On Monday, Delhi Police commissioner SN Shrivastava would be conducting a soft launch of the ambitious Integrated Complaint Management System (ICMS), which was being tested at select police stations and offices of joint commissioner of ranges and district DCPs. The software would be put into use at many more offices now.
Shrivastava said, “We are giving public grievance redressal a top priority status. We are doing comprehensive testing of ICMS with the focus on both speedy processing of complaints and information flow to complainants. The testing has been going on since August 15 and all police station staff have been trained in this regard.”
ICMS, which would be synced with the crime and criminal tracking system, would have several citizen-friendly features and offer interactivity, something that was not there earlier.
“Since we serve 1.2 crore Delhiites, apart from a sizeable floating population, we get 1.5 lakh complaints annually. The bulk of these complaints are received at the police station level in person or by post,” said a senior officer.
Under ICMS, the complaints sent by post or given as hard copy in person would be digitised and uploaded into the system. People would be able to access it on the Delhi Police website. “For each complaint, whether it is filed online or offline, an inquiry officer from the unit concerned will be assigned,” added the officer.
The entry of complaints would be done at all levels, including the commissioner’s office where the bulk of complaints are received. Once a complaint is marked to the inquiry officer concerned, his name and contact details would be sent to the complainant. This would enable the complainant to send all further evidence, photos, documentation, etc to the officer. The complainant would be automatically informed of the disposal of his complaint, along with the details.
“This system will bring in transparency and accountability, since an unregistered complaint can be misused. ICMS also has an extensive management information system, considering the size of the database with numerous variables. This will give the senior management an idea of the police stations receiving many complaints, and also the police station that is being most complained against,” said an official.
People can give their feedback on the handling and disposal of their complaints online and directly to senior officers too. “The complainant can call up the inquiry officer and seek details of developments in the case. Under ICMS, all file movements will happen in a time-bound manner. The complainant will be provided a resolution period. The ticket to close the complaint would be given after resolution is provided and feedback of satisfaction level is sought from the complainant,” said the officer.