ISO Certification for Better Policing The Rajasthan Experience

ISO Certification for Better Policing: The Rajasthan Experience Rajasthan Police Presented by Nina Singh, IGP 1

What is ISO Certification? n n n 2 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

ISO 9001: 2000 Standard - Some Facts n n 3 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.

Characteristics of QM Quality Control Quality Management Past Future Detect faults Prevent errors Look for guilty persons Look for defaults in the processes Accuse Help, Moderate, Facilitate Punish Motivate Micro-management Systematic and systemic management (Source: http: //www. cmrtv. org) 4

ISO as a vehicle for reform n n n 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 5

Why ISO in Police? n n 6 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, demotivated and suffer from low self esteem ‘Inspection’ as a monitoring tool has not proved adequate

Why Police Stations? n n 7 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’

Objectives of ISO 9001: 2000 Police Stations n n n 8 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

Phased Approach n n 9 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

ISO Police Stations Legend • ISO Police Stations 10 Total No of PS 41

Choice of Police Stations n n n 11 One police station in each district identified by the local SP Identification criteria included Ø Capability of the local leadership Ø Varying levels of crime and L&O situations Ø Both rural and urban police stations Some districts chose more than one police station

Implementation Stages n n n 12 Training of police station staff Identification of processes ØPrevention of crime & Maintenance of L&O ØRegistration of FIR & Investigation ØGeneral Services ØVIP Security Determine the sequence and interaction of these processes

Processes, their interaction and Customer Satisfaction Information received: Police Department Government General Public Other Sources Codes and Rules Records Prevention of crime and Law & Order Malkhana Security of VIP Investigation other management and works Records Correction and work as per instructions Registration of FIR General Services Audit Reports Training Customer Feedback Failure in performance Reasons and analysis of failures Corrective and Preventive action 13 Customer Satisfaction Management Review

Registration of FIR & Investigation Receipt of Information Non cognizable offences Decision on report Non cognizable Offences Entry in Register & Rojnamcha Action u/s 182 IPC, 211 IPC on false complaint Other reports Cognizable offences Lodging of FIR Missing persons Appointment of I. O. Enquiry on the spot Investigation of report at P. S. Relief to complainant Investigation at the place of incidence Completion of investigation & reporting Filing of FR/ Charge sheet in the Court Decision by Court 14 Breach of peace Justice to applicant

General services like Passport/ Character verification 15

Prevention of crime Challenges of increase in Crime & Maintenance of Law & Order. Nakabandi & Vehicle Checking Implementation of Beat System Identification of Crime prone area Attempts to prevent Crime Patrolling System Preventive Action Surveillance on Criminals 16 Community Policing System Decrease in Crime

Implementation Stages n 17 Determine criteria and methods to ensure effective operation and control of these processes Ø Preparation of organizational chart Ø Defining roles and responsibilities of personnel Ø Fixing objectives and time limits of the processes (Quality Objective)

Organizational Chart Pushpendra Singh Police Inspector Overall Incharge of all activity 18 Karan Singh ASI Likhma Ram SI Hajari Lal ASI Rajendra Kumar SI Jagan Singh ASI Nathu Singh ASI Rajendra Singh ASI Ram Singh ASI Godu 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 Contacts with NGOs Cleaniness, electricity/ water supply for P. S.

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) Rampal HC Rameswar Prashad Shankar Singh HC Brajraj Saini ASI Indra Devi HM (Record) Mukesh Kumar Ramprashad FC 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 FC Hawa Singh FC Jhabar Lal FC Bharat Singh FC Naresh Prakash FC Vijay Kumar FC Amar Chand FC Naththu Ram HC 19

Quality Objectives- Some Examples S. N. 20 Work details Objectives 1 Registering FIR & copy to complainant i) One page of FIR ii)Each additional page 2 Response time in reaching the spot a) Up to 1 km distance b) For every additional one km 3 Verification of Passport/ Character/ Arms license etc. 15 days 4 Enquiry for permission regarding use of Public Address System and Rallies 7 days 30 minutes 15 minutes 20 minutes Addition of 5 minutes per km

