!!!!!!!ONLY FOR EXCEPTIONAL PROFF!!!!!!!!!!

21

Work System Analysis: Network Communication System (NECS)

River City Police Department

Leveraging Technology: The Network Leader/ LDR 506

Dr. Ian J. Norris

Union Institute and University

Defining the Work System

For law enforcement organizations having accurate, up to date information is crucial. The River City Police Department uses a system called NECS, which stands for Network Communication System. The system provides information on any individual either suspect, victim, witness etc. needed for investigative purposes. Initially the process begins with a police officer or detective writing the person’s information on a Field Investigation Card (F.I Card), this usually occurs out in the field. The detective or police officer will then input the information obtained on the FI card into the NECS system either in their police vehicle or back at the police station.

The NECS system requires many codes in order for law enforcement to obtain the information they need. The code used depends on the information that is needed. The NECS system will then display the information however; some of that information is coded. The officers and detectives are also to be familiar with the codes displayed in order to fully understand the information displayed. The information is reviewed and if there is an Investigative Report (IR) the information is written on the IR. The NECS systems screens are printed out and attached to the IR for approval from the supervisor. For detectives the NECS system screens are placed in the individual’s packet for further identification.

Some of the issues with the work system is the FI Cards are sometimes ineligible making it difficult to input the information into NECS. The NECS system is outdated and requires multiple codes to be inputted in order to access the proper information. Each screen must be printed out in order to obtain approval from a supervisor creating multiple sheets of paper attached to the IR. In this analysis I will explore possible solution for the work system, which will simplify the use the NECS system. By using Steven Alter Work System Method I will focus on the different areas of the NECS work system such as the customers, product, information, technologies, environment, infrastructure and strategies. Focusing and applying these areas to the NECS work system will simplify the work system to its full potential.

Participants

The participants play an important role in the work system. They are the human factor to the work system. In the NECS work system the participants are the police officers, detectives and the supervisor (watch commander). These individuals are the ones who do the work in the NECS work system. The technology is the one providing all the information but with out the human factor it would not be possible. “A machine may be able to process information, but it can only do so if all the necessary starting information is supplied” (Guastello, 2014, p.13). The police officers and detectives play a key role since it is critical to enter the correct codes in order to obtain the information required. Also, the participants interpret the codes and verify if it is current and up to date information that is being provided. The detectives and police officers log on to the system and based off of the information they have from the written FI card they look for additional information from the NECS system and the CCHRS system as a backup. The detectives and police officers are responsible for verifying the information provided by the NECS and CCHRS system.

Customers

Steven Alter describes the customers as being the people that benefit or use the work system. Police officers and detectives are the primary ones that benefit from NECS work system. The NECS work system provides them with specific information that is crucial for their investigations. It gives basic information on an individual but also their criminal history record, if they have any outstanding warrants, if they have been reported missing etc. This is all information that is required that a supervisor needs to review in order to sign the IR or an arrest report. Secondary customers would be the community members. They benefit from the information being accurate as well as the police officers and detective’s skill level on the NECS system. They benefit from it because if they are victims of a crime with the information provided in the initial contact with the victim can potentially lead to the capturing of the suspect(s). During this initial step in the work system it is crucial to obtain detailed information on the potential suspect. It provides a better quality of work for the community members.

Information

In the NECS work system a vast amount of information is provided. It accesses different systems and combines them in one that allows law enforcement effectively complete their investigations. Some of the information displayed on the NECS work system is from the department of motor and vehicles as well as federal information. Although, the information is coded the NECS system also displays any outstanding warrants and criminal history record on a person. All the screens displaying the information are printed and are either attached to the IR or to the arrest report. Once submitted they are reviewed by a supervisor and signed. “Many information systems are inextricably connected to the work systems they support” (Alter, 2006, p. 35). Law enforcement agencies existence is to prevent and solve crimes. Their work system cannot function with out the information work system. They go hand in hand. In order to solve crimes the information system is required.

