“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 –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.

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 led Public led Acting alone Across departments / in partnership One size fits all Tailored services Blame Learning Telling Empowering Reactive Proactive 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 surveys British 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 media Local Crime Information Crime Mapping Policing Pledge Victim’s Code / Witness Charter Force web sites E mail Text messaging Facebook

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.

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

The Reassurance Gap References: British Crime Survey.