The New South Wales Police Force Customer Service Programme

Abstract

Catherine Burn is Assistant Commissioner of New South Wales Police Force (NSWPF), which, in late 2007, embarked on a change management programme for the organization: the Customer Service Programme (CSP). The aims of the programme were to focus the Police Force on customer service, victims of crime, and improved service delivery to increase satisfaction with the police, reduce customer service complaints, enhance interactions with the community, improve perceptions of police, and improve victim response. Research and consultation identified several areas that needed addressing including the development of a framework for the programme, concentrating on five main areas: standards and expectations, training and education, performance management, measurement, and communication and culture change. Much has been achieved, and a foundation to improve satisfaction has been laid. The CSP is now focusing on ways to improve confidence in the NSWPF. This paper describes the NSWPF CSP and proposes a model that includes renewed community engagement strategies and enhanced police visibility. It is too early in the programme to propose evidence-based findings as further empirical research and analysis is needed to measure the impact of the CSP and determine whether the programme’s aims are being achieved.