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Maximize the Frontline Experience: The Human Side of Technology in Policing

Focus on human-centered design to enhance the frontline experience.

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  • 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 Research & Tools

1. Maximize the Frontline Experience – A guide to walk you through the human side of technology in policing.

Focus on a human-centered approach.

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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.

Vishal Monga

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
Research Director, Public Sector
Info-Tech Research Group

Executive Summary

Your Challenge

Common Obstacles

Info-Tech’s Approach

  • 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.
  • 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.
  • 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.

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)

Police Officer Experience

Frontline Experience

Overall experience in the journey as a police officer

  • Investigations
  • Community policing
  • Traffic enforcement
  • Emergency response
  • Police procedures
  • Laws and regulations

Focus: Broader range of skills and knowledge related to law, enforcement, and public safety

Experience gained by officers in their operational role

Experience as:

  • Patrol officers
  • SWAT team members
  • 911 operators and dispatchers

Focus:

  • Practical skills within policing context
  • Knowledge related to specific operations
  • Frontline employees connect regularly with the public

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

Number of officers resigned

3,253

3,307

4,643

Percentage change

1.7%

40.4%

Percentage change in total number of resignations in the US and Canada

Source: Police Executive Research Forum

Siloed technology implementations are impacting FLE

Officers have access to technology, but it is cumbersome and distracts from their core responsibilities.

Officers are interested in technology to help perform routine administrative tasks.

  • Collecting data from different tools and working on investigations with that data
  • Reporting and preparing notes for patrolling and victimization

58% of officers use a combination of mobile and digital tools for completing incident reports.

96% of officers strongly agree that entering data into computer-aided dispatch (CAD) systems in patrol cars is a cause of distraction.

  • Integrated tools and data platform
  • Considering police officer feedback in technology design
  • Working on “best-fit” instead of “best-in-class” solutions

50% of officers manually transcribe their notes for incident reporting despite voice recorders and other mobile devices.

77% of officers are interested in exploring new technology to complete paperwork in a more efficient way.

39% of police officers spend at least four hours per day completing incident reports or other police paperwork.

Sources: “How incident reporting impacts officer productivity and safety,” Police1; “Paperwork Burden in Policing,” Police Chief Magazine.

Technology is at the heart of improving FLE

Technology Enhances the Frontline Experience (FLE)

  • Improved Communication
  • Technology can enable better communication between officers and with other emergency responders. For example, radios, smartphones, and other devices can allow officers to stay connected in real time, share information quickly, and coordinate responses to incidents.

  • Enhanced Data Analysis
  • Technology can help police officers make sense of large amounts of data, such as crime statistics and intelligence reports. Analytics software and machine learning algorithms can help identify patterns and trends that may be useful in identifying suspects or preventing crime.

  • Simplified Administrative Tasks
  • Technology can streamline administrative tasks and improve the quality of notes, such as paperwork and record-keeping, freeing up officers' time for more important duties.

  • Upgraded Safety
  • Technology can help keep officers safer on the job. For example, body-worn cameras can provide a record of interactions between officers and the public, while sensors and alarms can alert officers to potential dangers in the environment.

  • Enhanced Training
  • Technology can provide more realistic and immersive training for police officers. Simulators, virtual reality, and other training tools can help officers develop their skills in a safe and controlled environment.

  • Improved Surveillance and Monitoring
  • Technology can enable better surveillance and monitoring of public spaces, such as streets and buildings, which can help deter criminal activity and provide evidence for investigations.

Technology has significantly impacted police work

Pre-work

Planning

On-Duty

Post-Work

  • Briefing
  • Taking vehicle from shift
  • Reviewing the patrolling areas
  • Court hearing plans
  • Signing in tools for reports
  • Route
  • Emergency staffing planning
  • Patrolling
  • Observing suspicious behavior
  • Investigating suspicious behavior
  • Emergency response service
  • Apprehending suspects
  • Court duty
  • Attending court as a witness
  • Community engagement
  • Debriefing
  • Returning vehicle
  • Report preparation
  • Field notes of patrolling and investigations

Technology enablement of patrol officers

Biotechnology Predictive Analytics Virtual Reality Record Management System
  • Fingerprint Scanner
  • Retina Scanner
  • Speech to Text
  • Facial Recognition
  • Virtual Reality
  • Body-Worn Cameras
  • Mobile Devices
  • Data Management
Source Nuance

Challenges remain with implementing technology

Lack of user-centric approach

Disconnected systems

Data management challenges

Limited scalability

Pockets of innovation

Solutions are not created with adaptability and officers' needs in mind, leading to solutions that are time-consuming and inefficient to use.

