Confidence In Policing Peter Fahy Chief Constable

Confidence or Satisfaction?

Why Is Confidence Important? Higher levels of satisfaction & confidence Increased engagement and response from the public Greater willingness to report crime & disorder More & better intelligence and willing witnesses More active citizenship

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 in Policing (2009)

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 T he 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

Priority Neighbourhoods – Shifting Confidence

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