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ISO Certification
forBetter Policing:
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What is ISO Certification? ISO stands for International
Organization for Standardization- worldwide federation of national standard
bodies with headquarters in Geneva,Switzerland
Accredited certification bodies auditorganizations for ISO certification for afee.
NABCB is the Accreditation Body inIndia
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ISO 9001:2000 Standard - Some
Facts Requirements for Quality Management
System
Aims to enhance customer satisfactionthrough the effective application of thesystem, including processes for
continual improvement of the systemand the assurance ofconformity tocustomer and applicable regulatory
requirements.
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Characteristics of QMQuality Control Quality Management
Past FutureDetect faults Prevent errorsLook for guilty persons Look for defaults in the
processesAccuse Help, Moderate,
FacilitatePunish Motivate
Micro-management Systematic and systemicmanagement
(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 effectiveimplementation
Knowledge Management by documentation andquality record keeping
Sustained checking for non-conformity and correctiveaction
Regular external audit of the processes and thequality 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 beingarbitrary, 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 citizensespecially those in distress
Processes defined by police manuals,
standing orders, rules etc Conventional tool of compliance isInspection
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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 policepersonnel deployed in police stations
To improve efficiency of the service
delivery to the citizens specially those indistress
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Phased ApproachVidhyak Puri police station in Jaipur City
was the first to initiate the process(2005)
BVQI (now BV) was chosen as theauditing/ certifying agency for itsimpeccable reputation
It was then extended to cover at leastone 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 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 includedCapability 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 & Maintenanceof L&O
Registration of FIR & Investigation
VIP Security
Determine the sequence andinteraction of these processes
General Services
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Information received:-Police DepartmentGovernmentGeneral PublicOther Sources
Codes and Rules
Records
Prevention of crime and Law & Order Security of VIP Registration of FIR GeneralServices
Investigationothermanagementand works
AuditReports
Training
CustomerFeedback
Malkhana
Records
Customer Satisfaction
Correctionandworkasperinstructions
Failure inperformance
Reasonsandanalysisoffailures
ManagementReview
CorrectiveandPreventiveaction
Processes, their interaction andCustomer Satisfaction
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Registration of FIR & InvestigationReceipt 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 IPCon false complaint
Breach of peaceMissing persons
Relief to complainant
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General services like Passport/
Character verification
Entry in relevantregisterAppointment of Enquiry Officer by SHO
Verification of application of theapplicant
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Report of HM record on application
Receipt of application for GeneralServices
ReportplacedbeforeSHOforperusal
Enquiry report sent to S.P. Office
Service to customer in specified time limit
Verification regarding residence ofapplicantRation Card/ Voter Identity Card © of other documents.
Verification by neighbour Statement
of two prominent personsMatching of photo duly signed by EO &applicant on the form
Information about relatives-statements
Information about character-certificate and statements
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Enquiry of any other information thatcomes to the knowledge
Enquiry by HM administration-
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Prevention of crime
Challenges of increase inCrime & Maintenance of Law
& Order.
Identification ofCrime prone area Community
Policing System
Patrolling
System
Surveillanceon Criminals
PreventiveAction
Attemptsto prevent Crime
Nakabandi &Vehicle Checking
Implementationof Beat System
Decrease in Crime
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Implementation Stages
Determine criteria and methods toensure effective operation and control
of these processes Preparation of organizational chart
Defining roles and responsibilities
of personnel Fixing objectives and time limits ofthe processes (Quality Objective)
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Karan SinghASI
Likhma Ram SIHajari Lal ASI
Rajendra Kumar SIJagan Singh ASI
Nathu Singh ASIRajendra Singh ASI
Ram Singh ASIGodu Ram ASI
Guman Singh HC
BeatArrangement
M.R. for QualityManagement as perISO System
Case OfficerScheme
Management ofMalkhana
RecordManagement
Receipt/Dispatch ofDak
PatrollingSystem
Control of Records& Documents ofISO
Lodging of FIR &Supervision ofinvestigation work
Maintenance ofArms etc.
Standing warrants WirelessManagement
Nakabandi &VehicleChecking
Training of ISO Surveillance onHardcore Criminals
Women DeskManagement
Arrest of Proclaimedoffender
Maintenance ofVehicles
Surveillance ofCriminals
Reception roomArrangement
Supervision ofenquiries ofComplaints
Maintenance ofGovt./ Non Govt. /Seized property
Compliance ofinstructions ofHuman RightCommission
Summon warrants
PreventiveAction
Arrangements forgetting feedbackfrom visitors&complainant
General Service eg.Verification ofPassport/ Licenseetc. & permission
Management ofLockup/ First aid
Maintenance ofHistory sheet
Reply of lettersreceived
CLG & PPCCArrangement
Analysis offeedback data
Maintenance of P.S./Mess/ Barrack
Filing of FR/ Challan& Istagasa u/s182,211 IPC in theCourt
Duty/ Patrolling/Leave management
Arrangementfor PrivateSecurityPersons
Arrangements forinternal audit
Maintenance ofcomputer,telephone, wireless& photo statmachine
Cleaniness,electricity/ watersupply for P.S.
