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StatiSense
ANALYSIS OF POLICE
COMPLAINT RESPONSE UNIT
(CRU) REPORT (Q1-Q3)
INTRODUCTION
“Indeed, I make bold to state that there is no public institution in Nigeria that has exposed itself to publi...
INTRODUCTION
The missing link, it must be admitted, had been the inability of the Nigeria
Police to take full advantage th...
APPROACH
This is an analysis of the Nigeria Police Force (NPF) Complaints
Response Unit (CRU). So far, the CRU has release...
THE COMPLAINTS RESPONSE UNIT’S SYSTEM
PEOPLE
PROCESS
TECHNOLOGY
111
CRU Responding Agents I
1
"CRU Responding Agent II" at...
P E O P L E
HUMAN RESOURCES
The current number of CRU Agents would not be sufficient to cater for Citizens’ reports assuming All
Niger...
P R O C E S S
FRAMEWORK AND INDICATORS
INDICATORS
Benefit/ Entitlement Related (Nok)
Demanding Money For Bail
Dirty in Person
Distress C...
FRAMEWORK AND INDICATORS - Recommendation
Develop a Framework comprising of Indicators that provide adequate
measure for t...
FRAMEWORK AND INDICATORS - Recommendation
PUNISHMENT
Reports showed some Officers found culpable were dismissed,
penalized...
FRAMEWORK AND INDICATORS – Review of Reports
Three Indicators stand out from the table above:
 Professional Misconduct – ...
FRAMEWORK AND INDICATORS – Review of Reports
Three Indicators stand out from the table above:
 Professional Misconduct – ...
Excessive
Use Of Force
Dirty In
Person
Unrelated
/ False
Incivility
Demanding
Money For Bail
Professional
Misconduct
Benef...
www
Calls
T E C H N O L O G Y
COMPLAINTS COMMUNICATION CHANNELS
The CRU excellently adopts and adapt latest communication channels such as
Social Media ...
COMPLAINTS COMMUNICATION CHANNELS
The CRU excellently adopts and adapt latest communication channels such as
Social Media ...
COMPLAINTS COMMUNICATION CHANNELS
73% of Complaints come from Phone Calls – making the phone lines Toll Free
would encoura...
CAUSE & EFFECT – Not That Straight In This Case!
The sharp reduction in total
number of complaints against
the police duri...
CAUSE & EFFECT – Not That Straight In This Case!
With just 3,632 Complaints in 305 days (less than a year), the complainan...
CONCLUSION
It is first and foremost commendable for the Nigeria Police Force to
take the giant step of embracing global st...
Reference –
REPORT OF FIRST 30-DAYS, December 2015.
CRU First 100 Days Report, Progress So Far. February, 2016.
2016 First...
Analyst: Wale Micaiah
e: walegate@yahoo.com
m: 08078001800
w: www.statisense.com
Freely share, freely use and
freely ackno...
