Pune police’s SEVA to resolve grievances

ST CORRESPONDENT
Saturday, 20 April 2019

Police Commissioner Dr K Venkatesham said, “If the visitor is not satisfied, then the matter is escalated to senior officers. We have ensured that senior officers also randomly call up visitors to know about their experiences.”

PUNE: Taking one more step closer to the public, Pune city police have now equipped all 102 police chowkies under 30 police stations with tablets, to help visitors in an efficient and proactive way under the SEVA (Service Excellence and Victim Assistance) system. For the last six months, such tablets are available at police stations.

A constable has been entrusted with the job to jot down details of every person visiting the police chowki/ station. The constable has been given a tablet and feeds name, phone number and photo of the visitor. Using the data, a team sitting at the control room at the Police Commissioner’s Office in Camp, calls every person on the next day to know about their experience and whether they are satisfied with the services. Every day 300 to 400 persons are being called up to get their feedback.

Police Commissioner Dr K Venkatesham said, “If the visitor is not satisfied, then the matter is escalated to senior officers. We have ensured that senior officers also randomly call up visitors to know about their experiences.”

For better monitoring, there is a team of senior officers comprising Additional CP (East Region) Sunil Phulari, DCP (Zone 2) Bachchan Singh and ACP (Operations)  Deepak Humbre. The team which calls for feedback includes PSI Baban Gaikwad, Police Naik Swati Raut, constables Swati Poman, Savita Kalaskar and Prashant Adak. 

WHAT IS SEVA SYSTEM?
Police officials have claimed that the satisfaction level among citizens has gone up to 97 per cent. The system is called Service Excellence and Victim Assistance (SEVA) and it was launched on September 1 last year. Earlier this year, SEVA had got the ‘Order of Merit’ award at the 56th Skoch Summit 2019.

Related News