Public Safety: Customer Service and Trust

A major topic of discussion over the past couple of years is public safety and how members of the police force interact with and serve the public. You see senseless acts of brutality more now than ever in the age of the internet of things (IoT). Everything and everyone has a form of a recording device either audio or video. This poses a challenge for the police force as it highlights all the bad and none of the good.

A large part of resilience management is learning how to build a resilient culture in your organization and develop a trust tax with your team and you customer(s). Using a systematic approach, any organization including the police, can see a drastic increase in public trust. This has been a long standing battle for public safety officials that has greater visibility like many other problems plaguing today’s society.

The reality is this is an issue for any and all corporations that have a market share or customer base they serve. Toyota is arguably a resilient organization and have exemplary practices, especially where vendor management is concerned. They too fell pray to failure and lost substantial customer trust after the issues with one of their models self-accelerating and injuring owners. But still today Toyota holds a strong market position in the automotive industry and it is their resilient culture and management systems that allowed them to recover their trust with their consumers and maintain or in some cases increase their market standing.

If this same thought process were applied to a police department and they were to enlist the tools and methods of resilience management from the top level down to the officer walking the beat, there would be measureable success in development of trust from the public through engagement and feedback as well as a reduction in events.

The fact is safety, quality, and efficiency are all tied together in successful resilience management much like cost, schedule, and scope are intertwined in project management, arguably one of the most successful business methods and processes for managing work planning and execution. If you deploy a systematic approach to manage these three constraints they will all improve and a measurable reduction in risk and loss can be obtained in any organization whether privately held, publicly traded, or publicly funded.

If you would like to learn more or have any input on this topic please comment, like, and share.

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