Cyberaba July 18 (PMI): In the light of Government vision to make Telangana State Police into a “Citizen Friendly” and to increase transparency, Rachakonda Police has started Rachakonda Citizen Feedback Services.
The system will take the feedback directly through telephonic communication from all the citizens who availed the Police Services from time to time including the petitioners, complainants.
Today this facility inaugurated by Sri. Anjani Kujar I.P.S., Addl. Director General of Police Law & Order Telangana State has inaugurated the above said facility in the presence of Sri. Mahesh Bhagwat I.P.S.., Commissioner of Police Rachakonda, Dr. Tarun Joshi I.P.S Jt. Commissioner of Police Rachakonda and other senior officers of Rachakonda Commissionerate.
The major objectives of the Citizen Feedback Services are to determine overall citizen satisfaction with various services provided by Rachakonda Police
and to take the feedback of the citizen for the service provided by the Rachakonda Police.
The system works as a four seater call Centre with specialized setup will have a capability to record the conversation.
A set of professionals having an experience in Call Centre Services will be stationed in the premises of Women Police Station Saroor Nagar.
These professionals will contact the Citizens (on random basis) through telephonic call to the number provided at the time of lodging the complaint in the police station.
Feedback software is integrated with call centre system wherein operators enter the feedback of the citizens.
A set of standard questions are framed to assess the Citizen Satisfaction levels including the Lacunas and suggestions to improve the performance level to the satisfaction of public.
Feedback so obtained will be analyzed and appropriate measures will be taken for improving the ‘Service Delivery standards’ to achieve better citizen satisfaction.
Citizen Satisfaction Rating’ will be one of the criteria for the performance appraisal of the concerned officer in addition to the other criteria. The identity of the citizens who have shared their feedback will be kept confidential.
Initially the department started taking feedback from citizens with varied services as follows:
Praja Dharbar by Commissioner of Police.
Handling ‘End-to-End’ FIR and investigation process, after completing investigation filing of charge sheet/final reports and also trial monitoring.
Passport Verification, job verification & Clearance.
Feedback of End-to-End handling Social media complainants.
Feedback on handling of ‘Dail 100’ calls.
Feedback on traffic challans/ MV Act enforcement.
Feed back on granting licenses/permission such as , Hotel License, Internet Cafe License, Gun License, Barat Procession License, permissions for cultural events etc.
The feedback system is in place on trial basis for the last couple of weeks has already started getting valuable feedback from citizens for improvement in various areas of service delivery.
We would like to expand the initiative to other services to cover it in larger bases. It is also proposed to bring the following services under feedback system shortly.
Emergency response management including the services of
Patrol and blue colts.
Service related to crime prevention.
Service related to court work and prosecution of offenders.
Service leading to enhancement of community safety and security.
After this program, Sri. Anjani Kujar I.P.S., Addl. Director General of Police Law & Order Telangana State in the presence of Sri. Mahesh Bhagwat I.P.S.., Commissioner of Police Rachakonda, Dr. Tarun Joshi I.P.S Jt. Commissioner of Police Rachakonda and other officers have planted the saplings as part of “Harita Haaram “Program.