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ISO Certification for Better Policing: The Rajasthan Experience

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ISO Certification for Better Policing: The Rajasthan Experience

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ISO Certification for Better Policing: The Rajasthan Experience

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  1. ISO Certification for Better Policing: The Rajasthan Experience Rajasthan Police Presented by Nina Singh, IGP

  2. What is ISO Certification? • ISO stands for ‘International Organization for Standardization’- world wide federation of national standard bodies with headquarters in Geneva, Switzerland • Accredited certification bodies audit organizations for ISO certification for a fee. • NABCB is the Accreditation Body in India

  3. ISO 9001:2000 Standard - Some Facts • Requirements for Quality Management System • Aims to enhance customer satisfaction through the effective application of the system, including processes for continual improvement of the system and the assurance of conformity to customer and applicable regulatory requirements.

  4. Characteristics of QM Quality ControlQuality Management Past Future Detect faultsPrevent errors Look for guilty personsLook for defaults in the processes AccuseHelp, Moderate, Facilitate PunishMotivate Micro-managementSystematic and systemic management (Source: http://www.cmrtv.org)

  5. ISO as a vehicle for reform • A set of procedures that covers all key processes • Monitoring mechanisms to ensure effective implementation • Knowledge Management by documentation and quality record keeping • Sustained checking for non-conformity and corrective action • Regular external audit of the processes and the quality management system • Facilitating continual improvement QUALITY+CONSISTENCY is the mantra

  6. Why ISO in Police? • Police is generally perceived as a closed organization with processes being arbitrary, insensitive and unresponsive • Ad-hoc responsibilities and unclear roles • Police persons especially at the citizen interface level are often disinterested, de-motivated and suffer from low self esteem • ‘Inspection’ as a monitoring tool has not proved adequate

  7. Why Police Stations? • Police station is the most critical unit at the cutting edge level • Provides variety of services to citizens especially those in distress • Processes defined by police manuals, standing orders, rules etc • Conventional tool of compliance is ‘Inspection’

  8. Objectives of ISO 9001:2000 Police Stations • To ensure transparency in the functioning of the police stations • To enhance accountability of the police personnel deployed in police stations • To improve efficiency of the service delivery to the citizens specially those in distress

  9. Phased Approach • Vidhyak Puri police station in Jaipur City was the first to initiate the process (2005) • BVQI (now BV) was chosen as the auditing/ certifying agency for its impeccable reputation • It was then extended to cover at least one police station in each district • In total, 41 police stations have obtained ISO 9001:2000

  10. ISO Police Stations • Legend • ISO Police Stations • Total No of PS 41

  11. Choice of Police Stations • One police station in each district identified by the local SP • Identification criteria included • Capability of the local leadership • Varying levels of crime and L&O situations • Both rural and urban police stations • Some districts chose more than one police station

  12. Implementation Stages • Training of police station staff • Identification of processes • Prevention of crime & Maintenance of L&O • Registration of FIR & Investigation • VIP Security • Determine the sequence and interaction of these processes • General Services

  13. Information received:- Police Department Government General Public Other Sources Codes and Rules Records Prevention of crime and Law & Order Security of VIP Registration of FIR GeneralServices AuditReports Malkhana Investigationothermanagementandworks Training Records CustomerFeedback Failureinperformance Correctionandworkasperinstructions Reasonsandanalysisoffailures CorrectiveandPreventiveaction Customer Satisfaction ManagementReview Processes, their interaction and Customer Satisfaction

  14. Registration of FIR & Investigation Receipt of Information Non cognizable offences Other reports Cognizable offences Lodging of FIR Decision on report Breach of peace Missing persons Appointment of I.O. Enquiry on the spot Non cognizable Offences Investigation of report at P.S. Relief to complainant Entry in Register & Rojnamcha Investigation at the place of incidence Action u/s 182 IPC, 211 IPC on false complaint Completion of investigation & reporting Filing of FR/ Charge sheet in the Court Decision by Court Justice to applicant

