Transforming policing through technology: Compol’s office calls complainants, seeks feedback

Following your recent visit to a police station within the Mangaluru commissionerate limits, you will now be asked about your experience. These inquiries encompass whether you encountered extended wait times while registering your case, the manner in which the police station staff assisted you, and whether any further assistance is required.

Yes! The Mangaluru commissionerate department has introduced a system aimed at boosting police station efficiency and enhancing public satisfaction with law enforcement services.

Upon registering a complaint at a police station, individuals will swiftly receive a follow-up call from the city police commissioner’s office, designed to gather feedback on their experience. The initiative’s objective is to ensure a prompt response to public concerns and uphold service quality.

Should any inadequacies arise from the initial contact, individuals are encouraged to communicate these issues to the inquiring officer. Delays in addressing matters are also brought to the attention of relevant personnel. The commissioner’s office mandates that such feedback be promptly transmitted to the respective police station, accompanied by a comprehensive report detailing subsequent actions taken.

There are a total of 20 police stations under the Mangaluru Police Commissionerate. With an average of 100-158 daily visitors, a select few individuals—typically three—are contacted by the Commissioner’s office for spontaneous inquiries.

Integration of modern technology

Incorporating modern technology into the process, police stations and departmental offices now feature QR codes, enabling citizens to directly submit information about their interactions to the Deputy Commissioner of Police (DCP) and the Commissioner. This dynamic system has evolved further, with the commissioner’s office proactively initiating direct phone calls to complainants.

The Mangaluru commissioner’s office receives as many as 30 feedback submissions daily via QR codes.

Feedback collection through QR codes has been integrated within the Mangalore Police Commissionerate’s jurisdiction. Furthermore, efforts have been made to solicit feedback from individuals not using this technology. The commissioner’s office employs undercover individuals as “decoys” to assess service quality by visiting police stations, ensuring comprehensive feedback, and underlining the commitment to improving public-police interactions.

The QR code feedback initiative was initiated by the Mangaluru police in April. Now it is known as the “Loka Spandana” project and has extended its scope to Bengaluru and other areas.

Positive impact

The unexpected calls from the police office have pleasantly surprised complainants, indicating a positive shift in public perception of law enforcement interactions.

“This innovative system is commendable. Its success in the district should be replicated statewide, fostering greater public trust,” Girish, a resident, said.

City Police Commissioner Kuldeep Kumar R. Jain emphasizes their goal of cultivating public trust and providing a more efficient and responsive police force. The innovative feedback system not only acts as a conduit for citizen input but also strengthens the relationship between the police and the community they serve.