Ogden Police Department Adopts SPIDR Tech to Improve Customer Service


You’ve heard of Spiderman, but have you heard of SPIDR Tech? Much like the superhero, he aims to help the police. On Wednesday, the program aired at the Ogden Police Department. Lt. Will Farr spoke with ABC4 to explain how SPIDR Tech works and how the department will use it to improve interactions with the public.

Calling 911 can be stressful. However, the Ogden Police Department is hopeful that a new tool will help make this experience a little easier.

“If someone calls and needs the police, SPIDR Tech will do it… when the call is made, they will text the person and let them know what their case number is, what are some of the information. ” Lt. Will Farr explained that the automated message is sent to citizens for certain types of calls. When the automated message arrives, it will also explain how to file a report and what to expect when an officer arrives on the scene. Sometimes additional messages may be sent to inform the person of the agent’s estimated time of arrival.

Lt. Farr explained that when the responding officer leaves, “another text will be sent to the citizen, and this will allow them to complete a survey and give their opinion on what their interaction was with the officer.”

Lt. Farr stressed that no personal information is recorded in the investigation. This means that those who complete the survey can be candid and honest about their experience.

Completed surveys are sent back to the department, Lt. Farr said, “so they can be used to improve our customer service.” He said he was excited about this new tool because it provides instant feedback. Often times when the ministry wants widespread feedback, it needs to send out surveys to community members. He said it happens every two years. In comparison, SPIDR Tech will essentially provide instant feedback directly to law enforcement officials. “And that’s what we’re looking for,” Lt. Farr added. “To get a clear idea of ​​how our agents behave when interacting with people on their calls and the quality of their customer service. ”

Lt. Farr noted that comments can be positive or negative, but formal complaints against an agent cannot be filled in these polls.

SPIDR Tech was created by former law enforcement officers and, according to the company, its goal “is to help public security agencies mine their own data so that they can improve public perception. , increase their efficiency and save money “.


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