Mz digitalsurrey-120125-published

Location based mobile apps with
open social data are the face of
policing on the Internet
Angus Fox, Director,
Multizone

25/01/2012 Digital Surrey 1

Agenda
• How did we get to here
• Our approach to the
market
• Surrey Police mobile
apps case study
– Why?
– Technology
– Metrics and success
factors
– What’s next
• What does this all
mean?


Why should police care about
social media?

Source: http://www.prmoment.com/685/social-media-census-2011.aspx


Mobile apps are the Internet

Source: https://twitter.com/thebeebs/statuses/129255828548104192

Surrey Police news item (1 min)

http://www.multizone.co.uk/news/news/206-230811-telegraph-itn.html

HOW DID WE GET HERE?


Timely, authentic updates, that the
police need to know about

“Not a social
network, we are
an Information
Network”.

- Twitter


Policing the London G20 protest
‚The police must be aware that their behaviour will be
monitored, recorded and instantly made public via the internet. They
must modify their behaviour and briefings accordingly.‛– Sir Paul
Stephenson


Initial premise

There must be a
place in the market
Wanted to build my Fed up with building with a need to
own software them for other engage in this new Public Sector?
company. people way which has no
tools and is ready to
try


Initial approach

Everything is real-time now Social media is a disruptive technology Web sites were originally a novelty

..Service
Effective tools and policy for
improvement, Monitoring, Customer
engagement can bring about reductions Examples
Service, Reputation
in costs in..
Management, policy reinforcement


What could a mobile app add?
• Cost reduction
• Diversion
• Positive response
• Innovative trailblazer
• Governance
• Enabler of culture
shift


Issues: Governance and Culture

Social Control

Consistent Tone of
Official responses
Voice

Open and
Prescribed policy
transparent

Self regulating Highly moderated

Everybody Censored/blocked


Q. How can social media affect
Policing?
A. It already does

Scotland Yard
PC Ward, Facebook

BBC News, The sun
"Can't wait to ‚PC eager to ‚A PC from
bash some hit G20 Enfield was
long haired protesters‛ today given a
hippys up @ ‚Sick written
the G20." message on warning
cop's under public
Facebook‛ conduct
regulations‛

Source: Quotes taken from BBC, Sky News, The Sun

Segmenting the market
• Encouragement but
little or no budget
Public Sector • Lots of vested
interests
• Size and complexity
Blue Light Government
of market for a small
business
• On-going distaste for
Local social media – desire
Police Fire
Authorities to control the message


Real issues for UK plc
• Nothing happened for months before and after the general election
• Structures, leadership and guidance in the public sector leave the potential
for disparate fragmented disconnected projects
• Duplication of effort, high costs
• Unwillingness to work with small businesses – even to reply or keep to
meetings – wasted costs we couldn’t afford
• Inability to contract / communicate
• Head in the sand ‘we can control the message’ mentality
• Turf war between ‘comms’, ‘operations’ and ‘IT’
• Warned off some by some forces and organisations
– ‘tendering rules mean we can’t speak to you at all’,
– ‘DiY we could do this ourselves’
– ‘No mobile strategy’
– ‘No budget’
– ‘Don’t understand’
– ‘Not a priority’
• Agreed work then silence


Case Study

Surrey Police

Multizone

Vodafone


Why – because communities are
social and mobile now!
Increased
Visibility

Advocacy by Insight for
the public the public

Confidence
in Policing

Surrey Police
• Top down leadership approach open to
transformation and culture shift
• Instead of finding reasons not to engage with
us Surrey asked ‘what could you do’ and for
how much?
• Willingness to take a risk with a local
company
• Passion for neighbourhood policing and for
social media
• And asked ‘could you just add Crime
Mapper’

The challenges
• Transform service • Challenge
delivery within expensive, outmoded
constrained budgets. devices and
• Account for what applications with
local officers are cheaper devices
doing and engage • Open data including
with the public crime data, all open
• Culture shift ‘don’t networks
get better – get good’ • No data
protection, no
25/01/2012 Digital Surrey
security issues 20

Runnymede First
• A demonstrator for live
deployment in Surrey
– All open public
networks
– Analytics
– Phone app for the public
– Phone app for police
officers
• No jargon / police speak
• Built in governance
• Geocoded Twitter
Updates
– Live end March 2011


