Comparative Climate Survey of the Public's Perception on the Functioning and Service Delivery of the South African Police Service Free State Province

2003 Report

Disclaimer

Information contained in this report is the result of an exit poll and random survey conducted in the Free State during December 2003 and aimed at providing management information to the Free State Department of Public Safety, Security and Liaison and the South African Police Service (SAPS). It is the collated responses of 14 333 people interviewed during this period and not the opinion of members of SAB&T Incorporated.

This report is prepared for and the property of the Department of Public Safety, Security and Liaison. Under no circumstances should this report or any part thereof be distributed, reprinted or reproduced without the prior written consent of the Department.

Acknowledgements

SAB&T Incorporated acknowledges the following institutions and individuals for their contribution to the process, which made this, survey a success:

The Department of Public Safety, Security and Liaison with specific reference to the Member of the Executive Council, Head of Department, the Director Civilian Oversight and his section and the Communication section.
Management of the South African Police Service at Provincial, Area and Station level.
Members of the community who participated in the two surveys.
All the researchers who sacrificed their festive season to conduct the interviews.
Vista University (Bloemfontein and Welkom Campuses) with specific reference to Mrs J Van Wyk, Mr Sekoto and Mr Phalatsi.

Abbreviations and Definitions

SAPS: South African Police Services
CSC: Community Service Centres
CPF: Community Policing Forum
DPSSL: Department of Public Safety, Security and Liaison

‘2002 report’ Refers to the survey conducted during December 2002
‘2003 report’ Refers to the survey conducted during December 2003

EXECUTIVE SUMMARY
BACKGROUND AND AIMS
KEY FOCUS AREAS OF THE SURVEY
METHODOLOGY
SURVEY PROCEDURE
SAMPLING
REPORTING
FINDINGS

8.1 Community Service Centre
8.2 Service Delivery
8.3 Information Sharing
8.4 Community Policing
8.5 Criminal Activities
8.6 Public Perception
8.7 Correction measures according to the community
STATION ANALYSIS ACCORDING TO PERFORMANCE
COMPARATIVE ANALYSIS 2002 / 2003 (ANNEXURE A)
RECOMMENDATIONS

11.1 Communication / Information Sharing
11.2 Community Service Centres
11.3 Service Delivery
11.4 Community policing
11.5 Public Perception Management
Annexure A: Questionnaire
Annexure B: Survey Results
Annexure C: Comparative reports

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1. EXECUTIVE SUMMARY

The well being of an entire population is based on its sense of Safety and Security. Public’s perception in this regard affects all spheres of life in our Province. By striving to improve service delivery of the South African Police Service we are also striving to improve the well being of the People of the Free State Province.

In 2002 the Department of Public Safety, Security and Liaison contracted SAB&T Incorporated to conduct a public perception survey on their behalf, with an emphasis on service delivery of the SAPS. A further need was identified in 2003 to compare the result of the previous survey (2002 survey) and measure the changes in levels of public perception and success of interventions undertaken by the Department. This (2003) report addresses the same issues as in the 2002 report, but the focus is on comparative information.

This report consist of two parts:

The first part is an overview of the survey context and research approach
The second part is the presentation of findings and comparative analysis of data

The survey aimed:

To gather information on community members’ perception about SAPS service delivery in the province;
To gather information on community members’ perception of, and involvement in crime prevention projects and community policing.
To get a baseline for future follow-up surveys (for comparison over time).
To compare service delivery per policing area (Northern -, Southern – and Eastern Free State)
To compare service delivery per station.

In order to achieve these aims of this comparative survey, it was demarcated for the purpose of this study in the following areas:

Reasons for visiting the CSC;
Service waiting period;
How crime was reported;
Nature of crime reported;
Facilities;
Competency levels of SAPS members;
Resource availability;
Treating people with respect;
Serving people in their preferred language;
Case sensitivity;
Trust in SAPS;
Willingness to help;
Information sharing;
Information sharing about crimes occurring in their areas;
SAPS visibility;
Channels of communications used;
Knowledge of CPF and its functions;
Thoughts on causes of crimes;
Public perceptions; and
Suggested changes.

In all respects the demarcation was limited to 114 CSC and satellites in the Free State and a questionnaire technique was used to gather data.

