Police have customers too

Abstract

Police leaders around the world have been rapidly embracing new ideas and implementing reform. The challenge for police leadership is to re‐assess past business practices and traditions to identify change possibilities. This article argues that police should seek direction from its customers, the community, by seeking their perspective of how policing services are delivered. It proposes that an explicit and structured approach applying some features of the marketing discipline will assist police to develop more comprehensive and longer‐lasting solutions in meeting the needs of the community. As the focus of its reform agenda, South Australia Police advocates a customer focus as a powerful concept in improving service delivery. A framework for policing is beneficial in making sense of the changing world and promotes proactive adjustments in service delivery. The South Australia Police experience endorses such a holistic framework constructed around customer focus and service.

Keywords:

• police
• customer orientation
• services
• reform
• South Australia

Notes