The Jamaica Constabulary Force (JCF) is encouraging members of the public to rate their experiences after accessing services at police stations across the island.
Assistant Commissioner of Police (ACP) Desmond Brooks, from the Inspectorate and Professional Standards Oversight Bureau, said that the JCF is interested in hearing from customers as it continues to make improvements to service delivery.
“Some facilities feature kiosks where citizens can provide feedback electronically while others distribute short questionnaires. These surveys include simple rating systems. We get quantitative and qualitative feedback to allow for both numerical ratings and for persons to provide comments,” he said.
“Even if someone struggles with the English Language, the kiosks are designed with intuitive features like smiley faces and emojis, ensuring everyone can participate,” he noted.
ACP Brooks, who was addressing the Police Civilian Oversight Authority’s (PCOA) Citizen’s Corner Podcast, said that the feedback allows the JCF to identify specific areas for improvement.
At the end of the survey the JCF puts together an analysis of the level of satisfaction with services, facilities and sometimes individuals at the police stations.
ACP Brooks noted that since the introduction of the surveys, the JCF has been able to gain great insight into the expectations of their customers, to inform continuous improvement to its products and services.
“I recall that there were some challenges in processing accident reports; persons were not pleased with the length of time it takes. Based on that feedback we re-engineered the process of producing police accident reports, which has dramatically shortened turnaround times,” he pointed out.
Filing traffic reports has also improved with simplified forms, reducing the time spent dictating statements to officers.
“That is why we ask for the service to be rated, because we are able to remove time-consuming steps, allowing for faster and more efficient service to ensure that we remain responsive to citizens’ concerns,” ACP Brooks said.
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