Mapping the Complaint Filing Process

We started mapping the process of filing a complaint so as to get a sound understanding of all that takes place, and the interaction between a citizen and a policeman. This would later help us in identifying the key problem areas and map opportunities for design interventions. Apart from the process itself, the diagram shows the background and notions of the citizen as well as the pressures, notions, background and other factors influencing a policeman in that time and space. The process diagram is accompanied by (red) flags that describe what the policeman in the real scenario does (eg. increases/decreases weightage of complaint depending on influence, or tries not to file a FIR to show decreased crime rate in his area). Filing-a-complaint_System-MapSystemMap2SystemMap1SystemMap4SystemMap3Once the process diagram was in place, we started mapping opportunities for design interventions and flagged the different parts of the process where we felt the need for a change to be made. A brief discussion with our guide Mr. Rupesh Vyas also threw light on some of the issues that could be looked at (digitization of the “Dial 100” service with location based information so time is not lost in trying to explain where the incident has occurred, thereby decreasing response time). Postiting1Postiting3Postiting2

We are in the process of visualizing the results from the survey in order to understand the general citizen perspective as well. It will hopefully give us more insight so we can identify more problem areas and validate the ones that we have identified so far.

Few questions that this exercise has raised is whether we should increase or decrease interaction between the police and citizens. Is the goal to create hassle free processes or to curb corruption or to facilitate a better relationship or can all of these goals achieved together? Shouldn’t we also consider the workload of the policeman and look at ways in which that can be reduced as well? Would empowering the citizens with the information they require at the right time help in the given situation?

We hope to be able to find answers to these questions, and further go laterally and map out as many opportunities as possible before we start to shoot some of the ideas down after validation, and then focus on conceptualizing the ones with the most merit.


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