  15. General services like Passport/ Character verification

  16. Challenges of increase in Crime & Maintenance of Law & Order. Identification of Crime prone area Nakabandi & Vehicle Checking Community Policing System Attempts to prevent Crime Implementation of Beat System Patrolling System Preventive Action Surveillance on Criminals Decrease in Crime Prevention of crime

  17. Implementation Stages • Determine criteria and methods to ensure effective operation and control of these processes • Preparation of organizational chart • Defining roles and responsibilities of personnel • Fixing objectives and time limits of the processes (Quality Objective)

  18. Organizational Chart Pushpendra Singh Police Inspector Overall Incharge of all activity

  19. Quality Objectives- Some Examples

  20. Quality Objectives- Some Examples

  21. Implementation Stages • Preparation of Standard Operating Procedures (SOPs) and Instructions • Documentation as required by ISO • Quality Manual

  22. List of SOPs

  23. List of Instructions

  24. Implementation Stages • Resources to support and monitor the operation • Commitment at Management Level

  25. Monitoring • Deputing Management Representatives (SI/ASI) • Feed Back • Corrective Actions • Preventive Actions

  26. Audits & Management Reviews • Daily Checking by SHO • Random Quarterly Review by SHO • Internal audit at every six months • Management Review every six months in the presence of SP, Addl SP, Dy SP • Annual External Audit after two MRs (one main audit and two surveillance audits in three year cycle)

  27. Impact of ISO 9000:2001 • Transparent Functioning • Public display of stated policies and targets • Information desk • Mahila desk • System of Receipts

  28. Displays-Example

  29. Information Desk

  30. Women Desk

  31. Receipt to complainants

  32. Impact of ISO 9001:2000 • Improved Accountability • Clear, well-defined responsibility matrix • Improved Efficiency • Better time management • Better personnel management • Better resource management • Knowledge Management

  33. Impact of ISO 9001:2000 • Participatory management • Leadership Qualities • Team building • Motivation • Commitment

  34. Impact of ISO 9001:2000 • Increased Employee Satisfaction • Empowerment • Capacity building (Stress management, communication, soft skills etc) • Improved work environment (work stations, mess, barracks)

  35. Work Station

  36. Old Record Room

  37. Record Room after ISO

  38. Old Mal khana

  39. Mal Khana after ISO

  40. Mess

  41. Old Barrack

  42. New Barrack after ISO

  43. Impact on Service Delivery • FIR registration became time bound • 30 minutes for first page • 15 minutes for every additional page • Time taken to reach the crime spot reduced considerably • 20 minutes for the first km • 5 minutes extra for every addition in kms • 90% of investigations completed within the time limit • 30 days bailable offence • 60 days for offences with 7 years of penalty • 90 days for offences with more than 7 years of penalty

  44. Impact on Service Delivery • Reduction up to 50% in percentage of pending cases • Detection of property offences increased by 9% to 30% in various police stations • Percentage increase in service of summons and warrants in various police stations: • Summons: 5% to 20% • Bailable Warrants: 12% to 15% • Arrest warrants: 10% to 12% • Attachment of property warrants: 10% to 21%

  45. Impact on Service Delivery • Verification time reduced considerably • 100% Passport verification in 15 days • 100% Arms License application verified in 15 days • 100% Character verification in 15 days (Typically these activities took months earlier in the absence of standards) • Malkhana disposal increased up to 20% per annum • Retrieval of malkhana items in one minute • Retrieval of records in one minute

  46. External Audit Report Improvements Observed • Visible change in attitude • Good maintenance and retrieval of records • Improvement in general housekeeping • Increased people’s satisfaction on the basis of feedback

  47. External Audit Report Areas of concern • More awareness needed regarding ISO among staff and senior officers • More involvement of supervisory officers (SP, Addl SP, Dy SP) needed • Shortage of manpower

  48. IMPROVED SERVICE DELIVERY

  49. Recognition Police stations that topped in ‘International Police Station Visitors Week’ organized by ALTUS Global International, The Hague, Netherlands were those that adopted this ISO Standard, viz. Shipra Path, Vidhyak Puri, Ramganj and Jhotwara