Importance of social media can’t be ignored in today’s world, addressing its importance, ‘Twitter Seva’ Project has been launched in the Uttar Pradesh Police department. It’s objective is to provide quick, efficient and real time grievance redressal system to the citizens of State, writes Arpit Gupta of Elets News Network (ENN)
UP Police is aiming to utilise Twitter’s platform for live, public conversations to drive efficient and effective customer service for millions of UP citizens. It is also expected that in coming days, this service would be integrated with the ‘Dial-100’ project. Nowadays, it is impossible to imagine the world without internet or online services. Computers or laptops with internet are part of every office and homes. Even governments are using internet as a tool to provide their citizens better governance. Understanding the needs of mass, Uttar Pradesh Police has launched the country’s first Twitter-based platform attend public complaints in a better way. UP Police has launched its ambitious ‘Twitter Seva’ project with the help of Twitter India. Under this project 122 Twitter handles have gone live at one-go in the State capital. The world’s largest police organisation of India’s most populous State, UP Police, serves almost 200 million people. The police department has deployed Twitter’s live customer service resolution ‘Twitter Seva’ in the whole police department.
UP Police is aiming to utilize Twitter’s platform for live, public conversations to drive efficient and effective customer service for millions of UP citizens. It is also expected that in coming days, this service would be integrated with the ‘Dial-100’ project
The complaints can be recorded at ‘Twitter Seva’ platform by tweeting to tagging with the UP police’s twitter handle @UPPolice. Citizens can simply tweet with their query to the police account. To enable better monitoring, all complaints tweeted to different district police handles will also be diverted to the main UP police’s handle.
Each tweeted complaint will be allotted a docket number after which it will be forwarded to the concerned district police for resolution. With the help of docket number, status of the complaint can also be checked 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 will also be used as a performance-monitoring system in form of analytics to monitor the performance of the district police. Website of Twitter Seva is configured with the Twitter handles of all 8 IGs (zone), 18 DIGs and 75 district police.
Director General of UP Police Javeed Ahmad has launched ‘Twitter Seva’ with the objective of improving overall civil safety and enhanced law and order by providing realtime service delivery and citizen interaction.
The UP police so far had just a Twitter handle which was activated a few months back and has some 46,000 followers. UP Police is aiming to utilize Twitter’s platform for live, public conversations to drive efficient and effective customer service for millions of UP citizens. It is also expected that in coming days, this service would be integrated with the ‘Dial-100’ project.
Fast, efficient and real time response to complaints and SoS’s will strengthen the relationship of 220 plus million population of the State with the UP Police. This service will definitely help the government in achieving all its objectives along with a peaceful 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.
Before UP Police, various Central ministries like Ministry of Railways, Ministry of External Affairs, Ministry of Telecom, Corporate Affairs Ministry and the telecom industry also using the similar platforms for addressing customer grievances and for providing better services.