INNOVATION: While most police agencies accurately monitor and measure performance data such as calls answered, response times and arrests made, metrics on how a community feels about that performance is often absent; Michael Simon, Chief Strategy Officer at civic technology specialists Zencity, explains how Edmonton Police Service embedded community perception into strategic planning and performance management.

INNOVATION: When public sentiment – including trust in police – can shift overnight following a viral clip or local incident, the need for policing to be able to engage with and have an up-to-date grasp of local sentiments has never been stronger; Michael Simon, Chief Strategy Officer at Zencity and a speaker at this weekend’s Cumberland Lodge Police Conference, argues that harnessing the latest technology – rather than door-knocking and telephone surveys – can provide policing with a real-time, in-depth understanding of the ‘voice of the customer’.