A

Call Attendant Rank - PC

A.   The call attendee posted for 112 / 1031 / 1073 / Cyber Crime / MITRA / SOS / etc will ensure whether all Service Provider Lines are working (BSNL / Airtel / VodafoneIdea / JIO / etc) while taking over the shift and will record it.

B.  Will attend the call, collects caller details on the Emergency Support required. Records the information in Log Register and on the online application

C.  FMS will be sensitized on the same.

Pass it to the Call dispatcher or as contingency he himself will act as dispatcher.

**Dispatch of complaint will be on Wireless for Police while over phone to other departments in addition to the online support in Dial 112 application. (Follow instructions applicable for dispatcher)

B

Call dispatcher

Rank

SG-PC or

HC or

SG-HC

Scrutinize & classify the Emergency Support information

Select the appropriate authority to whom it as to be communicated for response. For complaints against Police Officers, SP (POP) will act as Nodal Officer as directed by DGP.

Communicates & records it

Communication media for despatcher  

1.     Preferably selects Wireless for Police and Land line phone for other departments.

2.    Hard copy sent through messenger

3.    Soft copy by Whatsapp and email

4.    Dispatcher shall watch for CCTV “Camera” symbol on the map near to the SOC and identify the location of CCTV marked on the online map of Dial 112 @ ERSS Application.

5.    Communicate the same to the IO or In-charge officer with whom the complaint is conveyed

COMPLAINTS RE-ROUTING

C

Duty Officer

or

Call dispatcher

SG-ASI / ASI / SG-SI / SI

1.     Will ensure all the above instruction for proper execution, if action not initiated then send reminder signal

2.    If ascertains that it related to some other authority on point of jurisdiction, then he re-directs the complaint / information to the jurisdictional authority and records the same

3.    If action taken, then records it and forward entire proceedings with his remarks to Shift Inspector for perusal.

COMPLIANCES

D

Duty Officer

or

Call dispatcher

SG-ASI / ASI / SG-SI / SI

1.  Getting COMPLIANCE from the officer with whom the compliant was communicated is the BACKBONE for “System Efficiency”

2.    In-charge will call back the officer concerned to ensure whether the complaint was attended to ensure “System RESPONSE”. 

3.  It is sensitized that, complaints are many types and all cannot be resolved. It is the duty & responsibility of the Officer. ERSS will focus only on RESPONDING to the complaint or Complainant was attended

FEEDBACK, GRADING & PENDENCY REMAINDER

E

Duty Officer

or

Call dispatcher

SG-ASI / ASI / SG-SI / SI

Getting FEEDBACK from the complainant is another BACKBONE to gain the trust & confident of the Citizen on the system @ ERSS and will ensure whether the compliance received from the officer concerned is True or False.

1.     In-charge will call back the complainant concerned to ensure whether the compliance recorded is correct @ complainant was attended to ensure “System RESPONSE”. 

2.  Response level - Excellent or Very Good or Satisfactory or Not attended will be recorded as “Grading”.

E

Shift Officer @ Command Center Supervisor (CCS)
Rank

Inspector

1.     Shift Inspector will cross verify in random with the complainant and records for the Compliances and Feedback on the “Emergency Response Support System” and its grading “Excellent / Very Good / Satisfactory”.

2.    Response Time: He will ensure grading of Response Time on day-to-day basis

3.    Upon satisfaction on the proceedings, he will close the complaint after review of recorded compliance & feedback from the application & Log Register by endorsing it.

Ensure maintenance of ERSS Application, updating the software and other components with special attention to the following utilizing FMS posted for the purpose

1.     Web Portal of ERSS @ 112: https://py.ners.in, as like CCTNS

2.    112 SOS Application: https://112.gov.in/

3.    Volunteers for SOS – Registered Volunteers to be verified

4.    Email - erss.py@112.gov.in

5.    Creating awareness programme on all components

Support system - PENDENCY DISPOSAL

F

Writer Section

Rank

PC or

SG-PC or

HC

1.  Data recorded in the Log Register will be recorded in computer in Excel format in writer section for updating pendency and to prepare pendency report.

2. Writer will provide pendency statement to Duty officer through shift inspector for follow-up action and liaising with appropriate authority and daily basis after roll call.

G

Duty Officer & Writer

1.     On every Sunday, the Duty Officer will update the pending disposal complaints for sending weekly remainder through Inspectors.

2.    Writer will prepare weekly reminders, Monthly reports in liaise with Duty Officer & Shift Officers

H

Weekly remainders

Shift Inspectors will ensure sending Weekly remainders to Nodal Officers on the pendency marking copy to DGP marking & SP(Wireless) to make the Support System live till disposal.

I

Monthly Report

Shift Inspectors will ensure sending Periodical monthly report with graphical analysis will be sent to DGP covering all activities including Traffic Spot fine as directed by DGP and any other instructions extended time to time.

J

Review Meetings

Periodical liaison meetings with nodal officers on pendency by Shift Officers and SP (Wireless) as deems fit will ensure proper systemic functioning of “Emergency Response Support System” of Central Police Control Room

K

FMS

1.  2 FMS deployed by C-DAC will ensure the periodical updating of the ERSS application

2.    They will ensure periodical configuration and customization of the application to suit the local requirements of Puducherry UT

3.  Ensure generation of all periodical reports online from the database of the ERSS application.

4.  Categorization of the Integrated Toll-Free being added as part of the Vision and Mission of the Project

5.  Liaise with C-DAC for developing MIS (Management of Information System) at the earliest. It is the backbone of the application for any type of “Analysis & Feedback to support Law & Order mechanism” 

6.    DVR with 8 Camera as CCTV network surveillance sponsored by Dr S. Bascarane, CDC-SP Wireless will be under the safe custody of FMS for data security.

L

Contacts

It is sensitized that Contacts details of various stake holders is the backbone of ERSS. Periodical updating of all contact details and to ensure its correctness is the must to proceed further during contingencies.

Contacts will be updated both on record as soft copy and in the ERSS Application by FMS without fail with the minimum gap period of not more than 3 months.

SN

Type

Status

Remarks

1

112 @ 100 @

Working

Dial 100 routed through 112 – 3 Attender / 3 Despatcher

2

1073 @ 2277503

Working

Traffic – 1 Attender cum Despatcher

3

1031  @ 18004251031

Working

G - Confidential - 2 Attender cum Despatcher

4

1930 – Cyber Crime

Working

Between 0900 to 1800 Hours - 2271244 Cyber Toll Free

5

MITRA mobile apps

Working

SOS App

6

9489205039

 Working

Whatsapp / SMS

7

Cable TV News (24x7)

Working

2 connections for monitoring News & others

8

FM New

Working

To create Awareness on ERSS / CCR Helplines

9

Social Medium                    

Working

FB / Twitter / Facebook / News Papers

10

2 TV + Computer

Working

ERSS Web, Social Media and posting Good Work

11

2271240

Working

SP (Wireless)

12

2274087

Working

Inspector CCR

13

2272474

Working

India 50/51(Wireless)

14

2277243

Working

I/c Dial 100

15

2271245

Working

I/c 1031

16

ERSS - FTTH / 1000446479/BB

Working

ISDN PRI BB dedicate to online Dial 112

17

2276790/ OFC – BB (2960790)

Working

OFC BB 100 MBPS – CCTV / Office / all staffs by wi-fi

18

CCTNS-PSWAN

Working

POP from D-Nagar PS-Speed 2mbps speed

19

CCTV in CCR

Working

8 cameras with DVR sponsored by Dr. S. Bascarane, SP Wireless