ࡱ> @=HEW!P|)qZDxZolUm58( XEAAmKj)Z4U*!5(c"ŘG?(*14\H5Zgvg{oʵLۙ{3o)PtaV,>Gscc_}6|S棲>q >'(ՈS{z|Z qSıջO6D'#zVOfvFH,h `Iً~TwucJ;iۃT7=%xƚR}{V0^zi5̇2>3يϙ|.s4󡺌TE 9f>TyL\WT #,ҲJ-Ֆ=I{zxcZWLUڛ {c.!u7xƕ6_Y*}y_{f=+ߎ_ǽ=m-|xnk~eNk-DZ mGwh+yfWݤdU*H3}ȉDBӇrˊZ˿L4T9s%lrHha .[6%pwHe8=-VFćk-,la9GMNJη[ {۫t { jae>2Mǩ^u˄Ycj`:cS 7 ZDU'%( 'Hq) S):4]GL۴az흙d1Y,'Cw e"γH .Z0?7 ;Gjy-ͫ~ȇ}Z݀*32 ?exvZ gtdP]g,9TP]4|jld|.㳙-̇2> _,;Bi%rSv:E9O8 <:&#>hƗT)k|~0i[^r}vx|i sP9 {^qw>b8mGe۩ >|۹]v }fe* /kVNsY-@G[e}^daY5Ypf BHGYIUhDe~N*LuIVs|Q]voJ:؆F:v ]{wŏ}01yy(oDv}#F]TW圏R^PC6ߡ\<wrQ7G^wć[#>^H!g7˚a?+3Y~oZNk# ;#ݙG2*\Rcyerh97ozcyrs˹5]gB}5-DeOMHXӑ7p~ {!bUq)<}jxC F4k& nJFIFHHC  !"$"$C#:" }!1AQa"q2#BR$3br %&'()*456789:CDEFGHIJSTUVWXYZcdefghijstuvwxyz w!1AQaq"2B #3Rbr $4%&'()*56789:CDEFGHIJSTUVWXYZcdefghijstuvwxyz ?ʊ+oĭ/–gogQ"93w"g¿]_O x M|?ʗ챠HգAgf^]/>>ݝ1}[Yg=¹nG]?߇2aV1G܅\8xztO jk2Ɵ<dlcϰ4]x"?? \jZ*B$QpB#2(#9]އƞ>1 = Vqm'#`[+@O@#EvW wi}_RzhZEѵܫ%̐ .T\W9h5XtLԯ8F=P +ƿ$Z KjĊ1T9 IZIѴBCooy*+,񇆮to[y ʌcf i~׎m)tDԔ́-# )U'' +OxD6upD0Tid- J%iz^ڭ0"ppGQRmkžt͊%fBy5:w= _v.CF-dg!P#h~ͿaѵGTӴt9Z(]=$H֎*|`l{l܃G@eQ@EzO~ xŞ2<1d49t[_݈56 ;3# tikV$>^u5%*oCpG2v +ğ |Mo}\YGzc"yn̸$d`~0i4~.<1V "kZnk"@Ƙ4 r@C6miZiZYioq\]; ,$Xv[ y>G=OY-n*kf\!;Cc讷ZcWRrti۴!t[.Yzƍ8j_ ]{ƚ=ޤAS֣ +TO$@=Q]|'ÖuG2 CkB<.DF\c?blP v!UmI66y>O SH}ȾҲ5H jEl,0A(FjEo3+YxW2`-`,лtQHO <}+)e-3E*ph2quBՠ-gUJ/1g@* Sǟm: @"/$*ڼ֮q*;y`(r<;Vx'G/1LxWy-#bC mxv9= { i$7/t/Qq`܄H @8@Q@z/ ?>_G[ۛ꺔b! ޲Jp@:=K_|#A`),bCA`?gş> {gk;ۏccZ˥3Uٮebw&mų> ᯄ-OOY.t󆥏HZpmsx¿ 믇#_^+t;MJ w¸Db$y?52:1VSASFKZi夑,$h_|bas BTσ#E ^ᔴ(r722s#?<\5R,!o i»}"m<E;w8 d (:%}[~:]KQj@dtF24(>nj@^+y5;? 2Aڳ. 啼`pKc3O3W~,~_ ^8! F#y"pG]s4OxK.9M<)k,V3MnɾUIBE2aٗžկlx?Wa+~j Լgu8uYCs3FѬM򝉒>`GntqXA q͌1RKԒ7/^gŸ6%hsHo :SI.D,$Iv-Wh?i+kz?fҗNPY[`e+lp6K(؞?Q@߅>xTb׵=R3xf[n\K8= j|1|D:m `|;RkNf-ĭ$fbI?ZE{xF|x(]!ӵۯqKK9)Wq K?x5ho>5]GQԞI"S,vȢn<+Ȩi Ho5MN+=6u57d/7ib*F/'Ož44o 7OӮ&V*,r ;| ( ( ( ( ( ( ( ( ( ( ( ( ( ( ( ( ( ( ( ( (?n<1myPZAfzPNG  IHDRGNsRGB pHYsjh`0IDATx^}|Tkl$! IHJpww(/nEK N {Yfsf{w=9wf9s3gb0;s;s;Xl 8 #>u4N΁5u괨wepq9%FV1#&hmjvR5@-k5XA҈5:K]oleqplb{X+}>6;jsk<0~< y,&U*  dL={uCNvɎX,s.ɽaBPSI{%r7Wf^TGx}}-><;jp7|׌R~Je-VPLKǤT(1<L0Ganƃj$k?