Police officers and staff across the UK have called for better integrated IT systems, improved training and greater user input after a national survey found widespread dissatisfaction with police technology. The findings are based on responses from 8,081 people across forces.
More than half of police officers up to the rank of Chief Inspector were dissatisfied with the digital, data and technology provided by their forces. Among senior officers, dissatisfaction rose to 64%. Among staff, 50% were satisfied and 37% dissatisfied, leaving overall dissatisfaction across all respondents at 49%.
The survey, carried out by Policing Insight with support from a steering group including the National Police Chiefs’ Council, the Police Federation of England and Wales, the Home Office and the Police Digital Service, points to persistent concerns about fragmented systems, poor integration and weak support.
Only 16% of respondents said the police systems they use are well integrated. A quarter said they receive high-quality training that is timely, beneficial and ongoing. Meanwhile, 40% said the main operational systems they rely on are efficient and effective, and 39% said those systems are easy to use.
Some measures were more positive. Overall satisfaction had improved since a previous survey in 2018, while 61% of users were satisfied with the range and quality of devices provided by forces and 59% said they were always able to access police operating systems.
User frustration
Beyond the headline figures, respondents submitted more than 35,000 comments describing their day-to-day experience with police technology. They highlighted duplicated work, unreliable systems and poor support, particularly for officers and staff working around the clock.
Many said they were forced to enter the same information into multiple systems that do not communicate properly. Others described technology that was difficult to use, badly designed or introduced without enough consultation with the people expected to rely on it in operational roles.
The report linked those problems to wider effects on morale and performance, citing concerns about the impact of failing or poorly connected systems on investigations, intelligence sharing and, in some cases, judicial outcomes.
Some comments also referred to mental health and wellbeing, with accounts of colleagues being reduced to tears, taking sickness absence or leaving policing altogether because of frustration with the systems they were required to use.
A passage in the report states: “The key issues highlighted by 8,081 UK police officers and staff are a combination of fragmented and often outdated technology, poor process design, and insufficient investment.
“Those concerns are compounded by significant struggles around interoperability, a lack of user-centred design, weak governance, and minimal learning and support.
“All of which contributes to damaging workforce wellbeing and morale, limitations on the ability of officers and staff to do a good job, and in some instances a worrying potential impact on judicial outcomes.”
Calls for change
Respondents called for greater national standardisation of systems across policing, as well as more involvement from front-line users in design and development. The findings suggest many officers and staff do not see current systems as reflecting the realities of police work.
Chief Constable Rob Carden, NPCC lead for digital, data and technology, acknowledged the findings in the report. “I know that officers and staff are too often hampered by technical barriers. As highlighted throughout this report, the digital provisions we have in place make it difficult to share intelligence, limit collaboration and in some circumstances, slow investigations.
“We are working hard to remove those barriers, with significant work taking place in the background to address the issues highlighted throughout this report… Please rest assured that the issues highlighted have been heard, and will be recorded and acted upon as a priority.”
Simon Kempton, National Board member at the Police Federation of England and Wales, said the findings reflected repeated concerns rather than isolated complaints.
“The experiences described throughout this report are not isolated complaints or resistance to change. They are consistent themes repeated by thousands of respondents across forces and roles.
“Officers describe spending excessive time duplicating information across systems that do not communicate properly. Staff describe inefficient processes and unreliable workflows. Many speak openly about the stress created by systems that add complexity to already pressured environments.
“The message from officers and staff is clear. They want systems that are reliable, integrated, intuitive and genuinely supportive of the job they do. They want better training, better support and a stronger voice in shaping the technology they use.
“Above all, they want digital systems that help them serve the public effectively rather than placing further obstacles in their way.”