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deals with the anti-social behaviour in the local community, is also tasked with

developing intelligence regarding international extremism. Such polarities reflect the
diversification of contemporary policing in which officers are expected to be all things

to all people and deliver excellence at all times.

This brings us to the second important theme of policing where the emphasis is upon
a post-modern performance culture. Here a ‘customer focused’ approach to policing

communities can be measured by improved ‘public satisfaction’ (2004:38); Public
reassurance derives from excellent performance (2004:49); ‘Market analysis’ is used
as ‘a tool to reduce crime’ (2004:56), and as a result the workforce becomes

professionalised (2004:78-89). As we have highlighted performance is invariably
linked to economics, and as The Review of Policing by Sir Ronnie Flanagan makes

explicit; greater public expenditure on policing demands better performance results,
and inevitably necessitates an increased scrutiny of the service (2008:4). Policing
becomes a business and its language reflects that of the free-market. Its emphasis is

increasingly centred upon ‘productivity’, the ‘supply’ of services that give ‘value for
money’, and which are ‘efficient’ and ‘effective’ (2008:13-15). The culture is endemic

and even the Local Policing Plan of Devon and Cornwall Police highlights a ‘vision’ to
be a ‘top-performing force’, by ‘improving customer satisfaction’, undertaking

business change to deliver ‘financial savings’, reviewing ‘business processes’,
providing ‘value for money’, and by meeting identified ‘targets’ (D&C Constabulary

2009: 12-21).

Clearly there are many benefits to following this business model. Public services

become more efficient, and more consumer aware. However this emphasis on
performance increases the pressure on individuals within the police service who are

expected to always deliver excellence. In doing so there is a risk that the practice of
discretion can become diminished and with it the ability to respond with empathy to
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individual circumstances as they arise . Policing can become too focused on ticking
performance boxes, achieving goals, and delivering policies. A true customer focus

that considers the actual needs of individuals, rather than the desire of the

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The new Conservative-Liberal alliance consultation document: Policing in the 21 Century: Reconnecting
Police and the People, makes the point that the volume of “national targets and standards”, have “eroded....
professional responsibility” among officers who have become “disempowered professionals”. Individual discretion
has been eroded in order to serve the priorities of central government (Home Office 2010:5-9).