Establishing a Culture of Public

Service Excellence

Bob Buckman
http://www.ashevillenc.gov

May, 2015

The City of Asheville, NC Police Department

Key Issues Facing the Asheville Police

Department

Identified Issues

Internal Communication

Organizational Cohesiveness

Accountability

Stability and Consistency

Management Abilities

Management Training

Key Internal Processes

Transparency and Trust

Leadership

Other identified issues in the Matrix Consulting Group

Police Department Organizational Assessment

http://www.ashevillenc.gov

The City of Asheville, NC Police Department

Impact of National Issues on Asheville

National Issues

Legitimacy of police in the community

Crisis Intervention Training (CIT)

Recruiting and retention of qualified employees

Use of technology

Heroin and prescription drug abuse

Homeland Security

Identity Theft

Crimes targeting the elderly

Changing demographics of the United States

http://www.ashevillenc.gov

The City of Asheville, NC Police Department

Strategic Objectives

Strategic Objectives

Strengthen internal communications through an

effective communications plan

Empower and support commanders, supervisors and

front line officers to solve community problems

Provide clear vision and direction by communicating

agency mission and values

Stability and consistency in leadership

Establish career development and mentoring programs

for each rank

Develop positive relationships through community

engagement

Accountability and responsibility throughout the agency

utilizing quality assurance methods
http://www.ashevillenc.gov

The City of Asheville, NC Police Department

Strategic Objectives

Work with Human Resources staff to create a relevant

evaluation system
Train commanders and supervisors in Problem
Solving Policing techniques
Resource sharing among units to address problems
Strategic planning through S.M.A.R.T. performance
measures, metrics, goals and objectives
Implement recommendations of the Police
Department Organizational Assessment
Implementing an agency culture that is
compassionate and cares about Asheville

http://www.ashevillenc.gov

The City of Asheville, NC Police Department

Initial Steps to culture change

Initial Steps

Meet with every agency unit, understand their issues

Identify key stakeholders in the community,

government and law enforcement, listen to them

Leadership planning session, create a vision for the

department, goals and objectives

Ensure policies are aligned with best police practices

Engage the community

Foster of culture of mutual respect

Develop a Problem Solving Policing model

Initiate weekly Intelligence Led Policing meetings

Form a Chiefs Advisory Committee consisting of a

cross section of the agency employees
http://www.ashevillenc.gov

The City of Asheville, NC Police Department

A Positive Future

Advantages

Framework for success is outlined in the Matrix

Consulting Organizational Assessment

Outstanding police department employees who want to

excel

Strong support from the Mayor, City Council and City

Manager

Funding and infrastructure

A community that deserves excellent public service

http://www.ashevillenc.gov

The City of Asheville, NC Police Department