Office of the Police and Crime Commissioner for Humberside
One system to bring casework, correspondence and public engagement together — with full accountability built in.
The Office of the Police and Crime Commissioner for Humberside
The PCC is supported by a non-political team of permanent staff, known as the Office of the Police and Crime Commissioner (OPCC), who implement the PCC’s priorities and support them in carrying out their duties. A Deputy PCC can also be appointed to support the role.
The PCC’s statutory responsibilities span securing an effective police force, appointing and holding the Chief Constable to account, setting the Police and Crime Plan and budget, commissioning victim and community safety services, and acting as the impartial body for complaint reviews against Humberside Police. It’s worth noting that the PCC is not the police.
Casework spread across spreadsheets and inboxes
The OPCC’s statutory duties mean handling a wide range of casework at once — complaints against the Chief Constable, review-body decisions on formally recorded complaints, commissioning correspondence, and public consultation ahead of the Police and Crime Plan and precept. Much of this had been tracked across separate spreadsheets, inboxes and case files, making it hard to see the full picture of an enquiry or complaint at any one time, or to evidence handling and timeliness against statutory obligations.
They needed a system that could:
- Log and track casework and correspondence in one place, with a clear audit trail
- Support the PCC’s review-body function with consistent, defensible case handling
- Bring together input from community safety and criminal justice partners
- Make it easier to report on performance and complaints handling publicly
One accountable system for casework and contacts
OpenCRM gave the OPCC a single, structured system for casework, correspondence and stakeholder contacts. Cases — whether a complaint under review, a piece of commissioned work, or correspondence tied to the Police and Crime Plan — are logged with a clear status, owner and history, so nothing depends on individual memory or a personal inbox.
Contacts covering partner organisations, commissioned service providers and members of the public are held centrally, with reporting used to evidence handling times and outcomes wherever the OPCC needs to publish performance information.
By configuring OpenCRM around statutory processes already in place, the OPCC didn’t need to change how it worked — just bring it all into one accountable system.
A clearer, more accountable record
- A single, auditable record of casework and correspondence
- Clearer evidence of complaint-handling timeliness and outcomes
- Easier collaboration with community safety and criminal justice partners
- More straightforward public reporting on performance
Built around statutory process, not against it
The solution worked because it was shaped around the OPCC’s existing statutory processes rather than replacing them — giving staff a single accountable system without disrupting how casework and public accountability already had to be handled.
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