City of Oakland

CPRA Application

Complaints Management

Saved an estimated 32 weeks if built by hand

Challenge

The City of Oakland is a vibrant growing community in northern California located in the San Francisco Bay area. In an effort to continue to modernize its systems and interactions with residents, the city decided to invest in replacing a legacy paper-based process for receiving complaints against law officers with a modern web-based solution. In addition to online access from residents, the agency needed a modern case management solution that could automate their complex processes for reviewing these complaints.

Solution

The Community Police Review Agency (CPRA) application replaces the legacy paper-based process to give citizens easy online access and transparency throughout the process, and provides much-needed automation to complex back-office case management processes. The system revolutionizes the work of the CPRA and makes it easier than ever for the public to hold officers accountable.

CPRA consists of a public portal where a citizen can report a complaint and monitor its status. A back-office case management application supports the complex process of taking on a complaint, assigning it to an investigator, collaborating with Police Internal Affairs and bringing the case to closure. The City of Oakland leveraged Do iT Lean to assist their internal IT with the delivery of the CPRA application using OutSystems. 

Results

In just 16 weeks, three developers built a modern solution to receive and manage citizen complaints against law officers, saving an estimated 32 weeks if built by hand.  Now, there are over 400,000 citizens making up the City of Oakland community. The goal is to eventually have all of them registered in the City Portal. The main benefits to the business are: 


1. Allows the public unprecedented ability to file and track complaints of police misconduct online via phone, tablet or computer 

2. Provides a case management infrastructure so intake and investigatory staff have a centralized location to build and store electronic case files, and supervisors can track the progress of investigations as well as staff workloads and workflow  

3. Provides back-office functionality to perform advanced analytics on data related to investigations, allowing CPRA staff to track patterns of complaints and investigatory details, and to create the flexibility to change the functionality of the system as the needs of the CRPA change.

Highlights

Responsive Web Application
Complex Integrations
Fast Time To Market
Security Compliance