From authority to approachability

Abstract

This paper estimates the effect of changes in police uniforms on the use of police services in Pakistan. The transformation from traditional khaki trousers and a black shirt to a new design and color was significant, as the old uniform was thought to underscore a colonial legacy that negatively impacted public trust and created a sense of fear among the masses. I exploit large-scale surveys and a time- and location-varying intervention design to document its effect. I find that the use of police services has increased by 3.67 percent; however, satisfaction with the service and users’ experiences have not changed. The mechanism behind these findings is a change in perception towards the police department rather than operational or structural changes. This suggests that, on the surface, visual identity can influence peoples’ perception of using police service; nonetheless, it may not necessarily enhance the quality or user satisfaction. These findings have important policy implications for policymakers aiming to improve community relations and the effectiveness of law enforcement in Pakistan.