Kerala - Kochi   

Police Control Room to get ISO certification soon

Anand Haridas

Control Room selected to run the pilot project

KOCHI: The City Police Control Room will soon get ISO 9001:2000 certification. Preliminary works have started to get the certification.

"We have held informal discussions with agencies issuing the certification. Based on this, we have forwarded a proposal to the State Government. Once the official approval is given, we can set the schedule to complete the ground works," Deputy Inspector-General of Police, Ernakulam Range, K. Padmakumar said.

This would be the first police station in the State to get ISO certification, though main police stations in the metros in the neighbouring States and Rajasthan have already got it. The certification is given to the standardisation of the functioning of the police station.

It may take anywhere between 10 months and one year to prepare the ground before going for certification. "The most important component will be analysing the gap between present condition and the expected standards and bridging it," he said.

The certificate is issued on the basis of parameters such as proper accent given on customers of the service, involvement of people, efficiency of the process and the system, objective decision-making and quality leadership.

Along with improving the infrastructure, training will be given to policemen and officers individually to improve the overall service rendered by the station. "The agencies will be interacting with us and counsel us in completing the groundwork required," Mr. Padmakumar said.

The Control Room has been selected to run the pilot project, as it was more structured in functioning compared to other police stations. However, the system could be extended to other stations, if it proves successful here. "Operation Facelift is already on at police stations, which is being monitored at the Superintendent of Police level. Once the work for ISO certification begins, one Assistant Commissioner could be made a nodal officer," he said.

The process is expected to cost around Rs.1 lakh for a single police station and annual recurring cost of Rs.10,000 to Rs.15,000 for renewing the certificate. For maintaining the quality standards of service, mechanisms for internal auditing and collecting constant feedback should be in place.

"One suggestion is to keep a visitor's book at each police station where the public coming there could write down their suggestions and complaints," he said.

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