Friendly Delhi Police Sets up Facilitation Desks with a Smile

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New Delhi: A 24/7 public facilitation desk to serve as a one-stop window to redress public grievances has been launched by the Delhi Police. The desk will work like a reception counter to run in all 182 police stations across the city. It will provide quick, hassle-free services to people visiting police stations, according to Delhi police. A team comprising of five to six police officials are being formed at each police station to manage the public facilitation desk. Members of the team have been trained in soft skills and public interaction by professionals. The initiative a brain child of SBK Singh, Special Commission of Police (Law and Order, North), the soft launch of the public facilitation desk was done at 89 police stations in the eastern, central and northern ranges last month. Positive feedback from the public impressed Delhi Police chief Alok Kumar Verma so much that he directed all district DCPs to start a one-stop desk across all police stations. Visitors will be greeted at the desk and served a glass of water by the desk in-charge. Singh said, “The next step will be to politely ask the visitor the purpose of visiting the police station and address his/her grievances patiently and professionally. The idea is to make people feel that they are welcomed at police stations”. “Apart from addressing grievances of visitors, the public facilitation desk will also guide them on routes to reach their destination and also help them locate a particular spot, like a market, shop, or residential lanes and colonies,” he said. A person visits the police station mainly to file a complaint or FIR. The cop managing the public facilitation desk will direct the visitor to the SHO or the police officer concerned for registration of the complaint, Verma said, according to Madhur Verma, DCP (north). “The public facilitation desk will also have an intercom facility though which the desk in-charge can directly connect to IOs and other personnel at the police station. If the visitor comes and asks for any particular police staff, the desk in-charge will connect the visitor to the staff using the intercom,” Verma said. If the police staff concerned is not there, the help desk staff will note down the details of the visitor, along with his/her contact number and the purpose of the visit, in the public facilitation desk register. The desk in-charge will also prepare a written note on a self-duplication slip, mentioning the visitor’s details. The slip will be handed over to the staff concerned once he/she is back at the police station. The police staff receiving the slip is required to call the visitor, inquire into and resolve his/her issue, reducing the complainant’s visits to the station. The action taken by the police officer on the visitor’s grievance will then be updated in the register. Singh added, the register will be examined by the SHO, ACP and the district DCP concerned. With this new step, visitors to police stations will never become “unnoticed” or “unregistered”.]]>

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