![Page 1: Quality Service Audit Results - lincoln.ne.gov](https://reader033.vdocuments.mx/reader033/viewer/2022061306/629d909a4f18cf4ccb3b6616/html5/thumbnails/1.jpg)
2019
Compiled by Officer Sara Genoways
Education and Personnel Unit
Lincoln Police Department
Quality Service Audit Results
![Page 2: Quality Service Audit Results - lincoln.ne.gov](https://reader033.vdocuments.mx/reader033/viewer/2022061306/629d909a4f18cf4ccb3b6616/html5/thumbnails/2.jpg)
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 3: Quality Service Audit Results - lincoln.ne.gov](https://reader033.vdocuments.mx/reader033/viewer/2022061306/629d909a4f18cf4ccb3b6616/html5/thumbnails/3.jpg)
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 4: Quality Service Audit Results - lincoln.ne.gov](https://reader033.vdocuments.mx/reader033/viewer/2022061306/629d909a4f18cf4ccb3b6616/html5/thumbnails/4.jpg)
Page 3
2019 QSA Results
I. TOTAL RESULTS FOR 2019
![Page 5: Quality Service Audit Results - lincoln.ne.gov](https://reader033.vdocuments.mx/reader033/viewer/2022061306/629d909a4f18cf4ccb3b6616/html5/thumbnails/5.jpg)
Page 4
2019 QSA Results
II. TOTAL RESULTS SINCE SURVEY BEGAN
![Page 6: Quality Service Audit Results - lincoln.ne.gov](https://reader033.vdocuments.mx/reader033/viewer/2022061306/629d909a4f18cf4ccb3b6616/html5/thumbnails/6.jpg)
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 7: Quality Service Audit Results - lincoln.ne.gov](https://reader033.vdocuments.mx/reader033/viewer/2022061306/629d909a4f18cf4ccb3b6616/html5/thumbnails/7.jpg)
Page 6
2019 QSA Results
VICTIMS
![Page 8: Quality Service Audit Results - lincoln.ne.gov](https://reader033.vdocuments.mx/reader033/viewer/2022061306/629d909a4f18cf4ccb3b6616/html5/thumbnails/8.jpg)
Page 7
2019 QSA Results
DRIVERS
![Page 9: Quality Service Audit Results - lincoln.ne.gov](https://reader033.vdocuments.mx/reader033/viewer/2022061306/629d909a4f18cf4ccb3b6616/html5/thumbnails/9.jpg)
Page 8
2019 QSA Results
CITATIONS
![Page 10: Quality Service Audit Results - lincoln.ne.gov](https://reader033.vdocuments.mx/reader033/viewer/2022061306/629d909a4f18cf4ccb3b6616/html5/thumbnails/10.jpg)
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 11: Quality Service Audit Results - lincoln.ne.gov](https://reader033.vdocuments.mx/reader033/viewer/2022061306/629d909a4f18cf4ccb3b6616/html5/thumbnails/11.jpg)
Page 10
2019 QSA Results
WHITE RESPONDENTS
![Page 12: Quality Service Audit Results - lincoln.ne.gov](https://reader033.vdocuments.mx/reader033/viewer/2022061306/629d909a4f18cf4ccb3b6616/html5/thumbnails/12.jpg)
Page 11
2019 QSA Results
BLACK RESPONDENTS
![Page 13: Quality Service Audit Results - lincoln.ne.gov](https://reader033.vdocuments.mx/reader033/viewer/2022061306/629d909a4f18cf4ccb3b6616/html5/thumbnails/13.jpg)
Page 12
2019 QSA Results
HISPANIC RESPONDENTS
![Page 14: Quality Service Audit Results - lincoln.ne.gov](https://reader033.vdocuments.mx/reader033/viewer/2022061306/629d909a4f18cf4ccb3b6616/html5/thumbnails/14.jpg)
Page 13
2019 QSA Results
NATIVE AMERICAN RESPONDENTS
![Page 15: Quality Service Audit Results - lincoln.ne.gov](https://reader033.vdocuments.mx/reader033/viewer/2022061306/629d909a4f18cf4ccb3b6616/html5/thumbnails/15.jpg)
Page 14
2019 QSA Results
ASIAN RESPONDENTS
![Page 16: Quality Service Audit Results - lincoln.ne.gov](https://reader033.vdocuments.mx/reader033/viewer/2022061306/629d909a4f18cf4ccb3b6616/html5/thumbnails/16.jpg)
Page 15
2019 QSA Results
OTHER/UNKNOWN RESPONDENTS
![Page 17: Quality Service Audit Results - lincoln.ne.gov](https://reader033.vdocuments.mx/reader033/viewer/2022061306/629d909a4f18cf4ccb3b6616/html5/thumbnails/17.jpg)
Page 16
2019 QSA Results
