POLICE EXECUTIVE RESEARCH FORUw 1997 Herman Goldstein Award for Excellence in Problem - Oriented Policing Awards Nomination
نویسنده
چکیده
One of the first priorities of a police department is to handle 911 calls in a timely, efficient, and effective fashion. The department had been plagued with complaints of citizen dissatisfaction in the timeliness of answering emergency calls through the 911 telephone system, and a comprehensive review was initiated by Deputy Superintendent Duane D. Johnson. Daily statistical reports indicated that many citizens were forced to wait for several minutes before the police department answered the telephone. A department is often measured by the community in its quality of service delivery, and this opinion begins with the citizen's confidence that the police will answer as quickly as possible in their time of need. With a steady and predictable increase in calls for service, the department could not keep pace. Delayed answer calls were attributed to poor telephone operator performance, combined with peak call periods and multiple citywide emergencies occurring simultaneously. Chief Johnson embarked on a major research and problem solving project which concluded with the publication of a detailed strategic "call path" plan. The reengineering of the system produced dramatic improvements in the 911 emergency response provided to the citizens of New Orleans.
منابع مشابه
PROBLEM-ORIENTED POLICING AND CRIME PREVENTION by
Printed in the United States of America. No part of this book maybe reproduced in any manner whatsoever without written permission, except for brief quotations embodied in critical articles and reviews. Justice. His research focuses on developing problem-oriented policing strategies to control violent crime hot spots, disrupt drug markets, and reduce firearms violence. He has served as a consul...
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