Technology solutions are developed independently.

Officers face the challenge of using and capturing data for many independent solutions.

Due to the footprint of video storage, data usage has abruptly increased.

Infrastructure support is required to manage the data.

Different data sources are leading to evidentiary problems within the court systems.

Lack of integration impacts scalability.

Innovation is not a one-off but a loop that requires continuous improvement (e.g. predictive analytics).

Understanding the needs for technology and areas to improve

Improvement areas identified

Problems

Requirement

01 Human-centered design
  • Officer-centric solution
  • Communities' adoption of the solution
  • Technical resourcing
  • Building a cross-functional team
  • Gathering input from frontline officers

02 Technology implementation

  • Overcoming siloed technology usage
  • Compatibility with communities and officers
  • Involving communities
  • Product orientation design and UX that meets officer needs.
  • Using “mobile first”
03 Frontline experience
  • Officer efficiency and effectiveness
  • Involving frontline officers in solution implementation.
  • Understanding officer requirement
04 Scaling of technology – e.g. body-worn cameras
  • Continuous improvement
  • Increasing usage
  • Innovation
  • Product design considering the frontline officer journey
  • Integrations with current solutions
  • Research labs

Leverage modern tools and approaches to maximize FLE

The image contains a screenshot of graph that demonstrates leveraging modern tools and approaches to maximize FLE.

Human-centered design (HCD) is a key enabler of successful technology development and implementation

HCD is a creative problem-solving process that prioritizes people’s needs, resulting in innovative solutions tailored to their requirements.

Consider five key factors that impact FLE

  1. HCD approach
  2. Design technology with input from police officers and other stakeholders to ensure it is easy to use and effective at addressing the challenges it was meant to address.

  3. Addressing specific need
  4. The technology focuses on a specific challenge faced by the police officer, leading to technological resolution.

  5. Holistic implementation
  6. Take a holistic view of implementing the technology by considering infrastructure, data management, and training support for officers.

  7. Ongoing evaluation of technology effectiveness
  8. Regularly evaluate the effectiveness of these technologies to ensure they are meeting their intended goals and to identify opportunities for improvement.

  9. Community support
  10. Implement technology with input and support from the community to help build trust and promote transparency and accountability in policing.

HCD approaches are often at the center of successful technology deployments

Initiatives

Approach

Factors considered

Toronto Police Services

Designed community engagement dashboard

Conducted interviews with officers and community members to gather insights into how to provide progress update on policing reform implementation status.

  • Human-centered approach
  • Community support
  • Addressing specific need

New York

Police Department

Redesigned complaint process system

Conducted research and interviews with complainants to understand their experiences and pain points with the existing process.

  • Human-centered approach
  • Community support
  • Addressing specific need
  • Ongoing evaluation

Queensland Police Department

Designed trust-based platform for crime-affected areas

Conducted research and interviews to capture a holistic understanding of Queensland’s victims of crime to create design criteria for future solutions to help them feel safe.

  • Human-centered approach
  • Community support
  • Addressing specific need
  • Holistic implementation

Seattle Police Department

Redesigned in-car computer system

Conducted research with officers to understand how they used the system and what improvements could be made.

  • Human-centered approach
  • Addressing specific need
  • Holistic implementation

Sources: Toronto Police Services Board; Community Oriented Policing Services; Seattle Police Department; Queensland Government

Case Study: Edmonton Police Services

INDUSTRY: Government

SOURCE: Edmonton Police Service

Focus on HCD to improve community engagement

Challenge

Solution

Results

  • Vulnerable community members remained in a cycle of arrest, remand, and release.
  • Police officers lacked the skill sets to understand the specific needs of the city’s vulnerable population.

The Human-centered Engagement and Liaison Partnership (HELP) Unit formed in 2019 under the goals of Vision 2020 and launched on January 4, 2021.

The main role is to partner with community service providers to help people achieve independence and create lasting positive change.

  1. HELP guides individuals to appropriate service providers before involving them in the judicial system.
  2. HELP builds relationships to uncover what needs the individuals have that aren’t being met. The team then helps them meet those needs in a sustainable way
  1. Reduced demand of frontline officers for community tracking
  2. Created change in the lives of vulnerable community members
  3. Increased trust in community
  4. Increased effectiveness of police officers

Case Study: Los Angeles Police Department

INDUSTRY: Government

SOURCE: “How the LAPD is using police technology tools, Police1

Challenge

Solution

Results

The LAPD faces several challenges:

  • Gaining public trust and ensuring transparency
  • Improving police efficiency
  • Bolstering law enforcement legitimacy

Technology Integration

  • The LAPD mandated body-worn cameras for all officers.
  • Digital in-car video was integrated in all police vehicles.