Quality Objectives- Some Examples S. N. 5 6 21 Work details 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 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 Objectives 30 days 60 days 90 days (% per annum) 100% disposal 25% disposal 50% disposal

Implementation Stages n n 22 Preparation of Standard Operating Procedures (SOPs) and Instructions Documentation as required by ISO Ø Quality Manual

List of SOPs 23 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

List of Instructions S. N. 24 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. / 004 5 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. / 017 18 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

Implementation Stages n n 25 Resources to support and monitor the operation Commitment at Management Level

Monitoring § Deputing Management Representatives (SI/ASI) § Feed Back § Corrective Actions § Preventive Actions 26

Audits & Management Reviews n n n 27 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)

Impact of ISO 9000: 2001 § Transparent Functioning Public display of stated policies and targets Ø Information desk Ø Mahila desk Ø System of Receipts Ø 28

Displays-Example 29

Information Desk 30

Women Desk 31

Receipt to complainants 32

Impact of ISO 9001: 2000 n n 33 Improved Accountability Ø Clear, well-defined responsibility matrix Improved Efficiency Ø Better time management Ø Better personnel management Ø Better resource management Ø Knowledge Management

Impact of ISO 9001: 2000 n 34 Participatory management Ø Leadership Qualities Ø Team building Ø Motivation Ø Commitment

Impact of ISO 9001: 2000 n 35 Increased Employee Satisfaction Ø Empowerment Ø Capacity building (Stress management, communication, soft skills etc) Ø Improved work environment (work stations, mess, barracks)

Work Station 36

Old Record Room 37

Record Room after ISO 38

Old Mal khana 39

Mal Khana after ISO 40

Mess 41

Old Barrack 42

New Barrack after ISO 43

Impact on Service Delivery § § § FIR registration became time bound Ø 30 minutes for first page Ø 15 minutes for every additional page Time taken to reach the crime spot reduced considerably Ø 20 minutes for the first km Ø 5 minutes extra for every addition in kms 90% of investigations completed within the time limit Ø 30 days bailable offence Ø 60 days for offences with 7 years of penalty Ø 90 days for offences with more than 7 years of penalty 44

Impact on Service Delivery § Reduction up to 50% in percentage of § n 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: Ø Summons: 5% to 20% Ø Bailable Warrants: 12% to 15% Ø Arrest warrants: 10% to 12% Ø Attachment of property warrants: 10% to 21% 45

Impact on Service Delivery n 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) Ø Ø Ø § Malkhana disposal increased up to 20% per § § 46 annum Retrieval of malkhana items in one minute Retrieval of records in one minute

External Audit Report Improvements Observed Ø Visible change in attitude Ø Good maintenance and retrieval of records Ø Improvement in general housekeeping Ø Increased people’s satisfaction on the basis of feedback 47

External Audit Report Areas of concern Ø More awareness needed regarding ISO among staff and senior officers Ø More involvement of supervisory officers (SP, Addl SP, Dy SP) needed Ø Shortage of manpower 48

IMPROVED SERVICE DELIVERY 49

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 50

Challenges n n 51 Resistance to change Misgivings about the concept Inadequacy of resources Ø Manpower Ø Equipment Ø Budget Factors beyond control

Recommendations n n 52 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

Visitor Comments “This is not an ISO police Station but an EYE OPENER Police Station. ” Shiv Khera International Motivator 53

Visitor Comments This Police Station have been completely turned around and is now a model Police Station…. . Admiral Madhvendra Singh Former Naval Chief 54

Visitor Comments I have not seen a Police Station like this in my life. I will be back for another visit Dr Bibek Debroy Economist 55

Visitor Comments “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 56 Member National Human Rights Commission

THANK YOU 57