Public Safety Discussion Group at The Inquirer

A City That Works - May 22, 2008

What does this goal mean to you?

• Suburbanites wouldn’t be afraid to visit or move to city.

• Tourists wouldn’t be afraid to visit.

• Locals would feel safe.

• There would be a substantial decrease in the homicide rate.

• There would be a substantial decrease in youth violence. I wonder what resources, training, & interventions would be needed for this?

• Within our own neighborhoods, we’d feel safe and know all our neighbors.

• Parents wouldn’t worry about the safety of pre-teens and teens.

• I would feel safe while using public transit (esp. underground). I would see police underground, not just above at the entrances. I would not be alone, and all areas would be well-lit.

Performance measures (What would success look like?):

• In year one, decrease homicide rate by 25 percent.

• In year one, decrease other violent crimes by 20 percent.

• Within six months, establish easy access to current local crime statistics, e.g. make interactive map on city Web site that’s easy to find and navigate.

• Over three years, increase people moving into city by 10 percent.

• Over three years, decrease people moving out of city by 30 percent.

• Increase tourism by more than the increase of people moving into city.

• In year one, decrease non-violent crimes (theft, break-ins, property damage, graffiti, etc.) by 50 percent. Will need to give people the tools they need, and not respond “be glad nothing worse happened to you.”

• Establish community meetings with police each month, with attendance increasing over time.

• Increase attendance in public parks in off-hours by kids and pre-teens: At least two in each park after 8 p.m.

• In off-hours, increase number of people in SEPTA and PATCO stations that are less used and have longer waits, particularly those underground.

• In year one, decrease school violence by 25 percent (student-on-student and student-on-teacher incidents).

• Substantially increase percentage of crime incidents where bystanders help. This could be measured with info in police reports, possibly 911 calls.

• Increase civic involvement as a deterrent to crime. This could be measured with polls, Town Watch numbers, calls.

• Increase the percentage of crimes with witnesses initially, later, and at trial.

• Substantially increase pedestrian safety: fewer pedestrians struck by cars.

• Decrease reckless driving, esp. cabs - polls

• Decrease construction street hazards - increase safety mechanisms, including barriers, decreased speed limits, increasing some crossing times.

• In year one, develop and implement a policy addressing second hand smoke in connected homes. This is both a health risk and a fire risk.

• In year one, establish the ability to track 100 percent of all 911 calls, including those from cell phones (suburbs do it now).

• Increase the number of youth violence prevention programs so there are more choices. Decrease “idleness” of youth and young adults - perhaps measure by visible “hanging out.”

• Increase safety of bike riders, roller bladders, etc. Perhaps measure by numbers of injuries/reported collisions.

Customer-service standards:

• General expectations of 311: (like Apple) clear recording of problem; method to track problem and get back to person with additional assistance or say how problem was resolved; worker gives name and number; stay on line while transferring to another person; pleasant manner; at end ask about how satisfied caller is.

• Allow anonymous 311 reports in cases with fear of retaliation.

• Include satisfaction question/survey at end of every call.

• Tell caller how rapid a response they can expect, and make public the standards for various types of problems. Have response rates the same in every neighborhood.

• If the response cannot be resolved or will be delayed from the usual, let caller know that and why, and say when they can expect follow-up/ what kind of resolution.

• 311 workers will be able to refer to non-government organizations as well as to government. This would be a supplement, not a replacement, to government services.

• Fairness: response to 311 will be no slower than response to a call to/through council person.

• Answer by two rings, no “your call is very important to us” recording, no placing on hold except if finding answer.

• Increase professionalism and sympathy of 911 workers.

• Ensure adequate resources for solving 311 calls.

• Occasionally (monthly?) supervisors and trainers respond to 311 calls (like Disney where upper management periodically are in park responding to guests).

• Don’t decrease police presence if Town Watch increases.

• Increase neighborhood policing with sharing of data and information.

• Wait to post/get refund of bail or retrieve towed car is < 15 minutes.

• 311 Web site:

→ Responses are fast and specific to type of problem.

→ Easy to navigate.

→ After interactions with police & fire people:

♦ offer a tracking number to each person involved

♦  follow-up to assess customer satisfaction and assure person their concern is taken seriously. In follow-up, say how info will be used.  Follow-up could be via letter, e-mail, or online.