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Analysis of npf complaints response unit's reports

Analysis of Nigeria Police Force Complaint Response Unit (CRU) Reports (First 30 Days, First 100 Days, Quarter 1, Quarter 2, and Quarter 3)

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Analysis of npf complaints response unit's reports

  1. 1. StatiSense ANALYSIS OF POLICE COMPLAINT RESPONSE UNIT (CRU) REPORT (Q1-Q3)
  2. 2. INTRODUCTION “Indeed, I make bold to state that there is no public institution in Nigeria that has exposed itself to public accountability and self-cleansing initiatives using its in-house control framework than the Nigeria Police Force. The missing link, it must be admitted, had been the inability of the Nigeria Police to take full advantage that information and communication Technology offers to strengthen its accountability mechanism. It is in acknowledgement of these policing realities that the leadership of the Nigeria Police Force resolved to establish the Complaint Response Unit (CRU). The CRU will act as a central, ICT-driven public complaint Unit of the Force. It will take full advantage of ICT and Social Media platform to interface with the public towards receiving and processing complaints from members of the public and giving requisite feedback on actions taken on such complaints. It is designed to complement existing in-house public complaint monitoring and processing frameworks. The broad objective of the launch of the CRU is to entrench police accountability values into our policing system and to galvanize the citizens towards actively participating in the policing framework of the country.” - IGP SOLOMON E. ARASE, fdc, NPM, DURING THE LAUNCH OF NPF COMPLAINT RESPONSE UNIT (CRU) ON 13TH NOVEMBER, 2015 AT THE FORCE HEADQUARTERS ABUJA As rightly mentioned, very few Government’s Agencies have deemed it fit to open themselves up for public scrutiny, and the Nigeria Police Force must be commended for this giant step. Essential service providers ought to be open to feedback from the public, that is how they would know how well they are truly serving the public and know exactly where they can improve on their services. Kudos to the Nigeria Police Force for taking this step, it shows they are willing to compete with the private sector in terms of service delivery and be of greater benefit to Nigerians. Hopefully, this will encourage other Agencies to tow the same line and improve on their services to Nigerians.
  3. 3. INTRODUCTION The missing link, it must be admitted, had been the inability of the Nigeria Police to take full advantage that information and communication Technology offers to strengthen its accountability mechanism Complaints Collection Complaints Analysis ICT Offers: BENEFITS Happiness Protection End Impunity Justice
  4. 4. APPROACH This is an analysis of the Nigeria Police Force (NPF) Complaints Response Unit (CRU). So far, the CRU has released five (5) Reports, they are: 1) Report of first 30-days (13th Nov – 13th Dec, 2015) 2) CRU First 100 Days Report, Progress so far – (13th Nov, 2015 – 21st Feb, 2016. 3) 2016 First Quarter Report (Jan – Mar, 2016) 4) 2016 Second Quarter Report (April – June 2016) 5) 2016 Third Quarter Report (July – Sept 2016) 1) Report Dated 18th December, 2015 | 2) Released on Monday 22nd of February, 2016 3) Release Date: 11th April, 2016 |4) Release Date: 20th July, 2016 |5) Release Date: 13th October 2016 The CRU First 100 Days Report is analysed in isolation since it intersected both the 30-days and the First Quarter Reports. This analysis will critique; the CRU complaints Framework, Indicators, Channels and entire report across the 36 States of the Federation and the FCT with the sole purpose of providing necessary feedback that aims to improve the complaints process and ultimately help achieve these four objectives – Happiness, Protection, End Impunity, and Justice.
  5. 5. THE COMPLAINTS RESPONSE UNIT’S SYSTEM PEOPLE PROCESS TECHNOLOGY 111 CRU Responding Agents I 1 "CRU Responding Agent II" at each of the Divisional Police Stations across the country Public complaint monitoring and processing frameworks Calls, SMS, Emails, WhatsApp, Facebook, WWW, BBM, Twitter
  6. 6. P E O P L E
  7. 7. HUMAN RESOURCES The current number of CRU Agents would not be sufficient to cater for Citizens’ reports assuming All Nigerians from Age 15 and above have reportable interactions with the Police. QUANTITY: CRU AGENT 111 CRU Responding Agents I + 1,130 CRU Responding Agent II AGE GROUP ( ≥ 15 Years): 112 Million Nigerians Estimated over 1,130 Divisional Police Stations across the country (2009 NPF Annual Report) 1 CRU Agent to Over 90,000+ Citizens 2016 Population Projection, National Population Council.
