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

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Presentation on theme: "1 ISO Certification for Better Policing: The Rajasthan Experience Rajasthan Police Presented by Nina Singh, IGP."— Presentation transcript:


2 1 ISO Certification for Better Policing: The Rajasthan Experience Rajasthan Police Presented by Nina Singh, IGP

3 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

4 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.

5 4 Characteristics of QM Quality ControlQuality Management PastFuture Detect faultsPrevent errors Look for guilty personsLook for defaults in the processes AccuseHelp, Moderate, Facilitate PunishMotivate Micro-managementSystematic and systemic management (Source:

6 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

7 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

8 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’

9 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

10 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

11 10 ISO Police Stations Legend ISO Police Stations Total No of PS 41

12 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

13 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

14 13 Information received:- Police Department Government General Public Other Sources Codes and Rules Records Prevention of crime and Law & OrderSecurity of VIPRegistration of FIRGeneral Services Investigation other management and works Audit Reports Training Customer Feedback Malkhana Records Customer Satisfaction Correction and work as per instructions Failure in performance Reasons and analysis of failures Management Review Corrective and P reventive action Processes, their interaction and Customer Satisfaction

15 14 Registration of FIR & Investigation Receipt of Information Non cognizable offences Cognizable offences Other reports Decision on 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

16 15 General services like Passport/ Character verification

17 16 Prevention of crime Challenges 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 Checking Implementation of Beat System Decrease in Crime

18 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)

19 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 warrantsWireless Management Nakabandi & Vehicle Checking Training of ISOSurveillance 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 Inspector Overall Incharge of all activity Organizational Chart

20 19 Karan Singh ASI Likhma Ram SINathu Singh ASIRajendra Kumar SIRam Singh ASIGuman Singh HC Hajari Lal ASIRajendra Singh ASI Jagan Singh ASIGodu Ram ASIHanuman Sahay HC (Night) Naththu Ram HC Rampal HCRameswar Prashad Shankar Singh HCBrajraj Saini ASIIndra Devi HM (Record) Mukesh Kumar FC Ramprashad FCSatyendra Kumar FC Rajendr Singh HCJai Singh FCMurlidhar (Mess) FC Bharat SinghRanveer Singh FC Babu Lal FCKailash Chand FCMangla Ram FCAnand Meena (Driver) FC Dinesh KumarBahadur Singh FC Shiv Kumar FCUmmaid Singh FCBhawar Lal FCSatish Kumar (Driver) FC Mahipal Singh FC Rajesh Kumar FCShtish Kumar FCSurendra Kumar FC Mohan Singh FCSunita (Lady Const.) Chandrapal FCMohan Lal FCShyoraj Singh FCLal Chand FCNeelam (Lady Const) Bharat Singh FC Kailash Chand FC Hari Prashad FCMahendra Kumar FC Ram Kumar FCMahaveer Prashad FC Shamkar Lal FC Murari Lal FCRamkumar FC Hawa Singh FCJhabar Lal FC Bharat Singh FCNaresh Prakash FC Vijay Kumar FCAmar Chand FC

21 20 Quality Objectives- Some Examples S.N.Work detailsObjectives 1Registering FIR & copy to complainant i)One page of FIR ii)Each additional page 30 minutes 15 minutes 2Response time in reaching the spot a) Up to 1 km distance b) For every additional one km 20 minutes Addition of 5 minutes per km 3Verification of Passport/ Character/ Arms license etc. 15 days 4Enquiry for permission regarding use of Public Address System and Rallies 7 days

22 21 Quality Objectives- Some Examples S.N.Work detailsObjectives 5Time 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 days 90 days 6Disposal 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% disposal 50% disposal

23 22 Implementation Stages Preparation of Standard Operating Procedures (SOPs) and Instructions Documentation as required by ISO  Quality Manual

24 23 List of SOPs S.N.ISO-9001 (Clause) SOPDocument no. 14-2-3Control of DocumentSOP/001 24-2-4Control of RecordsSOP/002 38-2-2Internal AuditSOP/003 48-3Control over non-conformitySOP/004 58-5-2Corrective ActionSOP/005 68-5-3Preventive ActionSOP/006 77-5Parameters & responsibilities for compliance of Instructions SOP/007

25 24 S.N.ISO-9001 (Clause) InstructionsDocument no 17-5Beat SystemInst./ 001 27-5Patrolling SystemInst./ 002 37-5Nakabandi & Vehicle checkingInst./ 003 47-5Surveillance over CriminalsInst./ 004 57-5Preventive actionInst./ 005 67-5Police Public Partnership SystemInst./ 006 77-5Community Liaision GroupsInst./ 007 87-5Arrangements for Private Security OfficialsInst./ 008 97-5Contact with NGOsInst./ 009 107-5Wireless managementInst./ 010 117-5History-sheetersInst./ 011 127-5Surveillance on Hardcore CriminalsInst./ 012 137-5Case Officer SchemeInst./ 013 147-5Supervision of Dak (Mail)Inst./ 014 157-5Women DeskInst./ 015 167-5Reception RoomInst./ 016 177-5Proclaimed OffendersInst./ 017 187-5Standing warrantsInst./ 018 197-5VIP security arrangementsInst./ 019 207-5Lodging of FIR & InvestigationInst./ 020 217-5Maintenance of ArmsInst./ 021 227-5Verification of General Passport, Arms License, Character Verification etc.Inst./ 022 237-5Management of “Malkhana”Inst./ 023 247-5Maintenance of vehiclesInst./ 024 257-5Record related workInst./ 025 List of Instructions

26 25 Implementation Stages Resources to support and monitor the operation Commitment at Management Level

27 26 Monitoring  Deputing Management Representatives (SI/ASI)  Feed Back  Corrective Actions  Preventive Actions

28 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)

29 28 Impact of ISO 9000:2001  Transparent Functioning  Public display of stated policies and targets  Information desk  Mahila desk  System of Receipts

30 29 Displays-Example

31 30 Information Desk

32 31 Women Desk

33 32 Receipt to complainants

34 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

35 34 Impact of ISO 9001:2000 Participatory management  Leadership Qualities  Team building  Motivation  Commitment

36 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)

37 36 Work Station

38 37 Old Record Room

39 38 Record Room after ISO

40 39 Old Mal khana

41 40 Mal Khana after ISO

42 41 Mess

43 42 Old Barrack

44 43 New Barrack after ISO

45 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

46 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%

47 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

48 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

49 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


51 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

52 51 Challenges Resistance to change Misgivings about the concept Inadequacy of resources  Manpower  Equipment  Budget Factors beyond control

53 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

54 53 “This is not an ISO police Station but an EYE OPENER Police Station.” Shiv Khera International Motivator Visitor Comments

55 54 This Police Station have been completely turned around and is now a model Police Station….. Admiral Madhvendra Singh Former Naval Chief Visitor Comments

56 55 I have not seen a Police Station like this in my life. I will be back for another visit Dr Bibek Debroy Economist Visitor Comments

57 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


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