Developing a performance measurement system for policing : South African Police Service

[摘要] ENGLISH ABSTRACT:Although terms such as input, output, outcomes, productivity, quality,efficiency and effectiveness represent measures of performance, they alsomeasure different aspects of performance. The question of the relevance of themeasurement of performance for the South African Police Service (SAPS)invariably arises. The following three questions have, therefore, beenformulated:• What is the relevance of performance measurement for the SAPS?• Which performance measurement determinants must be addressed andintegrated into the process of performance measurement in the SAPS?• How could performance measurement improve the rendering of service?The purpose of the exploratory study was to provide a conceptual frameworkfor performance measurement by developing a systematic and comprehensiveperformance measurement system (model) for the SAPS which will have longtermadvantages for both the SAPS and the customers and/or communitiesthey serve. The key aims were, therefore, threefold:• To ensure that the SAPS is fulfilling its mission and accomplishingtargeted results.• To measure police performance (successes) in respect of input, output,outcomes, effectiveness and efficiency which will have a direct impacton the combating of crime and is of value to customers and/orcommuni ties served by the police.• To compare a newly developed and pilot-tested model with the presentperformance measurement initiative used by the SAPS to prove that thenew model has promise.Face-to-face and focus group interviews were conducted with 16 English andWelsh individuals. In addition, face-to-face and focus group interviews werealso conducted with 12 police officials of the SAPS in order to determine thecurrent state of affairs regarding police performance measurement. As part ofthe inductive study and to focus on the formulated questions and purpose, aswell as to account for the data, three hypotheses were formulated for thisstudy. The newly developed model will, therefore, enable the establishmentof the extent to which:• Resources (human and physical) could be used effectively and efficientlyby focussing on performance measurement.• Police operations and activities could be improved on an ongoing basisby focussing on targeted results.• Police operations and activities will have a positive impact on thecombating of crime.A conceptual performance measurement framework was developed whichreflects the fulfilment of the SAPS's mission and the accomplishment oftargeted results. This model also measures the performance (successes) of theSAPS in respect of input, output, outcomes, effectiveness, and efficiency.Twenty police stations of one police area in the Western Cape were selectedfor the pilot-testing of the newly developed performance measurement systemfor the SAPS.After the model had been successfully piloted, it was compared with theperformance measurement system used by the SAPS at present. The proposedmodel achieved a substantial higher mark in comparison with the presentprocess/system used in the SAPS. Finally, the new performance measurementsystem for the SAPS that consists of the following performance measurementdeterminants namely, strategic direction, performance framework,performance measures, strategy-institutionalizing and performance assessmentprovides an important building block in the process of analysing the qualityof service. In conclusion, according to this exploratory study the newly developedperformance measurement system for the SAPS shows that the SAPS canapply the model, in its current format, fully and optimally. However, someshortcomings connected to the model, have been identified.

[发布机构] Stellenbosch University