The type of information needed by the DPSSL, as well as instructions in the tender brief, prescribed the questionnaire technique. It makes replication possible with the benefit of longitudinal surveys that could show tendencies over time (benchmarking). In order to limit the influence of possible leading questions, the questionnaire was designed with both closed as well as open-ended questions. The use of the sum of weighted subtotals was used. All satisfaction measurement in this survey was made with the aid of this instrument.

It was decided to conduct interviews on those days and times that most people visited the CSCs according to the experience of the SAPS personnel, therefore, the two surveys were conducted during the festive periods.

The service delivery indexes were developed to make benchmarking and comparison possible:

The service trio is a short index developed from the data as an indicator for ‘’over the counter’’ service delivery and is based on the three pillars of contact service delivery and involves the respondents’ experience regarding:
1. Waiting time;
2. Willingness to help; and
3. Satisfaction with expected service.
These three elements in combination shed some light on the respondent’s:
1. Experience; and
2. Expectation in respect of service delivery; and
3. The general state of the CSC facilities.
The serdex as long index is a construct of the elements, which were developed and motivated by means of various brainstorming sessions with people familiar with the work of the SAPS and the functions of a CSC. Due to the nature of service delivery, these elements were all asked and measured perceptions and treated as a construct consisting of 4 categories, namely:
1. The general service delivery levels of the SAPS;
2. Information sharing;
3. Knowledge about CPF and its functions; and
4. General perceptions regarding service delivery
With respect to the comparative December 2003 exit poll at CSCs in the Free State the following generalised conclusions could be made:
1. Community Service Centres
  
  The finding of the 2003 survey indicates a reduction of 20% in the victims of crime. Visitations of communities to CSC’s has become more focused on general enquires and administrative issues. The perception also dictated a 13% decrease in crimes reported.
  
  Communities still experience problems when reporting crimes telephonically. This is due to poor telephone infrastructure and the fact that some police stations only operate on one incoming/outgoing line. However, 79% of the respondents are of the opinion that the SAPS telephonic responses are average to good.
  
  Survey results show that SAPS response to call-outs took more than 60 minutes as indicated by 25% of the respondents. 20% more violent crimes were reported by respondents to the CSC in the 2003 survey compared to the 2002 survey.
  
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2. Service Delivery
  
  In general during the 2003 survey perceptions were positive regarding service delivery in the CSC’s as well as the facilities itself. Questions on accessibility, cleanliness, helpfulness, facilities for private statement taking, fair treatment and the handling of community complaints regarding service delivery directed to SAPS officers and respective commissioners all generated a majority of positive responses.
3. Information Sharing
  
  Respondents rated the relationship between the SAPS and communities average to good. Police visibility was also rated good to average.
  Even though the majority of respondents indicated that they are informed about serious crimes in their areas, 52% indicated that this knowledge does not necessarily relate to priority crimes in their area. 52% of respondents indicated that the communication of police procedures and case details are still a problem as also indicated during the first survey.
4. Community Policing
  
  CPF structures are perceived to be weak and are not doing enough to market the concept of community policing to communities. In addition to this, a total of 78% of respondents indicated that they have not been involved in any crime prevention activities. This perception led to the negative response that 81% of respondents does not even know of any crime projects in their area. This strengthened the notion of 68 % of respondents that CPF’s did not add value in reducing crime.
5. Criminal Activities
  
  47% of the respondents indicated that poverty was the main cause of crime and the other 53% indicated that unemployment in the province is the major cause of crime and calling for an urgent intervention of poverty alleviation projects.
6. Public Perception
  
  40 % of the respondents indicated that more patrols are needed to eradicate crime and 60% indicated that more resources are needed to improve service delivery of the SAPS.
  
