Change and Transformation in the Public Sector
PwC helped the City of London Police create Report Fraud, a modern, victim‑centred national reporting service with faster journeys, better data and more scalable technology. It has reduced call abandonment, improved decision‑making and strengthened the UK’s overall response to fraud and cybercrime.
Almost half of all UK crime is now cybercrime or fraud, costing the UK economy £26bn and causing untold emotional harm to victims. The rate of this growth was proving incredibly challenging to the previous Action Fraud system, along with the National Fraud and Intelligence Bureau. As a result, victims experienced a poorer-quality service, and the information collected was inadequate for identifying enough viable lines of enquiry.
A newly appointed City of London Police (CoLP) leadership team recognised the scale of the problems caused by outdated, fragmented systems and manual processes that didn’t deliver the high-quality data needed to investigate and prosecute crimes. Stepping up to the challenge, they created an ambitious transformation programme to deliver the service the public needed and deserved.
PwC was engaged to help redesign the end-to-end service, with victim experience at its core. The ambition was to create a modern, accessible reporting journey, improve the quality of information available to police, to build an organisation capable of responding to evolving crime. The programme also needed to deliver value for public money, comply with policing and regulatory requirements, and strengthen the ability to prevent and disrupt criminal activity.
PwC’s asset-led design maximised out-of-the-box technology reducing complexity and accelerating delivery. The transformation covered both the public-facing Victim Services function and the ‘back office’ Crime and Intelligence Service that supports investigators. This holistic view ensured consistent, victim-centred designs across the whole system.
A strong working relationship underpinned the entire programme with PwC and CoLP agreeing a partnership charter at the outset. PwC supported adoption through extensive training, a champions network and on-the-ground coaching after ‘go live’. Security and compliance were prioritised throughout, with robust controls introduced to protect sensitive data, ensuring the service met policing standards.
The new ‘Report Fraud’ service went live in December 2025 – less than a year after work began on the victim services solution. Early results were significant: abandoned calls fell from 34% to 5%, calls were answered five times faster, and the time to process victim reports reduced by 32 days. The enhanced question set and intuitive CRM system improved data quality, enabling faster and more accurate triage. In the Crime and Intelligence Service, instant prioritisation replaced week-long delays, and automated disruption processes increased the volume of harmful entities taken down.
Beyond operational improvements, the programme delivered broader public value. Victims experience a faster, clearer and more supportive reporting journey. Staff are freed from manual processing and able to focus on complex cases and vulnerable individuals. Enhanced management information provides better insight across the service, while improved stakeholder engagement enables businesses and law enforcement partners to act more effectively.
In addition, the service is designed for continuous improvement, enhancing benefits and results through optimisation and the introduction of new technologies, including AI.
The transformation has strengthened public confidence, modernised a nationally significant policing service, and created a scalable, future-ready platform capable of adapting as crime evolves.
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