Confidence In Policing

Peter Fahy

Chief Constable

Confidence or Satisfaction?

Satisfaction

Opinion - based onexperience of the service

Confidence

Belief - based on manyfactors

Currently primarilymeasured by APACS

User SatisfactionSurveys

Currently primarily measuredby Neighbourhood

Surveys

Interlinked

Satisfaction with the servicereceived from the police canaffect levels of confidence in

the police

Prior expectations of the policeservice (affected largely by

confidence) can affect reportedlevels of satisfaction

Vic

tims

/ oth

er

serv

ice

use

rs

All citizens / resid

ents

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)

Percentage of respondents answering ‘strongly agree’ or ‘tend to agree’ when asked ‘The police and local council are dealing with the ASB and crime issues that matter in this area’.

0.0%

10.0%

20.0%

30.0%

40.0%

50.0%

60.0%

70.0%

Greater Manchester Merseyside Northumbria South Yorkshire West Midlands West Yorkshire

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 PolicingNeighbourhood 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

1

2

3

4

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