Public Expectations of Police Service Delivery Based on the Police Code of Ethics

Abstract

The police code of ethics guides police officers in exercising their authority lawfully, transparently, and fairly. It provides ethical standards that help build a law enforcement organization that earns public trust and confidence. This study aimed to 1) compare public expectations of police under the police code of ethics with actual service performance and 2) propose guidelines for developing public service delivery by police officers. A convergent parallel mixed methods design was employed. Quantitative data were collected using questionnaires from 2,523 people who received service at police stations. The data were analyzed using descriptive statistics and Quadrant Analysis. Concurrently, qualitative data were collected through in-depth interviews with 20 key informants, including policy-level police officers, stakeholders in the criminal justice system, academics, and civil society representatives. Quadrant Analysis clearly illustrates the coordinate relationships between public expectations and actual police performance. General services, public relations, and service facilities were classified in Quadrant B indicating strengths that should be maintained. Criminal justice services were classified in Quadrant C, suggesting the need for continuous improvement. Meanwhile, protection of life and property as well as traffic control and management were classified in Quadrant D, indicating a need for urgent improvement. The overall mean score also fell within the area requiring urgent improvement. Based on these integrated findings, this study proposes the P.O.L.I.C.E. Transformation Model, which comprises six dimensions: Professional Standards, Operational Excellence, Leadership & Integrity, Innovation & Technology, Community Partnership, and Ethical Governance. These components aim to enhance the effectiveness of police service and fully meet public expectations.