Cranfield students help improve ‘People First’ policing

Students from Cranfield University have been helping Cambridgeshire Constabulary achieve greater customer satisfaction as part of a ‘Citizen Experience Programme’ (CEP) initiative.

Cambridgeshire Constabulary is among the most improving police forces in England and Wales. The county is also one of the fastest growing in the country, providing a variety of challenges for the force. The CEP is tasked with delivering sustainable business improvements, resulting in greater levels of customer satisfaction. The CEP is part of a wider ‘Citizen Focus’ Business Area which aims to ensure the service provided by the force meets the needs of the community it serves.

The students, who are undertaking the work for the group project elements of the MSc Enterprise System Implementation programme, worked with the CEP team over a two month period on the business analysis phase, aiming to improve the front line citizen enquiries process.

In order to meet Government targets and build customer confidence, the constabulary needs to perform at an optimum level - answering calls on time, keeping victims informed of progress with their cases and tailoring policing to meet demands and expectations.

Enquiries vary widely. Some can be resolved immediately over the telephone, at a police station or through other contact points. Others need further investigation or the benefit of specialist knowledge or expertise.

The students conducted in depth analysis of the working processes at all points of customer interaction, whether by telephone or in person at the station. Through observation, interviews, citizen forums and ‘mystery shopper’ investigation, the project team established a picture of the effectiveness of the current service, from both the police and citizens’ perspective. The students then worked as part of the project team to identify a more effective design for the citizen enquiries process that significantly reduces the complexity of the interaction. This new design was presented to the Force Executive Board on 17 July 2009 where it was extremely well received.

Sarah Dennett, Citizen Experience Programme Manager said “The Cranfield students brings a fresh perspective outside of the police mindset and see many things we do not see. Their training and toolset allowed them to be effective as business analysts from day one. We are all very impressed with their enthusiasm and hard work.”

The Cranfield student team comprised Munir Abubakar Bello, Linda Eziagulu and Jules Garbe.

For more information about the School of Applied Sciences at Cranfield University, visit www.cranfield.ac.uk/sas.

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