Problem
The Study Aim:
The research explores whether the shift to online crime reporting affects perceptions of procedural justice and police legitimacy, with a focus on victims’ satisfaction and experiences.
Impact on the System/Public:
Online reporting is viewed as a cost-effective solution for addressing police resource limitations. However, it risks eroding trust if victims feel unsupported or excluded, impacting the legitimacy of police and potentially reducing crime reporting.
Research Questions Answered:
- How functional is the agency’s online crime reporting system?
- Are victims satisfied with the handling of their crime report?
- What can the agency do to enhance satisfaction and procedural justice?
Method and Analysis
Program Evaluated:
The study examined an online crime reporting portal used by the Portland Police Bureau (PPB) for property crimes, emphasizing procedural justice concerns.
Data and Sample Size:
- Surveyed 1,198 property crime victims from March 2021 to February 2023.
- Participants were those who successfully submitted online reports.
- Surveys were conducted across different phases and locations in Portland.
Analysis Used:
- Quantitative measures of ease of use and satisfaction.
- Bivariate and multivariate analyses to identify determinants of satisfaction.
- Qualitative analysis of open-ended responses to identify recurring themes.
Outcome
Key Findings:
- Ease of Use:
- 59% found the system easy to use, but 11.8% reported significant difficulties.
- Issues included outdated user interfaces, mobile incompatibility, and lack of features for uploading evidence.
- Satisfaction Levels:
- Only 16.7% of respondents were satisfied with the police’s handling of their report.
- Dissatisfaction correlated with unmet expectations for follow-up and procedural justice.
- Demographic Variations:
- Older victims and those from minority backgrounds reported lower satisfaction.
- Satisfaction was higher for those receiving follow-up contact.
Implications or Recommendations:
- System Design: Improve user interface, compatibility with mobile devices, and allow evidence uploads to enhance ease of use and perceptions of procedural justice.
- Communication: Implement follow-ups (e.g., phone calls or emails) to validate victims’ experiences and demonstrate action.
- Procedural Justice Integration: Provide clear guidance on reporting, updates on case status, and resources for victims to address emotional and practical needs.
This study highlights a critical trade-off between efficiency and legitimacy in adopting online reporting, suggesting that attention to procedural justice can mitigate potential harm to public trust.