Pune City Police’s SEVA feedback system should be in all government offices : Swadheen Kshatriya

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Pune, December 10, 2019: The Pune City Police are always bound to provide excellent services to the citizens of Pune City. With this view in mind the Commissioner of Police Dr K Venktesham started the Service Excellence and Victim Assistance (SEVA) facility in Pune City from 1st September 2018 which was inaugurated by Swadheen Kshatriya, Chief Commissioner of Rights to Services, Maharashra, on Tuesday.

Kshatriya inaugurated SEVA office and tried to understand the functioning of SEVA. Deputy Commissioner of Police (crime) Bachchan Singh explained him about the journey of SEVA from the beginning, the working system, feedback mechanism etc. A live demo was also presented during this visit. During which the citizens expressed their satisfactory opinion regarding the services provided by SEVA.

Kshatriya appreciated SEVA facilities and said that he will be recommending the State Government to provide these SEVA services in all government offices in Maharashtra. He also mentioned that the office of Right to Services is bound to provide maximum services to the citizens.

Under SEVA, every citizen visiting the police station and chowkies are registered in the SEVA tab and the SEVA office at the Police commissioner office contacts the visitor/complainant and takes the feedback regarding their experience regarding the services provided to them. Till now 1,89,986 citizens have been contacted out of which the complains of 1,66,709 citizens have been solved. Officer of the rank Senor Police Inspector and above personally contact the citizen and ensure that the grievances has been solved. The NSS students have also visited police stations and contacted 28,345 citizens. 1,250 unsatisfied citizens were contacted and the SEVA office has solved their grievances.

InstaVaani, a rapid polling technology, has made analysis of the feedback of citizens on following heads:
1. Rating about satisfied citizens
2. Time given by Police
3. Rating regarding service provided by police
4. Rating of grievances solved

ISB – Indian School of Business, Hyderabad will be providing their valuable opinion for betterment of SEVA process. The number of citizens visiting to Mantralaya, Director General of Police (DGP) office and other senior offices has come down due to this successful services provided by SEVA. Simultaneously reducing the physical and mental stress of the citizens and increasing the trust of citizens on Pune Police.

The SEVA has been facilitated by “SKOCH Award” during the 56th SKOCH Conference held in 2018. On 14th Aug 2019, SEVA dedication programme was done by former Governor Vidyasagar Rao.

Senior police officers including Joint CP Ravindra Shishve, Addl CP (crime) Ashok Morale, DCP (Cyber &EOW) Sambhaji Kadam, ACP Dr Shivaji Pawar, Vijay Choudhari, Police Inspector Rajendra Mohite, Shilpa Chavan, Geeta Dorge and other staffs were present on the occasion.