ISO Certification for Better Policing: The Rajasthan Experience

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

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ISO 90012000 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.

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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)

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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
• QUALITYCONSISTENCY is the mantra

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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

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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

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Objectives of ISO 90012000 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

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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
  90012000

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ISO Police Stations

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

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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 LO situations
• Both rural and urban police stations
• Some districts chose more than one police station

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Implementation Stages

• Training of police station staff
• Identification of processes
• Prevention of crime Maintenance of LO
• Registration of FIR Investigation
• VIP Security
• Determine the sequence and interaction of these
  processes

• General Services

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Processes, their interaction and Customer
Satisfaction
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Registration of FIR Investigation
Receipt of Information
Non cognizable offences
Other reports
Cognizable offences
Lodging of FIR
Decision on report
Breach of peace
Missing persons
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
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General services like Passport/ Character
verification
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Prevention of crime
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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)

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Organizational Chart
Pushpendra Singh Police Inspector Overall
Incharge of all activity
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(No Transcript)
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Quality Objectives- Some Examples
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Quality Objectives- Some Examples
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Implementation Stages

• Preparation of Standard Operating Procedures
  (SOPs) and Instructions
• Documentation as required by ISO
• Quality Manual

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List of SOPs
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List of Instructions
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Implementation Stages

• Resources to support and monitor the operation
• Commitment at Management Level

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Monitoring

• Deputing Management Representatives (SI/ASI)
• Feed Back
• Corrective Actions
• Preventive Actions

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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)

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Impact of ISO 90002001

• Transparent Functioning
• Public display of stated policies and targets
• Information desk
• Mahila desk
• System of Receipts

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Displays-Example
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Information Desk
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Women Desk
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Receipt to complainants
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Impact of ISO 90012000

• Improved Accountability
• Clear, well-defined responsibility matrix
• Improved Efficiency
• Better time management
• Better personnel management
• Better resource management
• Knowledge Management

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Impact of ISO 90012000

• Participatory management
• Leadership Qualities
• Team building
• Motivation
• Commitment

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Impact of ISO 90012000

• Increased Employee Satisfaction
• Empowerment
• Capacity building (Stress management,
  communication, soft skills etc)
• Improved work environment (work stations, mess,
  barracks)

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Work Station
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Old Record Room
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Record Room after ISO
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Old Mal khana
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Mal Khana after ISO
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Mess
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Old Barrack
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New Barrack after ISO
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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

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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

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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

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External Audit Report

• Improvements Observed
• Visible change in attitude
• Good maintenance and retrieval of records
• Improvement in general housekeeping
• Increased peoples satisfaction on the basis of
  feedback

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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

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• IMPROVED
• SERVICE
• DELIVERY

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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

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Challenges

• Resistance to change
• Misgivings about the concept
• Inadequacy of resources
• Manpower
• Equipment
• Budget
• Factors beyond control

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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

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Visitor Comments

• This is not an ISO police Station but an EYE
  OPENER Police Station.
  
  
• Shiv Khera
• International Motivator

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Visitor Comments
This Police Station have been completely turned
around and is now a model Police Station..
Admiral Madhvendra Singh Former Naval Chief
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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
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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 neednt worry
about its image P.C. SHARMA
Member National Human Rights
Commission
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• THANK YOU