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San Antonio police solve crimes faster with increased police reporting efficiency

San Antonio, TX, USA

Government Champion

Sheriff's Office


Zero upfront cost to local government

Project Status

Operational since 2019

At a Glance

Responsible for a population of over 1.5 million, San Antonio Police Department (SAPD) has a lot to cover across its 2,400 officers. With the department facing inefficiencies and constant technical errors, they needed to update their records management system quickly.

Problem Addressed

With a police force of over 2,400 officers, and responsible for the safety of the seventh largest city in the country, the SAPD had a lot on its hands. Centering itself around "building trust, creating partnerships and sharing leadership within the department and the community for a safer San Antonio," the department was in dire need of efficiency improvements - particularly with their Records Management System (RMS).

In 2019, Karen Falks, now Deputy Chief, was a Captain assigned to community engagement and technology. Falks ran into issues with their current RMS system, which the department had used for over a decade. As an on-premise system, any time it was down or the department wanted to do updates, it was out of service for over a week at a time. Additionally, it did not communicate with their field-record system, leaving the city's 1,600 patrol officers disconnected from the RMS. The lack of centralization left officers department-wide without an efficient way to track and monitor their workflows throughout the week.

The current system also would not meet compliance with the FBI National Incident-Based Reporting System (NIBRS) requirements, which were to come into effect on January 1st, 2021. With the date quickly approaching, the department had to act fast.

San Antonio used/is using Mark43's RMS to address this/these challenge(s).

Solution(s) Used

After evaluating several options, SAPD decided that to address inefficiencies and reporting errors, it was essential to implement a new software. After multiple vendor applications and vetting processes, going through with 5 thorough demos, they ultimately decided to adopt Mark43's cloud-based RMS. Mark43's integrated solution centralized case records, field-based reports, and the records management system all in one place, while also complying with the FBI's National Incident-Based Reporting System (NIBRS), checking all of the department's boxes.

In collaboration with the City of San Antonio (COSA), the department was able to put together a robust, experienced customer project team dedicated exclusively to the RMS implementation. The team was made up of tech experts with deep connections to every corner of the department, ensuring that all officer needs were accounted for. Combined with leadership oversight, the team was able to successfully implement feedback into the platform's adoption.

“Mark43’s functionality is exactly what we need in our day-to-day, and the fact that the data entry process matches NIBRS requirements without us even having to think about it was a huge part of our decision,” said San Antonio Police Chief William McManus.


  1. Officers increased their reporting efficiency allowing them to spend more time in the field and less time typing records.
  2. Better, more frequent collaboration as multiple officers can be working on the same record at the same time, replacing the legacy system's inability to perform the task.
  3. Detectives can immediately review reports, a process which used to take weeks, allowing them to begin their investigations and provide citizen justice at a faster rate.
  4. With increased platform accessibility - now including phones and tablets - bike officers are now able to enter information out in the field.

Lessons Learned

  1. Partnership between SAPD and the city put together an extremely robust, and experienced customer project team, which streamlined the process greatly.

Who Should Consider?

Police departments looking to centralize their reporting systems and increase overall reporting efficiency.

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