New Zealand Police tap Appian to transform case management processes

New Zealand Police are modernizing case management processes by adopting Appian’s low-code platform, boosting efficiency and streamlining investigations across departments. Early results show significant improvements, with turnaround times dropping from as long as two weeks to just four hours.

Previously, case workflows were handled separately by three regional units using Microsoft Outlook, a fragmented approach that led to duplication and restricted collaboration across all 12 policing districts.

Built on the Appian Platform, the new system centralizes all incoming emails and case data, automating workflows and enabling nationwide access, according to a press release. It also surfaces the correct case assignment rule based on offence code, location, and keywords. 

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New Zealand Police tap Appian

Since deployment, case backlogs have dropped from 4,000 to under 50 during most shifts. Staff can now collaborate in real time, regardless of location, and respond to public enquiries faster and more accurately.

“Our file management was inconsistent, and we identified that technology could streamline our process and support us to work more efficiently,” said superintendent Blair Macdonald, director of service group at New Zealand Police. “We are delivering a far superior service to the public. Because we are clearing the queue faster, we can redeploy staff to higher value work and reduce follow-up requests from the public by keeping them informed earlier.”

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Empowering staff and enhancing decision-making

The transformation has shifted staff away from administrative overload toward meaningful case assessment.

“We are evolving staff roles by removing repetitive admin and giving them time to focus on what matters: understanding the file and helping the member of the public on the other end,” Macdonald added. “It was difficult for us to understand our demand. Now, we have analytics that support intentional decision-making and allow us to deploy our staff where they are needed most.”

New Zealand Police believes using technology is an important part of modern policing. This success supports New Zealand Police’s goal of making New Zealand the safest country in the world.

“I look forward to the service group continuing to evolve through technology, ensuring we offer the best experience for our communities,” Macdonald said.

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