ISO Certification for Better Policing: The Rajasthan Experience
description
Transcript of ISO Certification for Better Policing: The Rajasthan Experience
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 Control Quality Management
Past FutureDetect faults Prevent errorsLook for guilty persons Look for defaults in the
processesAccuse Help, Moderate,
FacilitatePunish MotivateMicro-management Systematic 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 StationsTotal 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 DepartmentGovernmentGeneral PublicOther SourcesCodes and Rules
Records
Prevention of crime and Law & Order Security of VIP Registration of FIR General Services
Investigation other management and works
Audit ReportsTrainingCustomer Feedback
MalkhanaRecords
Customer Satisfaction
Correction and work as per instructions
Failure in performance
Reasons and analysis of failures
Management Review
Corrective and Preventive action
Processes, their interaction and Customer Satisfaction
14
Registration of FIR & Investigation
Receipt 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 IPC on false complaint
Breach of peace
Missing persons
Relief to complainant
15
General services like Passport/ Character verification
Entry in relevant register
Appointment of Enquiry Officer by SHO
Verification of application of the applicant
-
-
-
-
Report of HM record on application
Receipt of application for General Services
Report placed before SHO for perusal
Enquiry report sent to S.P. Office
Service to customer in specified time limit
Verification regarding residence of applicant Ration Card/ Voter Identity Card & copy of other documents. Verification by neighbour – Statement of two prominent persons
Matching 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 that comes to the knowledge
Enquiry by HM administration -
16
Prevention of crimeChallenges of increase in Crime & Maintenance of
Law & Order.
Identification of Crime prone
area Community Policing System
Patrolling System
Surveillance on Criminals
Preventive Action
Attempts to prevent
Crime
Nakabandi & Vehicle
CheckingImplementation of Beat System
Decrease in 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
Karan Singh ASI
Likhma Ram SIHajari Lal ASI
Rajendra Kumar SIJagan Singh ASI
Nathu Singh ASIRajendra Singh ASI
Ram Singh ASIGodu Ram ASI
Guman Singh HC
Beat Arrangement
M.R. for Quality Management as per ISO System
Case Officer Scheme
Management of Malkhana
Record Management
Receipt/Dispatch of Dak
Patrolling System
Control of Records & Documents of ISO
Lodging of FIR & Supervision of investigation work
Maintenance of Arms etc.
Standing warrants Wireless Management
Nakabandi & Vehicle Checking
Training of ISO Surveillance on Hardcore Criminals
Women Desk Management
Arrest of Proclaimed offender
Maintenance of Vehicles
Surveillance of Criminals
Reception room Arrangement
Supervision of enquiries of Complaints
Maintenance of Govt./ Non Govt. / Seized property
Compliance of instructions of Human Right Commission
Summon warrants
Preventive Action
Arrangements for getting feedback from visitors &complainant
General Service eg. Verification of Passport/ License etc. & permission
Management of Lockup/ First aid
Maintenance of History sheet
Reply of letters received
CLG & PPCC Arrangement
Analysis of feedback data
Maintenance of P.S./ Mess/ Barrack
Filing of FR/ Challan & Istagasa u/s 182,211 IPC in the Court
Duty/ Patrolling/ Leave management
Arrangement for Private Security Persons
Arrangements for internal audit
Maintenance of computer, telephone, wireless & photo stat machine
Cleaniness, electricity/ water supply for P.S.
Contacts with NGOs
Pushpendra Singh Police InspectorOverall Incharge of all activity
Organizational Chart
19
Karan Singh ASI
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 Ram HC
Rampal HC Rameswar Prashad
Shankar Singh HC
Brajraj Saini ASI Indra Devi HM (Record)
Mukesh Kumar FC
Ramprashad FC
Satyendra Kumar FC
Rajendr Singh HC
Jai Singh FC Murlidhar (Mess) FC
Bharat Singh Ranveer Singh FC
Babu Lal FC Kailash Chand FC
Mangla Ram FC Anand Meena (Driver) FC
Dinesh Kumar
Bahadur Singh FC
Shiv Kumar FC Ummaid Singh FC
Bhawar Lal FC Satish Kumar (Driver) FC
Mahipal Singh FC
Rajesh Kumar FC
Shtish Kumar FC
Surendra Kumar FC
Mohan Singh FC Sunita (Lady Const.)