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7. Challenges
  
  The following shortcomings were highlighted by respondents and thus calling for an urgent intervention strategies by the department in order to improve service delivery of the SAPS.
  - In most cases communication was identified as a problem therefore the department has to look at strategies of how to improve communication.
  - Management of the CPF activities needs to be enhanced through training and awareness campaigns.
  - Training of SAPS personnel on change management in order to address the current cultural diversity problems identified on the survey.
  - Control and management of resources is essential as it was shown to be a major concern by the communities. Officials withdrawing vehicles from active duty and who use them for private purposes must be sanctioned.
  - Public education on the dangers of substance abuse must be introduced, as this contributes to the increase of violent crimes in the province.
  - High unemployment rate and poverty has been identified as other sources of criminal activities in the province. To change this perception the department needs to interact with the other departments in the criminal justice system.
  - Training of SAPS personnel on customer care management should be considered in order to improve the quality of customer service.
  - Crime prevention projects must be implemented in order to render the FS a crime free province. In addition communities should be sensitised on their involvement.
  - Satellites and mobile stations must be considered to take services to the people especially in the rural areas where they have to travel long distances to get to nearest station.
  - Trauma counselling must be given to members who handle traumatic cases like rape and other sensitive crimes (EAP).
  - Marketing of SAPS complaints channels needs to be increased.
  - Educating the communities about the significance of their involvement in crime prevention activities, such education needs to be focussed on youth and school learners.
    
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2. BACKGROUND AND AIMS

The DPSSL derives its mandate form the following legislation and policies:

The Constitution of South Africa;
The South African Police Service Act;
The White Paper on Safety and Security, and
The National Crime Prevention Strategy (NCPS).

This mandate is to ensure improved service delivery by SAPS to the communities.

Since 1998 the Department institutionalised a system of inspection and review assessment at police station level. This activity focused solely on the internal capacity of SAPS in servicing communities. Focus of this is thus on accountable and transparent utilisation of all resources to ensure the service is effective, efficient and economical.

This assessment obviously excludes the communities’ perception on the kind and quality of service they receive. In order to assess SAPS service delivery in an objective way, the Department started a process of conducting climate studies on how communities perceive such service delivery. In this regard two climate studies have been outsourced to establish a database for external comparison and analysis. The first survey was conducted during the 2002/2003 financial years over a period of 3 months. The second survey was conducted during the 2003/2004 financial years over a similar time period.

The outcomes of these surveys have been compiled into one database to facilitate an effective diagnosis from which interventions will be identified to benchmark and improve SAPS service delivery.

To this purpose 114 police stations have been targeted of which 70% was exit poll and 30 % was household.

Amongst others, the surveys also attempted to gather information on community perception regarding the implementation of the community policing concept and involvement in crime prevention projects/ initiatives.

The Department will use the outcomes of the survey as a baseline for future follow-ups surveys on specific focus areas.

3. KEY FOCUS AREAS OF THE SURVEY

The survey was structured by means of a predetermined questionnaire, which was divided into the following key focus areas: (see Annexure B)

Community Service Centres
- Identify crime victims statistics
- Reason for visiting the CSC
- Service waiting time
- Telephone response time
- Types of crimes reported
Service Delivery
- Awareness regarding toll free line
- Feedback regarding use of toll free line
- Environmental safety
- Service satisfaction
- Utilisations of resources
- Case sensitivity
- Competence levels of SAPS
- Treating people equally
- Response and handling of complaints
- Bribery
Information Sharing
- Knowledge of procedures and case details
- Knowledge of serious crimes in their area
- Relationship of the SAPS and the community
- Communication with the community
- Police visibility
- Knowledge about priority crimes
- Preferred communication medium/channel
Community Policing
- Knowledge of CPF
- Involvement in community policing activities
- Knowledge of community crime prevention projects in their area
- Activeness of the CPF
- Effectiveness of CPF in reducing crime in their area
- Knowledge of sector policing
Criminal Activities
- Knowledge of common crimes in their area
- View on the causes of crime in their area
Public Perception
- Suggested interventions
  
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4. METHODOLOGY

The research methodology followed, was based on a design linked to:

A behavioural approach;
Constructs within the survey interview that are valid, reliable and targeted to gather appropriate information to achieve the survey objectives;
Application of quantitative and qualitative research analysis and reporting formats.

4.1 Service Trio

The service trio was used in the 2002 exit poll, this a short index developed from the data as an indicator the measure the over the counter service delivery levels. It entails the respondents experience regarding:

Waiting time;

Willingness to help; and

Satisfaction with expected service.

The three elements in combination shed some light on the respondents:

Experience;

Experience in respect of service delivery; and

The general state of the CSC facilities.

