The Escondido Police Department (EPD) makes use of SPIDR Tech, an automated customer service solution for public safety agencies, to maintain an active dialogue with community members and receive immediate feedback on the quality of their service. The application enables agencies to send text messages and emails directly to 9-1-1 callers and crime victims and mobile-friendly surveys to community members interacting with an agency. These follow-up communications can acknowledge a 9-1-1 call by updating callers on their service request status and notifying them of delays. For investigations, the service helps to ensure victims of crime or anyone who may have reported a crime is informed as the case progresses, providing them with automatic case updates, such as investigator assignments and case number(s).  

Additionally, EPD uses SPIDR Tech’s survey tool allowing the department to benchmark community perception and satisfaction after an incident to improve service. In this way, EPD keeps community members informed and gathers their feedback timely and cost-effectively.