quality service audit results - lincoln.ne.gov
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2019
Compiled by Officer Sara Genoways
Education and Personnel Unit
Lincoln Police Department
Quality Service Audit Results
Page 1
2019 QSA Results
Table of Contents
I. Total Results for 2019 ……………...… 3
II. Total Results Since Survey Began ….…. 4
III. Results – By Contact Type ……….…… 5
IV. Results – By Race ………….…...……. 9
V. Results – By Quarter ………….……... 16
VI. Results – By Team ……….…….……. 25
VII. Results – By Age ……………..……… 44
VIII. Results – By Gender …………………. 48
IX. Monthly Survey Total Reports ………… 51
Page 2
2019 QSA Results
The number of Quality Service Audit Surveys completed in 2019
was 4,123. This is a decrease of 44.9% from last year. The number of
participants in the survey pool is 34,045. The percentage of completed
calls in 2019 was 12.1%. The recruit assignment of 150 total successful
surveys was continued this year. The intern requirement of 125
successful surveys was eliminated after recruits articulated that they
were having difficulty locating recent contacts to call. Interns will be
required to complete QSAs once again in 2020 with a minimum of 50
successful calls as the new requirement.
Officer Sara Genoways
Education and Personnel
Page 3
2019 QSA Results
I. TOTAL RESULTS FOR 2019
Page 4
2019 QSA Results
II. TOTAL RESULTS SINCE SURVEY BEGAN
Page 5
2019 QSA Results
III. RESULTS BY CONTACT TYPE
0.0% 20.0% 40.0% 60.0% 80.0% 100.0%
Considerate of feelings
Professional behavior
Treated fairly
Treated with dignity
Listened
Knew what they were doing
78.0%
92.1%
85.1%
91.2%
75.1%
91.7%
90.6%
96.4%
91.5%
95.9%
93.0%
96.5%
90.1%
94.5%
92.0%
93.9%
93.3%
95.9%
Quality Service Audit:2019 Results
Participants: Citations = 1,630 Drivers =
1,586 Victims= 907
Victims Drivers Citations
Page 6
2019 QSA Results
VICTIMS
Page 7
2019 QSA Results
DRIVERS
Page 8
2019 QSA Results
CITATIONS
Page 9
2019 QSA Results
III. RESULTS BY RACE
0.00% 10.00% 20.00% 30.00% 40.00% 50.00% 60.00% 70.00% 80.00% 90.00%
White
African American
Asian American
Hispanic
Native American
Other/Unknown
78.78%
8.90%
1.77%
6.65%
0.90%
2.13%
80.6%
4.4%
4.6%
7.3%
0.6%
2.5%
Quality Service Audit: 2019 Participants
2010 Census: Percent of Lincoln Population Percent of 2019 Participants
Page 10
2019 QSA Results
WHITE RESPONDENTS
Page 11
2019 QSA Results
BLACK RESPONDENTS
Page 12
2019 QSA Results
HISPANIC RESPONDENTS
Page 13
2019 QSA Results
NATIVE AMERICAN RESPONDENTS
Page 14
2019 QSA Results
ASIAN RESPONDENTS
Page 15
2019 QSA Results
OTHER/UNKNOWN RESPONDENTS
Page 16
2019 QSA Results
V. RESULTS BY QUARTER
Page 17
2019 QSA Results
86.5%
94.9%
88.4%
94.6%
86.4%
93.9%
86.3%
94.0%
89.7%
93.4%
86.5%
95.8%
86.3%
93.6%
89.6%
92.8%
86.4%
93.8%
80.3%
94.6%
88.2%
93.4%
93.4%
95.1%
70.0% 75.0% 80.0% 85.0% 90.0% 95.0% 100.0%
Considerate of feelings
Professional behavior
Treated fairly
Treated with dignity
Listened
Knew what they were doing
Quality Service Audit: 2019 Results% of Positive Responses to Questions Asked of All Contacts
Fourth Quarter Third Quarter Second Quarter First Quarter
Page 18
2019 QSA Results
0.0% 10.0% 20.0% 30.0% 40.0% 50.0% 60.0% 70.0% 80.0% 90.0% 100.0%
Promised to Recontact
Follow-Up as Promised
Learn From Contact
Gave an Exchange Form
Gave a Business Card
Referred to Other Agencies
Explained Citation
51.8%
48.3%
45.9%
82.1%
72.3%
24.5%
89.3%
41.0%
59.6%
51.1%
86.9%
81.1%
15.6%
91.5%
50.9%
54.0%
49.4%
82.4%
79.0%
19.7%
89.9%
54.8%
65.2%
53.2%
84.3%
71.6%
15.9%
91.1%
Quality Service Audit: 2019 Results% of Positive Responses to Questions Specific to
Contact Type
First Quarter Second Quarter Third Quarter Fourth Quarter
Page 19
2019 QSA Results
0.0% 10.0% 20.0% 30.0% 40.0% 50.0% 60.0%
Never Safe
Usually Not Safe
Sometimes Safe
Usually Safe
Always Safe
1.8%
2.9%
14.5%
29.7%
46.9%
1.8%
4.1%
12.6%
33.1%
44.2%
1.2%
2.5%
10.9%
31.5%
50%
1.3%
3.2%
9.3%
33.7%
49.6%
Quality Service Audit: 2019 ResultHow Safe and Secure Do You Feel in Your Neighborhood?
