Thought Leadership | Read the latest blogs, news and views from Infomentum.

I’ve wanted to go to Dreamforce for a decade. Salesforce Marketing wasn’t exaggerating - it was unforgetable (as was the Cabernet Sauvignon).  Without sounding as middle aged as I am, I literally felt like I was living in the future. 

Driverless cars dropping us off at dinners. Robots walking through the conference. An agentic business development representative more efficient and competent than I’ve seen in more than a decade of sales experience. Then there’s Dreamforce itself. Tens of thousands of people across the campground. 1,600 sessions to choose from. Gwen Stefani opening the keynote. And then Dreamfest.

So yes, there was a lot going on and I’ve finally gotten round to my wrap up!

A once-in-a-generation opportunity for policing - but reform has to be about more than structures.

Today HMICFRS published its State of Policing 2025–26 report, describing police reform as a once-in-a-generation opportunity to improve the service provided to the public, and it’s difficult to argue with much of the sentiment.

When we talk about digital accessibility, the conversation often begins and ends with websites: screen-reader compatibility, keyboard navigation, colour contrast and alternative text.

These things are essential, but in the public sector, accessibility must go much further.

For most of my career, I've worked in and around public services, particularly policing, but also alongside a wide range of partner agencies responsible for supporting citizens through complex and often challenging journeys. Although the services themselves are very different, the questions citizens ask are remarkably consistent:"What's happening?" "What happens next?" "Do I need to do anything?" "Who can help me?"

Today, citizens expect answers to those questions quickly, clearly and through the channels they prefer to use. They increasingly compare their experience of public services not with other public services, but with the best digital experiences they encounter elsewhere in their daily lives. Yet many public sector organisations still struggle to provide timely, proactive communication throughout a citizen's journey.

A blueprint for project health monitoring using weighted milestones, Fibonacci estimation, and risk-informed progress tracking.

Every project manager (PM) gets asked the same question: Are we going to finish this project on time and on budget? To answer it, they usually would rely on delivery plans, burn charts, milestone trackers, and team estimates...

And whilst these tools are useful, they rarely provide the PM with a single, structured view that brings together delivery progress, budget consumption, and delivery exposure in a way that supports consistent judgement. Experienced PMs often develop a strong instinct for when something is drifting. That instinct is real and earned. But instinct alone is difficult to evidence, difficult to transfer, and difficult to defend when delivery confidence needs to be explained. That is the structural gap this framework addresses.

Policing organisations operate in one of the most demanding service environments in the public sector. IT services are mission-critical - any disruption, however small, can have a direct impact on frontline effectiveness.

At Infomentum, we’ve seen first-hand how IT Service Management (ITSM) functions within policing are under constant pressure. High volumes of requests - many of them low complexity - create a persistent challenge: how to maintain service quality while enabling IT teams to focus on more strategic priorities.

From my own experience as a senior police leader, the impact of this is very real.

As more organisations explore how AI can actually work inside Salesforce, Agentforce is quickly becoming a favourite. Unlike generic AI chatbots, Agentforce uses an organisation’s own internal knowledge base, including files, CRM data, case records, and process logic, to deliver answers that are accurate, contextual, and trusted. This allows you to build conversational experiences that feel natural to users while drawing on the full depth of your operational knowledge.

For this article, I wanted to go beyond the theory.

In the NHS pressure builds in waves. Winter surges. Capacity crises. Workforce shortages. Technology programmes that promised change but delivered more complexity instead, in a very similar way to what we have seen as a team with our work with the Police forces we’ve worked with.

Dr Simon Eccles has spent decades working in A&E, operating at the sharpest edge of the NHS. He has seen the demand for services, people unsure where to obtain the best care, and frustrated patients, whilst watching his colleagues try to do their absolute best. His perspective on digital change in healthcare is shaped by that experience. It is not abstract. It is grounded in what actually helps clinicians do their jobs and what impedes them.

What decades on the frontline reveal about system-generated demand, avoidable work, and where meaningful change really starts.

Dr Simon Eccles has spent decades working in A&E as a senior doctor and serving on countless boards across London. He is also a thought leader on the best technology for the NHS, and he sat down with us to discuss ways the NHS can improve its use of Salesforce. With all his years of experience, he has seen winter pressures come and go, targets change, restructurings repeat, and countless workforce initiatives introduced with good intent. His view is not theoretical. It is lived.

Introducing AI-driven solutions like Agentforce into UK policing is not a decision to take lightly. These powerful technologies have the potential to completely transform the way forces operate, from back-office efficiency through to frontline support. But with this power also comes new risks, particularly in how sensitive personal data is processed, stored, and interpreted. While these risks are real, the potential to deliver faster, fairer, and more effective policing outcomes makes their careful navigation worthwhile.

In an environment governed by high standards of public accountability, ethical scrutiny, and strict legal obligations under the UK GDPR, Data Protection Act 2018, and Law Enforcement Processing provisions, a Data Protection Impact Assessment (DPIA) is not just a formality - it's essential. It provides a defensible framework for making informed decisions, protecting officers and the public alike.