Technology

The technology used in the NECS work system plays an important role because these are the tools that allow law enforcement personnel more effectively. One of those tools are computers, they are an essential part of the work system. Law enforcement personnel have computers that are installed in their vehicles that allow them to use the NECS system. They also have computers in their respective divisions. The computers facilitate the communication between the customers and NECS system. The NECS program itself also allows law enforcement personnel to access information from different databases in order to have accurate information on an individual. Printers are also required in the NECS work system since the screens on the program are printed in order for them to be reviewed by a supervisor. The NECS system has many codes that law enforcement personnel must be able to read in order to understand the information. There is a cheat sheet that becomes a tool that allows law enforcement personnel to simplify the codes on the NECS system.

Product/ Services

Police officers and detectives are both customers and participants in the NECS working system. NECS provides a service to the police officers and detectives that will improve their efficiency and work product. When law enforcement personnel use the NECS work system they expect the information to be accurate in order to facilitate any ongoing investigation they might have going on. Some of the services NECS provides to law enforcement personnel are information criminal history records, department of motor and vehicles, firearms history etc. all this information is vital to law enforcement personnel investigations.

Identifying Issues

Possible Improvements

Justifying Recommendations

The NECS work system has the potential of benefiting its customers and ultimately improving the work quality, however there is also a need to re-analyze the current work system in place in order for it to become more effective. “Work systems exist to produce products and services for their customers” (Alter, 2006, p. 68). If the work system aligns to the organizations goals and incorporates the human factor it can enhance the work quality.

By analyzing the NECS work system by using the Work System Method by Steven Alter makes it simple to understand possible recommendations that would make the NECS system more effective.

Finding a simpler way to take down the initial information on an FI Card is one of the initial recommendations. This is a human factor in the NECS work system that has a possibility to commit more errors or mistakes since it is all hand written. At times they have missing information, they are ineligible, or lost. Many of the mistakes seen in FI Cards are Omission mistakes. “Errors of omission occur when the operator fails to take a needed action” (Guastello, 2014, p. 16). The information on the FI cards is not clearly explained to inform the participants of what information it will need in order to assist with the investigation. Recreating an FI Card that is digital and can be completed on a computer and submitted immediately clearly communicates what is needed on an FI Card. This is important because according to the prospect theory “when the decision makers do not have either or both Max [0] or Pr [0], they have to make something up for the missing amounts” (Guastello, 2014, p.112). When an FI Card is incomplete or ineligible the personnel imputing the data must base their decision on statistical of probability distribution. What this creates is inaccurate information being supplied to the participants who will inquire information. Which could then lead to many possible mistakes by making inaccurate decisions based on human error.

Another recommendation is on the NECS system itself. The system has created information from different databases such as the Department of motor and vehicle and federal agencies but it is simply outdated. In order to successfully operate in the NECS system many codes must be remembered. Once a specific code is entered it displays the information but some of the information is also coded. The participants must also know how to decode the information provided. The NECS system is not user friendly. For new law enforcement personnel the system is seen as extremely difficult to read and understand. The River City Police Department chose to implement a new similar program known as CCHRS. However the law enforcement personnel that have adapted to the NECS system refused to use it. This brings up the concern of the production paradox, “humans have already become accustomed to their machines systems and learned how to obtain maximum production and reliability out of them. A new technology choice is introduced as a possible productivity enhancement. Although the new production system may indeed work out well, the users of the current system are reluctant to disrupt their well-worn and successful production strategies to learn the new system and make the usual learning mistakes” (Guastello, 2014, p. 113). This ultimately created two systems for the department, creating multiple paperwork to be printed. The older generation remains using NECS while the younger generations learn to use both since the department has not fully committed to either.