Legitimacy & Compliance

  • The LAPD introduced a revised policy for publicly sharing video of critical incidents.
  1. Increased trust within community
  2. Increased officer efficiency
  3. Real-time information
  4. Evidence support
  5. Increased legislative compliance

Innovation in policing also plays a vital role for the FLE

Innovation in policing refers to the process of introducing ideas, technologies, or processes in the public sector to improve the efficiency, effectiveness, and quality of services provided to citizens.

Challenges for implementing innovation in delivering high-quality public services

The most common public sector AI use cases were in the area of law enforcement and policing (OPSI).

Bureaucratic barriers: Police departments are often structured in a hierarchical manner, which can make it difficult to implement new ideas and initiatives quickly.

Resistance to change: Officers in the department may be resistant to change, particularly if it threatens their job security or requires them to learn new skills.

Budget constraints: Police departments often have limited resources, which can make it challenging to invest in new technologies or processes.

Political considerations: Political leaders may be hesitant to support innovative initiatives that could be perceived as controversial or risky.

Privacy and security concerns: The use of new technologies in policing may raise concerns around privacy and security, particularly if citizen data is involved.

Lack of expertise: The police department may lack the expertise needed to implement and manage new technologies or processes, leading to implementation challenges and delays.

“It is clear that continuing education is a critical component of your ability to lead your organization and serve your communities.”

– Chief Davis, faculty member, University of San Diego

Disruptive innovation is the key for FLE in policing

Disruptive innovation involves creating new systems and processes that fundamentally change the way public services are delivered. It has the potential to transform the way law enforcement organizations operate and to improve public safety outcomes.

Successful implementation of disruptive innovation in policing requires careful consideration of commitment to transparency and collaboration.

Creating new systems and processes + Adopting a human-centered approach = High-quality frontline services

Disruptive innovation in policing

  • Community policing
  • Predictive policing
  • Body-worn cameras
  • Drones
  • Virtual reality training
  • Real-time data

Leading police departments are innovating with modern tools and approaches (HCD)

Police Innovation Capabilities

NYPD Innovation Lab

Boston Police Department Innovation Center

San Francisco Police Department Innovation Bureau

Los Angeles Police Department Innovation Team

Lab dedicated to developing innovative solutions to the challenges faced by law enforcement. The lab uses design thinking, Agile methodologies, and data analytics to identify opportunities for innovation and create new technologies and approaches to policing.

Collaborative space where officers can work together to develop new ideas and technologies. The center focuses on developing solutions to issues such as crime prevention, community engagement, and officer safety.

Team of officers and civilians who work together to identify opportunities for innovation in law enforcement. The bureau uses design thinking and Agile methodologies to develop new technologies and approaches to policing.

Officers and civilian employees who are dedicated to developing innovative solutions to policing challenges. The team focuses on developing solutions that improve officer safety, enhance community engagement, and reduce crime.

Factors required to create a culture of innovation

01 Embrace HCD

Engage police officers, the community, and other stakeholders in the design and delivery of services. This approach ensures that services are tailored to user needs and preferences and improves satisfaction.

02 Foster a culture of innovation

Encourage police officers to think creatively and experiment with new ideas and approaches. This requires a culture that rewards risk-taking and supports continuous learning and development.

03 Encourage collaboration

Innovation often requires collaboration across departments/agencies and with external partners. This enables sharing of knowledge, expertise, and resources and can lead to more effective and efficient service delivery.

04 Use data-driven decision making

Data analytics can help identify opportunities for improvement and make evidence-based decisions in policing. Data can be used to identify trends, track performance, and monitor outcomes of policing.

05 Invest in technology

Technology can enable innovation by streamlining processes, improving communication and collaboration, and enhancing effectiveness. Police departments should invest in emerging technologies such as AI, blockchain, and the Internet of Things to improve service delivery.

06 Learn from failure

Innovation involves taking risks, and failure is an inevitable part of the innovation process. Police departments should embrace failure as an opportunity to learn and to improve their processes and services.

Key innovation performance indicators

Satisfaction

Cost Effectiveness

Service Delivery

Efficiency

Adoption Rate

HCD can improve police officer satisfaction. This can be measured through surveys, feedback mechanisms, and other means of gauging citizen satisfaction with policing.

