Every second counts in public safety. Yet, a state public safety agency serving over 7.5 million civilians struggled with outdated systems that delayed field responses, increased compliance risks, and duplicated efforts, wasting precious time and resources. Partnering with McChrystal Group, the agency implemented a targeted solution to streamline information management and improve operational effectiveness.
The Challenge: Critical Information, Fragmented and Outdated
The agency struggled with deeply entrenched operational inefficiencies related to managing and accessing critical information. These issues severely impacted its ability to respond effectively during routine operations and emergencies.
Decentralized Document Management
Policies, forms, and emergency plans were buried in fragmented email threads and legacy systems, forcing officers to spend valuable time shifting through documents instead of responding to incidents. Staff often found themselves using outdated documents, which increased the potential for errors or operational risks. Meanwhile, redundant systems increased costs and required valuable man-hours for things like Freedom of Information Act requests.
Access Bottlenecks
To maintain data security in the field, officers used a VPN to access the knowledge management system; however, poor connectivity and fragmented information access points meant officers in the field had to return to the station to access critical information, like affidavits or operational guidelines. This was compounded by poorly managed document permissions, which delayed urgent access to vital information and job aides.
Communication Delays
Critical alerts and updates were shared manually via email, which was slow, unreliable, and prone to error. Officers lacked real-time access to critical information and support during non-business hours and reported a lack of training opportunities with the legacy system.
Degraded Response Planning
Without a centralized system to track personnel skills and availability, assembling specialized teams during emergencies was inefficient and time-consuming. Officers also had difficulty accessing response plans during high-stakes incidents.
The Solution: Building a Single Source of Truth
For an agency responsible for protecting millions, these inefficiencies posed significant risks. They needed a solution that delivered real-time, reliable access to critical information—anytime, anywhere. McChrystal Group collaborated with the agency to create a comprehensive, cloud-based knowledge management system tailored to their operational needs. Transforming the agency required not only new tools and technology but also a comprehensive approach to streamlining workflows and training staff.
McChrystal Group's solutions architects worked closely with agency leaders and information owners to meticulously map the information needs and touchpoints of the entire agency, ensuring a comprehensive understanding of the overall information requirements. Through interactive workshops and targeted interviews, the team not only identified existing information silos but also uncovered key insights into the daily operational challenges faced by officers.
Streamlined Information Access
A SharePoint-based intranet consolidated policies, SOPs, forms, memorandums, and operational documents into a single, organized platform. The new system was optimized for mobile devices and vehicle-mounted laptops, enabling seamless, VPN-free access to information 24/7. Clear version control and user permission guidelines ensured access to the most up-to-date and approved versions of documents.
Improved Communication
Policy updates, procedural changes, and critical alerts were automated using Power Automate, replacing inefficient email chains. Leaders gained visibility into operations with real-time Microsoft Power BI dashboards, enabling faster and more informed decisions.
Empowered Employees
A comprehensive personnel directory integrated with the agency’s HR system and Azure Active Directory streamlined resource allocation and team assembly during crises. Personnel dashboards provided a clear view of employee qualifications and expertise during response operations. A governance plan outlined roles at every level of the organization, ensuring accountability for content accuracy and compliance.
Tailored Training Programs
Interactive workshops specifically tailored to a user’s permissions, role and expertise ensured every officer, administrator, and IT team member could navigate the system with confidence. This allowed field officers and employees to navigate the system with confidence, helped site owners effectively manage information, and gave IT personnel the skills needed to update and improve the site in perpetuity.
The Impact: Faster Search, Greater Efficiency, Empowered Teams
The knowledge management transformation delivered measurable improvements across nearly every aspect of the agency’s operations, directly addressing their most pressing challenges.
Faster, More Successful Search
Document search success rates improved from 60% to 97%, significantly reducing time spent locating critical information. Field officers accessed and submitted affidavits and training materials in real time, expediting processes such as warrant execution. Relevant forms, policies, and procedures became readily available on mobile devices, enabling quicker action during crises. Centralized version control ensured staff always used accurate, approved documents during critical operations.
Operational Independence and Reduced Costs
The agency eliminated redundant systems, including the decommissioning of legacy file servers, leading to substantial savings. Training and governance enabled the agency’s staff to manage the system independently, reducing reliance on external IT support. Training and information mapping led to more than 90% of users embracing the platform. Meanwhile, automated document retention improved compliance and timely responses to public records requests.
“The training was hands-on and practical—I learned how to retrieve the exact forms I need in real-world scenarios,” according to one agency representative.
Improved Coordination and Collaboration
The employee directory allowed teams to be assembled within minutes, leveraging detailed data on personnel skills and availability. These specialized teams now share a unified platform, which enables divisions to share best practices and lessons learned. Feedback mechanisms ensure the system evolves to meet changing operational demands.
Conclusion: A Future-Ready Agency
The overwhelming positive outcome from this partnership proved a tailored, people-first approach to technology transformation can deliver lasting results. By building a centralized, intuitive knowledge management system, the agency not only addressed its immediate challenges but also laid the foundation for long-term efficiency, scalability, and readiness.
“This system has transformed how we operate,” said one user. “We’re faster, smarter, and better prepared to serve our communities.”
For public safety agencies, every minute matters. By empowering personnel with reliable access to critical information, streamlined workflows, and comprehensive training, McChrystal Group was proud to help the agency focus on what truly matters: protecting and serving the public.
