service processes and setting objectives for same

8/3/2019 Service Processes and Setting Objectives for Same

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ISO Certification

forBetter Policing:


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What is ISO Certification? ISO stands for International

Organization for Standardization- worldwide federation of national standard

bodies with headquarters in Geneva,Switzerland

Accredited certification bodies auditorganizations for ISO certification for afee.

NABCB is the Accreditation Body inIndia


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ISO 9001:2000 Standard - Some

Facts Requirements for Quality Management

System

Aims to enhance customer satisfactionthrough the effective application of thesystem, including processes for

continual improvement of the systemand the assurance ofconformity tocustomer and applicable regulatory

requirements.


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Characteristics of QMQuality Control Quality Management

Past FutureDetect faults Prevent errorsLook for guilty persons Look for defaults in the

processesAccuse Help, Moderate,

FacilitatePunish Motivate

Micro-management Systematic and systemicmanagement

(Source: http://www.cmrtv.org)
http://www.cmrtv.org/http://www.cmrtv.org/


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ISO as a vehicle for reform A set of procedures that covers all key processes

Monitoring mechanisms to ensure effectiveimplementation

Knowledge Management by documentation andquality record keeping

Sustained checking for non-conformity and correctiveaction

Regular external audit of the processes and thequality management system

Facilitating continual improvement

QUALITY+CONSISTENCY is the mantra


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Why ISO in Police? Police is generally perceived as a closed

organization with processes beingarbitrary, 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


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Why Police Stations? Police station is the most critical unit at

the cutting edge level

Provides variety of services to citizensespecially those in distress

Processes defined by police manuals,

standing orders, rules etc Conventional tool of compliance isInspection


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Objectives of ISO 9001:2000

Police Stations To ensure transparency in the

functioning of the police stations

To enhance accountability of the policepersonnel deployed in police stations

To improve efficiency of the service

delivery to the citizens specially those indistress


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Phased ApproachVidhyak Puri police station in Jaipur City

was the first to initiate the process(2005)

BVQI (now BV) was chosen as theauditing/ certifying agency for itsimpeccable reputation

It was then extended to cover at leastone police station in each district

In total, 41 police stations have

obtained ISO 9001:2000


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ISO Police Stations

Legend

ISO Police Stations

Total No of PS 41


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Choice of Police Stations One police station in each district identified

by the local SP

Identification criteria includedCapability 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


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Implementation Stages Training of police station staff

Identification of processes

Prevention of crime & Maintenanceof L&O

Registration of FIR & Investigation

VIP Security

Determine the sequence andinteraction of these processes

General Services


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Information received:-Police DepartmentGovernmentGeneral PublicOther Sources

Codes and Rules

Records

Prevention of crime and Law & Order Security of VIP Registration of FIR GeneralServices

Investigationothermanagementand works

AuditReports

Training

CustomerFeedback

Malkhana

Records

Customer Satisfaction

Correctionandworkasperinstructions

Failure inperformance

Reasonsandanalysisoffailures

ManagementReview

CorrectiveandPreventiveaction

Processes, their interaction andCustomer Satisfaction


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Registration of FIR & InvestigationReceipt of Information

Non cognizable offences Cognizable offences Other reports

Decisionon

report

Lodging of FIR

Enquiry on the spot

Appointment of I.O.

Investigation of report at P.S.

Investigation at the place of incidence

Completion of investigation & reporting

Filing of FR/ Charge sheet in the Court

Non cognizable Offences

Decision by Court

Justice to applicant

Entry in Register & Rojnamcha

Action u/s 182 IPC, 211 IPCon false complaint

Breach of peaceMissing persons

Relief to complainant
http://investigation.doc/


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General services like Passport/

Character verification

Entry in relevantregisterAppointment of Enquiry Officer by SHO

Verification of application of theapplicant

-

-

-

-

Report of HM record on application

Receipt of application for GeneralServices

ReportplacedbeforeSHOforperusal

Enquiry report sent to S.P. Office

Service to customer in specified time limit

Verification regarding residence ofapplicantRation Card/ Voter Identity Card &copy of other documents.

Verification by neighbour Statement

of two prominent personsMatching of photo duly signed by EO &applicant on the form

Information about relatives-statements

Information about character-certificate and statements

-

Enquiry of any other information thatcomes to the knowledge

Enquiry by HM administration-
http://gen_services.doc/


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Prevention of crime

Challenges of increase inCrime & Maintenance of Law

& Order.

