UAE Police Community and the Customer Satisfaction - Research Paper Example

UAE Police Community and the Satisfaction of the of the Table of Contents 3 Discussion 4 SWOT Analysis 4 PEST Analysis 5 Interpretation of Result from the SWOT and PEST Analysis 6 Findings 7 Findings from the Secondary Research 7 Findings from the Primary Research 8 Recommendations 10 Conclusion 10 References 11 Appendix 13 Appendix 1 13 Appendix 2 14 Abstract The community police of UAE was commenced in the year 2003 and started its operation in 2005. Their main purpose is to grant a substitute for the system of traditional policing as well as to generate secure neighborhoods. The discussion section laid emphasis on the SWOT as well as PEST analysis. SWOT analysis has been conducted to focus on the weaknesses and strengths of the community police of UAE. It also laid emphasis on the threats and emerging opportunities for them. It has been discovered that police communities are aware of their duty and therefore they provide training to the new recruits about handling their duty in an efficient way. The stability of the police workforce is one of their strengths. The police department faces lack of opportunity for training due to shortage of funds and staffing facility. The community police of UAE have the opportunities of providing excellent service to the society by getting training on the crime handling and dispute handling session. Their excessive dependence on technology emerges as threat to them in case of technology failure. PEST analysis focuses on the fact that the stable condition of UAE attracts most of the main financial institution that desires to invest. The FDI level is very high which helps in creating employment in the country. The country spends more on job creation and infrastructure facility. The citizens remain open and free to all kinds of sport, restaurants, recreational activities and tourism. Women are also provided with equal privileges and rights. The population of UAE includes young and technologically knowledgeable experts. The outcome of conducting SWOT analysis helps to understand that the community police provide quality service to the society. However, sometimes they lack in protecting people from unwanted incidents due to increase in the number of crime and accidents in the community. Therefore, in order to improve the performance and service quality, various trainings have been provided to the community police. The findings from secondary as well as primary research focuses on various factors which have answered the research question and met the research objectives. The result form the secondary research states that the ultimate aim of the community police of UAE is to maintain stability and security in the society. They also visit schools in order to teach and train youngsters about their duties and rights and to encourage the idea of cooperation or mutual aid between citizens and police. They have built a recent e-police force which works on the scientific, methodological and strategic basis. In this way, the police officers maintain pace with the rapid changes and developments in an unpredictable or volatile world. One of their strategies is to frequently revise their plans which are based on scrutiny of their external and internal environment. Findings from primary research reflects that chief factors which boost the performance of community police is providing security guarantee to the public. Management and strategy matters for them because efficient management guides the way they operate. Adequate equipments as well as technology help them to solve the problem easily by tracking the crime site easily. Communities are satisfied with the service quality of the police officers. The police officers are facing barriers in communication therefore it is recommended that they should adopt better communication method and should respect each other suggestions and opinions. Discussion SWOT Analysis The paper aims at providing the impacts of the community police on the customers and community of UAE. SWOT analysis has been conducted to focus on the various facts of the community police and to answer the research questions. Strengths: Within the police department people have well-built commitment towards the training program to improve their response towards the domestic violence. In UAE, the police communities are aware of their duty and therefore they provide training to the new recruits about handling their duty in an efficient way. Therefore the strengths are the stability of the police workforce. Advanced training offers opportunities for the individual as well as department growth (Pahl & Richter, 2009). Weaknesses: Limited staffing and police presence within communities as well as pressure from supervisors may prevent police personnel from attending entire sessions of training and therefore sometimes they lack in performing their duty. It has resulted in more numbers of crimes and traffic incidents in the country. The police department faces lack of opportunity for training due to shortage of funds and staffing facility (Jackson, Joshi & Erhardt, 2003). Opportunities: The community police of UAE have the opportunities of providing excellent service to the society by getting training on the crime handling and dispute handling session. There is development of management program within the department aimed at growing future and current leaders. By satisfying the needs of public they get the opportunity of enhancing and building new relations with the public. The UAE police also get the chance to enhance their association with other community or town departments (Snelling, 2012). Threats: The community police depend very much on the technology and this turns out as a threat to them. In case of technology failure they may face difficulty in executing their job. There is a requirement of further civilian support personnel (Snelling, 2012). The main objective behind conducting the SWOT analysis is to focus on the weaknesses and strengths of the police department of UAE (Bohm, 2009). It helped to know that what are the opportunities do the UAE police departments have in terms of providing service to the public. Further it also assisted to know the threats for them (Ferrell & Hartline, 2012). The chief goal of the project was to answer the research questions. Therefore, conducting SWOT analysis helped to answer some of the research