Boulder Police Launch New Texting Service to get Community Feedback

The Boulder Police Department will launch a new texting service starting Dec. 11 to better connect with the community members we serve.

The new community member satisfaction and feedback solution—called PowerEngage—uses text messaging to offer notifications and a feedback survey option to community members who have interacted with Boulder police after a 911 call.

“This new service aligns with our department’s Reimagine Policing Plan and our continued commitment to transparency and respect in policing. We’re thrilled about this new way to learn more from our community members in nearly real time,” Deputy Chief of Support Services Ron Gosage said. “Much like private companies send automatic text message notifications and satisfaction surveys to their customers, Boulder Police is now able to do the same. We expect that this new solution, PowerEngage, will improve communication between the police and our community, and provide an important service to people we serve.”

Informative text message notifications will be sent to some 911 callers immediately following their 911 call, such as following a minor traffic accident where traffic isn’t blocked, and nobody is injured. A person who calls 911 in this case might receive a text message telling them an officer is on the way, and to please stay out of traffic and have their driver’s license, insurance, and registration ready.

PowerEngage will also send text message feedback surveys six hours after an initial 911 call, with quiet hours between 9 p.m. and 8 a.m. This text will invite community members to take a quick survey about their experience during their call for service and the response they received. The survey will provide the community member with the opportunity to provide comments, feedback, or to thank the responding officer.

Individuals who do not want to participate can simply not respond. Alternatively, individuals may reply with STOP and that will opt them out of all future text surveys from the department.

It is important that everyone knows that these surveys should not be used to report any type of emergency or crime. As always, call 911 for any emergency or to report any criminal activity.

PowerEngage is an additional effort to promote transparency and good communication in policing and to provide excellent service to our community. Several other Colorado police departments already use PowerEngage, including police agencies in Golden, Castle Rock, and Lakewood. The surveys inviting feedback are in addition to, and will not replace, the Boulder Police Department’s forum to receive commendations and complaints, which are submitted to the Professional Standards Unit via our website at https://bouldercolorado.gov/services/police-commendations-and-complaints

Examples of what community members will see when they receive PowerEngage text surveys look like: