From the time we started our in-depth research, gathering insights and analyzing the problem areas , there have been couple of questions that we have not been to answer or those that are constantly been on our minds as concerns within the decision making process. These could be summed up as:
1. The Level Of Intervention: What is the level we should be looking to intervene? Zoom into a particular focus area of work around the entire system?
2. The Here and Now or the Future: What is the timeline to be focussed on? How do we decide whether to work on possible solutions for the here and now or look at solutions that will be for the future with respect to technology and medium?
3. The Issue of Verification: For any complaint to be filed as an F.I.R, it needs to be verified. How does this verification take place if the whole process is automated?
4. The Point Of View: A classic question of whose POV to look at the problem from and build solutions for? The Policeman or the Citizen?
5. Balance: If the POV of both are taken into consideration, how to make sure that there is a balance achieved for the cause of both stakeholders?
6. The Interaction Layer: An important observation in the study is that the interaction between the Policeman and the citizen is critical and its mandatory at certain levels to incorporate this.
7. Decision Making: How does an automated procedure cater to the decision making that is done by a human? Would it be correct to allow this to happen? If not, how do you ensure that a Policeman does not influence the citizen?
These questions and more are something we are still trying to answer.
After a lot of discussion, brainstorming and endless silent conversations within the self and each other, Akshan drew out The Ideal Scenario Map, putting together how we would like the system to function in a utopian scenario. This Ideal Scenario Map put a lot of things into place, showed ways that the paperwork and filing work could be reduced by interventions at various levels (that would be synced with each other)
In this map, the two scenarios of visiting a Police Station to report a complaint, and the case of the optional reporting through other media or locations are shown. The entire process of reporting and further filing a complaint with respect to every stage within every stage. It also fleshes out the entire process, and how various levels of manual filing are replaced through the digital medium and are synced within the system. It also shows how things information like dissemination to a citizen at the point of interaction, a feedback mechanism that becomes a rewarding system could work within the system, the follow up system and how it would work are shown.
The digitised version of the Ideal Scenario.
At an informal chat with our guide, Rupesh Vyas, we were able to gather a lot of suggestions and possible ways to work/ look at solutions at a systems level. Given his background of system design, information design and graphic design, Rupesh’s conversational and informal tone helped us to understand things that are complicated but could have very simple approaches. Highlights of the meeting:
- System levels changes can be done by helping making the process simple or the processing in itself easier
- As designers , we must intervene to reduce fatigue of the stakeholders
- Its important to understand and define the objectives earlier as well as seeing solutions from the point of view of design opportunities , per se.
- Perception and scenarios are very important.
With the help of some Police officials at Gandhinagar, we got the opportunity to visit the Gaikwad Haveli Police Station, Ahmedabad. This Police Station is one of the four Police Stations of Ahmedabad, that has been chosen to be part of the pilot project that would digitise their database and carry out all process electronically, once set.
The aim of the visit was to understand the electronic filing process and what the various steps that need to be taken for the same. Also to understand what the interface is like, how does it work and what else is done electronically in this particular Police Station.
However, the Police Station had only begun to digitise the database and the complaint filing process was not electronic yet. However, we took upon the chance to understand the entire filing process, the various stages it has to go through and through what all the Policeman needs to fill, read through and keep an account of.
We understood the various steps involved in the process, the space that its done in and some other things like storage, archival and documentation as well.
After understanding the whole process, we drew a conclusion that the amount of paperwork involved from the beginning to the end is immense, and its a huge workload on the Policeman himself. Also the fact that in involvment from the citizen side is rather low.
The Gaikwad Haveli Police Station is also one where there is a proper system of acknowledgment of good work done by the Policemen of the station. There is also in place a feedback system which allows citizens to write in/ post their complaints towards the Police Station if not satisfied.
This visit gave us an understanding of the actual process at the ground level even though we were not able to look at the electronic process. We were in a much better position to analyse and validate our understanding till now.