Research in the spotlight: How do citizens prefer to contact the police?

How do citizens want to interact with the police? An Alliance VU-UT survey maps preferences around digital and physical reporting channels.

Research in the spotlight: How do citizens want to interact with the police?

In Research in the spotlight, we highlight projects that have emerged from the Alliance VU-UT Internal Call. This edition features a project that is part of the broader initiative The Public Role of the Police: Physical or Digital Contact with Citizens, developed within the impact coalition Secure Societies. The project is led by Ronald van Steden (VU), Joyce Karreman (UT) and Miriam Oostinga (UT). 

New ways to contact the police

On 27 August 2024, the first Dutch Smart Police Station opened at Utrecht Central Station, inspired by a concept from Dubai. At this station, citizens can report crimes or ask for information – without any police officers physically present. Instead, a host or security guard is available. The police plan to roll out more of these stations across the country, but the question remains: do these new forms of contact truly meet the needs and expectations of all citizens? 

What do citizens actually prefer?

To gain insight into this, Marouscha Scheffer, a Master’s student in Psychology of Conflict, Risk and Safety (UT), is conducting a practical study into citizens’ preferences for different communication channels with the police. She is supported by Anouk Beenen, a Master’s student in Communication Science and Business Administration (UT). 

In the study, participants are presented with real-world scenarios such as bicycle theft, WhatsApp fraud, domestic violence, or neighbour nuisance. They can choose between traditional reporting channels (such as visiting a police station or calling by phone) and modern alternatives (such as online reporting or using a Smart Police Station). Preferences are measured both before and after participants are informed about the specific features of each option. 

Taking research to the streets

With the help of the UT’s mobile research lab – the BMSlab’s Experivan – participants are approached on the streets in the eastern part of the Netherlands, ensuring a broad and diverse sample. The focus is on the reporting process itself: a key moment that strongly shapes citizens’ trust in the police. 

The results of the study will offer the police practical guidance for developing digital communication methods that better reflect the needs of citizens – thereby strengthening trust, satisfaction and cooperation. 

Next steps and further research

In parallel with this project, an additional study is being conducted at VU Amsterdam between January and July 2025. Public Administration students are carrying out observations and interviews at police stations, speaking with front-desk staff and visiting citizens about their experiences with reporting incidents. 

After the summer, the project leaders plan to build on their findings by applying for new funding to continue exploring the future of police-citizen contact in an increasingly digital society. 

To learn more about the research, feel free to contact Dr. Miriam Oostinga at m.s.d.oostinga@utwente.nl.