Delivering Citizen Focus Policing is about South Wales Police staff and the service that they provide. It’s about what they do, the way that they do it, and the service that they give to you. It’s about the way they interact with the people that they serve, and other colleagues.
In this modern age, our communities demand a high quality service, tailored to their specific needs, and delivered at a time and place convenient to them. This is especially so when the person is or feels vulnerable, whether as a witness or victim, and turns to the police for help.
Citizen Focus Policing aims to improve public satisfaction and confidence, including that of victims and witnesses, wherever and whenever contact takes place. This means a move to a police service that is aware of people’s needs and is more responsive to them when designing, delivering, and measuring service.
Every officer and staff member within South Wales Police has a responsibility to deliver Citizen Focus Policing, and the force should not only meet the expectations of our customers, but exceed them through the delivery of outstanding customer service.
Citizen Focus will be embedded through every level of policing within our force. Our Neighbourhood Policing Programme is already an essential component of providing a citizen focused service, and provides communities with:
ACCESS to policing and community safety services through a dedicated team and named point of contact
INFLUENCE over the issues of concern in their neighbourhood through a PACT engagement process, that reflects neighbourhood profiles
INTERVENTIONS with joint actions between neighbourhoods and partners to solve problems
ANSWERS with sustainable solutions to identified priorities and feedback on the results through a range of targeted communication tools
Making every contact count.
It’s about South Wales Police staff and the professional service they provide to you, the Citizen. We will keep South Wales safe by treating every contact we have with our communities and individuals with the importance it deserves and ensuring we make this contact count.
Inspiring confidence.
Citizen Focus Policing means providing a service which responds to the needs and expectations of communities and individuals, especially victims and witnesses. Inspiring confidence in the police, particularly among vulnerable and minority groups is essential. We will always strive to provide you with a service that is professional and effective.
Citizen needs must be integral.
The needs and concerns of citizens should always be integral to the way policing is conceived, managed and delivered. Communities (and individuals) will have their concerns and priorities reflected in the South Wales Police decision making, service delivery and practice. It is not a bolt on to the existing ways that we currently do business, but something that requires a cultural and operational change. We will strive to provide that change to make our communities safer and a more enjoyable place to live. The PACT process is already influencing this community engagement process and is developing the identification of community priorities and effectively resolving them.
All members of South Wales Police staff have a responsibility.
Citizen Focus Policing does not only apply to public facing parts of the organisation, but to everyone employed by South Wales Police, at all levels, whatever their function. All our staff will strive to achieve this Citizen Focus delivery. It’s about South Wales Police staff, the service they provide, the way they do it and the way they interact with you, the people they serve.
We will LISTEN.
Listen to customers and take their concerns seriously.
Inspire confidence and help people feel secure.
Support with information including reference numbers and contact details.
Take ownership and deliver on promises.
Explain what we can do and what we can’t do.
Notify people of progress regularly and the final outcome.
Complaints.
We are committed to listening and responding to your concerns and complaints. In the case of any complaint made to us, we will:
Quality of Service Commitment.
The public will receive the same high quality of service whenever they are in contact with the police, regardless of where, how or for what reasons that contact takes place. We will make it easier for you to contact us, providing a professional and high quality of service. When dealing with your initial contact we will keep you informed, ensuring your voice counts and to provide you with a process which allows you to feedback to us if you are satisfied (or not) with the service provided