  8. 8. P R O C E S S
  9. 9. FRAMEWORK AND INDICATORS INDICATORS Benefit/ Entitlement Related (Nok) Demanding Money For Bail Dirty in Person Distress Call Excessive Use of Force Incivility Police Involvement in Civil Case Professional Misconduct Traffic Related Unrelated/ False Reports: 30 Days, Q1, Q2, Q3. 100 Days Abuse of Power Benefit/ Entitlement Related (Nok) Demanding Money For Bail Dirty in Person Excessive Use of Force Extortion Inaction Incivility Police Involvement In Civil Case Police Report Related Professional Misconduct Traffic Related One critical thing lacking in the Framework is the definitions of the Indicators. As such, they are open to interpretation and can easily be misunderstood. For instance, what would constitute “Excessive Use of Force”? It is not exactly clear why some Indicators were dropped after the 100-Days report, indicators such as Abuse of Power, Extortion, Inaction, and Police Report Related are critical to ensuring the promised benefits of CRU are realised. No Indicator specifically measures the Good behavior of the Police. For instance, if “Dirty in Person” (which is also subjective) can be used as an indicator, “Neat in Person” or an indicator that describes the appearance of the Police should be included. Force Men & Women need to be encouraged when they have acted in good fate, exercise due diligence, and served exceptionally in the discharge of their duties.
  10. 10. FRAMEWORK AND INDICATORS - Recommendation Develop a Framework comprising of Indicators that provide adequate measure for the Outcomes/Benefits the CRU hopes to achieve. Below are recommendation for consideration; BENEFITS Happiness Protection End Impunity Justice Design a 4-Dimensional Framework comprising of these Domains or Dimensions:  Happiness  Protection  End Impunity  Justice Develop and provide definitions (with examples) to minimum of three Indicators under each Dimension to specifically measure the Dimensions WHAT GETS MEASURED GETS DONE!
  11. 11. FRAMEWORK AND INDICATORS - Recommendation PUNISHMENT Reports showed some Officers found culpable were dismissed, penalized or being investigated. This is a plus to show that actions are being taken on complaints. The CRU may also consider that cases under investigation should have timelines for closure. For instance, cases reported under investigation in Q1 should be closed and reported in Q2 Report. This will endear Citizens to embrace the CRU as a reliable channel to get timely justice. REWARD & MOTIVATION While it is ideal to punish misbehavior so as to deter others, it is equally of greater advantage to reward behaviors we hope to see our Police force display. This is why it is important to include indicators that can measure the experience of Citizens in their interactions with the Police. "BELIEVE IT! HIGH EXPECTATIONS ARE THE KEY TO EVERYTHING." - SAM WALTON
  12. 12. FRAMEWORK AND INDICATORS – Review of Reports Three Indicators stand out from the table above:  Professional Misconduct – 49% (Lagos – 27%, FCT – 13%, Rivers – 8%).  Demanding Money for Bail – 18% (Lagos – 18%, Rivers – 15%, FCT – 11%).  Excessive Use of Force – 13% (Lagos – 26%, FCT – 18%, Rivers – 8%). Indicator 30 Days Q1 Q2 Q3 Total Excessive Use of Force 22 313 42 98 475 Dirty In Person 0 7 1 0 8 Distress Call 123 0 0 0 123 Traffic Related 49 36 26 1 112 Unrelated/ False 66 0 0 0 66 Incivility 75 53 2 0 130 Demanding Money For Bail 135 178 202 144 659 Professional Misconduct 623 396 597 154 1770 Benefit/ Entitlement Related (NOK) 174 49 11 5 239 Police Involvement in Civil Case 0 22 25 3 50 1267 1054 906 405 3632 While the reports show over 300% decline in complaints, “Excessive Use of Force” has grown over 400% from Nov 2015 when the 30-Days Report was issued.
