Commissioner of police (CP), Ambala-Panchkula, OP Singh plans to implement citizens’ charter in Panchkula and Ambala by making time-bound delivery of results mandatory.
With this, delivery of verification reports within seven days, disposal of a complaint within 10 days, spot visit by area response officer in 48 hours, verification by DSP-level officers in special report cases within 72 hours and visit to elderly people every 10 days will be made mandatory.
“I am sure that none of the moralising solutions in the air or enabling programmes underway is going to deliver a free registration and prompt response. We need a disruptive model,” said Singh.
The manpower requirement will be met by conducting an Inquiry and Verification Aptitude Test (IVAT), where a constable’s comprehension and précis writing skills will be evaluated. The one passing it will be given training in soft skills, writing verification reports and conducting inquiries.
“They will be detailed as area response officer for a particular sector/village with the mandate to dispose of complaints, verification and keep a tab on development over there. I have around 2,200 constables (in Ambala and Panchkula). Half of them, I am confident, are good enough to act as standalone and do things like keep an eye on developing situation, verifications and carry out simple inquiries. An IVAT score and designation of area response officer will give them self-belief, authority and popular acceptance. As many as 1,100 men and women, capable of intervening standalone, give me confidence to deliver my commitment on citizens’ charter,” he added.
Singh has earlier talked about starting beat system. He has called for setting up a research unit under the area gazetted officer which will process the complaints with the help of law officer and recommend an inquiry and FIR depending on the content and context within 24 hours.
After a citizen has submitted his complaint at beat box or response box, a helpline will call him to confirm the receipt of complaint and connect him to the area response officer. The area response officer will meet the complainant after taking prior appointment.
Incentive architecture will also be put in place in the form of area response officer of the week with clearly laid out performance parameters. “The mission statement will be put up everywhere reminding us that we are doing an important thing and we are capable of it. The citizens’ charter will give us clarity about what exactly to do,” said Singh.