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Coimbatore city police launches Integrated Voice Feedback System (IVFS)

Coimbatore city police launches Integrated Voice Feedback System (IVFS)

To improve civil-police relations, the city police will soon launch a system to get the feedback of the complainants through the integrated voice feedback system (IVFS) over the phone.

The petitioners will also be asked to rate the police stations where they have submitted their petitions. “More than 200 complainants visit police stations in the city daily. It is an uphill task to reach everyone the next day to get their ratings about the police stations. So, we will be using the integrated voice feedback system (IVFS). Using the system, calls will be made automatically to the complainants,” city police commissioner V Balakrishnan said.

He said his voice was recorded for the IVFS in Tamil and English. A senior police officer said, “The complainants will get the city police commissioner’s recorded voice. They will be asked to answer eight questions, including how they were treated at the police stations and their suggestions to improve the functioning of police. They will also be asked to rate the police station. The city police commissioner and other senior police officers will have access to the ratings through a software called GREAT (grievance redressal and tracking).”

If any police station gets lower ratings, the station house officer (SHO) will be asked to visit the office of the city police commissioner. The commissioner will discuss with the SHO to improve the functioning of the police station.
“The new system will be launched next month,” said Balakrishnan.

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With the help of Coimbatore-based Prompt Infotech, the city police introduced the software GREAT (grievance redressal and tracking) on February 3, 2023. The complainants’ details are fed into the software.

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