In the face of continued complaints from the community about response time, delays in follow-up of cases and poor customer service satisfaction, in early 2009 the Aurora Police Department implemented the “Customer Service and Operations Initiative.” This new initiative called for 12-hour patrol shifts, sector-based policing, increased patrol staffing, front desk operations, centralized watch commanders, report cars, supervisory audits, a mediation program and an improved interactive website. It was intended to increase police responsiveness, improve efficiency and effectiveness, and increase customer service satisfaction. The department’s strategy was to provide increased numbers of patrol officers to deal with service calls during peak hours and thus reduce the amount of pending calls. A citizen survey was conducted from August 1, 2009 through January 13, 2010. From this survey, the results of the Customer Service and Operation Initiative were apparent – the program successfully met the goals set forth at the start.