Identification ofCrime prone area Community

Policing System

Patrolling

System

Surveillanceon Criminals

PreventiveAction

Attemptsto prevent Crime

Nakabandi &Vehicle Checking

Implementationof Beat System

Decrease in Crime
http://beat%20system.doc/


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Implementation Stages

Determine criteria and methods toensure effective operation and control

of these processes Preparation of organizational chart

Defining roles and responsibilities

of personnel Fixing objectives and time limits ofthe processes (Quality Objective)


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Karan SinghASI

Likhma Ram SIHajari Lal ASI

Rajendra Kumar SIJagan Singh ASI

Nathu Singh ASIRajendra Singh ASI

Ram Singh ASIGodu Ram ASI

Guman Singh HC

BeatArrangement

M.R. for QualityManagement as perISO System

Case OfficerScheme

Management ofMalkhana

RecordManagement

Receipt/Dispatch ofDak

PatrollingSystem

Control of Records& Documents ofISO

Lodging of FIR &Supervision ofinvestigation work

Maintenance ofArms etc.

Standing warrants WirelessManagement

Nakabandi &VehicleChecking

Training of ISO Surveillance onHardcore Criminals

Women DeskManagement

Arrest of Proclaimedoffender

Maintenance ofVehicles

Surveillance ofCriminals

Reception roomArrangement

Supervision ofenquiries ofComplaints

Maintenance ofGovt./ Non Govt. /Seized property

Compliance ofinstructions ofHuman RightCommission

Summon warrants

PreventiveAction

Arrangements forgetting feedbackfrom visitors&complainant

General Service eg.Verification ofPassport/ Licenseetc. & permission

Management ofLockup/ First aid

Maintenance ofHistory sheet

Reply of lettersreceived

CLG & PPCCArrangement

Analysis offeedback data

Maintenance of P.S./Mess/ Barrack

Filing of FR/ Challan& Istagasa u/s182,211 IPC in theCourt

Duty/ Patrolling/Leave management

Arrangementfor PrivateSecurityPersons

Arrangements forinternal audit

Maintenance ofcomputer,telephone, wireless& photo statmachine

Cleaniness,electricity/ watersupply for P.S.

Contacts with

NGOs

Pushpendra Singh Police InspectorOverall Incharge of all activity

Organizational Chart


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Karan SinghASI

Likhma Ram SI Nathu Singh ASI Rajendra Kumar SI Ram Singh ASI Guman Singh HC

Hajari Lal ASI Rajendra Singh

ASI

Jagan Singh ASI Godu Ram ASI Hanuman Sahay

HC (Night)

Naththu RamHC

Rampal HC RameswarPrashad

Shankar Singh HC Brajraj Saini ASI Indra Devi HM(Record)

MukeshKumar FC

Ramprashad FC SatyendraKumar FC

Rajendr Singh HC Jai Singh FC Murlidhar (Mess)FC

Bharat Singh Ranveer SinghFC

Babu Lal FC Kailash Chand FC Mangla Ram FC Anand Meena(Driver) FC

Dinesh Kumar Bahadur SinghFC

Shiv Kumar FC Ummaid Singh FC Bhawar Lal FC Satish Kumar(Driver) FC

Mahipal SinghFC

Rajesh Kumar FC Shtish Kumar FC Surendra KumarFC

Mohan Singh FC Sunita (LadyConst.)

Chandrapal FC Mohan Lal FC Shyoraj Singh FC Lal Chand FC Neelam (LadyConst)

Bharat SinghFC

Kailash ChandFC

Hari Prashad FC Mahendra KumarFC

Ram Kumar FC Mahaveer PrashadFC

Shamkar Lal FC

Murari Lal FC Ramkumar FC

Hawa Singh FC Jhabar Lal FC

Bharat Singh FC Naresh PrakashFC

Vijay Kumar FC Amar Chand FC


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Quality Objectives- SomeExamples

S.N. Work details Objectives

1 Registering FIR & copy to complainanti) One page of FIR

ii) Each additional page

30 minutes

15 minutes

2 Response time in reaching the spota) Up to 1 km distanceb) For every additional one km

20 minutesAddition of 5minutes per km

3 Verification of Passport/ Character/ Armslicense etc.

15 days

4 Enquiry for permission regarding use ofPublic Address System and Rallies

7 days


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Quality Objectives- SomeExamples

S.N. Work details Objectives

5 Time limit for completion of investigation(a) Bailable crimes(b) Non-bailable crimes

(I) With 7 years of punishment(II) With more than 7 years of punishment

30 days

60 days90 days

6 Disposal of Malkhana items(I) Disposal of seized property during the search ofarrested persons

(II) Relating to cases

(III) Seized u/s 102 CRPC(IV)Seized u/s 25 Police Act(V) Other items

(% per annum)100% disposal25% disposal

50% disposal

50% disposal50% disposal


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Preparation of Standard Operating

Procedures (SOPs) and Instructions Documentation as required by ISO

Quality Manual


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List of SOPs

S.N. ISO-9001(Clause)

SOP Document no.