V. RESULTS BY QUARTER
![Page 18: Quality Service Audit Results - lincoln.ne.gov](https://reader033.vdocuments.mx/reader033/viewer/2022061306/629d909a4f18cf4ccb3b6616/html5/thumbnails/18.jpg)
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 19: Quality Service Audit Results - lincoln.ne.gov](https://reader033.vdocuments.mx/reader033/viewer/2022061306/629d909a4f18cf4ccb3b6616/html5/thumbnails/19.jpg)
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 20: Quality Service Audit Results - lincoln.ne.gov](https://reader033.vdocuments.mx/reader033/viewer/2022061306/629d909a4f18cf4ccb3b6616/html5/thumbnails/20.jpg)
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 21: Quality Service Audit Results - lincoln.ne.gov](https://reader033.vdocuments.mx/reader033/viewer/2022061306/629d909a4f18cf4ccb3b6616/html5/thumbnails/21.jpg)
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 22: Quality Service Audit Results - lincoln.ne.gov](https://reader033.vdocuments.mx/reader033/viewer/2022061306/629d909a4f18cf4ccb3b6616/html5/thumbnails/22.jpg)
Page 21
2019 QSA Results
FIRST QUARTER
![Page 23: Quality Service Audit Results - lincoln.ne.gov](https://reader033.vdocuments.mx/reader033/viewer/2022061306/629d909a4f18cf4ccb3b6616/html5/thumbnails/23.jpg)
Page 22
2019 QSA Results
SECOND QUARTER
![Page 24: Quality Service Audit Results - lincoln.ne.gov](https://reader033.vdocuments.mx/reader033/viewer/2022061306/629d909a4f18cf4ccb3b6616/html5/thumbnails/24.jpg)
Page 23
2019 QSA Results
THIRD QUARTER
![Page 25: Quality Service Audit Results - lincoln.ne.gov](https://reader033.vdocuments.mx/reader033/viewer/2022061306/629d909a4f18cf4ccb3b6616/html5/thumbnails/25.jpg)
Page 24
2019 QSA Results
FOURTH QUARTER
![Page 26: Quality Service Audit Results - lincoln.ne.gov](https://reader033.vdocuments.mx/reader033/viewer/2022061306/629d909a4f18cf4ccb3b6616/html5/thumbnails/26.jpg)
Page 25
2019 QSA Results
VI. RESULTS BY TEAM
![Page 27: Quality Service Audit Results - lincoln.ne.gov](https://reader033.vdocuments.mx/reader033/viewer/2022061306/629d909a4f18cf4ccb3b6616/html5/thumbnails/27.jpg)
Page 26
2019 QSA Results
NORTHWEST
![Page 28: Quality Service Audit Results - lincoln.ne.gov](https://reader033.vdocuments.mx/reader033/viewer/2022061306/629d909a4f18cf4ccb3b6616/html5/thumbnails/28.jpg)
Page 27
2019 QSA Results
NORTHEAST
![Page 29: Quality Service Audit Results - lincoln.ne.gov](https://reader033.vdocuments.mx/reader033/viewer/2022061306/629d909a4f18cf4ccb3b6616/html5/thumbnails/29.jpg)
Page 28
2019 QSA Results
CENTRAL INVESTIGATIONS
![Page 30: Quality Service Audit Results - lincoln.ne.gov](https://reader033.vdocuments.mx/reader033/viewer/2022061306/629d909a4f18cf4ccb3b6616/html5/thumbnails/30.jpg)
Page 29
2019 QSA Results
SOUTHWEST
![Page 31: Quality Service Audit Results - lincoln.ne.gov](https://reader033.vdocuments.mx/reader033/viewer/2022061306/629d909a4f18cf4ccb3b6616/html5/thumbnails/31.jpg)
Page 30
2019 QSA Results
SOUTHEAST
![Page 32: Quality Service Audit Results - lincoln.ne.gov](https://reader033.vdocuments.mx/reader033/viewer/2022061306/629d909a4f18cf4ccb3b6616/html5/thumbnails/32.jpg)
Page 31
2019 QSA Results
TRAFFIC
![Page 33: Quality Service Audit Results - lincoln.ne.gov](https://reader033.vdocuments.mx/reader033/viewer/2022061306/629d909a4f18cf4ccb3b6616/html5/thumbnails/33.jpg)
Page 32
2019 QSA Results
CENTER
![Page 34: Quality Service Audit Results - lincoln.ne.gov](https://reader033.vdocuments.mx/reader033/viewer/2022061306/629d909a4f18cf4ccb3b6616/html5/thumbnails/34.jpg)
Page 33
2019 QSA Results
NARCOTICS
![Page 35: Quality Service Audit Results - lincoln.ne.gov](https://reader033.vdocuments.mx/reader033/viewer/2022061306/629d909a4f18cf4ccb3b6616/html5/thumbnails/35.jpg)
