Is the extra mile sometimes a mile too far?
It’s no secret that public sector organisations looking for new ways to improve the services they provide have been looking at the private sector for inspiration for years.
And there’s no reason why they shouldn’t. Which local authority, hospital trust or police authority wouldn’t settle for the kind of customer loyalty displayed by those who consume Apple, Starbucks or Nike?
But is the extra mile sometimes a mile too far when trying to treat the tax payer as a paying customer?
Devon and Cornwall Constabulary’s recent move to improve the service it provides is a perfect case in point. The south coast force is handing 1,000 suspected criminals customer satisfaction forms as part of a pilot scheme to improve its detention facilities.
While spending a night in the cells, her Majesty’s guests are asked 41 questions about food, cleanliness and reading material – including whether books and magazines were supplied on request. They are also asked to comment on whether their cell was clean enough, at the right temperature and if they were offered a shower or a telephone call.
This is clearly a progressive force (it featured in my blog on April 12) and its efforts have to be admired. But is it always correct to solicit opinions, engage people and make them feel like valued customers? Where do we draw the line?
I guess many of us would expect the line to be drawn with people who are suspected of breaking the law. I realise that suspects have not been found guilty and a proportion will be released without charge. But do police need to offer a hotel style service? I’m no expert, but I imagine that the officers have enough cause to justify an arrest - should they really be checking whether suspects feel clean and relaxed before bedding down for the night or that they have been supplied with the latest edition of GQ? Is it not enough that officers rely on the common sense that their experience already provides them – be polite and perhaps even offer a cup of tea?
Before embarking on a consultation exercise to support service improvement, we must be certain that the service needs improving. Why does Devon and Cornwall need to improve its service to suspects?
Obviously it doesn’t want to further inconvenience members of the public who are held and then released without charge. However, I imagine that these people will be mostly upset at having their liberty removed in the first place and no amount of showers or copies of Shoot take away this bitter taste. Crucially – if there is a high enough number of people arrested and released without charge – the force probably needs to look at why so many arrests which do not result in a conviction are occurring, rather than customer service.
Or is it that the force is concerned about the perception criminals have about the services it provides? Should it care? As long as officers remain professional at all times and do not mistreat their charges, should they really be going the extra mile to ensure that those who have broken the law are suitably entertained and saved from boredom? Should they really be letting them have their say?