1 4-2-3 Control of Document SOP/001

2 4-2-4 Control of Records SOP/002

3 8-2-2 Internal Audit SOP/003

4 8-3 Control over non-conformity SOP/004

5 8-5-2 Corrective Action SOP/005

6 8-5-3 Preventive Action SOP/006

7 7-5 Parameters & responsibilitiesfor compliance of Instructions

SOP/007

List of Instructions


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S.N. ISO-9001(Clause)

Instructions Document no

1 7-5 Beat System Inst./ 001

2 7-5 Patrolling System Inst./ 002

3 7-5 Nakabandi & Vehicle checking Inst./ 003

4 7-5 Surveillance over Criminals Inst./ 0045 7-5 Preventive action Inst./ 005

6 7-5 Police Public Partnership System Inst./ 006

7 7-5 Community Liaision Groups Inst./ 007

8 7-5 Arrangements for Private Security Officials Inst./ 008

9 7-5 Contact with NGOs Inst./ 009

10 7-5 Wireless management Inst./ 010

11 7-5 History-sheeters Inst./ 011

12 7-5 Surveillance on Hardcore Criminals Inst./ 012

13 7-5 Case Officer Scheme Inst./ 013

14 7-5 Supervision of Dak (Mail) Inst./ 014

15 7-5 Women Desk Inst./ 015

16 7-5 Reception Room Inst./ 016

17 7-5 Proclaimed Offenders Inst./ 01718 7-5 Standing warrants Inst./ 018

19 7-5 VIP security arrangements Inst./ 019

20 7-5 Lodging of FIR & Investigation Inst./ 020

21 7-5 Maintenance of Arms Inst./ 021

22 7-5 Verification of General Passport, Arms License, Character Verification etc. Inst./ 022

23 7-5 Management of Malkhana Inst./ 023

24 7-5 Maintenance of vehicles Inst./ 024

25 7-5 Record related work Inst./ 025

List of Instructions
http://malkhana.doc/


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Resources to support and monitor theoperation

Commitment at Management Level


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Monitoring

Deputing Management Representatives(SI/ASI)

Feed Back

Corrective Actions

Preventive Actions


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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 surveillanceaudits in three year cycle)
http://check%20list%20for%20shos.doc/


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Impact of ISO 9000:2001

Transparent Functioning

Public display of stated policies

and targets

Information desk

Mahila desk

System of Receipts


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Displays-Example


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Information Desk


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Women Desk


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Receipt to complainants


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Improved Accountability

Clear, well-defined responsibility matrix

Improved Efficiency Better time management

Better personnel management

Better resource management Knowledge Management


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Participatory management

Leadership Qualities

Team building Motivation

Commitment


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Increased Employee Satisfaction

Empowerment

Capacity building (Stressmanagement, communication, softskills etc)

Improved work environment (workstations, mess, barracks)


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Work Station


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Old Record Room


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Record Room after ISO


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Old Mal khana


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Mal Khana after ISO


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Mess


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Old Barrack


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New Barrack after ISO


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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 reducedconsiderably

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


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Reduction up to 50% in percentage ofpending 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%


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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


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External Audit Report

Improvements Observed

Visible change in attitude

Good maintenance and retrieval ofrecords

Improvement in general

housekeeping Increased peoples satisfaction on the

basis of feedback


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External Audit Report

Areas of concern

More awareness needed regarding

ISO among staff and senior officers

More involvement of supervisoryofficers (SP, Addl SP, Dy SP) needed

Shortage of manpower


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IMPROVED

SERVICE

DELIVERY


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Recognition

Police stations that topped inInternational Police Station Visitors

Week organized by ALTUS GlobalInternational, The Hague, Netherlandswere those that adopted this ISO

Standard, viz. Shipra Path, VidhyakPuri, Ramganj and Jhotwara


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Challenges

Resistance to change

Misgivings about the concept

Inadequacy of resourcesManpower

Equipment

Budget

Factors beyond control


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Recommendations

Objective evaluation for impactassessment

Processes found effective should beinstitutionalized

Resources and funds for ISO policestations should be supported by GOIfunding

Coverage should be scaled up


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This is not an ISO

police Station but an

EYE OPENER Police

Station.

Shiv Khera

International Motivator

Visitor Comments


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This Police Station have beencompletely turned around and is

now a model Police Station

..

Admiral Madhvendra Singh

Former Naval Chief

Visitor Comments


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I have not seen a Police Stationlike this in my life. I will be back for

another visit

Dr Bibek Debroy

Economist

Visitor Comments


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One needs to visit this police station if

one has to see the powerful impact that change

in behavior and attitude can have.

If all policemen or, even most of them

emulate the example of this PS , the police

needntworry about its image

P.C. SHARMA

Member

National Human Rights Commission

Visitor Comments


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