Page 34
2019 QSA Results
EDUCATION AND PERSONNEL
![Page 36: Quality Service Audit Results - lincoln.ne.gov](https://reader033.vdocuments.mx/reader033/viewer/2022061306/629d909a4f18cf4ccb3b6616/html5/thumbnails/36.jpg)
Page 35
2019 QSA Results
SUPPORT/GENERAL MANAGEMENT
![Page 37: Quality Service Audit Results - lincoln.ne.gov](https://reader033.vdocuments.mx/reader033/viewer/2022061306/629d909a4f18cf4ccb3b6616/html5/thumbnails/37.jpg)
Page 36
2019 QSA Results
IDENTIFICATION
![Page 38: Quality Service Audit Results - lincoln.ne.gov](https://reader033.vdocuments.mx/reader033/viewer/2022061306/629d909a4f18cf4ccb3b6616/html5/thumbnails/38.jpg)
Page 37
2019 QSA Results
SERVICE DESK
![Page 39: Quality Service Audit Results - lincoln.ne.gov](https://reader033.vdocuments.mx/reader033/viewer/2022061306/629d909a4f18cf4ccb3b6616/html5/thumbnails/39.jpg)
Page 38
2019 QSA Results
FAMILY CRIME UNIT
![Page 40: Quality Service Audit Results - lincoln.ne.gov](https://reader033.vdocuments.mx/reader033/viewer/2022061306/629d909a4f18cf4ccb3b6616/html5/thumbnails/40.jpg)
Page 39
2019 QSA Results
TECHNICAL INVESTIGATIONS UNIT
![Page 41: Quality Service Audit Results - lincoln.ne.gov](https://reader033.vdocuments.mx/reader033/viewer/2022061306/629d909a4f18cf4ccb3b6616/html5/thumbnails/41.jpg)
Page 40
2019 QSA Results
MANAGEMENT SERVICES
![Page 42: Quality Service Audit Results - lincoln.ne.gov](https://reader033.vdocuments.mx/reader033/viewer/2022061306/629d909a4f18cf4ccb3b6616/html5/thumbnails/42.jpg)
Page 41
2019 QSA Results
POLICE GARAGE
![Page 43: Quality Service Audit Results - lincoln.ne.gov](https://reader033.vdocuments.mx/reader033/viewer/2022061306/629d909a4f18cf4ccb3b6616/html5/thumbnails/43.jpg)
Page 42
2019 QSA Results
COMMUNICATIONS
![Page 44: Quality Service Audit Results - lincoln.ne.gov](https://reader033.vdocuments.mx/reader033/viewer/2022061306/629d909a4f18cf4ccb3b6616/html5/thumbnails/44.jpg)
Page 43
2019 QSA Results
EX-EMPLOYEE
![Page 45: Quality Service Audit Results - lincoln.ne.gov](https://reader033.vdocuments.mx/reader033/viewer/2022061306/629d909a4f18cf4ccb3b6616/html5/thumbnails/45.jpg)
Page 44
2019 QSA Results
VII. RESULTS BY AGE
![Page 46: Quality Service Audit Results - lincoln.ne.gov](https://reader033.vdocuments.mx/reader033/viewer/2022061306/629d909a4f18cf4ccb3b6616/html5/thumbnails/46.jpg)
Page 45
2019 QSA Results
0 – 20 YEARS
![Page 47: Quality Service Audit Results - lincoln.ne.gov](https://reader033.vdocuments.mx/reader033/viewer/2022061306/629d909a4f18cf4ccb3b6616/html5/thumbnails/47.jpg)
Page 46
2019 QSA Results
21 – 35 YEARS
![Page 48: Quality Service Audit Results - lincoln.ne.gov](https://reader033.vdocuments.mx/reader033/viewer/2022061306/629d909a4f18cf4ccb3b6616/html5/thumbnails/48.jpg)
Page 47
2019 QSA Results
36 – 100 YEARS
![Page 49: Quality Service Audit Results - lincoln.ne.gov](https://reader033.vdocuments.mx/reader033/viewer/2022061306/629d909a4f18cf4ccb3b6616/html5/thumbnails/49.jpg)
Page 48
2019 QSA Results
VIII. RESULTS BY GENDER
![Page 50: Quality Service Audit Results - lincoln.ne.gov](https://reader033.vdocuments.mx/reader033/viewer/2022061306/629d909a4f18cf4ccb3b6616/html5/thumbnails/50.jpg)
Page 49
2019 QSA Results
MALE
![Page 51: Quality Service Audit Results - lincoln.ne.gov](https://reader033.vdocuments.mx/reader033/viewer/2022061306/629d909a4f18cf4ccb3b6616/html5/thumbnails/51.jpg)
Page 50
2019 QSA Results
FEMALE
![Page 52: Quality Service Audit Results - lincoln.ne.gov](https://reader033.vdocuments.mx/reader033/viewer/2022061306/629d909a4f18cf4ccb3b6616/html5/thumbnails/52.jpg)
Page 51
2019 QSA Results
IX.
