Restructuring Small Police Agencies: A Transition Toward Customer Service

• NCJ Number: 137342
• Author(s): S Schwab
• Date Published: 1992
• Length: 94 pages
• Corporate Author: California Cmssn on Peace Officer Standards and Training
• Sale Source: NCJRS Photocopy Services; POST Media Distribution Ctr
• Publication Type: Thesis/Dissertation
• Language: English
• Country: United States of America

Annotation

The literature suggests that the role of law enforcement is evolving toward a community-oriented mission; this evolution means that police organizations must use creative methods to adopt a customer-service approach to policing.

Abstract

A key issue involves restructuring small police agencies to move toward a customer service focus by the year 2001, since traditional organizational arrangements may not support the problem-solving posture required of small departments in a changing environment. Based on research of relevant literature and interviews with public and private sector executives, this study reveals demographic, social, and labor force transitions over the next 10 years. It is envisioned that small, semi-rural communities will continue to experience rapid growth and that police departments in these areas will be expected to provide a wide range of customer services with limited personnel. Police organizations will need to empower their members with more discretion to solve problems and become more flexible to address changing community needs. Trends affecting a police department's ability to enhance a customer service approach in the future include revenue levels, demographic changes, crime rate changes, community perceptions of crime, community support, and public demand for police services. A strategic plan is presented that employs an alternative organizational structure to achieve the customer service mission. Methods are proposed to facilitate the strategic plan's phased implementation: generalist approach to special functions; collaborative efforts within and between police divisions; and expanded use of civilians, volunteers, and community organizations. The study concludes that alternative organizational structures may be an indispensable tool to support the future mission of small police agencies in rapidly growing communities and that increasing demands placed on a customer service mission will only be fulfilled by organizations characterized by flexibility. Appendixes contain additional information on study procedures and analysis. 40 references, 9 tables, and 4 illustrations