Contact and Confidence in a Digital Age: Improving police-Public Relations with Technology

By Andy Higgins and Ruth Halkon

Public support and approval sit at the heart of the British policing model and are critical dependencies for effective policing. Although citizen attitudes have slipped out of formal policy focus over the last decade, a complex combination of factors – most obviously the recent set of misconduct scandals and cultural failings exposed within the Metropolitan Police in particular – have pulled questions of trust, confidence, and police legitimacy back into the spotlight. The first data to emerge from the Crime Survey for England and Wales (CSEW) following its hiatus during Covid, confirms a consistent deterioration in public sentiment towards the police, which has begun to spread into more ‘relational’ dimensions (of fairness and respectfulness), not just appraisals of service quality. The downturn in London is particularly stark. These conditions and their causes require action from police leaders and policy makers, and a range of ‘issue based’ reform efforts, reviews and change programmes are underway. Additionally, however, the strategic-level questions these shifts pose, about the future working relationship between police and public, demand that concerted attention should also be given to contact – the way that citizens experience ‘everyday’ interactions with the police, across a variety of contexts, and the attitudinal traces these episodes leave behind. Personal contact is what citizens consistently say affects their trust and confidence in police, and its impact can ripple beyond those directly involved, through ‘vicarious’ transmission (e.g., reports from family and friends) and media (and social media) coverage. It also seems to be an aspect of service delivery amenable to policy and practice change, drawing on a well-established evidence-base about what is likely to be effective. But contact is also an area of considerable flux and disruption. Right across society, technology is precipitating radical shifts in the way citizens communicate with each other and interact with businesses, organisations, and government services. Online commerce and service provision, social media, videoconferencing, artificial intelligence (AI) powered chatbots, and advanced analytics are all contributing to a much more complex and plural contact environment. These developments are shifting public expectations and promise real benefits in terms of the speed, efficiency, convenience, and choice available to citizens in their everyday lives. The pace of change, however, is such that the wider social implications are difficult to comprehend. Policing, of course, is not immune to these shifts and technologically enabled developments such as in online crime reporting, self-service portals, social media engagement, Body-Worn Video, live chat and video-link responses are increasingly coming to augment and meditate the public experience of dealing with the police. At a strategic level, the service seems optimistic about the potential for these and future innovations to generate mission critical efficiencies, optimise effectiveness, enable the sector to keep pace with public expectations, and promote public trust and confidence – although the mechanisms through which the latter might occur remain largely under-theorised. This report begins to address the interconnections between those two trajectories: the deterioration in police/public relations (and associated imperatives on policing to halt and reverse this), and the technological transformation of police/public contact. More specifically, it asks: what are the implications, opportunities, and risks for public confidence (and related attitudes) arising from the introduction of new technology into police/public contact experiences? Our investigation proceeds in three parts: • First (in Section 2) we revisit and summarise what is already known about the way police/public contact impacts on public confidence (and related attitudes) from research conducted in more ‘analogue’ times and contexts. • Second (in Section 3) we ask: what evidence is emerging, what is promising and what can be hypothesised, about how various forms of technology might impact on public experiences of contact, and the lasting impressions these leave behind? We present six promising mechanisms and one pressing risk. • Third (in Section 4) we conclude by considering the strategic implications for policing and present eight recommendations. Our analysis is informed by a literature review, analysis of survey data collected by the London Mayor’s Office of Policing and Crime (MOPAC), a survey of police contact management and community engagement leads, a roundtable discussion, and interviews and discussions with relevant experts and stakeholders.

London: Police Foundation, 2023. 57p.