top of page
00fd0afa-0adb-42a3-a0fd-f06aca42beea.JPG
Contact Us

← Return to Case Studies

Client Case Study

Home Office / Counter Terrorism Policing (CTP)

Designing a Secure Multi-Agency Intelligence & Analytics Platform

The Home Office and Counter Terrorism Policing (CTP) needed to improve how intelligence and analytical information was accessed, shared and interpreted across multiple agencies involved in national security and counter terrorism operations.

​

Existing workflows relied on fragmented systems, disconnected processes and siloed information sources, creating operational inefficiencies and increasing the risk of delayed or inconsistent decision-making.

​

Leading on user-centred research, operational analysis and service design activity to help shape a secure multi-agency analytical platform capable of supporting more effective collaboration, intelligence analysis and operational oversight.

The Challenge

Counter terrorism operations involve collaboration across multiple agencies, disciplines and operational teams, each working within different systems, governance structures and security constraints.

​

Analysts and operational teams often needed to navigate fragmented tooling and manual processes to:

  • Access intelligence from multiple systems

  • Cross-reference information between agencies

  • Identify operational patterns and risks

  • Support investigative and tactical decision-making

  • Produce timely analytical outputs for operational teams and senior stakeholders

 

The organisation faced several key challenges:

  • Fragmented intelligence workflows across agencies and platforms

  • Limited visibility of dependencies and operational handoffs

  • Manual and duplicated analytical activity

  • Complex governance and access requirements

  • Difficulties aligning operational processes across organisations

  • Challenges integrating legacy systems into future-state services

 

The programme required a secure, scalable platform capable of improving collaboration and analytical efficiency while operating within highly sensitive national security environments.

Our Approach

We led a user-centred Discovery focused on understanding operational realities across the wider counter terrorism ecosystem.

​

Working closely with analysts, operational teams, technical stakeholders and senior decision-makers, we adopted a collaborative and evidence-led approach to uncover how intelligence workflows operated in practice.

​

Our work focused on:

  • Understanding end-to-end intelligence and analytical workflows

  • Identifying operational pain points and duplication

  • Mapping dependencies between teams, systems and agencies

  • Surfacing governance, security and integration considerations

  • Aligning platform capabilities with real operational needs

 

Given the complexity and sensitivity of the environment, stakeholder engagement and collaborative synthesis were central to the approach.

What We Delivered

Service blueprinting & workflow analysis

We developed detailed service blueprints mapping how intelligence moved across systems, teams and operational processes.

 

This helped identify:

  • Critical operational dependencies

  • Manual workarounds and duplication

  • Decision-making bottlenecks

  • Areas of operational risk

  • Opportunities for automation and service improvement

 

The work provided a clearer understanding of how fragmented workflows impacted operational efficiency and analytical effectiveness.

 

Stakeholder & ecosystem mapping

We conducted extensive stakeholder and ecosystem mapping to understand the wider operational landscape surrounding the platform.

 

This included:

  • Cross-agency relationships

  • Governance structures

  • Data ownership and access considerations

  • Existing technology dependencies

  • Operational touchpoints between teams

 

The mapping activity helped align differing organisational priorities while identifying opportunities for greater collaboration and interoperability.

 

Participatory workshops & collaborative discovery

We facilitated workshops with operational users, analysts, technical teams and programme stakeholders to validate findings and shape future-state service direction.

 

These sessions enabled teams to:

  • Align around shared operational challenges

  • Explore future workflow models

  • Identify capability gaps

  • Prioritise platform requirements

  • Surface risks and implementation considerations early

 

The collaborative approach improved stakeholder engagement and strengthened alignment across agencies involved in the programme.

 

Strategic recommendations & roadmap support

Findings from Discovery were synthesised into actionable recommendations that informed platform strategy, capability planning and future delivery priorities.

 

Recommendations focused on:

  • Integration opportunities

  • Workflow simplification

  • Governance considerations

  • Operational risk reduction

  • Future-state analytical capabilities

  • Cross-agency collaboration improvements

 

This helped shape a more informed and operationally grounded roadmap for the platform.

The Outcome

The Discovery provided the Home Office and CTP with a clearer understanding of operational challenges, integration dependencies and future service opportunities across the intelligence and analytical ecosystem.

​

Key outcomes included:

  • Identification of critical integration points and operational risks

  • Improved visibility of fragmented workflows and dependencies

  • Better alignment between operational and technical teams

  • Evidence-based recommendations informing platform direction

  • Greater understanding of cross-agency capability requirements

  • Improved stakeholder alignment around future-state priorities

 

The work helped establish stronger foundations for a secure analytical platform capable of supporting more effective multi-agency collaboration and operational decision-making.

Why this matters

  • Discovery Research

  • Service Blueprinting

  • Stakeholder Mapping

  • Ecosystem Mapping

  • Participatory Workshops

  • Workflow Analysis

  • Operational Research

  • Strategic Recommendations

  • Cross-Agency Collaboration Design

  • Evidence Synthesis

Services Provided

In national security and counter terrorism environments, fragmented workflows and disconnected systems can directly impact operational effectiveness. 

​

This work demonstrated how user-centred discovery and service design can help complex organisations better understand operational realities, align cross-agency priorities and design services that support secure, efficient and evidence-led decision-making.

Services Provided

User Research

Accessibility Auditing

Secure Cloud Infrastructure

Digital Strategy

Service Design

Discover More

Department for Work and Pensions (DWP)

Office for National Statistics (ONS)

Increasing Census Completion Through Inclusive User Research & Service Improvement

Parliamentary Oversight

HM Land Registry (HMLR)

Designing a Digital Service for Complex Land Agreement Disclosure

← Previous Case Study

HM Land Registry (HMLR)

Designing a Digital Service for Complex Land Agreement Disclosure

Next Case Study →

Parliamentary Oversight & Investigations Body

Transforming complex investigations through secure digital case management

bottom of page