Problem
The Problem the Study Aimed to Address:
The study addresses the growing use of online crime reporting systems by police departments and their potential negative impact on community relations, trust, and victim satisfaction.
General Impact on the System and/or Public:
While online reporting improves efficiency and resource allocation for law enforcement, it may erode public trust, reduce victim satisfaction, and affect the quality of data collected, thereby impacting police-community relations and crime deterrence.
Research Questions Answered:
- How many police agencies offer online reporting?
- How do victims feel about the online reporting system?
- How do victims perceive police response to their online reports?
- Can victim satisfaction with online reporting be improved?
Method and Analysis
Program Evaluated or Gaps Addressed:
The study evaluated the Portland Police Bureau’s (PPB) online reporting system (CopLogic) and aimed to fill the gap in academic research on online crime reporting.
Data and Sample Size:
Reviewed websites of 975 police departments with 50+ officers to assess the availability of online reporting systems.
Surveyed 1,200 crime victims in Portland who used the online system.
Analysis Used:
Quantitative analysis of survey responses and qualitative evaluation of victim feedback. A controlled experiment compared victim satisfaction before and after implementing procedural justice-based follow-ups.
Outcome
Key Findings:
Adoption of Online Reporting:
- 40.1% of police agencies with 50+ officers use online reporting.
- Adoption is higher in larger agencies and those with resource constraints.
Victim Feedback:
- Most users found the system easy to use.
- Significant complaints about technical issues (e.g., mobile incompatibility, system time-outs) and lack of follow-up.
- Only 16% of victims were satisfied with the handling of their reports.
Improvements in Satisfaction:
- Victims who received personalized follow-up communication reported a substantial increase in satisfaction (43% vs. 12% in control neighborhoods).
Implications/Recommendations:
- Police agencies must improve the online reporting experience by providing clear instructions, user support, and follow-up communication.
- Procedural justice elements (e.g., validating victims' experiences) are critical for improving satisfaction and trust.
- Agencies should assess and adapt online reporting systems continuously to mitigate harm to police-community relations.