Digital Surrey 1

Location based mobile apps with open social data are the

face of policing on the Internet

Angus Fox, Director, Multizone

25/01/2012

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Agenda

• How did we get to here• Our approach to the

market• Surrey Police mobile

apps case study– Why?– Technology– Metrics and success

factors– What’s next

• What does this all mean?

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Why should police care about social media?

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Source: http://www.prmoment.com/685/social-media-census-2011.aspx

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Mobile apps are the Internet

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Source: https://twitter.com/thebeebs/statuses/129255828548104192

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Surrey Police news item (1 min)

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http://www.multizone.co.uk/news/news/206-230811-telegraph-itn.html

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HOW DID WE GET HERE?

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Timely, authentic updates, that the police need to know about

“Not a social network, we are an Information Network”. - Twitter

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Policing the London G20 protest“The police must be aware that their behaviour will be monitored, recorded and instantly made public via the internet. They must modify their behaviour and briefings accordingly.”– Sir Paul Stephenson

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Initial premise

Wanted to build my own software

company.

Fed up with building them for

other people

There must be a place in the

market with a need to engage in this new way which has no tools and is ready to try

Public Sector?

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Initial approach

Everything is real-time now

Social media is a disruptive technology

Web sites were originally a novelty

Effective tools and policy for

engagement can bring about

reductions in costs in..

..Service improvement, Monitoring,

Customer Service, Reputation

Management, policy reinforcement

Examples

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What could a mobile app add?

• Cost reduction • Diversion • Positive response• Innovative

trailblazer• Governance • Enabler of culture

shift

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Issues: Governance and Culture

Social Control

Censored/blocked

Highly moderated

Prescribed policy

Official responses

Everybody

Self regulating

Open and transparent

Consistent Tone of Voice

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Q. How can social media affect Policing?A. It already does

PC

Ward

, Face

book"Can't wait

to bash some long haired hippys up @ the G20."

BB

C N

ew

s, T

he

sun“PC eager

to hit G20 protesters”“Sick message on cop's Facebook”

Sco

tlan

d Y

ard “A PC from

Enfield was today given a written warning under public conduct regulations”Source: Quotes taken from BBC, Sky News,

The Sun 25/01/2012 14

Digital Surrey

Segmenting the market

Public Sector

Blue Light

Police Fire

Government

Local Authorities

• Encouragement but little or no budget

• Lots of vested interests

• Size and complexity of market for a small business

• On-going distaste for social media – desire to control the message

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Real issues for UK plc• Nothing happened for months before and after the general election• Structures, leadership and guidance in the public sector leave the

potential for disparate fragmented disconnected projects• Duplication of effort, high costs• Unwillingness to work with small businesses – even to reply or keep to

meetings – wasted costs we couldn’t afford• Inability to contract / communicate• Head in the sand ‘we can control the message’ mentality• Turf war between ‘comms’, ‘operations’ and ‘IT’• Warned off some by some forces and organisations

– ‘tendering rules mean we can’t speak to you at all’, – ‘DiY we could do this ourselves’ – ‘No mobile strategy’– ‘No budget’– ‘Don’t understand’– ‘Not a priority’

• Agreed work then silence

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Case Study

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Surrey Police

Multizone

Vodafone

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Why – because communities are social and mobile now!

Increased Visibility

Insight for the public

Confidence in Policing

Advocacy by the public

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Surrey Police

• Top down leadership approach open to transformation and culture shift

• Instead of finding reasons not to engage with us Surrey asked ‘what could you do’ and for how much?

• Willingness to take a risk with a local company

• Passion for neighbourhood policing and for social media

• And asked ‘could you just add Crime Mapper’

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The challenges

• Transform service delivery within constrained budgets.

• Account for what local officers are doing and engage with the public

• Culture shift ‘don’t get better – get good’

• Challenge expensive, outmoded devices and applications with cheaper devices

• Open data including crime data, all open networks

• No data protection, no security issues

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Runnymede First

• A demonstrator for live deployment in Surrey– All open public networks– Analytics– Phone app for the public– Phone app for police

officers• No jargon / police speak• Built in governance• Geocoded Twitter Updates

– Live end March 2011

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Why a demonstrator

Requirements

Huge List of possible requiremen

ts

Demonstrator

Distillation to a release and proof

point

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The right feature set

Surrey Police

Police Station info

Contact us

Web

email

Social

Phone

Your Neighbourhood

Priorities

Events

Team

Ratings

Suggestions

Surrey

Photos & Videos

Officers

Helicopters

Police Authority

Surrey Police

News

Live Runnymede Beat

Surrey Feed

Runnymede Feed

Live Map

Crime Chart

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Runnymede metrics

•10•100,000•550•605025/01/2012

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Runnymede metrics

• 10 – average number of attendees at a local policing meeting

• 100,000 – population

• 550 twitter followers

• 6050 iPhone downloads

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Proof that app is more accessible than twitter?

