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/ dont 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