their configurations with confidence.
"I’ve never had so much freedom to make something look and function how I want it to. Compared to every other application I’ve used in my professional life, it’s completely unparalleled.”
Senior Application Analyst
Throughout the rollout, Halo’s support team remained hands-on, responsive, and highly engaged, helping departments move quickly and get the most out of the platform.
"I’ve always said that Halo is by far the best vendor I’ve ever worked with. I’ve never found someone I haven’t enjoyed working with.”
Senior Application Analyst
The Results
Since adopting HaloITSM, Wiltshire Police have transformed internal operations with clearer processes, faster service, and measurable outcomes:
- 8,000+ tickets logged annually by Facilities alone, now fully visible and reportable
- 500+ vehicles and 60,000+ stock items for Fleet managed in one platform
- Four-hour time saving per forensic investigation
- 60+ high-stakes collision investigations each year now follow structured, ISO-aligned workflows
- Real-time reporting across asset use, team activity, and change history
- Faster resolution in IT through tailored workflows and self-service
- Automated, interdepartmental processes reduce duplication and improve communication
What began as an IT transformation has become a force-wide platform for operational excellence, empowering teams to take ownership of their processes, reduce risk, and respond faster in high-pressure environments. As new departments continue to onboard, HaloITSM is helping Wiltshire Police build a more connected, accountable, and future-ready organisation.
"We did a lot of work to make every process as good as Halo, and when the team’s complaining about losing five seconds on a job, I know I’ve succeeded.”
Forensic Collision Investigator
Video available on request