4.2 Service delivery index (Serdex)

The Serdex is a measurement of service delivery that considers more factors than the ST Score. This index was developed for the 2002 exit poll and has been applied in the 2003 exit poll.

In evaluating service delivery levels the following elements were dealt with.

The general service delivery levels

Information Sharing

Knowledge about CPF and its functions; and

General perceptions regarding service delivery

In drafting this report other secretariats have been consulted in benchmarking methodologies on similar surveys. However, this comparative database has not been influenced in any sense by such consultations.

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5. SURVEY PROCEDURE

A thorough data collection plan with the necessary control procedures were designed and put into place. Exit poll and random interviews were conducted during the survey at all 114 police stations in the province. Respondents were asked standard questions as outlined on the key focus areas of the survey as a means of data collection plan.

The control procedures were as follows:

Physical and telephonic monitoring during the actual survey period;
Standardised training of interviewers;
Checking for correct completion of interviews administratively;
The handling of questions according to prescribed instructions; and
Quality checks on data capturing and administrative processes aimed at:
- Integrity;
- Validity;
- Reliability;
- Accuracy;
- Completeness; and
- Targeted exit poll percentage.
  
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6. SAMPLING

All 114 police stations (including satellite stations) in the Free State Province were involved in this survey, with the focus being on the 70% exit poll at each police station and 30% household. The survey targeted:

Members of the public who permanently reside or work within the jurisdiction of the station.
A sample of 14 333 (fourteen thousand three hundred and thirty-three) community members.

7. REPORTING

SAB&T incorporated was responsible for the collection, capturing and analysis of information into a database. A database was developed through which the information could be accessed for each of the following:

Station Analysis Report for each individual station
Area Analysis Report for the Northern, Eastern and Southern Policing areas
Provincial Analysis Report.
Comparison between 2002 and 2003 results.

7.1 Report on data analysis

Results from the sample taken are represented in categorical form for the chosen areas to give an overview of the proportions of answers given during the survey process. This is considered to be an accurate estimation of the population proportions. It must however be noted that this remains only estimation and for the sake of accuracy must be disclosed as such when quoted.

8. FINDINGS

The findings are discussed on both positive and negative perceptions in order to highlight improvements and areas for interventions. Throughout this discussion reference is made to the findings of the 2002 survey in order to create this basis for comparative analysis. These comparisons are therefore done per section to give a total picture on community perception with regard to specific issues.

8.1 Community Service Centre

The general perception of the community with regard to the Community Service Centres seems good. There has been a slight increase in percentages on how the community view the services at the CSC.

Reason for visiting the CSC

According to 51% of the respondents the main reason for visiting and/or contacting the CSC is to report a crime. During the 2002 survey it was indicated by 62% of the respondents that the main reason for visiting and/or contacting the CSC was to report a crime, this figure has decreased by 11% in 2003.

The decrease does not only indicate a reduction a in the crime reporting, but it also show that CSC’s becomes more and more a place for administrative services. The fact that less crime is reported a positive in the sense that CSC’s becomes more service orientated and thus more people friendly.

Access to telephones

34% of respondents indicated that they have reported crime telephonically compared to 26% in the previous year. This suggests that the telephone infrastructure has improved in that accessibility has increase with 8%.

The socio-economic climate must still be taken into account, as all respondents still do not have immediate access to telephones. This again emphasises why most people still visit the CSC in person. This situation is negative since people in the rural areas are the most affected in terms of distances to nearest police stations.

Response times

Respondents indicated that response time to telephone calls by SAPS are generally good, as 67% of all calls have been responded to in less than 30 minutes, thus showing an increase of about 8% from the 2002 survey results. It is imperative to bear in mind that this is a perception and not necessarily a fact. It must also be taken into account that the SAPS must prioritise calls according to importance and resource availability.

Types of crimes reported

According to the responses; robbery, theft, domestic violence, and assault seems to be crimes reported most often. The number of cases pertaining to the above crimes reported during 2003 adds up to 73%. Violent crimes alone; (domestic violence, rape, assault and hijacking) were reported in 42% cases compared to 32% cases reported in the first survey. This highlights the importance of implementing interventions relating to special operations and awareness campaigns based on crime pattern analysis in those priority areas.

There has been an increase of 10% in number of violent crimes reported.

