Twilio > Case Studies > Philadelphia Police Department's Use of Twilio SMS for Anonymous Crime Tips

Philadelphia Police Department's Use of Twilio SMS for Anonymous Crime Tips

Technology Category

Sensors - Haptic Sensors

Applicable Industries

Security & Public Safety
Telecommunications

Applicable Functions

Quality Assurance

Use Cases

Search & Rescue
Smart City Operations

Services

Testing & Certification

About The Customer

The Philadelphia Police Department is the law enforcement and investigations agency for the City of Philadelphia. It is the fourth largest police force and the first oldest municipal police force in the United States, with 6400 officers. The department is known for being one of the most forward-thinking agencies in the nation. In an effort to increase citizen engagement and fight crime, the department decided to empower residents to report crimes anonymously using SMS messages. The department uses the services of Hyaline Creative, a web development agency, for its technological needs.

The Challenge

The Philadelphia Police Department, one of the oldest and most forward-thinking municipal agencies in the nation, was faced with the challenge of enabling more citizens to anonymously report minor crimes and nuisance behavior using SMS messages. The goal was to free up dispatchers to focus on emergencies. The department recognized that for many people, text messages are the preferred method of communication. They wanted to make it possible for people to send anonymous tips from their cell phones to help solve crimes. However, bridging the phone and internet was a difficult task. The department also needed a solution that would allow them to respond securely to the sender in case of an emergency, while maintaining the anonymity of the caller.

The Solution

The Philadelphia Police Department chose to build the tip line using Twilio, a cloud communications platform, based on its ease of use and affordability. The department's web development agency, Hyaline Creative, was able to launch an anonymous text message tip line in just a few weeks. They initially built the tip line using a regular ten-digit phone number, but later applied for a short code through Twilio for sending larger volumes of messages. Once approved, they were able to move the app over to the short code in about three days. The solution allowed the department's Real-Time Crime Center to respond in a secure way to someone reporting an emergency situation, while preserving the privacy of the phone number that sent the text. There are also discussions to fully integrate the texting app with the department's existing information systems.

Operational Impact

The implementation of the anonymous text message tip line has been a success. The people of Philadelphia have embraced the system and are sending increasing numbers of tips. The tips range from reports of suspicious people to sightings of all-terrain vehicles in the streets. In one instance, a person witnessed a hit-and-run and was able to send in the license number and a description of the vehicle via SMS. The system has proven to be quick and easy for citizens to use, and it has helped the department in their crime-fighting efforts. The department is now considering further integration of the texting app with their existing information systems.

Quantitative Benefit