“how responsive should policing be to community priorities and concerns?”
DESCRIPTION
“How responsive should policing be to community priorities and concerns?”. Jayne Pascoe: Citizen Focus Delivery Manager. Frontline Staff - ‘Can do’ attitude. Want to: help communities do a good job change things for the better Need: clearly defined role - PowerPoint PPT PresentationTRANSCRIPT
“How responsive should policing be to community priorities and concerns?”
INVESTOR IN PEOPLE
Jayne Pascoe: Citizen Focus Delivery Manager
Frontline Staff - ‘Can do’ attitude
• Want to:– help communities– do a good job – change things for the better
• Need: – clearly defined role – robust performance management framework
Impact of Quantitative Targets
√ Defined police role in the community√ Defined what good looks like√ Played to our strengths√ Police can achieve alone
• Emphasised quantity over quality• Very little discretion in response
“How much would you agree or disagree that the police and local council are dealing with ASB and crime issues that matter in this area?”
The Single ‘Confidence’ Target
References: Cabinet Office 2008; Home Office 2008; British Crime Survey. INVESTOR IN PEOPLE
Challenges
• ‘Good’ looks very different • Excellent performers may now be poor • Redefined role in communities• Cannot achieve alone• Need to provide tailored services• Qualitative performance management• Empowered communities
Implications of the ‘Confidence‘ target
• New skills required• More effective ways of engaging and
involving communities• More effective ways of working with
partners • New performance management framework
Culture Change
Police ledPublic led
Acting aloneAcross departments / in partnership
One size fits all Tailored services
Blame Learning
Telling Empowering
ReactiveProactive
Enforcement Problem solving
Strengths
• Neighbourhood policing structures• ‘Excellent’ forces identified by HMIC• Hallmarks defined • New complaints procedures and ethos• Focus on equality and diversity• Crime reduced• Performance data on quality issues
What do people think?
Victim satisfaction surveysBritish crime survey
Witness and Victim Experience Surveys
Complaints data
Supervisor ring backs
Feedback forms
Focus Groups
Letters of appreciation
Customer Journey Mapping
Keeping people informed
Marketing and mediaLocal Crime Information
Crime MappingPolicing Pledge
Victim’s Code / Witness Charter Force web sites
E mailText messaging
Trends in public confidence (PPAF)
Footnote: Being confident in the police does not include those people who assess them to do a ‘fair job’. Qualitative evidence suggest that a ‘fair’ response is equivocal, and cannot be assumed to be positive.Reference: British Crime Survey.
0
20
40
60
80
100
Per
cen
t
Very or fairly good jobExcellent or good job
Comparisons with other professions
9
23
24
24
29
36
37
39
43
43
48
51
69
77
81
84
93
0 20 40 60 80 100
Newspaper journalists - the Sun, M irror or Daily Star
Government ministers
P eople who run large companies
Estate agents
MP s in general
Senior managers in local councils
Top civil servants
Newspaper journalists - the Times, Telegraph, or Guardian
Senior managers in the NHS
Local councillors
Your local MP
TV news journalists
Senior police officers
Local police in your area
J udges
Head teachers in schools
Family doctors
Per cent
References: Ipsos MORI / Committee on Standards in Public Life 2006. INVESTOR IN PEOPLE
Trust in the local police to tell the truth compared favourably to many other professions.
75
58
66 65
72
6561 63
65 65
55
4650 51
54
48
42 42 4139
0
20
40
60
80
100
1996 1998 2000 2001/02 2002/03 2003/04 2004/05 2005/06 2006/07 2007/08
Per
cen
t
Whole country
Local area
The Reassurance Gap
INVESTOR IN PEOPLEReferences: British Crime Survey.