MONTHLY SURVEY TOTAL
REPORTS
![Page 53: Quality Service Audit Results - lincoln.ne.gov](https://reader033.vdocuments.mx/reader033/viewer/2022061306/629d909a4f18cf4ccb3b6616/html5/thumbnails/53.jpg)
Page 52
2019 QSA Results
JANUARY TOTALS
![Page 54: Quality Service Audit Results - lincoln.ne.gov](https://reader033.vdocuments.mx/reader033/viewer/2022061306/629d909a4f18cf4ccb3b6616/html5/thumbnails/54.jpg)
Page 53
2019 QSA Results
FEBRUARY TOTALS
![Page 55: Quality Service Audit Results - lincoln.ne.gov](https://reader033.vdocuments.mx/reader033/viewer/2022061306/629d909a4f18cf4ccb3b6616/html5/thumbnails/55.jpg)
Page 54
2019 QSA Results
MARCH TOTALS
![Page 56: Quality Service Audit Results - lincoln.ne.gov](https://reader033.vdocuments.mx/reader033/viewer/2022061306/629d909a4f18cf4ccb3b6616/html5/thumbnails/56.jpg)
Page 55
2019 QSA Results
APRIL TOTALS
![Page 57: Quality Service Audit Results - lincoln.ne.gov](https://reader033.vdocuments.mx/reader033/viewer/2022061306/629d909a4f18cf4ccb3b6616/html5/thumbnails/57.jpg)
Page 56
2019 QSA Results
MAY TOTALS
![Page 58: Quality Service Audit Results - lincoln.ne.gov](https://reader033.vdocuments.mx/reader033/viewer/2022061306/629d909a4f18cf4ccb3b6616/html5/thumbnails/58.jpg)
Page 57
2019 QSA Results
JUNE TOTALS
![Page 59: Quality Service Audit Results - lincoln.ne.gov](https://reader033.vdocuments.mx/reader033/viewer/2022061306/629d909a4f18cf4ccb3b6616/html5/thumbnails/59.jpg)
Page 58
2019 QSA Results
JULY TOTALS
![Page 60: Quality Service Audit Results - lincoln.ne.gov](https://reader033.vdocuments.mx/reader033/viewer/2022061306/629d909a4f18cf4ccb3b6616/html5/thumbnails/60.jpg)
Page 59
2019 QSA Results
AUGUST TOTALS
![Page 61: Quality Service Audit Results - lincoln.ne.gov](https://reader033.vdocuments.mx/reader033/viewer/2022061306/629d909a4f18cf4ccb3b6616/html5/thumbnails/61.jpg)
Page 60
2019 QSA Results
SEPTEMBER TOTALS
![Page 62: Quality Service Audit Results - lincoln.ne.gov](https://reader033.vdocuments.mx/reader033/viewer/2022061306/629d909a4f18cf4ccb3b6616/html5/thumbnails/62.jpg)
Page 61
2019 QSA Results
OCTOBER TOTALS
![Page 63: Quality Service Audit Results - lincoln.ne.gov](https://reader033.vdocuments.mx/reader033/viewer/2022061306/629d909a4f18cf4ccb3b6616/html5/thumbnails/63.jpg)
Page 62
2019 QSA Results
NOVEMBER TOTALS
![Page 64: Quality Service Audit Results - lincoln.ne.gov](https://reader033.vdocuments.mx/reader033/viewer/2022061306/629d909a4f18cf4ccb3b6616/html5/thumbnails/64.jpg)
Page 63
2019 QSA Results
DECEMBER TOTALS