The central office for the Police Federation of England and Wales (PFEW) oversees complex cases of disciplinary or legal action against police officers, representing members on a national level. To better manage claims assistance and legal representation across its 43 branches, it decided to upgrade its data base system that was over 20 years old.

Accenture and Avanade – a joint venture between Accenture and Microsoft – were selected to replace PFEW’s legacy system with a single Microsoft Dynamics 365 implementation to include a secure portal through which cases can be created and processed from a branch, elevated to headquarters and assigned to attorneys. Along the way, the project was expanded to include membership management, the migration of siloed legacy claims management databases and additional service functions and some customisations for branches.

When the branch-specific application was completed and was about to be rolled out, the COVID-19 pandemic struck. Accenture and Avanade moved quickly to shift all data migration, enhancement deployment and training online, enabling the PFEW team to conduct courses via Microsoft Teams.

With careful planning and attention to detail, training was delivered plus hyper care and go-live assistance was provided to all branches. PFEW’s new system effectively serves police officer members with features such as:

• Branch-specific functionality
• Claims processing within a couple days versus two or more weeks
• An attorney billing interface as part of finance system integration
• End-to-end case monitoring for PFEW administration and legal representatives

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