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Greater Manchester Police: Building Capacity for Positive Change

NCJ Number
Rosemary Scully; Tom Young
Date Published
March 2012
4 pages
This Justice & Security case study examines a program developed for the Greater Manchester Police to enhance operational performance, improving productivity, and enhancing overall citizen satisfaction.
The study found that attendance by officers from the Greater Manchester Police (GMP) at grade 2 emergency incidents and grade 3 emergency incidents increased within a few months from 60 percent at baseline to 85 percent, and 52 percent at baseline to over 75 percent, respectively. In addition, the study found that open crime backlogs decreased by 68 percent, detection rates improved from 20 percent to over 27 percent, and public satisfaction increased by 6 percent. This study examined the ability of a proof of concept project, known as QUEST and implemented by the Greater Manchester Police, to redefine operation processes and organizational structures for a range of core policing functions. The program, initially implemented in only 2 divisions of the GMP, was formalized into a comprehensive policing model and extended to the remaining 10 divisions within the GMP. Lessons derived from GMP's implementation of the QUEST program include the need to build a critical mass of skilled people within the organization, the need to be prepared to change the cultural norms, the need to create an evidence-based case for change, and that in order to build support for the program, the organization needs to demonstrate the program's benefits. 3 figures