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State Police Piloting Text Messaging Tool in Four Counties for Improved Communication and Customer Service
April 18, 2023
Starting tomorrow, some residents in mid- and southwest Michigan will receive text message updates from the Michigan State Police (MSP) when they make an emergency call to a dispatch center. This pilot program, which will initially be evaluated after 90-days, involves the MSP Lansing and Marshall posts, and will include Eaton, Branch, Calhoun and St. Joseph counties. The MSP will be the first state-level police agency in the country to test out this technology.
“Utilizing technology to provide our customers with real-time updates and seek their feedback on our service delivers on our commitment to modern policing,” said Col. Joe Gasper, director of the MSP. “We strive to provide the best customer service experience to each person we interact with and by using automatic text message notifications and satisfaction surveys, we’ll be able to not only provide better customer service, but also make adjustments based on direct customer feedback.”
Here's how the service works: if you are in Eaton, Branch, Calhoun or St. Joseph counties and you call 911 from a mobile device to request a police response and a trooper is dispatched, you will receive a text message notifying you that a trooper is enroute. Not all call types will receive this messaging, including sensitive safety matters. If the trooper becomes delayed due to other priority calls or circumstances, you will receive real-time updated text notifications. Following conclusion of the incident, you will receive a text message within 24 hours, inviting you to take a short satisfaction survey. Feedback from the survey will be used to recognize good customer service, provide insights into areas that can be improved and guide decision making to improve customer service. Positive feedback will be shared to encourage employees, boost morale and recognize outstanding service.
These surveys should not be used to report any type of emergency or crime or to make a formal complaint with the department. As always, call 911 for any emergency or to report criminal activity.
Following the pilot period, consideration will be given on whether to purchase and deploy this technology at all MSP posts.