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“How responsive should policing be to community priorities and concerns?”

“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

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“How responsive should policing be to community priorities and concerns?”

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  1. “How responsive should policing be to community priorities and concerns?” Jayne Pascoe: Citizen Focus Delivery Manager

  2. 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

  3. 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

  4. The Single ‘Confidence’ Target • “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?” References: Cabinet Office 2008; Home Office 2008; British Crime Survey.

  5. 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

  6. 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

  7. Culture Change Public led Police led Across departments / in partnership Acting alone Tailored services One size fits all Learning Blame Telling Empowering Proactive Reactive Problem solving Enforcement

  8. 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

  9. What do people think? Supervisor ring backs Victim satisfaction surveys British crime survey Witness and Victim Experience Surveys Feedback forms Letters of appreciation Complaints data • Customer Journey Mapping Focus Groups

  10. Keeping people informed Policing Pledge Crime Mapping Victim’s Code / Witness Charter • Force web sites Marketing and media Local Crime Information • Facebook • E mail Text messaging

  11. 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.

  12. Comparisons with other professions Trust in the local police to tell the truth compared favourably to many other professions. References: Ipsos MORI / Committee on Standards in Public Life 2006.

  13. The Reassurance Gap References: British Crime Survey.

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