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8.2 Service Delivery

Awareness regarding toll free line

Only 32% are aware of the toll free line of the DPSSL and 14% have used the toll free line. The objective of the department in installing the toll free line was to bring services to the people, but the findings show a significant under-utilisation of the facility. However, it is acknowledged that the Department embarked on a marketing initiative from January to April 2004. The impact of this was not to assessed. These initiatives must be sustained.

Environmental Safety

Cleanliness and neatness

Community Service Centres are generally clean and neat as indicated by 73% of the respondents and there is sufficient privacy, which shows an increase of 15% from the first survey. Where a privacy facility does not exist, an office will be used to conduct consultation in private. This becomes problematic where stations experience accommodation problems.

Use of vehicles

The availability of vehicles dedicated to active duty is still a matter of great concern to the community. The misuse and withdrawal of vehicles from active duty by police officers is still a worrying concern, as vehicles are either used for administrative purposes or for private matters by SAPS members. There were also instances where respondents indicated that crimes reported could not be attended to, as vehicles were not available on that specific day. The situation regarding the use of vehicles is still poor and there has been no (statistically) significant improvement from the first survey. The SAPS needs to introduce better systems of fleet management and sanctions for misuse.

Competency levels of SAPS

Respondents’ rating of the FS SAPS competences levels seems to be good to average to approximately 82% of the respondents; this shows an increase of 2% from the 2002 survey. There are still 5% of respondents who said they have bribed or have attempted to bribe a police officer to obtain service. There is a decrease of 2% compared to 7% of respondents who indicated they have attempted to bribe a police officer to obtain a service.

Treating people equally

According 67% of the respondents rating for equal and fair treatment by the SAPS was rated good to average, and is better than the previous year by 7%. The perception is that the status of the claimant (39%) and racism (16%) is still major cause of unfair treatment. The focus has shifted from racism in the previous year, which reflected 29% of the responses to the status of the claimant as the reason for unfair treatment.

Response and handling of complaints

Only 13% of the respondents indicated that they have officially complained about the service received from the SAPS, thus showing an increase of 11% compared the number of people complained in the first survey. At least 87% of the complaints were channelled through the Investigating Officers, Commanders and the respective Commissioner.

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8.3 Information Sharing

The general perception of the public with regard to the information sharing is rated good, although 53% of respondents indicated that procedures and case details are still not properly communicated. This is an increase of 14% compared to the first survey.

Communication with the community is rated average to good by 79% of the respondents; in comparison to the 2002 survey 59% of the respondents rated the communication poor to average. The situation has thus improved by 20% compared to the previous survey.

Communities are informed about serious crimes in their areas according to 64% of respondents and there is no statistically significant movement on this result in comparison to the previous year.

The relationship between the police and the community is rated average to good by 83% of the respondents. There is no statistically significant movement on the result in comparison to the previous year.

Police visibility is rated average to good by 78% of the respondents. This can be attributed to the intensifying of sector policing in the Province.

44% of the respondents indicated that they are not informed about priority crimes in their areas. In the previous survey it was 33%. This figure has increased by 11% in 2003 in which suggest that the SAPS does not readily share information on priority crimes.

According to 65% of the respondents the SAPS effectively use meetings as a channel of communication. Another 17% of respondents indicated that public forums are also used as a communication channel. However, these meetings are limited discussions of issues other than priority crimes.

49% of the respondents are of the opinion that public meetings are the most effective way of communicating with the community. There is an increase of 30% of the respondents who feel that meetings are more effective compared to the first survey.

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8.4 Community Policing

Knowledge about CPF and its functions

The general perception is that the communities are not aware of the CPF and its functions.

Communities are informed about serious crimes in their areas.

The public awareness of community policing is still a problem, since there has been no improvement from the first survey results. According to the respondents knowledge of CPF and its functions is still lacking and results from lack of proper management and lack of communication regarding the CFP programme.

67% still do not understand what community policing means and did. 75% of respondents indicate that they would like to take part in crime prevention. In comparison there has been no significant improvement from the previous year.

Awareness of crime prevention projects is poor as indicated by 66% of respondents. There is no improvement from the first survey as indicated by 68% of the respondents.

