24 September 2019
Bhubaneswar: Odisha Police have developed a system for recording feedback from citizens who come to the police station. To check the functionality and efficiency of the system DGP BK Sharma today reviewed the Call Centre at State Crime Records Bureau.
Sharma called up litigants and sought their feedback over behaviour of police personnel at the police stations. He stated that a system of rewards and punishment shall be put in place for encouraging cops in achieving the aims and objectives of Mo Sarkar initiative of the State Government.
"Police personnel who perform well in terms of manners etiquettes, behaviour and response to citizens are being suitably rewarded," Sharma said. He expressed satisfaction over the functioning of the State police' call centre.
An eight-item questionnaire on indicators - Timeliness, Effectiveness, Language Use, Acknowledgement, Contact Information, Follow-Up information, Courtesy and Integrity is being used for collection of feedback. This structured questionnaire is being used to give scores from one to five on all eight parameters that is used to assess the conduct of the police personnel in a given situation.
“Odisha Police has taken a number of steps for effective implementation of Mo Sarkar initiatve of the State Government which will be launched on October 2, 2019. Appropriate targeted corrective/disciplinary action is being taken for improving the functioning of police at cutting edge level," a press note from the State Police Headquarters read.
Call centres have also been established in all districts, Ranges, and Police Commissionerate which function under the direct supervision of the SPs, DIGs and the Police Commissioner respectively. Call centre dashboard generates a randomised list of cases including FIRs, petitions and services in which feedback can be taken using the mobile numbers of the complainant or petitioner.