Bengaluru Police get a Twitter dashboard for real-time monitoring of plaints
Bengaluru city police now boasts of a specially designed dashboard to effectively manage complaints by citizens on the micro-blogging site.
The dashboard, created for the Bengaluru police by Twitter India, now allows realtime monitoring of complaints with an interface that helps the social media control room to engage much more gage much more effectively with the public.
The new dashboard becomes significant as all 146 police stations in the city -104 law-and-order and 42 traffic police stations -have their own twitter handles. Last week, officers from these police stations received a threeday training from Twitter India.
“So far, complaints came to us like any other post on Twitter. Now that we have our own dashboard, we no longer have to manually forward complaints to the jurisdictional police stations,“ Deputy Commissioner of Police (Command Control) MG Nagendra Kumar said. “Everything is automated now . When a person files a complaint, it directly goes to the concerned police station. We monitor each complaint at the command centre, including the time of complaint and time taken to respond and act upon it.“
All deputy commissioners and assistant commissioners, who will supervise responses by inspectors, have been trained to use the new dashboard. Deputy Commissioner of Police (City Armed Reserve) Abhishek Goyal, an IIT Delhi alum and one of the tech-savvy officers in the force, said: “It is about accountability towards twitter complaints. If there is no dashboard, it will be difficult to supervise and keep track of them,“ Goyal said.
A senior officer said that neglecting complaints on Twitter would lead to notices being issued to the jurisdictional deputy commissioners. “Strict directions have been issued. Their performance on Twitter will have a bearing on their promotions,“ the officer said.
Raheel Khursheed, head of news, politics and government at Twitter India, said: “The launch of Twitter Seva will enable Bengaluru Police to take their customer engagement and utility to the next level. The detailed analytics of the tweets will equip the police with insights about their audience along with the receptiveness and impact of their tweets. It will be a realtime service delivery and feedback gathering mechanism for the force. “ Cubbon Park police inspector C Balakrishna, who received the threeday training, said the new dashboard has improved his efficiency: “We call complainants wherever we have a contact number for extra information on the complaint,“ he said.