*S$fd2IzC=",p,w 1EIVmH'˯=c̙U֛]&LЧ__"hP0V-۷>xZG%GO0(]pY[nYpdjDp8^d2~Cwo߿{Wڱu[z[ڸn}n K3җZiCF|QRVuvvKMJ:|勗8lvjZH"&pD"ӫׯ߼aŁ7oׯyyyH; rlߺ,s;kiHv)2281X{޽W(x<Fs̆+ٻ'mO>xuԹp¦~گoWyICw?`C7,Zǘ׍8iЭ?}|ڵ? 9$'Λ7o>ziacݵ~ܹy eǐ8UkУG8|]ORa*Q\,Ν"`:*t:c¸wnffɘ1F9s߾~cBP_|DmϞ=̡C*/71bBQi̘1->jzExIcӎ:m=z /d2p ҵne%x=z[:v:f Ӆ*%Ň*,C⋕Ju_*LА]GO2]7)RqڵT=zT|a*0cc3t8ݽ{(5w;wb(0t ڢ-7ӄNE&tgگO_ib+ D`<G^5G\0x5ύ+/Doa%#ώB&o777RЯo_)!:v=$+UQZeeB_-)LИ 7m9Hv?|>{'/|"Gd+2txgQkNsqNV+\ewh"0kۮmv\'GSАf͚~! B;o(XP&N!RDtpXIl5X^Cq4˼хn\8 -AlD(+KDB erDFO,>/-#.XxwC܂ĂtLqj=lLW@'GCKV|\642Ov~yW.{N.O0y!T.OχE߸Za̘Ku_RUBZ4y3QG6{"Ƃc HF)㝪z2mˢī ,XL֩*EG/Pq3XѿN*;yԞmٹܞ>F% :,^9:6/=Y įS>iViK4X fvWo\b%z˒%X0Lp'.s.ʤR6l`g^=!d0K/8䴙3SR[128bDr.pԾy& c]Y(M*2;;2U%Toeвk.f͙ 1?-pd5 [84BhD%_L,EB%"1Va,.H49ʫ+ìiq/ I|E&SsR~j؍.br?j-װ C2Jd!AN&͢c'Nڜ̊իf QBBB+?#X$4m֬we=A_w 8%!_kׯ?6.6Έ`7 Hӧ_hݦ哤*#nرlrӻ,A_֠׉e Y}`[wNhۣG.H֖7@Wf U1#&(x.8'0hqR .×I4vi܊qi4-Rجןu RLo."WZ"䥨gа,Vgܥk0+(mڵ`>S&4BZП/Le/D&޸qcrnTGgoe#1ۘϟ>9'Ҙpxy=oΥKpE?QHh"BGS&Mvì۴ZiP!=yڔ{7o-션=s,\Wlk1oLعsMixԉ~z5whחX+9e3 P1ł5„ӌmO?+rC+(.(1O]tN~oֻ{AÇdgc#fX.^E 2eT^ =u̖&y   eǫΞ={ ';/'99فÅ= `":9_sk7Pm c$ 3L`P ,' \CjZj~!J&pLfc]m۵(HB"4n,t ^z~" ZcN*ۄ! Ii#ج}6q8ǻ8; n1WGYb FjK1#]:훘71xSA"BOĊ%.Ω/uJw7Y'۷ûҤ<0qĤ̈́bŢM I:iDo'ws(TQ~_QE8S?K Z7oѪ/XO0J =:~@ D/qď1ZNqI4!d*b2}>@%y\=y,JLLJѶxΩ)zhs7tszquXVłMgtW=o.%;u|U%҃=4$u"zZ ,xuqa#KTc?M5ռͻ)Ʈj3Mvp~g\t{c[~&)LJFcBD(S;8)V'b4*k5/d 0O6Z*T s, }] tjvaL=oGa!]%%$갚3NzпXt1aѮk.zpI7ħQC?~bi-N,52?_ǯ A+kC@W%g/ѵئNR?>k#u!5zĨF%ڃx+P"G]Hx\,pd+h^XYz~JLбzRQ\鲆MANNV_PDEb*;g"AkBl:C 9` mL|RJp &* l¸/2FJCLK"~@OU;D hT*R+ uȮt$p*ظx`~`Ҕe->Vft>:S%,K`'+"8c$%\~mЇ_ Sa m&"je𖈘F*M/f{ .[ @0brTܥn)/q"ΪqpJIɤlS:"Ba,&帱 X`*Y^{\2!5! ԦL:PL`lIeLk1<|`8g}`~d! 'VU5B?{ ..3(8 +m^mi#Ols3M~MI;a1rnԤ}vaF  5UΜ=y$V*3 f"iߐۺ{ap*TB!GOCXвyQ/Vh!Qd,J3U_A?:::CD`˛*}vC'Κٹm{˗'Y*eM6.\T+?G3'&p<]Y|%Ӂ-܄YVm[ke_A1o>Q>7=#(94לi429n(V*EPXXXYo|.>A&|* A0ӐA+ q-4о!Go+?fVn:,[KͶ9*qYw5onŽ$|Ho ;_K2d6IOy#$&u,9c'wIy|9}g ӏOkݚ1<~g^Vʶ[5~AFvl\iɻs]=L_HX>>#ikE";GnSZ3C5d#gOǎ9֗ jd2*"7$jgHۏh>"JLf$2XGA26V'h[7PIyY90 d葭[?x}Gw5mN=Z 94A[7lH#TERs)2Fs+trA 3=\?OP$(\}'H}4:Ǐfe'UG5߳ ɟ,SYAA 4ˌC,A!ql' [+3L"Iٕx{ĽhѪw7ѯXCO_}Š IF5Un_\L`$H@by2X.l C+#A4az7ݨFl>_dGb8:l8ջ* X Ԑ e]_E(xIȢP buqHN^ ޏKQ-Z}PFrrs&:u$oW7ooڿ@hh=O-?GG`^yѥDnOs, ex(2%)$>z,؄-˗/߽sC= 0uܳM+&IfyZ/Q75 #MhaZ߶yKZJUm hlV_p2?