Maximize the Frontline Experience: The Human Side of Technology in Policing
Focus on human-centered design to enhance the frontline experience.
- Innovation is critical for improving police officer efficiency, effectiveness, and safety.
- Technology is an important aspect of the frontline experience (FLE).
- Maximizing FLE for officers is crucial for job satisfaction and retention rates.
- Ineffective technology development and implementation can negatively affect the FLE.
- Improving the relationship between police officers and the communities they serve remains important.
Our Advice
Critical Insight
- Traditional technology development approaches may not be effective in meeting police officer (and community) needs and usability standards.
- The lack of internal innovation capabilities in police departments contributes to ineffective technology development and implementation.
- Poor scaling, strategic planning, and staffing hinder FLE improvement.
- Moving quickly can be difficult within siloed structures.
- Improving existing technologies while developing future technologies poses a challenge.
Impact and Result
- Adopt a human-centered design (HCD) approach to technology development and implementation.
- Incorporate modern development practices and approaches in police departments to improve the FLE.
- Ensure organizational and cultural enablers are in place for the successful digital enablement of police officers.
- Continue to innovate based on feedback from officers and the evolving needs of law enforcement agencies.
Maximize the Frontline Experience: The Human Side of Technology in Policing
Focus on human-centered design to enhance the frontline experience.
Analyst Perspective
Focus on human-centered design to enhance the frontline experience.
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New approaches to technology development and implementation can improve the frontline experience (FLE) in policing. Maximizing FLE is important for many reasons, including enhancing police officer job satisfaction and retention. Leading police departments have recognized the importance of developing internal innovation capabilities, such as digital labs, that incorporate modern development practices and approaches such as human-centered design, Agile, DevSecOps, and minimum viable products (MVPs). By implementing these approaches, police departments can further enhance their FLE. To ensure successful technology development and implementation in policing, focus on using a human-centered design (HCD) approach. HCD is a creative problem-solving process that prioritizes people’s needs, resulting in innovative solutions tailored to their requirements. Adopting HCD increases the likelihood that technology investments will meet user needs and usability standards, leading to higher user engagement, greater system efficiency, and more satisfied officers. Improving FLE through technology is not solely the responsibility of the CIO. Organizational and cultural enablers are necessary to ensure the successful digital enablement of police officers. Vishal Monga, MBA, PMP |
Executive Summary
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Your Challenge |
Common Obstacles |
Info-Tech’s Approach |
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Info-Tech Insight
By prioritizing human-centered design in new technology integration and emphasizing the frontline experience, law enforcement organizations can develop more effective and user-friendly technology solutions that meet officers' needs and enhance the FLE.
Police officer experience (POE) is different from frontline experience (FLE)
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Police Officer Experience |
Frontline Experience |
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Overall experience in the journey as a police officer
Focus: Broader range of skills and knowledge related to law, enforcement, and public safety |
Experience gained by officers in their operational role Experience as:
Focus:
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FLE is critical for officer retention
The policing experience is in decline – 52% of police departments/agencies reported a decrease in job satisfaction among police officers (Police Executive Research Forum).
Job satisfaction in policing is falling
67% in 2017
56% in 2020
Percentage of “satisfied” responses in job satisfaction survey for the US and Canada
Officer retention is decreasing
| Year | 2019 | 2020 | 2021 |
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Number of officers resigned |
3,253 |
3,307 |
4,643 |
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Percentage change |
1.7% |
40.4% |
Percentage change in total number of resignations in the US and Canada
Source: Police Executive Research Forum
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- 2 chiefs of police of metropolitan police forces
- 4 deputy chiefs of police of metropolitan police forces
- Staff sergeant of a metropolitan police force
- Director, IT, of a metropolitan police force