Respondents 54% indicated that, their community policing forums are not effective and/or successful. There have been a decrease of 13% compared to the first survey where 69% of the respondents indicated that their CPF were not effective. This might be attributed to the fact that the Department had appointed more capacity.

Respondents 65% indicated that the CPF in their areas have not reduced crime. The effectiveness of the CPF should be investigated and an intervention strategy needs to be implemented in order to address the current situation.

Respondents 84% do not understand what sector policing entails and there have been no significant improvement from the first survey As a result emphasis should be on the need for the marketing of the sector policing concept alongside the CPF.

The above perceptions are not factual but still create concern in that the perceptions are still negative towards CPF’s and Sector Policing.

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8.5 Criminal Activities

Respondent’s perception with regard to criminal activities resulted in no significant changes from the first survey. Assault seems to be the most prevalent crime according to the public perception. Again, the role of the media should not be underestimated as the timing of the survey coincided with a period where a lot of emphasis was placed on violence against women and children.

14% indicated alcohol abuse, 53% unemployment and 31% poverty were seen to be the major causes of crime in the province. The situation is still the same compared to the first survey this calls for a need for awareness campaign regarding alcohol and substance abuses. Job creation and poverty alleviation projects needs to be created in order to curb the high rate of unemployment in the Province.

8.6 Public Perception

30% of all the respondents indicated that more police officers must be employed. This shows an increase of 10% compared to first survey.

16% indicated that more vehicles are needed. This figure is less by 6% compared to the first survey. This also links up with physical management of vehicles and other resources at station levels.

37% respondents felt that police visibility should be increased through more patrols and special operations.

8.7 Correction measures according to the general community perception

57% of respondents indicated that the high unemployment rate in the province is one of the major causes of crime. Therefore 30% responded by saying that there is an urgent need for poverty alleviation projects for self-sustenance. Whereas, 4% of the respondents indicated that more recreational facilities are needed in order to curb the high rate of substance abuses which leading to criminal activities.

Conclusion

It is clear that the 2002 survey dictated corrective measures focused on the human and resource aspects whereas the 2003 survey put emphasis on the need for interventions aimed at improving the socio economic situation in the province.

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9. STATION ANALYSIS ACCORDING TO PERFORMANCE

Statistics were calculated to assess station’s performance; this was broken into two categories. The ten best and worst performing stations were identified and scoring was given according to the focus areas of measuring service delivery. (See Annexure C)

9.1 Comparison of Worst and best performers

The dilemma of differentiation where more than one criterion (measured category) is present is always the trade-off between those who perform poor as well as excellent in some categories against those who perform average across the board. One technique to overcome this trade-off is through the sum of weighted subtotals, which has been used in this case. In short it entails weighing every answer and multiplying it with the percentage of respondents for that answer. This is done for every applicable question in the category and the sum of these subtotals gives a score that can be compared with other police stations.

It is important that the same system be used in future studies of this nature if the same comparison needs to drawn.

10. COMPARATIVE ANALYSIS 2002 / 2003 (ANNEXURE A)

For the purpose of comparison between the 2002 and 2003 years proportions rather than actual count rates were compared in order to account for differences in sample size between the two years.

The statistical test employed is the non-parametric chi-squared test. It assumes that the 2002 and 2003 years do not differ significantly unless the calculated chi-squared value for the difference exceeds the critical chi-squared value on a confidence level of 95% in all cases. In the case that the calculated chi-squared value exceeds the critical chi-squared value it is deemed to be proof of a statistically significant variance between the two years.

Current reports as presented do not attempt to be exhaustive and may lead to further questions that could be answered from the available data. In addition hereto it serves as a useful tool for further study in the following areas:

Firstly as base against which future surveys can be measured.
Secondly it may reveal gaps in current knowledge that must be addressed in future sample design.
Thirdly it allows management to focus on specific areas (geographical as well as functional) that will render the greatest return on resources.

Graphic representations serves to guide the readers eye towards the most common opinions expressed, but for detailed analysis actual figures should be used. (See Annexure D) Comparison of individual Police Stations

11. RECOMMENDATIONS

From the evaluation and interpretation of data certain recommendations on the improvement of the publics’ perception can be made. These recommendations should be evaluated in conjunction with the Department’s internal knowledge of the Police Stations. The first survey, conducted during 2002, laid the basis for this comparative survey. Accordingly most of the recommendations made in the first survey (2002) report are repeated with these recommendations. The findings from the 2003 survey also support the recommendations made in the 2002 report.

