quality service audit results - lincoln.ne.gov
TRANSCRIPT
2019
Compiled by Officer Sara Genoways
Education and Personnel Unit
Lincoln Police Department
Quality Service Audit Results
Page 1
2019 QSA Results
Table of Contents
I. Total Results for 2019 ……………...… 3
II. Total Results Since Survey Began ….…. 4
III. Results – By Contact Type ……….…… 5
IV. Results – By Race ………….…...……. 9
V. Results – By Quarter ………….……... 16
VI. Results – By Team ……….…….……. 25
VII. Results – By Age ……………..……… 44
VIII. Results – By Gender …………………. 48
IX. Monthly Survey Total Reports ………… 51
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2019 QSA Results
The number of Quality Service Audit Surveys completed in 2019
was 4,123. This is a decrease of 44.9% from last year. The number of
participants in the survey pool is 34,045. The percentage of completed
calls in 2019 was 12.1%. The recruit assignment of 150 total successful
surveys was continued this year. The intern requirement of 125
successful surveys was eliminated after recruits articulated that they
were having difficulty locating recent contacts to call. Interns will be
required to complete QSAs once again in 2020 with a minimum of 50
successful calls as the new requirement.
Officer Sara Genoways
Education and Personnel
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2019 QSA Results
I. TOTAL RESULTS FOR 2019
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2019 QSA Results
II. TOTAL RESULTS SINCE SURVEY BEGAN
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2019 QSA Results
III. RESULTS BY CONTACT TYPE
0.0% 20.0% 40.0% 60.0% 80.0% 100.0%
Considerate of feelings
Professional behavior
Treated fairly
Treated with dignity
Listened
Knew what they were doing
78.0%
92.1%
85.1%
91.2%
75.1%
91.7%
90.6%
96.4%
91.5%
95.9%
93.0%
96.5%
90.1%
94.5%
92.0%
93.9%
93.3%
95.9%
Quality Service Audit:2019 Results
Participants: Citations = 1,630 Drivers =
1,586 Victims= 907
Victims Drivers Citations
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2019 QSA Results
VICTIMS
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2019 QSA Results
DRIVERS
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2019 QSA Results
CITATIONS
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2019 QSA Results
III. RESULTS BY RACE
0.00% 10.00% 20.00% 30.00% 40.00% 50.00% 60.00% 70.00% 80.00% 90.00%
White
African American
Asian American
Hispanic
Native American
Other/Unknown
78.78%
8.90%
1.77%
6.65%
0.90%
2.13%
80.6%
4.4%
4.6%
7.3%
0.6%
2.5%
Quality Service Audit: 2019 Participants
2010 Census: Percent of Lincoln Population Percent of 2019 Participants
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2019 QSA Results
WHITE RESPONDENTS
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2019 QSA Results
BLACK RESPONDENTS
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2019 QSA Results
HISPANIC RESPONDENTS
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2019 QSA Results
NATIVE AMERICAN RESPONDENTS
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2019 QSA Results
ASIAN RESPONDENTS
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2019 QSA Results
OTHER/UNKNOWN RESPONDENTS
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2019 QSA Results
V. RESULTS BY QUARTER
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2019 QSA Results
86.5%
94.9%
88.4%
94.6%
86.4%
93.9%
86.3%
94.0%
89.7%
93.4%
86.5%
95.8%
86.3%
93.6%
89.6%
92.8%
86.4%
93.8%
80.3%
94.6%
88.2%
93.4%
93.4%
95.1%
70.0% 75.0% 80.0% 85.0% 90.0% 95.0% 100.0%
Considerate of feelings
Professional behavior
Treated fairly
Treated with dignity
Listened
Knew what they were doing
Quality Service Audit: 2019 Results% of Positive Responses to Questions Asked of All Contacts
Fourth Quarter Third Quarter Second Quarter First Quarter
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2019 QSA Results
0.0% 10.0% 20.0% 30.0% 40.0% 50.0% 60.0% 70.0% 80.0% 90.0% 100.0%
Promised to Recontact
Follow-Up as Promised
Learn From Contact
Gave an Exchange Form
Gave a Business Card
Referred to Other Agencies
Explained Citation
51.8%
48.3%
45.9%
82.1%
72.3%
24.5%
89.3%
41.0%
59.6%
51.1%
86.9%
81.1%
15.6%
91.5%
50.9%
54.0%
49.4%
82.4%
79.0%
19.7%
89.9%
54.8%
65.2%
53.2%
84.3%
71.6%
15.9%
91.1%
Quality Service Audit: 2019 Results% of Positive Responses to Questions Specific to
Contact Type
First Quarter Second Quarter Third Quarter Fourth Quarter
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2019 QSA Results
0.0% 10.0% 20.0% 30.0% 40.0% 50.0% 60.0%
Never Safe
Usually Not Safe
Sometimes Safe
Usually Safe
Always Safe
1.8%
2.9%
14.5%
29.7%
46.9%
1.8%
4.1%
12.6%
33.1%
44.2%
1.2%
2.5%
10.9%
31.5%
50%
1.3%
3.2%
9.3%
33.7%
49.6%
Quality Service Audit: 2019 ResultHow Safe and Secure Do You Feel in Your Neighborhood?