Why a demonstrator

Requirements Demonstrator

Huge List of Distillation to
possible a release and
requirements proof point


The right feature set
Surrey Police

Police Station info Your Neighbourhood Surrey News

Contact us Priorities Photos & Videos Live Runnymede Beat

Web Events Officers Surrey Feed

email Team Helicopters Runnymede Feed

Social Ratings Police Authority Live Map

Phone Suggestions Surrey Police Crime Chart


Runnymede metrics

•10
•100,000
•550
•6050

Runnymede metrics
• 10 – average number
of attendees at a local
policing meeting
• 100,000 – population
• 550 twitter followers
• 6050 iPhone
downloads


7000

Proof that app is more
accessible than twitter? 6000

5000

11x
Amplification of messages
4000

3000

to tens of thousands of 2000
local people through the
app & social networks
1000

0
Twitter Downloads


Success Factors
1. Executive Management support
2. Level setting and buy-in at all levels
3. Insight into policing and social engagement
4. The right features in the software Multizone
developed
5. Mobile Network operator buy-in and
support
6. Perfect launch execution


Executive Management support
Mark Rowley – Surrey Chief
constable – "There has been a lot
of bad publicity recently about
Twitter and policing and today
we can turn all that on its head.
What we are trying to do with
Surrey Police Beat is to make
visible what their local officers are
doing for them on a day to day
basis. It also allows the public to
comment, so it is a two-way flow
and it is more dynamic that
anything we have had before."


Level setting & buy-in at all levels
• Impact Review
– Identification of Quick time to value
projects / pilots
– Maturity Assessment
• Boot Camps
• Meetings / Seminars
– Intensive one or two day workshops
or one to one briefings for senior
management
– The reality of engagement across
channels to the public and their
representatives
– Social engagement programmes
– The real return on investment and
improvements to service delivery
that are possible
– Why this is not just about being a
bolt on marketing program at extra
cost.
• Action plan for buy-in


Insight into policing and social
engagement

Tasking Twitter
(Web)

You Face
Mobile
Officers
(Mobile)
Tube book Apps
Flickr

Police Updates Social Media Public


Mobile Network operator support
• Vodafone, Surrey
Police and Multizone
worked together to
pilot test the apps and
devices in
Runnymede
• Now Vodafone are
supplying 500 new
HTC Android based
phones for officers

Perfect launch execution


After Public Release

•Field training •Field training
Borough Borough
•New •New
Roll Out Functionality Roll Out Functionality


Roadmap

• Roll out 500 smartphones for
neighbourhood officers and staff
• Partner with a Mobile Network Operator
• Free web app for tasking officers and staff
• Next Police Force customer (February)
Surrey Revised
Mole Valley Runnymede Elmbridge
Heath Public App


OUR APPROACH


Need: Phones, developers and
tools, and network operators
• Built successful mobile apps and
platforms before at
Openwave, Mercury & HP
• Attended Mobile World Congress
to meet
– Manufacturers
– Operators,
– Developers
• Started to run London Devnest
community to get to know
– Community developers
– Twitter Corp
– Interesting technology
• Early adopter of Appcelerator
Titanium development toolchain
– Codestrong Conference
Source: Gizmodo – Passionate London Titanium
Community


The right mobile experience

Technology
Location
Social
Mobile Based Open Data
Sharing
Services

World class First time
Multimedia Analytics tools and app store
best practise approval


Elaboration via mockups
• The right features
• Performance and
other technology
‘givens’
• Publish to app stores
• Realised the need for
2 apps – A Police App
and a Public App


Police App
• Easy, quick error free
updates
• A normal part of
work not a novelty
• Built in accountability
• Low cost Android
phone


Free public app
• Easy to use
• Improves
transparency
• Information about
local officers
• Sets crime in context
• A way for the busy
public to tell police
their views
• Diverts people to
local, non emergency
contact points


Native Apps built with Appcelerator

• Actual native
controls
• Better user
experience
• Faster
• Works
offline


Recognised for best practice at CodeStrong 2011
This is pretty cool, Surrey Police official app for connecting with
the public to solve crime. It launched around the time of the UK
riots and its a great application - Jeff Haynie – CEO Appcelerator


What does all this mean?
The explosion of mobile access to local App Development is only part of the
information changes everything picture for a successful live project
• Engagement provides Access • Force readiness
and opportunity to Influence
• Answers provide value
workshops, Level
• Engagement saves officer time setting, culture shift
and reinforces presence • Police app, Public app
• Answers are amplified feasibility and development
inexpensively online in real-
time process
• Governance is • Skills transfer
automatic, officers cannot send
inappropriate updates • Willing and able audience
• Gives local officers access to • Culture shift
the same tools that the public
already take for granted • Best practices
• All ranks and staff

QUESTIONS / DISCUSSION


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