Training is also a key recommendation for the improvement of the NECS work system. With the proper training law enforcement personnel can properly use the NECS system to its advantage. Supervisors are also the ones that set the departments culture in motion. Having supervisors uphold to the organizations strategy of being at the cutting edge of law enforcement technology and work systems will minimize the redundancy and less paperwork for supervisor approvals. “The disadvantage of building redundancy into the system is that redundancy slows the system down” (Guastello, 2014, p. 17).

Work Practices

In the case of the NECS work system I have used a flow chart that identifies the steps of the system. The flow chart shows the structured steps of the NECS work system. The flow chart shows how each step is initiated by completion of the previous step or possible problem. The flow chart makes it easier to understand by certain steps are taken but it also helps identify possible areas of improvement or even the elimination of steps. The flow chart below identifies the steps of the NECS work system.

In the NECS work system there are steps done that add no value to the work system. “Steps that are unnecessary waste resources, and should be eliminated” (Alter, 2006, p. 131). One of the steps that are redundant is once all the information is obtained on the NECS system; law enforcement personnel will do the same steps for the CCHRS system. The CCHRS system does exactly the same thing, as NECS the screens just looks different. Law enforcement personnel will cross reference the information obtained on NECS with the information on CCHRS. This step is redundant and waste resources the paper that is printed as well as the time it takes for law enforcement and supervisors to go through the information.

Another recommendation for improvement is the aspects of information processing. One of the initial steps of the NECS work system is when law enforcement officers complete and FI card. The FI card is essential in the NECS work system it provides the law enforcement personnel the information needed to initiate their investigation using the NECS system. Although the NECS system uses information technology, the FI card that initiates the process of using the NECS system is hand written. “The fact that information processing tasks are automated does not imply that the entire work system is automated” (Alter, 2006, p. 134). The NECS system does provide information to law enforcement personnel but there is a human factor to it, which is the gathering and inputting of information. Law enforcement personnel experience a certain level of stress in their day-to-day operations due to the nature of the job. The stress of the job can affect law enforcement performance while gathering the information and writing it down on the FI card. “The effects of stress on work behavior can take the form of errors, accidents, absenteeism and turn over” (Guastello, 2014, p. 201). Law enforcement is trained to deal with a certain level of stress but it creates what Guastello calls a bottleneck the effect of bottleneck is “the process can become seriously slowed or derailed” (Guastello, 2014, p. 115). The stress of the job can cause law enforcement personnel to make mistakes while catering the basic information for the FI card for their investigation. Changing the process of obtaining the information by capturing a screen shot of a person identification card or having the system recall the information that is entered in the officer’s portable computer minimizes the chances of law enforcement committing an error.

Participants

The participants are a huge part of the NECS work system or in any work system. If the participants do not understand or participate in the work system then it cannot operate effectively. “Whether system goals are achieved totally, partially, or not at all depends on the participants’ skills and commitment” (Atler, 2006, p. 147). In order for participant’s commitment and skills they must understand their worth to the work system and they also must be trained to effectively navigate through the work system. For the NECS system many participant feel that the program itself does not work however they fail to see the human-machine relationship in the work system. “Machines are only as effective as their operation by humans allows, and thus, there are opportunities and challenges that lie at the interface between the person and the machine” (Guastello, 2014, p. 2). If the participants are not trained on how to effectively use the NECS program it becomes easy to dismiss the program as useless. This is way it is essential that participants be trained on how to use the NECS system. This will eliminate the redundancy in the NECS work system of double-checking the work with the CCHRS system. Training will give the participants the confidence of using the system, which will provide better work quality. Providing constant training for law enforcement personnel will provide all employees the skills they need to feel confident in using NECS. “Empowerment requires a combination of the right information, the right tools, the right training, the right environment” (Atler, 2006, p. 153). Training gives employees empowerment and confidence in what they are doing within the work system. It clearly informs the participants what is expected of them. With out proper training it is difficult for supervisors to hold people accountable if the department is not providing the training. Supervisors also need to be inline with the department’s goals and not required printouts from NECS and CCHRS from their employees.