First Quarter Second Quarter Third Quarter Fourth Quarter
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2019 QSA Results
0.0% 10.0% 20.0% 30.0% 40.0% 50.0% 60.0%
Fourth Quarter
Third Quarter
Second Quarter
First Quarter
56.5%
55.7%
52.7%
44.3%
22.5%
21.1%
22.9%
29.3%
10.9%
13.0%
15.6%
17.6%
4.7%
4.5%
3.5%
4.4%
3.7%
2.8%
2.3%
2.8%
Quality Service Audit: 2019 ResultHow Would You Rate the Officer's Overall Performance
in This Siutation?
Unsatisfactory Below Average Average Above Average Outstanding
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2019 QSA Results
FIRST QUARTER
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2019 QSA Results
SECOND QUARTER
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2019 QSA Results
THIRD QUARTER
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2019 QSA Results
FOURTH QUARTER
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2019 QSA Results
VI. RESULTS BY TEAM
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2019 QSA Results
NORTHWEST
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2019 QSA Results
NORTHEAST
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2019 QSA Results
CENTRAL INVESTIGATIONS
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2019 QSA Results
SOUTHWEST
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2019 QSA Results
SOUTHEAST
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2019 QSA Results
TRAFFIC
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2019 QSA Results
CENTER
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2019 QSA Results
NARCOTICS
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2019 QSA Results
EDUCATION AND PERSONNEL
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2019 QSA Results
SUPPORT/GENERAL MANAGEMENT
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2019 QSA Results
IDENTIFICATION
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2019 QSA Results
SERVICE DESK
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2019 QSA Results
FAMILY CRIME UNIT
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2019 QSA Results
TECHNICAL INVESTIGATIONS UNIT
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2019 QSA Results
MANAGEMENT SERVICES
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2019 QSA Results
POLICE GARAGE
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2019 QSA Results
COMMUNICATIONS
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2019 QSA Results
EX-EMPLOYEE
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2019 QSA Results
VII. RESULTS BY AGE
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2019 QSA Results
0 – 20 YEARS
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2019 QSA Results
21 – 35 YEARS
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2019 QSA Results
36 – 100 YEARS
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2019 QSA Results
VIII. RESULTS BY GENDER
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2019 QSA Results
MALE
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2019 QSA Results
FEMALE
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2019 QSA Results
IX.
MONTHLY SURVEY TOTAL
REPORTS
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2019 QSA Results
JANUARY TOTALS
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2019 QSA Results
FEBRUARY TOTALS
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2019 QSA Results
MARCH TOTALS
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2019 QSA Results
APRIL TOTALS
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2019 QSA Results
MAY TOTALS
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2019 QSA Results
JUNE TOTALS
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2019 QSA Results
JULY TOTALS
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2019 QSA Results
AUGUST TOTALS
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2019 QSA Results
SEPTEMBER TOTALS
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2019 QSA Results
OCTOBER TOTALS
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2019 QSA Results
NOVEMBER TOTALS
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2019 QSA Results
DECEMBER TOTALS