ВXYؾe[~~qԻ p~IzXq$^՘_[|eM T"@d˥*,ΓPuh߁7c<[Ks_@"wZAC$& X'\} J#2/(œeK0I orWIzpa<5=@-[hLL 1Ҝo6rd5Ӿn L/LG֕lVYS]0?ׄBM7n<g /㔤jw4t9I*A ht:u Wzn0=f$sdIaZM킗ȫMٻ{m{ɮ(1C:_ž<~f?8?uӚ?LLH݃ٽZ:t*3zI C,QG&OHT Uy[mӰACU3=\!EU-e[(W~ BN6Y `yf]tg%'N2OA~ ϵ(?^0o>ZiH!>~ƸI|\o~2|TPx^ixh5@ ܑܜZ|(GZYN݇dJ! wd-N>ebJVܯ*)Ki(];w$ڢYy:>0\UN-Sq|5|*\$Rt:,Ofp3zgXmF:,I'Pb2242I8s5X|ǛPdĭ-VS bCPq&%XVqG(׺mlڴ b~U&n+#4#ħd V׳JD=!LEs#uTj>œZznG nA^L3IGkPwoPOSvޙཇoԘT-7ȧ>sꕫp|6mcw5X óW ``3pQcf1ӪbzA\nBNa.( Xaṕscc:7c5˧$g;{a~.8o>7¯_?wg̀NyC6+c*[$6 7 NpGqZ6QE g?yrC' { <ͳΩ^(;|wD*J|e2B=\m? UB TMx3z<,?cO֍zEu9IE4\Vs<1BAUH$ٽ(YZF.NhSz ^QJ*j[G6k(Q/kb4 MguC ͧoڜM'<|$kCؠLd1S6)HB>U꽠vHO&L*U*\oMI:lbe$sS7sģB?iz).P##k{Pd7 K0=dE cg2BDd@{:ҡ>019W y)ט쨧vq7 l%^C6W5 մ}ÂryN|.gjU2Br5Bru^A KANu΢<`]"~e%zhōu:r\RHˢo%!)lAѩYE e-0P L58nsR()˺ܛ A,C/)d^|_Rm. ե}^*H<*Oƣ8dSH=R#&ur S1{"WNo>Ү\*whoosh.wav.WAV 10103RIFFWAVEfmt ++data~~~~~~~~~~~~~~~~~~~~~~~~~~~|||~~~~~zvtvxz|~zvrnlrv||vtrpptz~|xvtv|~~zxvvvz|~xrlhntzzvrrpprrx~|j[QU_|bICCYn[ICY~zlnh]_r|]SUSSjz|x__l~v_]drnUb|nfd_]d]5=rrnj]jz~lMldrx[[_f|YQfWK_xh[zx[CIjzxxdSQz|_fI9WӹM;QnvK;OUx~xj]]YS~ɵlM?plM;CGpٵ[)Kh|% %;xtKQS]ɖbGr|lSnvz~nfS[nëx;Az=+AYݻ|=/1r_ ?|潄W5/Czãf)/pvbMQr|O=OtjdhjlG?G_ɊK3לdQCMppW;1SŷAMz/#?bx͖SAM[hvhYp~~zrvt[]ptWOUtxxd]v~vvxzd_xzh_nrSQltbdp~_lrQ_l][tf]W]~hWfp|fWhnhbU[hzlSCWbYbnxpdhjvjM9Ot]GQ[dpp~hhhdpx~xh]Yntnrp]dlvjQMb|vdjpzxzztljr||_[r~~jb_j|z|xpp~~v]Wh||zx|x|zzndhpxr]Yfntzjl|z||~vppnrzphrxz|~|xtrjjtv~~vz|z||xrrv~xrprtz|||vzxvx|xtx~~~~~~~zxxxx|zxz~~~rrz~|xz~~|vtx|zxz|~~~||zx|||~~zz|zz~~~~|~~||~~||zz|~||z~~~~zxzz|~~~~|~~~|~||~~~~~~~~~~~~~|||~~~~~~~~~~~~~||~~||~||~~~~|||~~~~||||~~~~~~||||~~~~~~~~~~~|~~~~|zz~~~~~~~||||~~||~~~~~|||~~~~~|||~|~|~~~~|z|~~~~~~~|||~~~~~~~~||~~~~~~~~ . & `0 #N|   *%/k--- $#I+ #   ?     !2""4"$HEW!P|$R$4k& n$$$b$myPZAfzD1 0e0e     A@ A5% 8c8c     ?A)BCD|E||S"`fe+@>ʚ;6ʚ;g4DdDd4O 0p@p@  G4BdBd|O 0<4!d!d<v 0pt<4dddd<v 0pt<4BdBd<v 0pt0___PPT10 pp___PPT9rjE F? %O =d0  =  1  @  ?  