Taking part in MOPAC's surveys

The User Satisfaction Survey (USS) contacts a number of victims from each of the MPS’s Borough Command Units (BCUs) to ensure that a geographical spread of data is available. Within each BCU all victims of either residential burglary, assault, personal robbery or hate crime within the preceding three months are potential candidates for survey and a random selection is made.

Some exclusion criteria are used based on age and specific crime features in order to safeguard the wellbeing of certain types of victim. Due to the random selection and exclusions not every victim should expect to be surveyed by the USS.

MOPAC have staff who have been granted access to MPS data for a number of specific projects. This means that MOPAC pulls off the necessary victim sample for the User Satisfaction Survey (USS) directly and then securely passes this to ORS for the sole purpose of using these details for the survey.

MOPAC are the oversight body for the MPS, and as such have a statutory duty hold the MPS to account in terms of their performance. An important aspect of this is the victim experience, and as such the views of victims are critical to MOPAC achieving this task.

All MOPAC staff and ORS staff are vetted to the same level as MPS staff, with all data being held securely and any data transfers being conducted over secure email or secure data portals.

Taking part involves speaking on the telephone with an interviewer as they administer the survey. The survey follows a script and most of the questions are questions where the respondent indicates an answer from a selection of options.

There are however several questions where the interviewer will ask for a verbal response. None of the questions are mandatory and a “don’t know” or “prefer not to say” can be given to any question. The interviews take around 15 minutes.

Individual responses can be linked to a specific crime report number, so this survey is not anonymous. Information is stored securely and treated as confidential information with only specific staff having access to respondent identity.

The population in London is one of the most diverse in the world, and it is important that everyone who comes into contact with the police receives the same standard of service. In order to ensure this is the case we need to monitor who comes into contact with the police and gather their views to assess whether certain groups experience the service differently.

Respondents may choose not to answer the demographic questions if they wish to.

If you are contacted and decide to take part in the User Satisfaction Survey (USS) then ORS will securely store your responses alongside your personal details for 13 months. After this time your personal details will be removed from the data set and your responses will be kept in anonymised form.

ORS strictly adheres to the principles of the Data Protection Act 2018, as well as the EU General Data Protection Regulation (GDPR). For more information on data and storage, please see the MOPAC Privacy Policy or visit the ORS website.

MOPAC commissions the User Satisfaction Survey (USS) as part of its role as a Public Authority, with the aim of improving policing in London.

All data from the USS is processed and stored in line with the Data Protection Act 2018, as well as the EU General Data Protection Regulation (GDPR). The USS has a lawful basis of public task as per Article 6 of the General Data Protection Regulation, as demonstrated by MOPAC’s role as a public authority, with the aim to improve the experiences of victims of crime.

This lawful basis is also derived from Article 143 of the Anti-social Behaviour, Crime and Policing Act 2014 that enables local policing bodies to arrange for the provision of services that, in the opinion of the local policing body, will secure, or contribute to securing, crime and disorder reduction in the body’s area. In addition, whilst not specifically using criminal offence data for the USS, the project does use victim’s data that will contain references to the specific crime. Therefore, we have included our basis for processing under Article 10. Our lawful basis for processing under Article 10 is ‘official authority’, based upon our statutory requirement listed above for Article 6.

Opinion Research Services (ORS) is the data controller for telephone data used for the purposes of sampling. MOPAC is the data controller for data collected as part of the survey (such as responses to questions) and ORS are data processors acting on MOPAC’s behalf. A written contract is in place between MOPAC and ORS that specifies GDPR responsibilities. More information on how data is processed, including subject access requests, can be found in the MOPAC Privacy Policy or the ORS website.

Taking part involves filling in an online survey of between 15 and 20 questions, depending on your answers. Within the survey most of the questions are questions where the respondent indicates an answer from a selection of options.

There are however several questions where the respondent can free type a response. None of the questions are mandatory and a “don’t know” or “prefer not to say” can be given to any question. Individual links do direct back to a specific crime report number, so this survey is not anonymous. Information is stored securely and treated as confidential information with only specific staff having access to respondent identity.

MOPAC have staff who have been granted access to MPS data for a number of specific projects. This means that MOPAC pulls off the necessary victim sample for the Online Victim Satisfaction Survey (OVSS) directly and then securely passes this to ORS for the sole purpose of using these details for the survey.

MOPAC are the oversight body for the MPS, and as such have a statutory duty hold the MPS to account in terms of their performance. An important aspect of this is the victim experience, and as such the views of victims are critical to MOPAC achieving this task. All MOPAC staff and ORS staff are vetted to the same level as MPS staff, with all data being held securely and any data transfers being conducted over secure email or secure data portals.

ORS send out survey links to an online survey via either email or SMS (text message). The online survey will only ask you for your opinions on the service you received from the police and some basic demographic questions. You will not be asked for any personal details or to input any information about the crime. If you receive a link asking for this type of information you should report it to ORS or MOPAC. The survey link will be hosted on a website starting https://online.ors.org.uk/questionnaire.

The population in London is one of the most diverse in the world, and it is important that everyone who comes into contact with the police receives the same standard of service. In order to ensure this is the case we need to monitor who comes into contact with the police and gather their views to assess whether certain groups experience the service differently.

Respondents may choose not to answer the demographic questions if they wish to.

Data integrity and security are of key importance to MOPAC and ORS. ORS will securely store the sample details that we pass them for 13 months, after which they are deleted.

If you are contacted and decide to take part in the Online Victim Satisfaction Survey (OVSS) then ORS will securely store your responses alongside your personal details for 13 months. After this time your personal details will be removed from the data set and your responses will be kept in anonymised form. ORS strictly adheres to the principles of the Data Protection Act 2018, as well as the EU General Data Protection Regulation (GDPR). For more information on data and storage, please see the MOPAC Privacy Policy or visit the ORS website.

MOPAC commissions the Online Victim Satisfaction Survey (OVSS) as part of its role as a Public Authority, with the aim of improving policing in London. All data from the USS is processed and stored in line with the Data Protection Act 2018, as well as the EU General Data Protection Regulation (GDPR). The OVSS has a lawful basis of public task as per Article 6 of the General Data Protection Regulation, as demonstrated by MOPAC’s role as a public authority, with the aim to improve the experiences of victims of crime.

This lawful basis is also derived from Article 143 of the Anti-social Behaviour, Crime and Policing Act 2014 that enables local policing bodies to arrange for the provision of services that, in the opinion of the local policing body, will secure, or contribute to securing, crime and disorder reduction in the body’s area. In addition, whilst not specifically using criminal offence data for the OVSS, the project does use victim’s data that will contain references to the specific crime. Therefore, we have included our basis for processing under Article 10. Our lawful basis for processing under Article 10 is ‘official authority’, based upon our statutory requirement listed above for Article 6.

Opinion Research Services (ORS) is the data controller for email and telephone data used for the purposes of sampling. MOPAC is the data controller for data collected as part of the survey (such as responses to questions) and ORS are data processors acting on MOPAC’s behalf. A written contract is in place between MOPAC and ORS that specifies GDPR responsibilities. More information on how data is processed, including subject access requests, can be found in the MOPAC Privacy Policy or the ORS website.