PUNE: MP Supriya Sule on Tuesday said that she will request the State home minister to replicate Pune city police’s SEVA and Bharosa Cell across the State.
She was speaking to media persons after inspecting the functioning of these cells at the police commissioner’s office.
The Pune city police had introduced a 24x7 online system of Service Excellence and Victim Assistance (SEVA) to help visitors and victims proactively and efficiently on September 1, 2018. A constable fills details of the visitor in a software and then calls are made by SEVA cell staff. Regular service quality assessment is done through a multi-layer process of internal and external feedback.
On Tuesday, Sule contacted the 2,00,000th person from the SEVA cell and the feedback was recorded.
Sule also visited Bharosa Cell. Under Bharosa Cell, the grievances related to women, children and senior citizens are looked into. It has got experts from law and medical fields to help resolve issues. With the help of NGOs, many juveniles in conflict with the law are getting skills training.
Sule said, “These innovative initiatives are helping citizens and to build confidence among people. I will request the State home minister to replicate these initiatives across the State. The Bharosa Cell should be started at the taluka level.”
Jt CP Ravindra Shisve, Additional Commissioner of Police (Crime) Ashok Morale, Deputy Commissioner of Police (Crime) Bachchan Singh, DCP (Zone 1) Swapna Gore and DCP (Cybercrime & EOW) Sambhaji Kadam were also present.
SEVA INSIGHTS
Over 2.27 lakh visitors have been registered. The data helps to develop insights like types of crimes, resolution time, peak time of visit, etc and accordingly, the personnel can be deployed. Based on the feedback, following are some of the areas where police stations can improve service delivery
- Attending to all complainants coming to police stations and chowkys and not turning them back
- Incharge of the police station to meet personally and call wherever he is not able to meet them
- Registration of complaint as per law and no unnecessary harassment of the complainant
- Staff to be cordial and sympathetic to the needs