questions. It reflects that community police are satisfied with their work to some extent as they provide quality service to the community. The customers are also satisfied as the police department satisfied their needs in an appropriate way. They create safe neighborhoods and are working to spread social awareness among the community. PEST Analysis PEST analysis is the investigation of the outer or external environment of the firms that have an effect on their entire operations. It is also country-specific and is done to analyze the external factor which impacts the operations of country (Bensoussan & Fleisher, 2012). In this project, the analysis has been carried out on the economy of UAE. Political factors: In UAE, each emirate possesses its own lawmaking or governmental institution. Country’s stable political condition attracts most of the main financial institution that desires to invest. These institutions can help in accessing the capital markets which is growing within the economy of UAE (Henry, 2011). Economical factors: More than 60% of the population is engaged in occupation which reflects the literacy level of the country. The FDI level is very high which helps in creating employment in the country. Globalization had also assisted in improving the economy of UAE by bringing in various products, workforce and services from around the world. There is a surge in the real estate as well as stock prices and also there is an increase in the consumer inflation. Moreover, UAE is a member of IMF, WTO and World Bank for 7 years (Applegate & Johnsen, 2007). Social factors: The citizens of UAE have high standard of living. The community remains open and free to all kinds of sport, restaurants, recreational activities and tourism. Women are provided with equal privileges and rights. The multicultural characteristic of economy and society allows most of the outsiders to get occupation easily (Analoui & Karami, 2003). Technological factors: The population of UAE includes young and technologically knowledgeable experts. The information technology (IT) industry supports hotel, tourism and the IT sector. The UAE inhabitants are the biggest users of satellite, mobile phone and internet within the region of Middle East (Reddy, 2014). Interpretation of Result from the SWOT and PEST Analysis Two different types of results have been obtained by conducting the SWOT and PEST analysis because SWOT analysis have focused on the weaknesses, strengths, threats and opportunities of the community police of UAE and the PEST analysis have laid emphasis on the economy of UAE. As PEST analysis is a macro environment analysis so, it cannot be done on individual group of people. It is carried out on the external environment of the country or company. The result from SWOT focuses on the fact that community police provides quality service to the society. However, sometimes they lack in protecting people from unwanted incidents due to increase in the number of crime and accidents in the community. Therefore, in order to improve the performance and service quality, various trainings have been provided to the community police (Abdulla, Djebarni & Mellahi, 2011). It helped to reduce the crime rates and improve the entire performance of the community police. The relationship between the satisfaction of citizens and the community police service is determined by the service quality provided by them (Al-Ali, Garner & Magadley, 2012). Improved service will help to build the confidence and trust among the citizens about the police service. Communication is regarded as the main element for overcoming the barriers which are faced by the community police. There should be an effective communication between the police personnel and the citizens as well as among the police departments. The main duty of the community police is to fulfill the expectation and needs of citizens. PEST analysis focuses on four factors that may have an impact on the economy of UAE. From the PEST analysis it has been analyzed that the level of FDI is very high which helps in generating occupation in the country. The country spends too much on job creation and infrastructure facility. The country provides equal privileges to all the citizens irrespective of their gender. The community police of UAE also treat individuals with fairness, respect and dignity. In terms of technological factor, the UAE community police have been rewarded for the successful adaptation of various technologies in their operational practices. The management as well as leadership of the police department greatly have an effect on the performance of the officers that communally enhances overall service quality of the police department (Strobl, 2011). Findings The main purpose or objectives of the project is to analyze whether the community police are satisfied with their job and whether the citizens are satisfied with their service. Another objective is to discover the new strategies of the community police to enhance their service quality. The result which has been obtained from the data analysis is that they are paying attention towards decreasing crimes and improving relations between police and society. Both the secondary as well as primary research approach has been adopted to carry out the research and the primary research method includes the qualitative research approach. The main aim of the community police is to create safe environment for the citizens. Findings from the Secondary Research The secondary research focuses on the fact that they are working to spread social awareness among the people. It makes the citizens to trust on police and provide them comfortable feeling about the safety as well as security (Al-Shaali & Kibble , 2000). In Abu Dhabi, the community police was commenced in the year 2003 and are functioning since 2005. By engaging individuals in the crime prevention, they are trying to bring civilians and policemen in a collective goal to maintain a great level of self-responsibility and social conduct. With the stable growth, the police department is taking more responsibilities to maintain a safe environment (Abu Dhabi, 2015). It has been explored that the community police also visits schools in order to teach and train youngsters about their duties and rights and to encourage the idea of cooperation or mutual aid between citizens and police. Since, interactions and communications between various segments of