Implementation, Effectiveness, and Operational Challenges of an Integrated Command and Control Center: A Multi-Dimensional Analysis in Urban Policing

Abstract

This research analyzed the deployment, performance level, and issues of an Integrated Command and Control Center (IC3) in urban policing using a convergent parallel mixed-methods design. Quantitative information was gathered from 337 police officers in four operational groups using a validated survey tool covering nine implementation and effectiveness domains. The qualitative data came from interviews and field observations to give a deeper insight into the operational issues. The findings show that implementation of IC3 on average is effective (M = 3.08), with top marks for information and intelligence management and coordination mechanisms. Yet, communication infrastructure was rated the lowest at the same time, indicating that there are still issues in real-time field communication contract. Results of a one-way ANOVA revealed statistically significant differences between the operational groups in eight out of nine domains, which indicates that the experience with the system and access to it are not uniform. Qualitative results supported these findings and identified communication lapses, unequal access to technology, irregular training, and ineffective integration of feedback loops as the main operational problems. The combined interpretations indicated that even though the IC3 is well-functioning at a structural level, the disparities at the infrastructural, organizational, and user levels have led to uneven operational performance of the system. The paper argues that technological integration is not enough to produce optimal system performance and points to system design that is inclusive, continuous training, and feedback mechanisms that are adaptive as the keys to success. The results add to the developing knowledge on technology-led policing and offer well-founded suggestions for upgrading the sustainability and efficiency of command and control systems in urban areas of developing countries.