MEDIA RELEASE / COMMUNITY ALERT
For Immediate Release No. 20230301-013
Wednesday, March 1, 2023
San Mateo Police Department Launches New Platform to Improve Communications with Callers and Residents
San Mateo, CA - The San Mateo Police Department continues its role as a pioneer for both technology and customer service with the addition of Specialized Police Intelligence and Data Resource (SPIDR) Tech. SPIDR Tech is a company founded by former law enforcement officers “to help law enforcement agencies to increase efficiency by providing excellent customer service and to improve communication and transparency between the agency and the community.”
SPIDR Tech provides digital customer service to reporting parties, victims of crime, and 9-1-1 callers by sending emails or text messages with important information and updates about their case or incident. Callers receive a text or an email at the start, during, and at the completion of a call for service or incident. After a person calls the department, the caller will receive a text message acknowledging the call. If the call for service requires an officer, the caller receives a message informing the caller an officer has been dispatched. SPIDR Tech allows the department to keep victims of crime informed throughout the entire investigation process with customized messages about their case. When a case or incident concludes, the caller will receive a survey soliciting feedback and information about the caller’s experience with the department.
SMPD chose to partner with SPIDR Tech because of the many ways the digital platform aids both the community and the department. SPIDR messaging will allow more communities to feel acknowledged, informed, and heard because the platform has the ability to send messages in multiple languages, including Spanish and Chinese. While the community gets increased and more systematic customer service, the department will benefit from increased community feedback. The SPIDR Tech platform will allow service users to communicate expectations, to identify areas where the department can improve and to acknowledge outstanding employees.
Chief Barberini sees the great value SPIDR brings to the department and public. “SPIDR gives the San Mateo Police Department another valuable tool to assist and to aid our communication and customer service with the public while identifying ways we can learn to be better at our job,” said Barberini.
MEDIA CONTACT
Alison Gilmore
Public Information Officer | Support Services
City of San Mateo Police Department
200 Franklin Pkwy, San Mateo, CA 94403
650-522-7626 | [email protected]
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