society is a chief factor for secure as well as safe environment, the community police of Abu Dhabi organizes meetings among schools and labor camps (Abu Dhabi, 2015). They visit hospitals and distribute gifts on occasions in order to create strong understanding about the police officers and also to strengthen their position. In UAE, security and safety campaigns are launched especially for chief events like “The National Day” and “FIFA Club World Cup” (Abu Dhabi, 2015). It provides satisfaction to the people that the community police are concerned about their safety and it helps to reinforce the position of police officers in the society (Abu Dhabi, 2015). Through secondary research it has been explored that the ultimate aim of the community police of UAE is to maintain stability and security in the society. The police departments of Abu Dhabi have made significant achievements in the previous years (Adpolice, 2015). They have built a recent e-police force which works on the scientific, methodological and strategic basis. In this way, the police officers maintain pace with the rapid changes and developments in an unpredictable or volatile world. Now they can respond well to every criminal phenomenon, deterring them as well as protecting society from any adverse effects (Adpolice, 2015). They seek to maintain stability, minimize crime as well as eliminate fear among the public. The values of community police are respect, honesty and integrity for the citizens of UAE. The police officers operate fairly and in a good manner when they deal with general public; they act rationally, with tact as well as kindness. The community police encourage teamwork and also recognize the inputs of groups and individuals in their success (Adpuk, 2015). One of their strategies is to frequently revise their plans which are based on scrutiny of their external and internal environment. They apply their best practices and knowledge to attain their priorities and strategic goals as well as in assigning their resources (Adpuk, 2015). Findings from the Primary Research The findings from the primary research states that the police officers and citizens of UAE are interviewed in order to determine the quality of service of the community police. Qualitative research has been carried out and the questionnaire includes both the close-ended as well as open-ended questions. Open-ended questions were asked from the police officers and both forms of questions were asked from the citizens. One of the respondent among the officers responded that the chief factors which boost their performance is providing security guarantee to the public, operating fairly while dealing with the citizens and working on the scientific, methodological and strategic basis. Another responded said that the management and strategy matters for them because efficient management guides the way they operate and a well-built strategy helps them to lead their duty in an effective way (Galal, 2013). They also agree that the adequate equipments as well as technology help them to solve the problem easily by tracking the crime site easily. It also assists in enhancing the communication and interaction with the public and within the departments. Among the police officers, one of the respondent answered that they prefer to work in teams to solve the cases. It provides more consistency in their work. They stated the significance of communication in their field. They said that communication is main element for overcoming the barriers which are faced by them while solving the case. Public initiated interaction is regarded as the better alternative to resolve the case because sometimes the citizens provides more details about the incidents which help the police personnel to deal with the case in a easy way (Laycock, 2014). The respondent also focused on the fact that language is the chief communication barrier which they face at work. Every time it does not happen that all the officers are form the same place, so they face language barrier while interacting with each other. The difference in experiences, education and background generates communication barrier. Apart from this the dissimilarity in the behavior and attitude of officers is also regarded as the obstacle towards effective interaction or communication. To improve this, they need to speed up their system of communication and respect each other advice and suggestions (Schneider, 1999). A close-ended as well as open-ended questionnaire form has been set for the citizens. More than half of the respondent answered that they are satisfied with the services of the community police of UAE. They also mentioned that earlier they were not so much satisfied because of the increase in the level of crime cases but now the police officers are dealing with it in an efficient way. 70% of them responded that police is making efforts towards enhancing their performance. The community police are creating safety awareness among the public. They are taking more responsibilities to maintain a safe environment. 60% of the UAE citizens agree that they are satisfied with the crime control techniques and methods that are adopted by the community police of the country. Adequate equipments as well as technology help the officers to solve the problem easily by tracking the crime site easily. The factor that matters most for the citizens is the safety issue. They expect that officers pay attention towards their security and safety. It has been analyzed that the community policy are well performing their job by guaranteeing security to the common public. 