The Charlotte-Mecklenburg Police Department (CMPD) is setting a new standard for public service entities across the nation. It has just been honored as the 2025 "Organization of the Year" by the Business Intelligence Group, celebrating its distinctive approach to customer service. The CMPD's "CMPD Serves" program has been particularly lauded for its innovative and successful reimagining of user experience in law enforcement, a move that is making waves beyond Charlotte.
CMPD Chief Johnny Jennings today announced national recognition for the department’s community engagement efforts, crediting the achievement to its ‘CMPD Serves’ philosophy. “This national recognition is a powerful testament to the unwavering dedication of every CMPD officer and civilian who has embraced our 'CMPD Serves' philosophy,” Jennings said. The program focuses on improving police-community interactions through respectful and empathetic communication. CMPD has implemented changes aimed at strengthening community trust and demonstrating a commitment to reform.
Launched in 2021, the CMPD Serves initiative is a training program focused on improving communication between officers and the public, with an emphasis on active listening and connection-building. According to the department, the initiative aims to improve daily interactions and foster public trust. CMPD reports that the program has been associated with increases in community engagement and internal morale.
CMPD reports that since the launch of the initiative, use-of-force incidents have decreased by 24%, external complaints by 61%, and officer-involved shootings by 43%. These outcomes have drawn attention from other major city police departments, which are considering adopting similar approaches focused on communication and public engagement.
According to CMPD, more than 75% of public survey respondents reported positive experiences with department staff. Internally, 43% of trained employees reported applying lessons from the CMPD Serves program, with 61% demonstrating competency in customer service principles. These results contributed to CMPD receiving an award from the Business Intelligence Group, which recognized the department’s efforts in enhancing public engagement and service.
