Implementing the citizen focus agenda: a case study in police leadership

Abstract

Purpose – Although the private sector has long understood that a customer-focused service is synonymous with success, the concept is less embedded in public agencies such as the Police. Cultural studies consistently argue that police practitioners perceive “citizen focused” or “quality of service” approaches as distant to “real policing”, making the concept difficult to implement. The purpose of this paper is to explore the complex infrastructure required for the implementation of this approach, specifically focusing on senior police leadership. Design/methodology/approach – Using semi-structured interviews across a diversity of police officers and staff it provides a case study of a city Police Force in England, who attempted to introduce a citizen focused approach between 2006-2010. Findings – Senior police leaders were reported to exhibit distinct and consistent leadership styles with a “transformational” style more positively associated with the implementation of this agenda. Practical implications – The study argues specific leadership styles are critical to the delivery of “quality” approaches. Originality/value – No other case studies currently exist that have explored the role of police leadership in the field of quality service/citizen focused approaches.