Accenture - Are Police Forces Maximizing Technology to Fight Crime and Engage Citizens - Report June 2012


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Accenture - Are Police Forces Maximizing Technology to Fight Crime and Engage Citizens - Report June 2012

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Accenture - Are Police Forces Maximizing Technology to Fight Crime and Engage Citizens - Report June 2012

  1. 1. Are Police ForcesMaximizing Technologyto Fight Crime andEngage Citizens?The Accenture Citizen Pulse Survey on Policing
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  3. 3. Accenture survey finds strong citizenbelief that digital channels can bridgethe communication gap between policeand publicAccording to Accenture research, citizens want to help So how are police reaching out? According to the survey,prevent and fight crime, but they also want greater access citizens say that police continue to rely heavily on traditionalto information. Accenture’s survey of citizens across six media channels including newspapers (69 percent) and radiocountries found that 88 percent of citizens surveyed believe or television news reports (45 percent) as their primarythey are important participants in crime fighting, specifically method of communicating with citizens. The value ofciting that reporting crimes is a key role for citizens in traditional communication channels, such as anonymouspolice services. police call lines, cannot be overlooked—given the reluctance of some citizens to share their identities. Citizens surveyed (71However, the majority (84 percent) of citizens surveyed feel percent) say they are more likely to communicate with policeonly minimally informed of local police activities. The survey if they have the option to remain anonymous, especially whenfindings identified a communication gap between citizens and reporting crimes and disturbances.police. However, the research also found a strong citizen beliefthat digital channels, particularly social media, can bridge These findings are a result of Accenture’s June 2012 surveythe communication gap and increase citizen involvement of nearly 1,300 citizens across Canada, Germany, thein local policing efforts. Three quarters of all respondents Netherlands, Spain, the United Kingdom and the United States.said they would like to see police forces using more digitalchannels to communicate with citizens, yet only 20 percent ofrespondents said their police forces are currently using digitalchannels to communicate. 2
  4. 4. Bridging thecommunication chasmDigital tools should play an important role in communicating Instill confidence. Citizens may feel morewith citizens who want to support police to fight crime, but secure interacting with police when the police havedo not feel adequately informed of police activities. Citizens an ubiquitous presence. Digital channels offer abelieve that digital channels can assist in these ways: way for police to keep an open dialogue and share information abundantly so that citizens feel connected• 72 percent of respondents believe social media can aid in and informed. This enhanced confidence may help investigating crimes and prosecuting offenders. assuage citizens’ concerns about anonymity.• 53 percent of respondents believe that social media usage Modern medium. Digital tools are a way to reach the by police can improve overall police services. tech-savvy younger generation that may ignore traditional• 47 percent of respondents believe social media can be used media channels, such as television or newspaper, and want to prevent crime. information delivered and shared across mobile platforms.In addition to satisfying citizens’ thirst for information, digital Making connections. Digital tools enable police tochannels offer other benefits for police forces, including: communicate with often difficult to reach groups, such as anarchists or underground groups. Police might alsoLower cost. Amid today’s funding pressures, digital offers virtually link citizens—even criminals—with support groupsa low-cost channel for communications. so that they feel part of a larger community, and also feel safer about coming forward with information. For example,Efficient. By leveraging digital tools, police forces may free connecting a former gang member with a communityup more officers to be visible on the streets fighting crime. group that helps youth rise above a life of crime.Speed to citizen. The majority of respondents to the surveysaid that time-sensitive information is the type of informationpolice should be sharing most. Digital tools offer an efficientway to disseminate bulletins, alerts and information in thewake of public safety events.Social media in actionThe Vancouver Police Department enlisted the help of the public viasocial media to help identify people involved in a riot at a NationalHockey League final in 2011. The play-offs were the first timethe department used social media during a large event and theyreceived an overwhelmingly positive response. Twitter followersincreased from 8,712 to 10,246 to more than 16,000 in the daysfollowing the riots.3
