Vikash Sharma

Bhubaneswar: Ahead of the roll-out of the ambitious ‘Mo Sarkar’ initiative of Odisha government on October 2, Director General (DG) Of Police BK Sharma on Tuesday reviewed the functioning of the call centres and collected feedback from various complainants coming to police stations for redressal of their grievances.

Under the Mo Sarkar initiative, Odisha CM Naveen Patnaik would be making calls to 10 complainants coming to police stations every day and enquire about how the people were treated at the police station.

At present, call centres are functioning from all districts, Range, and at State-level (State Crime Records Bureau).

Speaking to media, Sharma said "Police officers were imparted soft skill training while feedback was sought from people on several aspects including their experience at the police station, conduct of officers and other issues."

Sharma further stated that feedback from three complainants- one each from Bhubaneswar, Nayagarh and Nabarangpur were sought and necessary action would be taken based on their feedback. Also, report card of concerned police officer and police stations will be prepared as there is a provision for reward and punishment under the new initiative.

Call Center Dashboard generates a randomized list of cases including FIRs, Petitions and Services in which feedback can be taken using mobile number of the complainant or petitioner.

An eight-item questionnaire on indicators namely Timeliness, Effectiveness, Language Use, Acknowledgement, Contact Information, Follow- up information, Courtesy and Integrity is being used for collection of feedback.

This structured questionnaire is being used to give scores on a scale of one to five on all the eight parameters that is then used to assess the conduct of the concerned officer in a given situation.

“A system of rewards and punishment shall be in place for encouraging / motivating the Police Personnel in achieving the aims and objectives of 'Mo Sarkar' initiative of the Government. Police personnel who perform well in terms of manners, etiquettes, behaviour and response to citizens will be suitably rewarded’,” Sharma added.

Earlier, Odisha CM had interacted with over 600 police officers in the State through video-conferencing urging the cops to treat people coming to the police stations in more professional manner with humanity.


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