A  EInternal Process Response rates are higher therefore do not need to over sample to get back minimum numbers Faster turnaround which enables a rolling programme of surveys throughout the year with results available in a timely fashion Results tend to be more representative of the population as there is less  self selection from respondents Telephone surveys using appropriate technology mean that respondents are only asked relevant questions reducing the need for long questionnaires to ensure all aspects of interest are tapped into The approach can be more sensitive to the victim, seen as a positive approach by the police and more flexible in its delivery P0" dU20" dU2"" (E ~ 3  4  D  9  8  B  FIn their own wordsOver 800 positive comments; 200  buts ; 1000 negatives Lack of follow up (over 25%) No Police officer attendance/ involvement (15%) Time delays (10%) Apparent lack of action (10%) Unsatisfactory resolution (10%) Lack of information on action (10%) Initial contact (5%) Insufficient inquiry (5%) Officer/ staff behaviour (5%) Other (5%) 8Q " ZZQ"5  GWhat are we doing? C  /!#'()*+,  0` ` ̙33` 333MMM` ff3333f` f` f` 3>?" dd@,?nWd@l uK@nD`l> n?" dd@   @@``PR    @ ` ` p>>  X`(  X~ X H61?"pl X 6A1?"`g X <$ѐ1?"` s R. . . . . . . . .  2 Z X C $A strap" 8zB X s *޽h ? Oԟ{a 2Force powerpoint template" 0 Pp2(  p p 0!  '6  !  Z*   p 0!  [ 6 !  \*  d p c $ ?5N  !  p 0!   3Oc !  RClick to edit Master text styles Second level Third level Fourth level Fifth level!     S p 6!  '4  !  Z*   p 6!  [ 4 !  \*  H p 0vfD/ ? ̙3380___PPT10.mp& H@ (    08)  '6  )  f*"0f   07)  [ 6 )  h*$0f   6@A)  '4  )  f*"0f   6lE)  [ 4 )  h*$0f H  0vfD/ ? ̙3380___PPT10.m/  0 N0 0T;(  T T # lB! xaxa1))?O  gUser Satisfaction 6hh88H T 0޽h ? Oԟ{ay___PPT10Y+D=' ) = @B + ! 0 N0 `(     3 rh.' xaxa1))?