The Uttar Pradesh police has announced that it will soon launch a Twitter-based platform to better attend to public complaints.
The ‘Twitter Sewa’ platform will record complaints tweeted to or tagged with the UP police’s twitter handle @UPPolice. It is being launched with the help of Twitter India. The UP police will be the country’s first to launch such a service throughout the state, said Rahul Srivastava, spokesperson to the UP DGP.
As per future planning, all complaints tweeted to different district police handles will also be diverted to the main UP police’s handle to enable better monitoring, officials said.
All tweeted complaints will be recorded on a centralised dashboard. A docket number will be allotted to each complaint after which it will be forwarded to the concerned district police for resolution.
The docket number can be used to keep a tab on the status of the complaint, which will be ‘open’ when the case is unresolved, ‘in process’ when the police responds and begins inquiry, and ‘closed’ when an FIR is lodged or action is taken.
The status will be indicated with changing colour codes.
“If the complainant further tweets some message, the colour code will automatically change on the dashboard, said Srivastava.
“Twitter Sewa is also a performance-monitoring system. It has analytics to monitor the performance of the district police. The Twitter handles of all eight inspector generals (zone), 18 deputy inspector generals and 75 district police have been configured on the website,” he added.
“Before its launch, the DGP issued an official circular asking all district police to be active on Twitter. For the launch, the social media cell of DGP headquarters has now been made a separate section. So far, we receive nearly 500-1000 complaints per day and it is not possible to monitor every tweet for action taken. However, Twitter sewa was mooted as an idea to help us monitor complaints. This facility is being developed by Twitter India,” Srivastava added.
A two-day training session was held to make UP police personnel more social media-savvy. More than 240 officers and personnel were trained in Twitter basics and the Twitter Sewa platform.
Officials added that they will soon be getting all district police, deputy inspector general and inspector general’ Twitter handles verified.
Twitter India handle @TwitterIndia tweeted, “We are committed to working with the @UPPolice in rolling out #TwitterSeva for real time complaint redressral.”(sic).
Officials have, however, cautioned that a complaint on twitter handle will not be considered as a legal FIR.
Twitter Sewa-like services have been in operation in several central ministries and the Bengaluru city police.