Every public sector leader I speak to wants to unlock the promise of artificial intelligence (AI). The ambition is clear: to deliver services faster, give staff back precious time, and improve experiences for citizens. The challenge is that budgets are tight, scrutiny is high, and no one wants to waste money on the wrong investment.
That tension often leads to the question… how much should we actually spend on AI?
When people reach out to the police, it’s often at a moment of vulnerability, when something has happened that has shaken their sense of safety and left them unsure what to do next. They may feel anxious, overwhelmed, or uncertain about whether they are using the right channel, sharing the right information, or even raising the right issue at all. At the same time, forces are managing rising volumes of calls, messages, and digital contact under sustained pressure, yet every interaction still represents a person looking for reassurance and support. Meeting these moments in a way that feels timely, confident, and compassionate has become one of the most important challenges facing UK policing today.
But a more supportive, intelligent approach is beginning to take shape.
Salesforce events always bring a unique buzz. Whether it’s Dreamforce, World Tour or a specialist showcase, there’s an energy in the room that reminds you how fast the ecosystem moves and how much innovation is happening behind the scenes.
The Agentforce World Tour 2025 at ExCeL London carried that same momentum. Crowds, conversations and excitement aside, the real draw was seeing just how quickly Agentforce is evolving and what that means for both technical and business teams alike.
As a developer, I went in hoping for real implementation stories, deeper technical insight and the latest updates on Agentforce Vibes. The day delivered on all of that. I left with useful takeaways, fresh ideas to test and a stronger sense of where enterprise AI is heading next. To help set the scene and share what the day revealed, I've put together some key moments that stood out.
This year’s HMICFRS State of Policing Report, published in September, raises several important issues that caught my attention. For those who haven't caught up yet, the report highlights the significant pressure forces continue to operate under, with growing demand and legacy systems limiting their ability to respond effectively.
Technology modernisation has become a constant drumbeat across the public sector - and for good reason. The opportunities offered by modern, integrated systems are clear: better data access, streamlined processes, and more responsive public services.
In my most recent article about embracing disruptor technology, I touched on how trust is central to policing, and equally essential to every technology partnership that supports it. The same principle applies here. Without trust, even the most ambitious transformation efforts are unlikely to succeed.
After three decades in policing, including 15 years in senior leadership, I’ve seen first-hand the impact that legacy technology has on frontline delivery. It’s not just about systems that feel outdated or unintuitive. It’s about the deep-rooted inefficiencies and limitations that hold back people who are doing critical public service work.
Do you know what your customers need? Not what they want, or would like, but what they need. It is not always obvious. Faced with a complex mix of competing priorities and challenges, some companies may think they need one thing. In reality, however, they need something entirely different.
Many business documents, from invoices to medical records, are boring, necessary and tedious to deal with. And until recently only humans had the ability to process them, locking smart people into low-value work. But now, technology has got to the point where it can not only read standard documents but also pick relevant information out from images and designs in complex layouts.
Digital transformation; it’s been the business buzzword of choice for the last 2 years or so. It’s proven to be one buzzword which has some meat behind it. Digital transformation is still a hot topic and has manifested in tangible success for many businesses and even charities like The Prince’s Trust.
