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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 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.

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Characteristics of QM Quality Control Quality Management

Past FutureDetect faults Prevent errorsLook for guilty persons Look for defaults in the

processesAccuse Help, Moderate,

FacilitatePunish MotivateMicro-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

QUALITY+CONSISTENCY 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 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

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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 9001:2000

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ISO Police Stations

Legend• ISO Police StationsTotal 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 L&O

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 L&O

Registration of FIR & Investigation VIP Security

Determine the sequence and interaction of these processes

General Services

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Information received:-Police DepartmentGovernmentGeneral PublicOther SourcesCodes and Rules

Records

Prevention of crime and Law & Order Security of VIP Registration of FIR General Services

Investigation other management and works

Audit ReportsTrainingCustomer Feedback

MalkhanaRecords

Customer Satisfaction

Correction and work as per instructions

Failure in performance

Reasons and analysis of failures

Management Review

Corrective and Preventive action

Processes, their interaction and Customer Satisfaction

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Registration of FIR & Investigation

Receipt of Information

Non cognizable offences Cognizable offences Other reports

Decisionon

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

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General services like Passport/ Character verification

Entry in relevant register

Appointment of Enquiry Officer by SHO

Verification of application of the applicant

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Report of HM record on application

Receipt of application for General Services

Report placed before SHO for perusal

Enquiry report sent to S.P. Office

Service to customer in specified time limit

Verification regarding residence of applicant Ration Card/ Voter Identity Card & copy of other documents. Verification by neighbour – Statement of two prominent persons

Matching of photo duly signed by EO & applicant on the form

Information about relatives-statements

Information about character- certificate and statements

- Enquiry of any other information that comes to the knowledge

Enquiry by HM administration -

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Prevention of crimeChallenges 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

CheckingImplementation of Beat System

Decrease in 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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Karan Singh ASI

Likhma Ram SIHajari Lal ASI

Rajendra Kumar SIJagan Singh ASI

Nathu Singh ASIRajendra Singh ASI

Ram Singh ASIGodu 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

Pushpendra Singh Police InspectorOverall Incharge of all activity

Organizational Chart

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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

Kailash Chand FC

Hari Prashad FC Mahendra Kumar FC

Ram Kumar FC

Mahaveer Prashad FC

Shamkar Lal FC

Murari Lal FC Ramkumar FCHawa Singh FC Jhabar Lal FCBharat Singh FC Naresh Prakash

FCVijay Kumar FC Amar Chand FC

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Quality Objectives- Some ExamplesS.N

.Work details Objectives

1 Registering FIR & copy to complainant

i) One page of FIR ii) Each additional page

30 minutes15 minutes

2 Response time in reaching the spot a) Up to 1 km distance b) For every additional one km

20 minutesAddition of 5 minutes per

km3 Verification of Passport/ Character/

Arms license etc.15 days

4 Enquiry for permission regarding use of Public Address System and Rallies

7 days

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Quality Objectives- Some Examples

S.N. Work details Objectives5 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 days90 days

6 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

(% per annum)

100% disposal

25% disposal50% disposal50% disposal50% disposal

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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 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

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S.N. ISO-9001 (Clause

)

Instructions Document no

1 7-5 Beat System Inst./ 0012 7-5 Patrolling System Inst./ 0023 7-5 Nakabandi & Vehicle checking Inst./ 0034 7-5 Surveillance over Criminals Inst./ 0045 7-5 Preventive action Inst./ 0056 7-5 Police Public Partnership System Inst./ 0067 7-5 Community Liaision Groups Inst./ 0078 7-5 Arrangements for Private Security Officials Inst./ 0089 7-5 Contact with NGOs Inst./ 009

10 7-5 Wireless management Inst./ 01011 7-5 History-sheeters Inst./ 01112 7-5 Surveillance on Hardcore Criminals Inst./ 01213 7-5 Case Officer Scheme Inst./ 01314 7-5 Supervision of Dak (Mail) Inst./ 01415 7-5 Women Desk Inst./ 01516 7-5 Reception Room Inst./ 01617 7-5 Proclaimed Offenders Inst./ 01718 7-5 Standing warrants Inst./ 01819 7-5 VIP security arrangements Inst./ 01920 7-5 Lodging of FIR & Investigation Inst./ 02021 7-5 Maintenance of Arms Inst./ 02122 7-5 Verification of General Passport, Arms License, Character

Verification etc.Inst./ 022

23 7-5 Management of “Malkhana” Inst./ 02324 7-5 Maintenance of vehicles Inst./ 02425 7-5 Record related work Inst./ 025

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 9000:2001 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 9001:2000 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 9001:2000 Participatory management

Leadership Qualities Team building Motivation Commitment

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Impact of ISO 9001:2000 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 people’s 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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“This is not an ISO police Station but an EYE OPENER Police Station.” Shiv KheraInternational Motivator

Visitor Comments

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This Police Station have been completely turned around and is now a model Police Station…..

Admiral Madhvendra Singh

Former Naval Chief

Visitor Comments

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I have not seen a Police Station like this in my life. I will be back for another visit

Dr Bibek DebroyEconomist

Visitor Comments

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“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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THANK YOU