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ISO Certification for Better Policing: The Rajasthan Experience

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Presentation on theme: "ISO Certification for Better Policing: The Rajasthan Experience"— Presentation transcript:

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 (Source:
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:

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 Stations Total 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 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 Security of VIP Registration of FIR General Services Investigation other management and works Audit Reports Training Customer Feedback Malkhana Customer Satisfaction Correction and work as per instructions Failure in performance Reasons and analysis of failures Management Review Corrective and Preventive action

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

15 General services like Passport/ Character verification

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

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 Pushpendra Singh Police Inspector
Organizational Chart Pushpendra Singh Police Inspector Overall Incharge of all activity 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 Cleaniness, electricity/ water supply for P.S. Contacts with NGOs

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 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 Naresh Prakash FC Vijay Kumar FC Amar Chand FC

20 Quality Objectives- Some Examples
S.N. Work details Objectives 1 Registering FIR & copy to complainant i) One page of FIR ii) Each additional page 30 minutes 15 minutes 2 Response 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 3 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 Objectives 5 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 days 90 days 6 Disposal of Malkhana items Disposal of seized property during the search of arrested persons Relating to cases Seized u/s 102 CRPC Seized u/s 25 Police Act Other items (% per annum) 100% disposal 25% disposal 50% 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 List of Instructions S.N. ISO-9001 (Clause) Instructions Document no 1
7-5 Beat System Inst./ 001 2 Patrolling System Inst./ 002 3 Nakabandi & Vehicle checking Inst./ 003 4 Surveillance over Criminals Inst./ 004 5 Preventive action Inst./ 005 6 Police Public Partnership System Inst./ 006 7 Community Liaision Groups Inst./ 007 8 Arrangements for Private Security Officials Inst./ 008 9 Contact with NGOs Inst./ 009 10 Wireless management Inst./ 010 11 History-sheeters Inst./ 011 12 Surveillance on Hardcore Criminals Inst./ 012 13 Case Officer Scheme Inst./ 013 14 Supervision of Dak (Mail) Inst./ 014 15 Women Desk Inst./ 015 16 Reception Room Inst./ 016 17 Proclaimed Offenders Inst./ 017 18 Standing warrants Inst./ 018 19 VIP security arrangements Inst./ 019 20 Lodging of FIR & Investigation Inst./ 020 21 Maintenance of Arms Inst./ 021 22 Verification of General Passport, Arms License, Character Verification etc. Inst./ 022 23 Management of “Malkhana” Inst./ 023 24 Maintenance of vehicles Inst./ 024 25 Record related work Inst./ 025

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


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

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

55 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

56 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 Member National Human Rights Commission


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