PERCEPTIONS OF POLICE SERVICE DELIVERY

 

ISS PRESENTATION

TO THE

NATIONAL ASSEMBLY PORTFOLIO COMMITTEE ON SAFETY AND SECURITY

 

31 OCTOBER 2001

 

 

Methodology

General community survey - 13 659 respondents residing within a 10km radius of 45 selected priority police stations in all provinces

Exit Poll – 2 286 respondents who had accessed service at the 45 stations

Follow-up survey – 1 361 respondents who had reported a crime within 3-months at the 45 police stations

Considerations

 

Victimisation in the priority areas

Public perceptions of crime & policing

Generally sceptical

 

These respondents may not have had direct interaction with the police, but still cited police integrity or service issues

Police integrity - the main factor informing public perceptions

Improving general public confidence

N

%

End corruption, be more honest, loyal and trustworthy

4 539

23.3

Arrest offenders, solve cases

3 269

16.9

Improve visibility and patrols

2 535

13.0

Improve response times

2 149

11.1

Improve resources available to the police

1 773

9.1

Work with the community/ CPF

1 720

9.0

Should be better trained to improve services

937

4.8

Nothing/ don’t know

782

4.1

Should show equal respect for all they serve

656

3.3

Treat all cases with the same respect

541

2.8

Respondents cite functions of justice and prisons

281

1.4

Police should assist with crime awareness campaigns

118

0.6

Maintain confidentiality of victims

50

0.3

Other

32

0.2

Total

19 445

100

Public require positive assurance –when police services are needed they will be provided fast, professionally and effectively

"Client" expectations of police service

Expectations of police service generally high

Exit poll

Follow-up

Good service, respect

59%

20%

Prompt service

15%

10%

The case to be solved, offender arrested

13%

65%

Information & advice on the case, follow-up

8%

-

Statement, case number, insurance number

3%

2%

Slow service, referred, negative attitude

1%

-

Do not know/no expectations

1%

2%

Total

100%

100%

 

At reporting stage the key police service requirement is prompt, supportive and respectful treatment

 

"Client" views of police station (exit poll)

Over 80% said they were attended to within 15-minutes of entering the police station

"Client" satisfaction with initial police service

Case procedure (1)

Case procedure (2)

Case follow-up

Limited in pre-arrest phase

Positive after an arrest – when detectives follow up more with complainants, and most are satisfied with detectives

Victim Support

Very limited

Summary

Poor public image of policing

Satisfactory initial police services

Little appreciation of case procedure by front-end staff