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: http://www.cmrtv.org)
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

49. IMPROVED
SERVICE
DELIVERY

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

57. THANK YOU