Police in Redwood City, California, are using a first-of-its-kind video chat system, which is already saving money and enhancing service levels. Details, how it works,What Happened?
The Police Department in Redwood City, California, is experimenting with an online video-chat system that seems to be saving time while enhancing service levels.
So What?
Budget cuts and fiscal challenges have hit police, fire, and emergency services across the country very hard. This pilot program could be an interesting model for servicing constituents better, while also saving both time and fuel.
The Purpose
The system was not created as a 911 replacement. Rather, the technology was deployed to provide quick answers or address small disputes. Addressing minor issues online eliminates the need for officers to respond in person.
The Details
According to police Chief JR Gamez, his department is the first in the nation to utilize online video chat. During most weekday business hours, residents of Redwood City can hit a “video chat” link on the Police Department’s Web site; during off-hours, an icon states that video chat is unavailable, and prompts citizens to call the police or dial 911, if necessary.
The Vendor
Danish video chat company NetOp, best known for its remote-access technology in use at corporations and in classrooms around the world, is the vendor that built and deployed the police department’s system. “One of the things that I feel is really important as we move forward in public safety is partnering with private enterprises,” said Chief Gamez. “It’s all about providing our residents the best technology that’s possible at a reasonable price.”
The Results
Though the program only launched June 26, initial response is very positive, from the perspectives of both the police and residents. According to local media reports, officers using the system are addressing the same simple issues and questions—“as many as 20 in a day”—without having to drive to various locations. As a result, the Police Department has become more proactive, as it can focus on other community policing matters. The technology “frees our officers up to do more police work in areas that need it,” said Chief Gamez.
Ancillary Benefits
The technology has become a customer service tool that has strengthened the relationship between citizens and the police department. There may be more of a “perception-vs-reality” dynamic here, but residents feel that the police are more responsive, are addressing their needs, are available on-demand, and are focused on serving the community.
More Information
A video introduction to the online police system is available from the Redwood City Police Department, featuring Chief Gamez.
There is not much research, data, or comparables related to online policing tool like Redwood City’s video chat. Most of the existing online services are tied to incident reporting, like this online crime reporting system in the UK. Similar online incident reporting systems are deployed in Houston, San Diego, Phoenix, Oakland, and myriad other cities. Most of those cities use technology developed by companies like Coplogic.
If you’d like to speak with someone at Redwood City’s vendor NetOp, please contact NetOp CEO Kurt Bager, who was mentioned in the original Redwood City press release. [Please note that Gov1 has no relationship with NetOp, and does not endorse nor benefit from the company; rather, we are providing the contact information as a service to readers who are considering deployment of similar video-chat systems for municipal emergency services.]
Gov1 will continue to track this matter, and readers are urged to contact us if they have knowledge of—or experience with—such matters.