Contacts with
NGOs
Pushpendra Singh Police InspectorOverall Incharge of all activity
Organizational Chart
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Karan SinghASI
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 RamHC
Rampal HC RameswarPrashad
Shankar Singh HC Brajraj Saini ASI Indra Devi HM(Record)
MukeshKumar FC
Ramprashad FC SatyendraKumar FC
Rajendr Singh HC Jai Singh FC Murlidhar (Mess)FC
Bharat Singh Ranveer SinghFC
Babu Lal FC Kailash Chand FC Mangla Ram FC Anand Meena(Driver) FC
Dinesh Kumar Bahadur SinghFC
Shiv Kumar FC Ummaid Singh FC Bhawar Lal FC Satish Kumar(Driver) FC
Mahipal SinghFC
Rajesh Kumar FC Shtish Kumar FC Surendra KumarFC
Mohan Singh FC Sunita (LadyConst.)
Chandrapal FC Mohan Lal FC Shyoraj Singh FC Lal Chand FC Neelam (LadyConst)
Bharat SinghFC
Kailash ChandFC
Hari Prashad FC Mahendra KumarFC
Ram Kumar FC Mahaveer PrashadFC
Shamkar Lal FC
Murari Lal FC Ramkumar FC
Hawa Singh FC Jhabar Lal FC
Bharat Singh FC Naresh PrakashFC
Vijay Kumar FC Amar Chand FC
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Quality Objectives- SomeExamples
S.N. Work details Objectives
1 Registering FIR & copy to complainanti) One page of FIR
ii) Each additional page
30 minutes
15 minutes
2 Response time in reaching the spota) Up to 1 km distanceb) For every additional one km
20 minutesAddition of 5minutes per km
3 Verification of Passport/ Character/ Armslicense etc.
15 days
4 Enquiry for permission regarding use ofPublic Address System and Rallies
7 days
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Quality Objectives- SomeExamples
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 days90 days
6 Disposal of Malkhana items(I) Disposal of seized property during the search ofarrested persons
(II) Relating to cases
(III) Seized u/s 102 CRPC(IV)Seized u/s 25 Police Act(V) Other items
(% per annum)100% disposal25% disposal
50% disposal
50% 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 & responsibilitiesfor compliance of Instructions
SOP/007
List of Instructions
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S.N. ISO-9001(Clause)
Instructions Document no
1 7-5 Beat System Inst./ 001
2 7-5 Patrolling System Inst./ 002
3 7-5 Nakabandi & Vehicle checking Inst./ 003
4 7-5 Surveillance over Criminals Inst./ 0045 7-5 Preventive action Inst./ 005
6 7-5 Police Public Partnership System Inst./ 006
7 7-5 Community Liaision Groups Inst./ 007
8 7-5 Arrangements for Private Security Officials Inst./ 008
9 7-5 Contact with NGOs Inst./ 009
10 7-5 Wireless management Inst./ 010
11 7-5 History-sheeters Inst./ 011
12 7-5 Surveillance on Hardcore Criminals Inst./ 012
13 7-5 Case Officer Scheme Inst./ 013
14 7-5 Supervision of Dak (Mail) Inst./ 014
15 7-5 Women Desk Inst./ 015
16 7-5 Reception Room Inst./ 016
17 7-5 Proclaimed Offenders Inst./ 01718 7-5 Standing warrants Inst./ 018
19 7-5 VIP security arrangements Inst./ 019
20 7-5 Lodging of FIR & Investigation Inst./ 020
21 7-5 Maintenance of Arms Inst./ 021
22 7-5 Verification of General Passport, Arms License, Character Verification etc. Inst./ 022
23 7-5 Management of Malkhana Inst./ 023
24 7-5 Maintenance of vehicles Inst./ 024
25 7-5 Record related work Inst./ 025
List of Instructions
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Implementation Stages
Resources to support and monitor theoperation
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 surveillanceaudits 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 (Stressmanagement, communication, softskills etc)
Improved work environment (workstations, 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 reducedconsiderably
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 ofpending 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 ofrecords
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 supervisoryofficers (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 inInternational Police Station Visitors
Week organized by ALTUS GlobalInternational, The Hague, Netherlandswere those that adopted this ISO
Standard, viz. Shipra Path, VidhyakPuri, Ramganj and Jhotwara
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Challenges
Resistance to change
Misgivings about the concept
Inadequacy of resourcesManpower
Equipment
Budget
Factors beyond control
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Recommendations
Objective evaluation for impactassessment
Processes found effective should beinstitutionalized
Resources and funds for ISO policestations should be supported by GOIfunding
Coverage should be scaled up
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This is not an ISO
police Station but an
EYE OPENER Police
Station.
Shiv Khera
International Motivator
Visitor Comments
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This Police Station have beencompletely turned around and is
now a model Police Station
..
Admiral Madhvendra Singh
Former Naval Chief
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I have not seen a Police Stationlike this in my life. I will be back for
another visit
Dr Bibek Debroy
Economist
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
needntworry about its image
P.C. SHARMA
Member
National Human Rights Commission
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THANK YOU