Twitter Downloads0

1000

2000

3000

4000

5000

6000

7000

11xAmplification of messages to tens of thousands of local people through the app & social networks

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Success Factors

1. Executive Management support2. Level setting and buy-in at all levels 3. Insight into policing and social

engagement4. The right features in the software

Multizone developed5. Mobile Network operator buy-in and

support 6. Perfect launch execution25/01/2012

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Executive Management support

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Mark Rowley – Surrey Chief constable – "There has been a lot of bad publicity recently

about Twitter and policing and today we can turn all

that on its head. What we are trying to do with Surrey

Police Beat is to make visible what their local officers are doing for them on a day to day basis. It also allows the public to comment, so it is a two-way flow and it is more dynamic that anything we

have had before."

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Level setting & buy-in at all levels

• Impact Review – Identification of Quick time to value

projects / pilots– Maturity Assessment

• Boot Camps • Meetings / Seminars

– Intensive one or two day workshops or one to one briefings for senior management

– The reality of engagement across channels to the public and their representatives

– Social engagement programmes– The real return on investment and

improvements to service delivery that are possible

– Why this is not just about being a bolt on marketing program at extra cost.

• Action plan for buy-in

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Insight into policing and social engagement

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Social Media Public

Twitter

Facebook

Flickr

YouTub

e

Tasking

(Web)

Officers

(Mobile)

Mobile

Apps

Police Updates

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Mobile Network operator support

• Vodafone, Surrey Police and Multizone worked together to pilot test the apps and devices in Runnymede

• Now Vodafone are supplying 500 new HTC Android based phones for officers25/01/2012

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Perfect launch execution

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After Public Release

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• Field training

• New Functionality

Borough

Roll Out

• Field training

• New Functionality

Borough

Roll Out

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Roadmap

Mole Valley

Runnymede

Surrey Heath

Revised Public App Elmbridge

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• Roll out 500 smartphones for neighbourhood officers and staff

• Partner with a Mobile Network Operator

• Free web app for tasking officers and staff

• Next Police Force customer (February)

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OUR APPROACH

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Need: Phones, developers and tools, and network operators

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• Built successful mobile apps and platforms before at Openwave, Mercury & HP

• Attended Mobile World Congress to meet– Manufacturers– Operators, – Developers

• Started to run London Devnest community to get to know– Community developers– Twitter Corp– Interesting technology

• Early adopter of Appcelerator Titanium development toolchain– Codestrong Conference– Passionate London Titanium

Community

Source: Gizmodo

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The right mobile experience

Technology

Mobile

Multimedia

Location Based

Services

Analytics

Social Sharing

World class tools and best practise

Open Data

First time app store approval

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Elaboration via mockups

• The right features• Performance and

other technology ‘givens’

• Publish to app stores

• Realised the need for 2 apps – A Police App and a Public App

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Police App

• Easy, quick error free updates

• A normal part of work not a novelty

• Built in accountability

• Low cost Android phone

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Free public app

• Easy to use• Improves

transparency• Information about

local officers• Sets crime in

context• A way for the busy

public to tell police their views

• Diverts people to local, non emergency contact points

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Native Apps built with Appcelerator

Multizon

eNot…

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• Actual native controls

• Better user experience

• Faster• Works

offline

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Recognised for best practice at CodeStrong 2011 This is pretty cool, Surrey Police official app for connecting with the public to solve crime. It launched around the time of the UK riots and its a great application - Jeff Haynie – CEO Appcelerator

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What does all this mean?

The explosion of mobile access to local information changes everything

• Engagement provides Access and opportunity to Influence

• Answers provide value• Engagement saves officer time

and reinforces presence• Answers are amplified

inexpensively online in real-time

• Governance is automatic, officers cannot send inappropriate updates

• Gives local officers access to the same tools that the public already take for granted

App Development is only part of the picture for a successful live project

• Force readiness workshops, Level setting, culture shift

• Police app, Public app feasibility and development process

• Skills transfer• Willing and able audience• Culture shift• Best practices• All ranks and staff

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QUESTIONS / DISCUSSION

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