Building Transparency in the Police Complainant Process

City Partner: Department of Police Accountability
Pro Bono Partner: ZS Associates

The Department of Police Accountability (DPA), a civilian-staffed oversight agency, is responsible for investigating complaints against the San Francisco Police Department (SFPD), recommending policy changes, and conducting audits of SFPD practices. A key barrier identified by DPA was the lack of a public-facing system for complainants to track the status of their cases. Previously, complainants could only receive status updates by calling the DPA, which provided limited information due to confidentiality concerns. This manual process lacked transparency and accessibility, leading to frustration and decreased trust among community members. 

To address this, the DPA partnered with ZS Associates through the Civic Bridge program to develop a secure online portal that would allow complainants to view their case status and submit documents directly. This initiative aligned with DPA's mission to create a transparent and accessible system, aiming to bridge the gap between public expectations and the practical limitations of existing processes. 

The primary project challenge was creating a secure and user-friendly public portal integrated with DPA's Salesforce Case Management System. This portal needed to: 

• Provide complainants with real-time updates on case status. 
• Allow document submission for reviews or investigative hearings. 
• Ensure the confidentiality of sensitive case information. 

In short, the portal would give complainants a self-service option for tracking their case status without compromising privacy or security. It was crucial to limit the visible information on the portal to only general case status updates, while excluding sensitive investigative details. 

The 16-week project spanned several phases, involving cross-functional collaboration between DPA, ZS Associates, and the Mayor's Office of Innovation: 

1. Discovery and Planning 
   • DPA, along with ZS Associates, identified core requirements through user research and existing process evaluations. 
   • A key insight was the need for a secure login feature using case numbers and PINs, which would serve as primary identifiers for each complainant. 
2. Design and Prototyping 
   • Based on requirements, ZS Associates developed wireframes for a portal that featured intuitive navigation, a visual "chevron" progress bar, and document submission capabilities. 
   • Security was prioritized with reCAPTCHA verification and PIN-protected access to ensure only authorized users could view case information. 
3. Development and Testing 
   • The portal was built as a webpage integrated with DPA’s Salesforce system. Testing phases included security validation, data flow tests, and user experience feedback sessions with both DPA staff and selected complainants. 
   • Key features, such as email notifications for document submissions, a case status progress bar, and real-time status updates, were fine-tuned to ensure seamless functionality and high usability. 
4. Implementation and Socialization 
   • Once validated, the portal was implemented as a live site accessible via DPA’s official website. 
   • Internal training sessions were held for DPA staff, equipping them to assist complainants in using the new portal. 

The key project deliverable was a public-facing case status portal. Accessible via DPA’s website, this portal allows complainants to track their case progress, view uploaded documents, and submit additional documentation as needed. The portal has several features, including:  

1. Secure Login System: The login process requires case number, case PIN, and reCAPTCHA validation for enhanced security. 
2. Case Information Display: Provides relevant case details such as case age, investigator name, case status, status definition, and findings issued date. 
3. Visual Progress Tracker: A progress bar to visually represent the complaint case status. 
4. Document Upload Functionality: A feature for complainants to upload case-related documents directly through the portal. 
5. Automated Notifications: The system is configured to send email notifications to complainants when new documents are uploaded to their case. 
6. FAQ Integration: A link was added to an external FAQ page for quick access to common questions. 

The portal has significantly improved transparency, accessibility, and user satisfaction among complainants. Key impacts include: 

1. Improved Transparency: Complainants now have direct, real-time access to their case status, enhancing transparency in the police accountability process. 
2. Enhanced Communication: The system provides a more efficient way for the DPA to communicate case updates, reducing the need for phone calls and written correspondence. 
3. Increased Efficiency: DPA staff can now focus on investigations rather than spending time on status updates, as complainants can access this information independently. 
4. Better Document Management: The ability for complainants to upload documents directly to their case file streamlines the information-gathering process. 
5. Improved User Experience: The intuitive interface and mobile-friendly design make it easier for complainants to engage with the process, regardless of their technical proficiency. 
6. Maintained Confidentiality: The secure login process ensures that only authorized individuals can access case information, maintaining the integrity of the investigation process. 

Through this collaboration, DPA and ZS Associates have laid the groundwork for a more open, responsive, and community-centered approach to handling police complaints, reinforcing San Francisco’s commitment to accountability and transparency.