First Quarter Second Quarter Third Quarter Fourth Quarter
Page 20
2019 QSA Results
0.0% 10.0% 20.0% 30.0% 40.0% 50.0% 60.0%
Fourth Quarter
Third Quarter
Second Quarter
First Quarter
56.5%
55.7%
52.7%
44.3%
22.5%
21.1%
22.9%
29.3%
10.9%
13.0%
15.6%
17.6%
4.7%
4.5%
3.5%
4.4%
3.7%
2.8%
2.3%
2.8%
Quality Service Audit: 2019 ResultHow Would You Rate the Officer's Overall Performance
in This Siutation?
Unsatisfactory Below Average Average Above Average Outstanding
Page 21
2019 QSA Results
FIRST QUARTER
Page 22
2019 QSA Results
SECOND QUARTER
Page 23
2019 QSA Results
THIRD QUARTER
Page 24
2019 QSA Results
FOURTH QUARTER
Page 25
2019 QSA Results
VI. RESULTS BY TEAM
Page 26
2019 QSA Results
NORTHWEST
Page 27
2019 QSA Results
NORTHEAST
Page 28
2019 QSA Results
CENTRAL INVESTIGATIONS
Page 29
2019 QSA Results
SOUTHWEST
Page 30
2019 QSA Results
SOUTHEAST
Page 31
2019 QSA Results
TRAFFIC
Page 32
2019 QSA Results
CENTER
Page 33
2019 QSA Results
NARCOTICS
Page 34
2019 QSA Results
EDUCATION AND PERSONNEL
Page 35
2019 QSA Results
SUPPORT/GENERAL MANAGEMENT
Page 36
2019 QSA Results
IDENTIFICATION
Page 37
2019 QSA Results
SERVICE DESK
Page 38
2019 QSA Results
FAMILY CRIME UNIT
Page 39
2019 QSA Results
TECHNICAL INVESTIGATIONS UNIT
Page 40
2019 QSA Results
MANAGEMENT SERVICES
Page 41
2019 QSA Results
POLICE GARAGE
Page 42
2019 QSA Results
COMMUNICATIONS
Page 43
2019 QSA Results
EX-EMPLOYEE
Page 44
2019 QSA Results
VII. RESULTS BY AGE
Page 45
2019 QSA Results
0 – 20 YEARS
Page 46
2019 QSA Results
21 – 35 YEARS
Page 47
2019 QSA Results
36 – 100 YEARS
Page 48
2019 QSA Results
VIII. RESULTS BY GENDER
Page 49
2019 QSA Results
MALE
Page 50
2019 QSA Results
FEMALE
Page 51
2019 QSA Results
IX.
MONTHLY SURVEY TOTAL
REPORTS
Page 52
2019 QSA Results
JANUARY TOTALS
Page 53
2019 QSA Results
FEBRUARY TOTALS
Page 54
2019 QSA Results
MARCH TOTALS
Page 55
2019 QSA Results
APRIL TOTALS
Page 56
2019 QSA Results
MAY TOTALS
Page 57
2019 QSA Results
JUNE TOTALS
Page 58
2019 QSA Results
JULY TOTALS
Page 59
2019 QSA Results
AUGUST TOTALS
Page 60
2019 QSA Results
SEPTEMBER TOTALS
Page 61
2019 QSA Results
OCTOBER TOTALS
Page 62
2019 QSA Results
NOVEMBER TOTALS
Page 63
2019 QSA Results
DECEMBER TOTALS
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