Bhubaneswar, Sept 24 (LocalWire): Odisha Police have come up with a state-level call centre at State Crime Records Bureau here ahead of the implementation of the citizen-centric feedback outreach plan under Mo Sarkar initiative.
The outreach programme is being launched on 2 October, the 150th birth anniversary of Mahatma Gandhi.
Phone numbers of each complainant who visits police stations will be recorded and will be shared with chief minister to the superintendent of police.
‘We have developed a well-organised system to record feedback from citizens who come to police stations for various reasons,’ said Director General of Police BK Sharma who visited SCRB and reviewed the functioning of the State Call Centre.
The manners, etiquettes, behaviour and response of policemen with citizens will be under the scanner and those who receive a good feedback from the public will be suitably rewarded, he explained.
Similarly, Call Centres have also been established in all the districts, police ranges and police Commissionerate Bhubaneswar-Cuttack under the direct supervision of district superintendents of police, Deputy Inspector general of police and Commissioner of Police.
Call Center dashboard generates a random list of cases including FIRs, petitions and services in which feedback can be taken using mobile number of the complainant or petitioner.
An eight-item questionnaire on indicators like timeliness, effectiveness, language use, acknowledgement, contact information, follow-up information, courtesy and integrity is being used for feedback purposes.
The structured questionnaire is being used to give scores on a scale of one to five on all the eight parameters that is then used to assess the conduct of the concerned officer in a given situation.
Appropriate targeted corrective and disciplinary action is been taken to improve the functioning of police at the cutting-edge level.
DGP Sharma who took feedback in some of the cases said ‘a system of rewards and punishment will remain in place to encourage and motivate police personnel to achieve the aims and objectives of Mo Sarkar initiative of the government.’