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Confidence In Policing. Peter Fahy Chief Constable. Confidence or Satisfaction?. Why Is Confidence Important?. Whose Confidence Is It?.
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Confidence In Policing Peter Fahy Chief Constable
Whose Confidence Is It? • Home Office target ~ % public agree that “the police and local council are dealing with the anti-social behaviour and crime issues that matter in this area” ~ confidence? • GMP target ~ 58% by March 2012 • Some areas will find it more difficult to influence perceptions of public services than others • Area Challenge Index ~ • Region, Deprivation, Ethnic Diversity, Youth Population, Population ‘churn’, Physical living conditions – particularly over occupancy, and Urbanity • Manchester is most challenged authority in the UK
Confidence and the Customer Journey • Touch Points • First contact • Police attend • Information provided • Updates • Resolution • Overall • Moments of Truth • Think • Feel • React
Drivers of Confidence • Police understand and deal with things that matter • Being treated with dignity, respect and fairness • Perceiving low levels of anti-social behaviour • Perceiving a decrease in crime in local area • Satisfaction with service provided after contacting police • Police can be relied on to be there when needed and deal with minor crimes • Satisfaction with ease of contacting NPT • Feeling well informed about actions taken to tackle ASB • Media coverage • Seeing police officers & PCSOs on foot patrol • Awareness of police service
Strategy for Improvement • The police need to understand what matters by seeking the public’s views through regular, meaningful consultation • The police need to promote and feed back actions taken to deal with the issues that have been identified by consultation. • The police need to provide a good service, including treating members of the public fairly and with respect • The police need to be well known and easy to contact
Citizen-Focused Policing • Neighbourhood is the foundation for action • Accountability and ownership • Officers put themselves in victims’ shoes • Understand local priorities and address them • Officers more able to empathise and experience ‘moments of truth’ • Treat all members of community fairly, and with dignity & respect • Ability to seize opportunities from the victims/customers point of view not organisational tidiness or HO definitions
Public Value Policing – A New Agenda for Trust & Confidence • Police, communities and politicians must reach a consensus on long term decisions and compromises • Involve the community in priority setting and decision-making • Police leaders must inspire communities to imagine and work toward a better future • Communities encouraged to accept and take responsibility • Greater sharing of public assets – leaders to relinquish control