  5. 5. DIGITAL CHANNELS PREFERRED BY CITIZENSACCENTURE’S ONLINE CITIZEN SURVEY REVEALSCOMMUNICATION PREFERENCES OK FACEBO 81%CITIZENS BELIEVE THAT LS D PORTADIGITAL CHANNELS CAN ASSIST SITES AN 50% WEBIN THESE WAYS 72% 35% TWITTERRespondents believe social media canaid in investigating crimes and prosecutingoffenders. E APPS 23% SMARTPHON 53%Respondents believe that social media usageby police can improve overall police services. 47%Respondents believe social media can be usedto prevent crime. 4
  6. 6. Take action towardtechnology-ledtransformationCitizens have made it clear that they want to support police officers can make decisions faster, and in fighting and preventing crime, but that they need more The Guardia Civil in Spain, for example, has deployedinformation from police to do so. So what can police do to 3,000 mobile units to allow officers to remotely accessengage better with citizens and close the communication gap? vital information anytime, and from any place.By adopting new digital technologies, police can create new Citizen portals – According to the Accenture research,communication channels to engage citizens and gather leads the majority of citizens surveyed said they were likely toto support their investigations. Accenture policing specialists use a website or portal. Such citizen portals can provide asuggest a focus on four primary areas: means for two-way communication between citizens and police, reducing cost, improving citizen engagement andImprove information/data management – public safety. Portals can also offer a layer of protection, forAccenture’s research and experience suggests that more than example key codes or pin numbers, so that citizen anonymity75 percent of the processes required to track and respond to is protected. These unique identifiers offer citizens a meanscrimes are essentially the same around the world. Thus, there to share tips or access rewards without having to divulgeis a set of processes and capabilities common to all police personal information.forces—and these are underpinned by effective informationmanagement. An enterprise-wide view of information, which For more information about Accenture’s online citizen survey,includes data integrated from partner agencies, not only or to learn more about technology-led transformation inprevents isolated islands of information, but also better equips policing, please contact:law enforcement personnel to fight today’s sophisticatedcrime, rather than fighting the system. Ger Daly Managing DirectorAnalytics – By managing and analyzing the digital Accenture Defense & Public Safetyinformation they receive from citizens, police forces can ger.daly@accenture.comcreate valuable intelligence to prevent and solve crimes +353 1 646 2171faster, support investigations and secure prosecutions.They can also reduce costs at a time of budget Manuel Sánchez Lópezreductions. The key is to pull unstructured data and Global Director Accenture Police Business Serviceslook for trends and patterns within that information. By Accenture Defense & Public Safetyharnessing the power of this data, a police organization’s manuel.sanchez.lopez@accenture.cominvestment in analytics can more than pay for itself. +34 91 596 60 00Mobile tools – Mobile tools enable police officersto do their jobs with the right information, at theright place, at the right time. Such freedom liberatesofficers to access vital information in the field. Police5
  7. 7. About the surveyThe online citizen survey included 1,298 respondents acrosssix countries, with 200 respondents each from Canada,Germany, Netherlands, Spain, the United States and the UnitedKingdom. 30 percent of respondents live in urban areas, 26percent reside in suburban areas and 45 percent live in ruralareas or small towns. 29 percent of those completing theonline survey were between 18 years and 39 years of agewhen the survey was conducted by Market Connections inJune 2012.Learn more about Accenture’s work with law enforcementagencies and the Accenture Police Centre of Excellence. 6
  8. 8. About AccentureAccenture is a global management consulting, technologyservices and outsourcing company, with more than 249,000people serving clients in more than 120 countries. Combiningunparalleled experience, comprehensive capabilities across allindustries and business functions, and extensive research on theworld’s most successful companies, Accenture collaborates withclients to help them become high-performance businesses andgovernments. The company generated net revenues of US$25.5billion for the fiscal year ended Aug. 31, 2011. Its home page © 2012 AccentureAll rights reserved.Accenture, its logo, andHigh Performance Deliveredare trademarks of Accenture. 12-3025 / 02-5024