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Uttar Pradesh has become the first State in the country to roll out a Twitter-based platform to better attend to public complaints. The ambitious ‘Twitter Seva’ project, launched with the help of Twitter India, went live with 122 Twitter handles becoming operational at one-go in the State capital.

UP Police, the world’s largest police organisation serving almost 200 million people in India’s most populous State, deployed Twitter’s live customer service resolution solution ‘Twitter Seva’ in the whole police department.

The ‘Twitter Seva’ platform will record complaints tweeted to or tagged with the UP police’s twitter handle @UPPolice. Citizens can simply tweet with their query to the police account. 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, said Rahul Srivastava, spokesperson to the UP DGP.

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.

“Twitter Seva 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.

With the objective of improving overall civil safety and enhanced law and order, Director General of UP Police Javeed Ahmad launched ‘Twitter Seva’ to provide real-time service delivery and citizen interaction.

DGP while inaugurating the service said police personnel should now be more conscious of their responsibilities as everything would be under real time watch and that the process was going to be a mammoth exercise owing to the level of engagement with over 20 crore people. The UP police so far had just a Twitter handle which was activated a few months back and has some 46,000 followers.

He added that through this collaboration, UP Police is aiming to drive efficient and effective customer service for millions of UP citizens through Twitter’s platform for live, public conversations. In the coming days, this service would be integrated with the ‘Dial-100’ project which is slated to be launched in October.

Raheel Khursheed, Head of News, Government and Politics Partnerships, Twitter India said, “The idea behind the service is to provide the UP police, among other things, strengthening of its primary relationship with the citizens by providing fast, efficient and real time response to complaints and SoS’s raised by the 220 plus million population in the State.”

“It is the next level of public engagement wherein we have facilities like time stamping so that the whole process is not only transparent but also accountable,” Khursheed pointed out.

Elaborating on the services, Rishi Jaitly, VP-Asia-Pacific, Middle East and North Africa, informed that before the UP Police, the Twitter Seva-like services was being used by the Ministry of Railways, Ministry of External Affairs, Ministry of Telecom, Corporate Affairs Ministry and the telecom industry. It is also being used by the Bengaluru police.

“Its a great feeling to be in UP for the launch of this ambitious service and I am sure down the line, some years later, we all will be talking about its success.” Jaitly said.

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