Information

The NECS work system is based on getting the right information to its participants in a timely manner. The information the NECS work system provides helps law enforcement personnel with their investigations. The information helps solve crimes and also prevent crimes by putting law enforcement personnel in the right areas. The process of law enforcement personnel obtaining the information using paper and a pencil is out dated. “Information processing capabilities start with the ability to capture information using devices ranging from keyboards and bar code scanners through digital cameras and sound recorders” (Atler, 2006, p. 157). With modern technology the overall NECS system can use an update. Filling out the FI cards by using a pencil and paper is difficult to do due to the circumstances of the job. “Time pressure, feedback delays, and reliability of incoming information place demands on the human operator” (Guastello, 2014, p. 123). Using the table below shows how the information in the NECS work system can evaluate the information.

One of the categories for evaluating information in the NECS work system is representational quality of information. This category looks at how “information is described in terms of conciseness, consistency, interpretability and ease of understanding” (Atler, 2006, p. 173). One of the dimensions is conciseness. This dimension focuses on the information being easy to understand as well as having the system filters the information and provide what the user is requesting. Since the NECS system is out dated and requires many codes it important to have proper training on the systems codes. Ideally it would be best to update the system and eliminate the usage of codes making the system user friendly. “Convenience matters as well as functionality, and too, often, systems are rigged for the convenience of the producer at the expense of the user frustration” (Guastello, 2014, p. 279). Updating the NECS system in order for it to be easier to navigate and understand would be ideal however, training the participants to enter the correct codes to access the information needed for their investigation will help as well. It will reduce the wasting of resources on attempting to figure out the correct codes. This also ties into another dimension, which is interpretability. Since the NECS system displays many of the information in codes this causes issues, a displayed code can have a different meaning to different people. Making the system user friendly or providing training for law enforcement personnel can possibly eliminate this issue.

Security and control of information is another category that helps the NECS can benefit from. In the past law enforcement personnel have misused the information on the NECS system for their own personal gains. “Information control starts with making sure that only authorized individuals have access” (Atler, 2006, p. 175). In this case the system has to hold people accountable for the information they access. Having an area that needs an explanation and possible reference number as to why the information is accessed can minimize potential abuse of the system.

Technology and Infrastructure

Information technology is a large part of the NECS work system. One of the tools used in the NECS work system are the computers. Although the NECS system is a bit out dated the system does work if the department provides proper training. In this case “the separation between tools and techniques is worth considering” (Atler, 2006, p. 180). Instead of changing the technique and starting from square one changing the tool might be easier. In this case the tools are the computers, the computers are slow since they do not have the capability of storing that much information. Participants of the NECS work system have expressed concern on the outdated computers and how it consumes a lot of time since they are slow when retrieving the information. The information structure in the NECS work system consists of information from other system such as the department of motor and vehicles. The table below displays the additional principles that are essential when it comes to processing information when it comes to information technology. Based of the real option technique its is clear that the NECS works system can benefit participants and the organization if it is modified and has strong management involved in the information technology aspect of the work system.

Conclusion

The NECS system is already set in place by making some adjustments the work system will be more effective for its participants, customers and the organization. The information displayed by the NECS work system is essential for law enforcement in order for them to effectively conduct their investigations. Providing the proper training for the participants will have a positive impact both on morale of the participants and benefit their work quality. By doing so it will increase the quality of the work for its customers, which in this case are the community members. Implementing the recommendations of training and a use- friendly system benefit law enforcement agencies in reducing redundancies, which will also minimize cost. Steps such as double-checking the work on CCHRS and the printing of many screens will no longer be necessary and reduce cost for the organization.

References

Alter, Steven. (2006). The Work System Method: Connecting People, Processes, and IT for Business Results. (1st Ed.) Lightning Source, Inc. United States of America.

Guastello, Stephen J. (2014). Human Factors Engineering and Ergonomics. (2nd Ed.) CRC Press Taylor & Francis Group. Boca Raton, FL.