The next time you dial 100,you may get a call from the police to check if you were satisfied with the response. Delhi Police wants to keep a tab on police control room (PCR) operators and the new feedback system is expected to be in place by next month. Once the system is implemented,police personnel will ask you if your call was attended to properly and whether the service is up to the mark. Police have planned a separate channel to take feedback and submit the report to senior officers,who will then analyse the performance of the PCR. Seven officers one inspector,two sub-inspectors,three assistant sub-inspectors and a head constable will study PCR calls on a day-to-day basis and gather feedback from complainants. We have planned the system and will now set up the phone lines. The operators will be given a list of phone numbers of complainants who had made PCR calls on the previous day. The officers will then call those numbers to seek feedback from the complainants. They will also prepare detailed reports on a daily basis and send it to senior officers who will analyse PCRs performance, Special Commissioner of Police (Operations) T N Mohan said. Officers who are sensitised towards several issues,including issues related to women,and the ones who are fluent and courteous will be put on the job, he said. He said the exercise would not only help them identify problems related to PCR and improve them,but would also help keep a check on PCR operators through daily reports on their performance. From the list of PCR calls (numbers of complainants) given to operators,they have been directed to pick numbers depending on the gravity of the complaint,for feedback. The PCR gets more than 2,000 calls in a day. Obviously the operators would not be able to call all numbers for feedback. However,we have told them to focus on distress calls as the feedback on those calls is very important. It will help us ascertain whether the operators are sensitive and respond well to such calls, Mohan said.