11.1 Communication / Information Sharing

The main concern with regard to public perception should be the gap that exists between the public’s perception of the South African Police Service and the actual internal information available to the Department. Various concerns and misperceptions held by the public can be addressed by improving communication, as indicated by the respondents that certain communication mediums, e.g. meetings and public forum can be used as an effective tool between the SAPS and community.

The improvement of communication should not only constitute an increase in the volume of communication, but also a change in the approach with regard to the type of information distributed. Communication should not only focus on positive aspects, but also on negative aspects and how these aspects are to be addressed. Communities should be given the opportunity to give their input regarding how they think things can be improved.

11.2 Community Service Centres

The Community Service Centre serves as the forum for interaction between the SAPS and the public. As the perception of these Community Service Centres seems to be positive these Centres can be used to improve the perception in other focus areas such as service delivery and information sharing. It can also be used to market other programmes like CPF, and the toll-free line that according to the respondents still needs a lot of publicity.

It should be noted that police officers would require continued training to adapt to the needs of the public. These needs will change along socio-economic and political climate in South Africa. Focus should be placed on training in professional conduct, trauma management and customer service. Police Officers should also receive regular trauma counselling and their general welfare should not be neglected.

The added focus on telephonic contact with SAPS indicates the need to investigate the telephone infrastructure in especially rural areas. Officers need to receive training in telephone response and situation handling. Calls should be rated accordingly in order to identify the degree of urgency of the call, as there are people who abuse the facility and punitive measures should be implemented as the false calls costs the department a lot of money.

An assessment should also be made of the availability of public phones in all areas and communication channels should be opened with Telkom to ensure that there is sufficient access to telephones.

The 10111 numbers should also be marketed continuously, and this exercise should start from pre-schools level to tertiary and beyond. The anti- corruption line must also be marketed, as there is about 7% of the community who admitted bribing the police officials. These can be marketed at churches, clinics, shopping centres, schools and other government service centres.

Police officers should be made aware that the public is their client and that their purpose is to serve, rather than to police. The public should be made aware that the SAPS is a service and not a force. The changes taking place within the SAPS should be communicated to the public so that the public can buy into such changes.

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11.3 Service Delivery

As many respondents felt privacy at police stations is inadequate when making statements etc. this should be addressed by comparing this perception to internal information available and taking corrective steps where possible. Sensitivity of crimes, i.e. rape, child abuse should be taken into consideration and adequate privacy must be given accordingly.

SAPS officers should also be made aware of the perceptions with regard to the unfair treatment and that the status of claimants is considered the reason for this. It must once again be stipulated that “unfair treatment” is a public perception, which can be easily managed by for example running a “Fair Treatment Campaign”.

The perception that official vehicles are misused should be investigated and the findings of such an investigation should be reported to the public. It should also be considered to form a specialised administrative unit to avoid vehicles being withdrawn from active duty to fulfil administrative tasks.

The toll free line that was established by the DPSSL should be continually marketed.

11.4 Community policing

Community Policing requires urgent development in the Free State Province. By developing Community Policing Forums the heavy burden on the limited resources of the SAPS can be lifted. CPF process needs a lot of marketing, as the communities are not aware of its existence and functions in their areas.

The CPF process needs strong drivers since a CPF project is based on the good will of the community. Simply attending community meetings will not drive the process towards successful CPF’s. A process needs to be developed to give each Community Policing Forum its own identity. The DPSSL staff should monitor, and manage the process more effectively.

11.5 Public Perception Management

Perceptions are caused by actions and based on feelings and emotions. Thus perceptions can be managed. The next step from surveying perceptions is to start managing these perceptions with the information at hand.

Firstly a steering committee needs to be established. This committee should drive the process in a direction, which will lead to actions, to improve public perception. All role-players and stakeholders will have to be co-opted to the steering committee. The committee members will be from DPSSL and SAPS as well as consultants should be involved.

This committee should launch initiatives to involve other government departments and share information with them.

“It’s not our abilities or gifts which define who we are, but the choices we make.” Prof Thumbledore