  13. 13. FRAMEWORK AND INDICATORS – Review of Reports Three Indicators stand out from the table above:  Professional Misconduct – 41% (Lagos – 33%, Ogun – 10%, FCT – 8%).  Demanding Money for Bail – 15% (Lagos – 18%, FCT – 13%, Rivers – 7%).  Benefit/ Entitlement Related (NOK) – 12% (Lagos – 27%, Rivers/FCT/Delta – 9%,). Clearly, the two Indicators that need further examination and monitoring are Professional Misconduct & Demanding Money for Bail. Indicator 100-Days % Excessive Use Of Force 84 4.32 Dirty In Person 2 0.10 Traffic Related 54 2.77 Incivility 117 6.01 Demanding Money For Bail 298 15.31 Professional Misconduct 801 41.16 Benefit/ Entitlement Related (NOK) 224 11.51 Extortion 86 4.42 Police Report Related 14 0.72 Police Involvement in Civil Case 67 3.44 Inaction 54 2.77 Abuse of Power 145 7.45 Total 1,946
  14. 14. Excessive Use Of Force Dirty In Person Unrelated / False Incivility Demanding Money For Bail Professional Misconduct Benefit/ Entitlement Related (NOK) Police Involvement in Civil Case Distress Call Traffic Related NC 23.58 75.00 10.61 19.23 20.33 19.77 15.90 32.00 24.39 32.14 NE 3.16 - 19.70 0.77 3.95 1.92 5.44 4.00 4.88 1.79 NW 3.37 - - 2.31 2.73 4.58 6.69 6.00 7.32 0.89 SE 13.47 - 6.06 6.92 17.15 12.43 10.04 20.00 2.44 6.25 SS 20.84 - 13.64 16.15 30.96 22.60 25.94 12.00 20.33 18.75 SW 35.58 25.00 50.00 54.62 24.89 38.70 35.98 26.00 40.65 40.18 Excessive Use of Force is rampant in SW (Lagos, Ogun, Oyo), NC (FCT, Nasarawa), & SS (River, Edo, Delta) Dirty in Person is reported NC (75%) and SW (25%). NC – FCT & Kogi. SW – Lagos. Unrelated / False is most captured in SW (Lagos), & NE (Bauchi, Taraba) Incivility is excess in SW (Lagos, Ogun) and NC (FCT, Plateau). Demanding Money For Bail is prevalent in SS (Rivers, Delta), SW (Lagos, Ogun) and NC (FCT). Professional Misconduct is more likely to occur in SW (Lagos, Ogun), SS (Rivers, Delta), & NC (FCT, Benue) Benefit/ Entitlement Related (NOK) is high in SW (Lagos, Ogun), SS (Rivers, Delta), & NC (FCT, Benue/Niger) Police Involvement in Civil Case is frequent in NC (FCT), SW (Lagos, Ogun), & SE (Ebonyi, Enugu) Distress Call is experienced more in SW (Lagos, Ogun) and NC (FCT, Kogi/Kwara), & SS (Delta, Rivers) Traffic Related is often reported in SW (Lagos, Ogun) and NC (FCT, Nasarawa), & SS (Rivers, Cross Rivers) FRAMEWORK AND INDICATORS – Review of Reports
  15. 15. www Calls T E C H N O L O G Y
  16. 16. COMPLAINTS COMMUNICATION CHANNELS The CRU excellently adopts and adapt latest communication channels such as Social Media to receive Citizens’ complaints. 0805 700 0001 0805 700 0002 0805 700 0003 @PoliceNG_CRU www.facebook.com/npfcomplaint complaint@npf.gov.ng npfcomplaint@gmail.com www.npf.gov.ng/complaint
  17. 17. COMPLAINTS COMMUNICATION CHANNELS The CRU excellently adopts and adapt latest communication channels such as Social Media to receive Citizens’ complaints. Channel / Platform 30 Days Q1 Q2 Q3 Total % Phone Calls 1,012 797 537 294 2,640 72.69 WhatsApp 119 179 166 55 519 14.29 SMS 46 12 10 2 70 1.93 Email 40 25 51 19 135 3.72 Twitter 26 14 85 20 145 3.99 Facebook 14 10 22 6 52 1.43 Blackberry Messenger (BBM) 5 10 3 1 19 0.52 Via Hard Copy Letter 5 7 32 8 52 1.43 1267 1054 906 405 3,632 Nov 13, 2015 to Sept 30, 2016 = 305 Days Total Reported Complaints = 3,632 ≈ 12 Complaint Per Day! Period Complaint Per Day 2015 (31 Days) 41 Q1 (91 Days) 12 Q2 (91 Days) 10 Q3 (92 Days) 4