Chandrapal FC
Mohan Lal FC Shyoraj Singh FC
Lal Chand FC Neelam (Lady Const)
Bharat Singh FC
Kailash Chand FC
Hari Prashad FC Mahendra Kumar FC
Ram Kumar FC
Mahaveer Prashad FC
Shamkar Lal FC
Murari Lal FC Ramkumar FCHawa Singh FC Jhabar Lal FCBharat Singh FC Naresh Prakash
FCVijay Kumar FC Amar Chand FC
20
Quality Objectives- Some ExamplesS.N
.Work details Objectives
1 Registering FIR & copy to complainant
i) One page of FIR ii) Each additional page
30 minutes15 minutes
2 Response time in reaching the spot a) Up to 1 km distance b) For every additional one km
20 minutesAddition of 5 minutes per
km3 Verification of Passport/ Character/
Arms license etc.15 days
4 Enquiry for permission regarding use of Public Address System and Rallies
7 days
21
Quality Objectives- Some Examples
S.N. Work details Objectives5 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 of arrested persons (II) Relating to cases(III) Seized u/s 102 CRPC (IV)Seized u/s 25 Police Act(V) Other items
(% per annum)
100% disposal
25% disposal50% disposal50% disposal50% disposal
22
Implementation Stages
Preparation of Standard Operating Procedures (SOPs) and Instructions
Documentation as required by ISO Quality Manual
23
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 & responsibilities for compliance of Instructions
SOP/007
24
S.N. ISO-9001 (Clause
)
Instructions Document no
1 7-5 Beat System Inst./ 0012 7-5 Patrolling System Inst./ 0023 7-5 Nakabandi & Vehicle checking Inst./ 0034 7-5 Surveillance over Criminals Inst./ 0045 7-5 Preventive action Inst./ 0056 7-5 Police Public Partnership System Inst./ 0067 7-5 Community Liaision Groups Inst./ 0078 7-5 Arrangements for Private Security Officials Inst./ 0089 7-5 Contact with NGOs Inst./ 009
10 7-5 Wireless management Inst./ 01011 7-5 History-sheeters Inst./ 01112 7-5 Surveillance on Hardcore Criminals Inst./ 01213 7-5 Case Officer Scheme Inst./ 01314 7-5 Supervision of Dak (Mail) Inst./ 01415 7-5 Women Desk Inst./ 01516 7-5 Reception Room Inst./ 01617 7-5 Proclaimed Offenders Inst./ 01718 7-5 Standing warrants Inst./ 01819 7-5 VIP security arrangements Inst./ 01920 7-5 Lodging of FIR & Investigation Inst./ 02021 7-5 Maintenance of Arms Inst./ 02122 7-5 Verification of General Passport, Arms License, Character
Verification etc.Inst./ 022
23 7-5 Management of “Malkhana” Inst./ 02324 7-5 Maintenance of vehicles Inst./ 02425 7-5 Record related work Inst./ 025
List of Instructions
25
Implementation Stages Resources to support and monitor
the operation Commitment at Management Level
26
Monitoring Deputing Management
Representatives (SI/ASI) Feed Back Corrective Actions Preventive Actions
27
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)
28
Impact of ISO 9000:2001 Transparent Functioning
Public display of stated policies and targets
Information desk Mahila desk System of Receipts
29
Displays-Example
30
Information Desk
31
Women Desk
32
Receipt to complainants
33
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
34
Impact of ISO 9001:2000 Participatory management
Leadership Qualities Team building Motivation Commitment
35
Impact of ISO 9001:2000 Increased Employee
Satisfaction Empowerment Capacity building (Stress
management, communication, soft skills etc)
Improved work environment (work stations, mess, barracks)
36
Work Station
37
Old Record Room
38
Record Room after ISO
39
Old Mal khana
40
Mal Khana after ISO
41
Mess
42
Old Barrack
43
New Barrack after ISO
44
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
45
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%
46
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
47
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
48
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
49
IMPROVED SERVICE DELIVERY
50
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
51
Challenges Resistance to change Misgivings about the concept Inadequacy of resources
Manpower Equipment Budget
Factors beyond control
52
Recommendations Objective evaluation for impact
assessment Processes found effective should
be institutionalized Resources and funds for ISO police
stations should be supported by GOI funding
Coverage should be scaled up
53
“This is not an ISO police Station but an EYE OPENER Police Station.” Shiv KheraInternational Motivator
Visitor Comments
54
This Police Station have been completely turned around and is now a model Police Station…..
Admiral Madhvendra Singh
Former Naval Chief
Visitor Comments
55
I have not seen a Police Station like this in my life. I will be back for another visit
Dr Bibek DebroyEconomist
Visitor Comments
56
“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 needn’t worry about its image…”
P.C. SHARMA Member
National Human Rights Commission
Visitor Comments
57
THANK YOU