+ [  iWhy? * , hh88b  # ld%' xaxa1ԔԔ?D  User Satisfaction Surveys are conducted to ensure we receive feedback from our customers in order to gauge our performance, focus our resources and achieve continuous improvement. This process is not intended as a comprehensive Quality Assurance exercise to address individual instances of dissatisfaction but is rather a health check of the overall level of service that the Force provides. " 0 U2#H  0޽h ? Oԟ{ay___PPT10Y+D=' ) = @B +K  0 N0 ZR\(  \ \ 3 r,' xaxa1))? p What we had *   , hh88 \ # l>Tiered approach to the reporting of the findings is being adopted: Quarterly - top-level satisfaction results, that inform the SPI, are to be reported to FEB on a Forcewide level to give an overview of progress to date. 6 monthly - key driver analysis will be undertaken to measure the impact of underlying factors of satisfaction. Annually - in depth analysis will break the information down further to explore variations by division and will involve far greater comparison between questions. This will allow for longer term service delivery planning to take place. C 0 U2!0 U2!8 U2P### # N  ;  H | 0޽h ? Oԟ{ay___PPT10Y+D=' ' = @B + , 0 N0  $](  $ $ 0,'    '   $ <'  ?"0 1How can we begin to manage and not just measure: "20 22c/  $ <'  ?"@ D<4___PPT9 fFeedback to complainers policy Expanded Service Charter Publicise the results  Force Conference Inform the training review Feed into the Force tasking process Inform the public $1 2c @`H $ 0޽h ? Oԟ{ay___PPT10Y+D=' ' = @B + * 0 N0 |(    3 r)! xaxa1))?9S }Where do we go from here * , hh88  # l ,! xaxa1ԔԔ?c   The fundamental issue in service quality measurement is not how good or poor is the service, but how it could be better In order to make effective use of the information gained through satisfaction measurement there needs to be a link between public responses and decision making processes We need to communicate to the public what we have done (or not) as a result of what they tell us Service Quality Management Not Just Measurement Consider the needs for wider engagement!0 U2x##a # #/#+#H  0޽h ? Oԟ{ay___PPT10Y+D=' ! = @B +g0 0 '@X(  Xd X <1?[ ! X  `?@ABCDEFGHIJKLMNOPQRSTUVWXYZ[\]^_`abcdefghijklmnopqrstuvwxyz{|}~Root EntrydO)PicturesHCurrent UserSummaryInformation(PowerPoint Document(%TDocumentSummaryInformation8