Focuses on the customer and provides a high-quality service that is tailored to meet their individual needs. Takes customer problems seriously. Understands the communities that are served and shows an active commitment to policing that reflects their needs and concerns.
Maintains a broad understanding of social trends and identifies what effect they will have on the organisation. Creates processes that make sure stakeholders’ and customers’ views and needs are clearly identified and responded to. Puts in place strategies for media and community relations.
Positive Indicators
- Focuses policing plans, objectives and targets on meeting the needs of the community.
- Makes sure local objectives are agreed in partnership with local statutory and voluntary agencies.
- Understands the complexity and effects of policing a variety of different communities.
- Clearly identifies and acts on the views and needs of stakeholders and customers.
- Is sensitive to the needs and interests of other organisations when working with them.
- Makes sure the organisation relates to people of all ages, backgrounds and views.
- Sets up structures and processes that encourage effective working relationships with the media.
- Explains why and how money is being spent in the organisation to stakeholders and the public.
- Shows a belief that the organisation is responsible to the local community.
- Keeps local communities informed of progress in meeting their needs and dealing with their concerns.
- Balances social and political needs with financial restrictions.
- Monitors the service delivery to make sure customers’ needs are met.
Negative Indicators
- Is not customer-focused and does not consider individual needs.
- Does not tell customers what is going on.
- Presents an unprofessional image to customers.
- Only sees a situation from their own view, not from the customer’s view.
- Shows little interest in the customer – only deals with their immediate problem.
- Does not respond to the needs of the local community.
- Slow to respond to customers’ requests.
- Fails to check that customers’ needs have been met.
- Focuses on organisational issues rather than customer needs.
- Does not make the most of opportunities to talk to people in the community.