  18. 18. COMPLAINTS COMMUNICATION CHANNELS 73% of Complaints come from Phone Calls – making the phone lines Toll Free would encourage more Citizens to report. Ensuring also that CRU Agent are multilingual including the ability to communicate in Pidgin-English, will go a step further to encourage Citizens to report. Region Total % North Central (NC) 754 20.76 North East (NE) 112 3.08 North West (NW) 147 4.05 South East (SE) 454 12.50 South South (SS) 847 23.32 South West (SW) 1,318 36.29 3,632 North East and North West have the least complaints – with no single complaint from Kebbi State, Jigawa (2), Yobe (50), Gombe (7), Sokoto (9), Ekiti (11), and Borno (13). Is this a case of “No Issue”, lack of contact with Police Officers or lack of awareness? Clearly, it appears to be of lack of awareness of CRU or affordability of communication channels. Thought should be given to the number of CRU Agent per State; statistically, it would make more sense to assign more Agents to SW, SS, and NC as more Complaints are received from these regions.
  19. 19. CAUSE & EFFECT – Not That Straight In This Case! The sharp reduction in total number of complaints against the police during the period under review (June-September, 2016) as against the second quarter can be attributed to the fact that police officers are becoming more professional in carrying out their policing duties, awareness about the medium provided to the public to report misconduct and the stand of the current leadership of the Force on zero tolerance to all forms of professional misconduct. HOW CORRELATED IS DROP IN COMPLAINTS WITH PROFESSIONALISM OF THE POLICE?
  20. 20. CAUSE & EFFECT – Not That Straight In This Case! With just 3,632 Complaints in 305 days (less than a year), the complainants are a weak representation of the Population and it is too early to reach the conclusion that the Police are becoming more professional in carrying out their policing duties! Questions: Does a high number of crime complaints indicate an increase in victimization (a bad thing) or an increase in people’s confidence in the police (a good thing)? Does a high number of arrests indicate that the police are engaging in aggressive enforcement (a good thing) or that they are not being proactive and are allowing crimes to occur (a bad thing)? High numbers of citizen complaints may indicate an abusive police force, but they may be an indication that the complaint process is well publicized and the filing process is free of barriers. It follows, then, that an indicator should rarely be used on its own. To interpret changes in ambiguous indicators, you should always use a group or “basket” of indicators relating to the same policy objective. Baskets of indicators provide a more valid, reliable, and rounded view of policy progress. (Vera Institute of Justice, 2003, p. 7). Selected International Best Practices in Police Performance Measurement. RAND Center on Quality Policing, Technical Report (Robert C. Davis)
  21. 21. CONCLUSION It is first and foremost commendable for the Nigeria Police Force to take the giant step of embracing global standard of policing by soliciting complaints from members of the public and giving requisite feedback on actions taken on such complaints. The framework guiding this process need to be defined and refined to meet standard practice that will elicit the right feedback leading to a reliable, valid and verifiable conclusion of the progress of the Police. BENEFITS Happiness Protection End Impunity Justice WHAT GETS MEASURED GETS DONE!
  22. 22. Reference – REPORT OF FIRST 30-DAYS, December 2015. CRU First 100 Days Report, Progress So Far. February, 2016. 2016 First Quarter Report. April, 2016. 2016 Second Quarter Report. July, 2016. 2016 Third Quarter Report. October, 2016.
  23. 23. Analyst: Wale Micaiah e: walegate@yahoo.com m: 08078001800 w: www.statisense.com Freely share, freely use and freely acknowledge the source – © Wale Micaiah

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Analysis of Nigeria Police Force Complaint Response Unit (CRU) Reports (First 30 Days, First 100 Days, Quarter 1, Quarter 2, and Quarter 3)

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