Published On: Fri, Apr 1st, 2016

Delhi Police follows Railways to deal public grievances on Twitter

New Delhi: The Delhi Police Chief is indicating to the grievance redress mechanism in the Delhi Police organisation has set on, where else, but Twitter!

“The Delhi Police officials will take the grievances shared on Twitter more seriously and mark the complaint to the concerned police station," said Delhi Police Commissioner Alok Verma.

“The Delhi Police officials will take the grievances shared on Twitter more seriously and mark the complaint to the concerned police station,” said Delhi Police Commissioner Alok Verma.

Following the Indian Railways, Delhi Police have devised a mechanism to deal public grievances on Twitter.

A presentation on this matter was made before the Delhi Police Commissioner Alok Verma, who further directed his officials to handle such complaints at the earliest.

“Public grievances should be dealt with separately, as is being done by the Indian Railways. Whenever there is a grievance posted on Twitter, there should be a system to mark it immediately to the concerned officer, so that he can take necessary actions as soon as possible,” said verma, during a meeting on 22 March.

he Indian Railways has been proactively using Twitter to address public grievances.
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“The Delhi Police officials will take the grievances shared on Twitter more seriously and mark the complaint to the concerned police station or SHO for immediate action. So far, Twitter has just been a way of highlighting the good works carried out by the Delhi Police. Indian Railways has a great system of reacting to public concerns, they reply immediately with action.”

“Indian Railways has installed a special software that can differentiate tweets on the basis of sentiments. There have been hundreds of examples where the Indian Railways has taken action within few minutes after getting tweets from passengers in need,” said Verma, who is keen to adapt the model which is helping the Indian Railways.

“People can easily convey their concerns to senior police officials including the Delhi Police commissioner,” a official said.

After Alok Verma took over charge on 2 March, he directed Delhi Police to give more emphasis to the tweets directed to the police department.

For instance, a Twitter user posted an update on the dead body of a child found in Dwarka and marked it to Verma.

Verma immediately asked the Deputy Commissioner of Police (south-west Delhi) to share an update regarding the case.

“People can now easily post and share their concerns on Twitter and soon the concerned officer will get back. People can also share information related to crime in their respective areas,” an official said.

Inputs with Mail Today

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