Public Sector Transformation: How One Police Force Saved 1.8 Million Hours with Smart UEM
The West Midlands Police, responsible for protecting 2.9 million citizens across 348 square miles and handling 2,000+ emergency calls every day, faced a critical challenge: outdated device management systems were keeping officers off the streets and in the station dealing with technology problems. With 11,000 devices in the field, approximately 250 business-critical applications, and a mission where every minute of officer downtime translates to slower emergency response, the force needed a modern endpoint management solution that could support real-world operations at scale.
The transformation was dramatic. In just four months, West Midlands Police migrated 7,000 users from on-premises device management to cloud-native Omnissa Workspace ONE UEM. Device setup time dropped from three hours to just five minutes—a 97% reduction that meant officers could be equipped and deployed in seconds instead of hours. First-time IT support resolution jumped from 60% to 90%, meaning officers spent less time troubleshooting and more time on the streets. The platform’s mobile and remote support capabilities meant the IT team could help officers anywhere in the jurisdiction instantly.
The impact is quantified and remarkable: in the first five months alone, the force avoided 17,000 hours of operational downtime; projecting forward, the force now saves 1.8 million administrative and operational hours annually. Digital witness statement capture—a critical capability for police operations—went from a manual, paper-based process to fully digital, netting 1,000 officer hours saved in the first month with 8,000 digital statements captured. User adoption climbed from 60% to 80%, and the support ticket profile flipped from 80% helpdesk-driven to 80% user-driven feature requests—a sign that the platform is working so well that officers want to use it more. So impressive is the West Midlands Police transformation that 11 other police forces across the UK have already visited to replicate the model.
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