Metropolitan Police Service
The challenge
The police force had launched a major transformation portfolio, the One Met Model, designed to streamline operations while keeping the focus on frontline policing. Given the complexity and scale of the portfolio, the force identified a gap in business change capacity, particularly across the 12 programmes in flight.
The organisation sought external support to manage delivery in the short term, strengthen internal capability and ensure a consistent approach to change that could align with existing tools and frameworks.
The result
We began by developing a core set of change artefacts for the shared services transformation programme. These included:
Change impact assessments
Business readiness reviews
User journey mapping
A structured change management approach
Following this, we moved into implementation delivery. Key activities included:
Planning and delivering stakeholder engagement and communications
Establishing and coordinating a local change network
Managing business readiness tracking, including regular staff surveys
Supporting cutover and post go-live activity
In parallel, we provided one-to-one coaching to the organisation’s internal business change lead. This helped build in-house knowledge and confidence to lead future phases of transformation. Our work was designed to align with the police force’s internal frameworks, ensuring consistency while improving delivery.
Following this engagement, we were retained to support further transformation programmes focused on the use of information and reform of core investigation and prosecution processes.
Outcomes delivered included:
Key change artefacts delivered to support shared services transformation
Implementation of stakeholder engagement and local change network
Ongoing business readiness reporting provided to the Programme Board
Smooth transition through cutover and go live
Internal capability developed through coaching and skills transfer
Continued engagement to support future transformation programmes
What made it successful
Specialist support: our team brought expertise in complex, operationally focused transformation environments.
Hands-on delivery: we adopted a practical, responsive approach suited to the pace and culture of policing.
Capability building: a strong focus on knowledge transfer helped embed change skills within the organisation.
Aligned ways of working: we used the organisation’s tools and frameworks, building consistency and trust.
Flexible delivery: our multi-skilled team adapted to changing needs and filled emerging gaps.
Confident engagement: we worked calmly and credibly with senior stakeholders in a high-pressure environment.