Case Study: Hertfordshire Beacon Victim Support App

Client Overview

The Hertfordshire Beacon is a countywide victim support service operating in partnership with the Hertfordshire Police and Crime Commissioner’s Office, the Hertfordshire Criminal Justice Unit, and an outsourced agency responsible for delivering frontline victim services. Their shared mission is to provide timely, trauma-informed support to victims of crime across Hertfordshire, ensuring individuals can access help safely, confidentially and efficiently. In 2021, as part of a wider digital transformation initiative, the partnership sought to modernise how victims engage with services, moving beyond traditional communication channels to a secure, accessible digital platform.

The Challenge

Victims of crime often face barriers when accessing support. Existing processes relied heavily on phone and email communication, which could be difficult, intrusive, or inaccessible for vulnerable users. The partnership needed a solution that would:

• Simplify access to victim support services
• Enable secure, confidential communication
• Improve case coordination across agencies
• Meet strict safeguarding and GDPR requirements
• Provide a discreet and trauma-informed user experience

Given the highly sensitive nature of user data, security and resilience were non-negotiable. The platform would need to withstand modern cyber threats while remaining intuitive and compassionate in design.

The Solution

GlobalizeMe worked alongside stakeholders, frontline teams and service users to design and build a mobile app that puts safety and simplicity first.

Designed Around Real People

Through stakeholder workshops, user journey mapping, and iterative prototyping, GlobalizeMe worked closely with frontline caseworkers, commissioners, and service users to understand pain points and safeguarding requirements. The resulting solution prioritised:

• Clarity and simplicity in navigation
• Neutral, discreet branding
• Quick-exit functionality
• Minimal data collection aligned to GDPR principles
• Built-in privacy controls

The app provides secure messaging, case updates, resource libraries, and referral pathways within a protected digital environment.

Built to Be Secure and Reliable

The application was built using modern cross-platform mobile frameworks, enabling efficient deployment across iOS and Android while maintaining a high-performance user experience. The backend infrastructure was architected within Amazon Web Services, leveraging:

• Amazon EC2 for scalable compute
• AWS Lambda for serverless processing
• Amazon RDS with encrypted storage for structured data
• TLS 1.2+ encryption in transit
• Encryption at rest using AWS-managed keys
• Role-based access controls and strict IAM policies
• Multi-factor authentication for authorised personnel

Resilience was embedded through high-availability configurations, automated backups, and real-time monitoring using CloudWatch.

Security by Design

Security was integrated throughout the development lifecycle. Automated CI/CD pipelines included code quality checks, static application security testing, and dependency vulnerability scanning. Before launch, independent security specialists tested the app by trying to break into it. Any weaknesses they found were fixed before the app went live.

Ongoing Maintenance and Multi-Agency Support

Post-launch, the app entered a structured maintenance and monitoring phase. Continuous infrastructure monitoring, regular security patching, and framework updates ensure ongoing protection against emerging threats. GlobalizeMe also supports the wider ecosystem through staff training sessions, technical documentation, dedicated user support channels, and close coordination with partner agencies to ensure operational alignment.

The Outcome

The App has transformed how people access help across the county. Victims now have a secure and discreet way to communicate with support services without relying solely on phone or email. Agencies can coordinate more effectively, information is protected at every stage, and users have greater control over how they engage with support. Most importantly, the app delivers something that matters far beyond technology. It provides a safer, calmer way for people to seek help during some of the most difficult moments of their lives.

Looking Ahead

The work does not stop here. Further security testing is planned to ensure the platform remains robust as cyber threats evolve. There are also plans to explore future enhancements that will make the service even more scalable and resilient. By continuing to strengthen and refine the platform, the Hertfordshire Beacon Victim Support App remains focused on one core purpose: giving people a safe, secure and compassionate way to access support when they need it most.