Innovation can lead to cost savings by streamlining processes, reducing duplication, and eliminating waste. These savings can be measured by comparing the cost of delivering services before and after innovation initiatives are implemented.

Innovation can improve the quality, timeliness, and responsiveness of policing. This can be measured by tracking service delivery metrics such as response times, processing times, and customer complaints.

Innovation can improve the efficiency of police operations, leading to faster, more accurate, and more effective service delivery. This can be measured by tracking metrics such as productivity, throughput, and resource utilization.

The adoption rate of new technologies and processes can be used to measure the success of innovation. High adoption rates indicate that innovations are meeting user needs and are being effectively integrated into policing operations.

Leading police innovation labs are incorporating modern tools and approaches

Police innovation labs provide officers with the tools and resources they need to develop new ideas and technologies to improve the effectiveness and efficiency of law enforcement while also building trust and confidence within the communities they serve.

Start with an Agile approach

Start building small, iterative solutions involving officers and communities.

Incorporate design thinking

Take a design-centric approach with stakeholders.

Build solutions starting with the MVP (minimum viable product)

Build the minimum viable product, test it with stakeholders for best fit, and iterate.

Case Study: Seattle Police Department

INDUSTRY: Government

SOURCE: GeekWire

Seattle Police Innovation Lab improved FLE by identifying the training requirements for officers using HCD

Challenge

Solution

Results

The Seattle Police Department (SPD) didn’t have time to review every recording of police officers’ body-worn cameras.

The department wanted to align training with what officers needed, but they lacked understanding of what training was required.

Technology Integration

  • SPD integrated an AI platform with body-worn camera recordings to understand the behavioral patterns of police officers.
  • The integrated AI platform identified audio cues.

Training

  • SPD built the training based on the patterns identified by the AI platform, enabling the department to address the risks officers faced.
  1. Increased trust within the community
  2. Identification of training requirements
  3. Well-designed training course

CIOs play a vital role in maximizing the FLE

CIOs can play a critical role in maximizing the police officer experience by identifying and implementing technologies that improve efficiency, ensuring the security and privacy of digital systems, providing training and support for officers, fostering collaboration and communication, and designing digital systems with the officer experience in mind.

Design digital systems with the HCD approach
CIOs can work to design digital systems with the officer experience in mind. Systems should be user-friendly, intuitive, and designed to meet officers’ needs and facilitate their workflows.

Identify and implement technologies that improve frontline efficiency
Identify and build digital tools and technologies that can help officers perform their duties more efficiently.

Continuously evaluate and refine technology solutions
Evaluate the current solutions used by officers, gather their feedback and requirements, and refine the solutions accordingly.

Provide training and support for officers
Provide training and support for officers on how to use digital tools and technologies effectively. This can include providing ongoing education on new systems as well as offering technical support and troubleshooting assistance.

Monitor emerging technologies
Monitor upcoming technologies and try to incorporate new solutions into policing, e.g. mobile-first everything, AI, and digital twins.

Organizational and cultural enablers improve FLE

Collaboration between the chief of police and IT leaders

Funding
Due to a lack of technology budget, some policing departments experience disparities in access and effectiveness.

Training and support
Inadequate training on and support for new technology and tools leads to inefficiencies and raises the safety risk.

Data privacy and security
The department must ensure proper authorizations and cybersecurity measures are enabled for data collection and storage.

Maintenance and replacement
Technology requires ongoing maintenance and periodic replacement. Police departments must ensure that they have the resources and infrastructure to properly maintain and replace technology over time.

Integration with current system
Integrating new technology with current systems may become challenging if they are incompatible. This leads to delays in information sharing and result in inefficiencies.

Policy Compliance
Communities have concerns about privacy, surveillance, and civil liberties. Departments must ensure they meet ethical standards and respect the rights and dignity of all members of the community.

The image contains a screenshot of an Info-Tech thought model on Maximizing the Frontline Experiences - From Discovery to Outcomes.

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Research Contributors and Experts

8 anonymous contributors

  • Chief of police, metropolitan police force
  • Deputy chief and CAO, metropolitan police force
  • Chief of police, metropolitan police force
  • Deputy chief, Metropolitan police force
  • Deputy chief and CIO, metropolitan police force
  • Staff sergeant, metropolitan police force
  • Deputy chief, metropolitan police force
  • Director, IT, metropolitan police force

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Focus on human-centered design to enhance the frontline experience.

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Authors

Patrick Spencer

Vishal Monga

Contributors

  • 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
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