Police assessment agency
Informal assessment can get used to making judgments about the progress of the agency service. The informal assessment determined what the community perceives as a useful policy service. Through informal assessment, the agency understood customer perception by understanding the role of police in the community. The best informal techniques that were applied were interviews and sampling methods. Ben interviewed the citizens regarding police performance in responding to complaints. The agency is responsible for dealing with complaints that emanate from customer service. Ben realized that many citizens do not report complaints because the police do not have high visibility in the community.
Moreover, the review revealed that citizens don’t call the police because they avoid bothering emergency communication dispatchers with petty concerns. In the interview, the citizens expressed their needs and expectations of the agency to ensure adequate service (Maslov, 2016). The information acquired enabled the agency to apply its service reliably. The information acquired also enabled the agency to understand the assurance that the public needed to respond to their services better.
Research shows that interviews enable immediate feedback. When attending meetings with the various groups, the agency can conduct discussions and interviews informing the community of their responsibility and accountability in creating safety. Another method that was used is sampling. The method was used to infer population-based information. Sampling is the best method to obtain high-quality information. Sampling the number of people that refrain from calling the agency provides information on the quality of service that the agency provides. Sampling the representatives of the senior groups and community and citizen groups represented the whole community population. Testing the hypothesis abut the characteristic of a population reflected the community’s significant perspectives and ideas about the police. Therefore, the agency can prepare their strategy based on accurate assessment and effective responsiveness.
Formal assessments are applied to assess overall achievement by testing how well the subject has learned. Conducting a checklist and questionnaires is the most efficient way to conduct a formal assessment. The method can get applied in the agency to measure performance by assessing employee engagement levels. For instance, in bens agency, the method can get applied by assessing some employees on their experiences and views about their management process when responding to call-ins. Influencing the citizens to trust the agency will require the employees to serve the public with an empathetic attitude. Collecting the formal service records enables the agency to conceptualize the expected outcomes (Miller et al.,2016). Analyzing the obtained results will enable the agency to make the necessary changes to the programs created.
Formal assessment is conducted in four stages. The first stage is to identify and define the outcomes. The agency has implemented measures to ensure that they deliver effective service. The agency intends to reply to complaints within 24 hours. Also, the agency has implemented monthly business leader meetings and crime prevention programs. Therefore, measuring the progress enable the agency to determine the rate of progress by conducting questionnaires and checklist. After analyzing the outcomes, the agency can adjust and improve the programs to improve their service engagement to the community (Miller et al.,2016).
The police agency undertakes a broad array of work, including citizen complaints, lower-level crimes, school-related issues, and business or commercial concerns. Measuring police performance can occur in multiple dimensions. Some formal measures can include the numbers of arrests and fines issued, crime rates, responsiveness to calls, and clearance rates. Measuring these activities determines performance based on the set goals. For instance, if the agency experiences more call-ins and a reduced number of arrests, that will indicate good performance.
Moreover, the agency can apply indirect measures, such as observing social behavior and direct observation (Maslov, 2016). Observing the behaviors of people in public meetings will determine their responsiveness to the implemented programs. Measuring the performance through public opinion can be accomplished through general questions among the public and the police. Research shows that conducting surveys is the fastest and most straightforward way to measure the overall level of satisfaction in both parties. However, the questions asked for public opinion of the police must be tested for reliability and validity.
According to (Maslov, 2016) generalized questions lead to generalized information. Many surveys that apply generalized questions end up teasing information citizens favor about the police. Useful surveys must identify the public’s satisfaction with the police. Generalized questions create inconsistent and unstandardized results. In this situation, the agency must rely on properly tested questions that encourage the police’s confidence in and trust. Both formal and informal assessments can get used to evaluating the performance of the police agency. The easements outline what the police are doing right or wrong. Implementing formal and informal assessment methods encourages positive performance by eliminating the company’s chain’s weak links. Therefore, the police agency can use the results to deliver better and effective services.
References
Miller, S. D., Duncan, B. L., Brown, J., Sorrell, R., & Chalk, M. B. (2016). Using formal client feedback to improve retention and outcome: Making ongoing, real-time assessment feasible. Journal of Brief Therapy, 5(1), 5-22.
Maslov, A. (2016). Measuring the Performance of the Police. Miscellaneous Agency.
