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Islamabad Police

Reforms in ICT Police


Police reforms are always needed in wake of new technologies, new challenges, new socio-political developments, and of course, with the rising public expectations for enhanced security, effective crime prevention strategies, and with the demand for an efficient, honest, accountable, professional, responsive and public friendly police. This need is always there in the history of the police, which continued down through the ages and obviously, will remain in future till the time we have the police as a first respondent to crimes and the only prime responding agency in any civil society for crime prevention and investigation.

IICT Police strongly holds the view that reforms in Police Stations, Supervisory Offices and Central Police Office are interlinked; bringing reforms only at Police Station level will not meet the expectations of the public.

For reforms in Police working, we have to understand what the expectations of citizens from Police are and how to address them.

Establishment of Model Police Stations

To address the expectations of citizens and to re-build soft image of Police, we have to segregate Core Policing and Non-Core Police work. Police Stations after necessary automation, upgradation of infrastructure/facilities and adoption of latest gadgets and technologies may focus on hard core policing e. g. Prevention, Investigation and Detection of Crime, whereas for Non-Core Police Work related to citizen services, dedicated separate state of the art facilities may be established outside Police Stations. To achieve this, ICT Police has initiated a program of Conversion of Traditional Police stations into e-powered Model Police Stations

This program aims to initiate reforms in following areas:
   • Change in Culture – Police: Public interface
   • Police Management Systems with E-Governance
   • Trainings of Police Officials
   • Investigation Methodology
   • Human Resource Management
   • Police Image Building
ICT Police is committed to improve efficiency and performance of Police Force in core Police work by making necessary BPR (Business Process Reengineering) as a model, and adopting latest technologies/automation of processes and development of modern infrastructure at Police Stations. Designated Help Desks at MPS and a designated front desk will be established in every Model Police Station. The desk will work as reception/welcome-desk for citizens coming in for their matters to MPS. The desk will be IT enabled and connected with back office functions through online MIS.

Few functions of the desk are given below:
   • Registration of complaints & issuance of computerized receipts
   • Auto generated SMS to visiting citizens
   • Registration in citizen feedback system for future reference and tracking
   • Call Centre Services
   • Time bound disposal of all complaints
   • Automated queries to be generated by supervisors, if complaints are not disposed-off (24 hours for SHO, 48 hours for SDPO, 7 days for SP or SSP, DIG and IGP)
   • Central Database – Dash Board for Monitoring.


Citizens Facilitation Centers

Second part of reforms is purely related to delivery of Police associated services to Citizens, which is carried out with ease under one roof in comfortable environment. This will not only help in changing the perception of citizens towards Police, it will also empower the citizens by providing easy access to Police services. Computerization of processes will bring transparency in procedures..
There are multiple sections in the Police department, which are involved in provision of services to citizens. Each section is providing one or more services using a different set of methods, which are either automated, or manual. The current system for provision of services by each section to the citizens has lots of problems and the general public is not satisfied due to one or more of the following reasons:

• Complicated Procedures
• Long Queues
• Multiple Visits Needed
• Outcome is in Suspense
• Gate keepers
• Poor Quality
• Mercy - not a right
• Intermediaries, shortcuts
• Uncomfortable environment
• Outdated techniques
• Heavy loaded Police Stations
• Inaccessible/ incompetent staff
• Business Processes Automation
• Technology


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