50% of the respondent declares that they are concerned about the fair treatment of the society. The police officers treat all public fairly irrespective of their gender and background. Therefore entire objectives of the project have been met as all the questions are answered in a proper manner. It reflects that the community police as well as citizens are satisfied with the service offered by the officers. One of the strategies of the community police is to frequently revise their plans which are based on scrutiny of their external and internal environment. However, it has been explored that currently they are not working on new strategies as they are already providing excellent service to the community. Recommendations The service quality of the community police is good and well accepted by the public but then also a quality management approach is suggested for them to further enhance their performance level. It will help the officers to solve the crime case in more efficient way and leave no chance of complain by public. Dissimilarity in the behavior and attitude as well as language is considered as the main barrier to communication in the police department. Therefore it is recommended that they should adopt better communication method and should respect each other suggestions and opinions. The officers must be provided with efficient training regarding the communication and interaction within the department as well as with the public. It is also recommended that the community police of UAE should be provided with recent technologies to deal with the incidents in more efficient way. Conclusion The project reveals that UAE community police provide quality service to the citizens. SWOT analysis has been conducted to focus on the weaknesses and strengths of the police department of UAE. Great commitment towards the training program and stability of the police workforce are considered as the strengths of the community police. Limited staffing and police presence within communities is regarded as the main weakness. The community police have the opportunity of enhancing and building new relations with the public. Too much dependence of the technology is considered as the main threat to them. PEST analysis has been carried out to focus on the economy of UAE. The findings from primary research focus on the fact that the citizens are satisfied with the community police service. The result form secondary research provides that that the ultimate aim of the community police of UAE is to maintain stability and security in the society. References Abdulla, J., Djebarni, R., & Mellahi, K. (2011). Determinants of job satisfaction in the UAE: A case study of the Dubai police. Personnel review, 40(1), pp.126-146. Abu Dhabi. (2015). Abu Dhabi Community Police. Retrieved from https://www.abudhabi.ae/portal/public/en/citizens/safety_and_environment/safety/gen_ info26?docName=ADEGP_DF_284228_EN&_adf.ctrl- state=a6q31ot1w_4&_afrLoop=2144400014758690. Adpolice. (2015). Abu Dhabi Police GHQ – Achievements. Retrieved from https://www.adpolice.gov.ae/en/aboutadpolice/our.achievments.aspx. Adpuk. (2015). UAE Police. Retrieved from http://www.adpuk.org/en/policeforce/uaepolice.aspx. Al-Ali, O. E., Garner, I., & Magadley, W. (2012). An exploration of the relationship between emotional intelligence and job performance in police organizations. Journal of Police and Criminal Psychology, 27(1), pp.1-8. Al-Shaali, K. R., & Kibble, N. (2000). Policing and police accountability in the UAE: the case f or reform. Berlin: Springer Science & Business Media. Analoui, F., & Karami, A. (2003) Strategic management in small and medium enterprises. Boston: Cengage Learning. Applegate, E., & Johnsen, A. (2007). Cases in advertising and marketing management. Lanham: Rowman & Littlefield Publishers, Inc. Bensoussan, B.E., & Fleisher, C.S. (2012). Analysis without paralysis. New Jersey: FT Press. Bohm, A. (2009). The SWOT Analysis. Germany: GRIN Verlag. Ferrell, O.C., & Hartline, M. (2012). Marketing Strategy. Boston: Cengage Learning. Galal, A. K. (2013). Social sustainability in public neighborhoods in the UAE. International Journal of Sustainable Society, 5(4), pp.309-335. Henry, A. (2011). Understanding strategic management. Oxford: Oxford University Press. Jackson, S. E., Joshi, A., & Erhardt, N. L. (2003). Recent research on team and organizational diversity: SWOT analysis and implications. Journal of management, 29(6), pp.801-830. Laycock, G. (2014). Organized Crime, Corruption and Crime Prevention. Berlin: Springer International Publishing. Pahl, N., & Richter, A. (2009). SWOT analysis: Idea, methodology and a practical approach. Germany: GRIN Verlag. Reddy, C.V.N. (2014). Effective public relations and media strategy. New Delhi: PHI Learning Pvt. Ltd. Schneider, S.R. (1999). Overcoming barriers to communication between police and socially disadvantaged neighborhoods: A critical theory of community policing. Crime, Law & Social Change, 30(1), pp.347-377. Snelling, J. (2012). The influence of the SWOT analysis in organizational development strategic planning. Germany: GRIN Verlag. Strobl, S. (2011). From colonial policing to community policing in Bahrain: The historical persistence of sectarianism. International Journal of Comparative and Applied Criminal Justice, 35(1), pp.19-37. Appendix Appendix 1 SWOT analysis of UAE community police Strengths Great commitment towards the training program Efficient training program provided to new recruits Stability of the police workforce Opportunities for the individual as well as department growth. Weaknesses Limited staffing and police presence within communities Increase in the number of crime within the country Lack of opportunity for training Opportunities Opportunities of providing excellent service to the society Development of management program within the department Opportunity of enhancing and building new relations with the public Chance to enhance their association with other community Threats Too much dependence on technology Requirement of further civilian support personnel Appendix 2 Interview Question For the police officer As a police officer what are the main factors you believe boost your performance and enthusiasm at work? Do you think it is the strategy and management that matters the most? Explain why? Do you think providing adequate equipments and technology make you grasp the issue and improves communication within the departments? You prefer working in teams more or independently to deal with the cases? Which is more effective? What you think of importance of communication in your field? Would you mark public initiated communication a better option to solve the case? What are the major communication barriers at work? Give suggestion for improving it. For community Are you satisfied of the performance of UAE community police? 1) Yes 2) No Do you think the police are making good efforts to improve their performance? 1) Yes 2) No Are you satisfied with the crime control and prevention methods and techniques that are adopted by the UAE community police? 1) Yes 2) No Are you more concerned of the fair treatment of the society from officers’ perspective? 1) Yes 2) No What matters the most for you or what you expect more from the community police? Read More