In an attempt to improve their response as well as caller satisfaction, the Delhi Police are planning to set up a call centre to get feedback from people dialing the police control room helpline 100.
An inspector-level officer will call those who had called the 100 number and will take their suggestions to improve the system.
“There is no point in doing a job where the customer is not satisfied. It is our job to reach out to the person in distress and help him/her. To know whether the person is satisfied with our response, a unit will be set up in the PCR and feedback calls will be made to selected callers,” said a senior police officer requesting anonymity.
Currently, the Delhi Police monitors calls made to the control room but there is no system in place to check how the cops treated the caller after they reached him.
A vigilance unit now conducts random checking of the calls made to the control room.
A team listens to the recording of the call and then fills a register in which they have to record if there was any delay on the part of the respondent.
“The new system will check our staff’s response on the ground. Our aim is to increase the satisfaction level of the caller,” said TN Mohan, special commissioner of police (PCR).
On an average, 22,000 calls are received at the Delhi Police control room every day and in 7,000 cases, patrol vans needs to go to the spot.
In a bid to ensure satisfaction for callers, the Delhi Police are taking other measures also to ensure the person in distress is not troubled by the police personnel.
PCR vans will be equipped with cameras to monitor the behaviour of the police while responding to the call.