HYDERABAD: The Hyderabad police on Monday, as a part of ensuring citizen-friendly and responsive policing, announced the launch of ‘Citizen Satisfaction Feedback Services’.
A set of hired professionals with expertise in call centre services would ring up denizens at random to take feedback from those who have availed police services. The system has been operational on a pilot basis for the last one month from the commissioner’s office.
M Mahender Reddy, city police commissioner, told mediapersons on Monday that 150 persons, on an average, were being contacted everyday. “A set of standard questions are framed to assess the citizen satisfaction levels including the area of gaps and improvement required in our service. The feedback will be analysed and appropriate measures will be taken for improving the services,” he said.
The feedback so analysed will be collated police station or sub-unit wise and communicated back in a transparent manner once every month. The in-charges of sub-units concerned are required to share the feedback with their staff and take measures for continual improvement in the services.
Reddy said performance appraisal of the officers concerned would also depend on the citizen-satisfaction ratings. The identity of the citizen will be kept strictly confidential.
The department is, initially, taking feedback from citizens by directly calling them up on their phones whose numbers are available at the reception or front office services, citizen petition handling services, from citizen’s complaints, and also from numbers available for passport verification.
Later, traffic management, emergency response systems of patrol cars and Blue Colts, services relating to crime prevention, community policing, relating to court works and prosecution of offenders, and police services delivered through Mee-Seva would be added to the system.