Case Studies | UP Police Emergency Helpline 112

Uttar Pradesh Police Emergency Hotline 112

Improving the Response Time

Development of Standard Operating Procedures (SOPs) by BPX

About UP Police

Neighbouring the national capital, Uttar Pradesh is one of the largest states in India with a population of over 200 million (Census 2011). The state has the largest police force in the world with a strength of approximately 2, 50,000 personnel in charge of providing safety and security to citizens and securing law enforcement in over 75 districts. As an economically-vibrant state with high urbanisation, busy markets, and massive traffic, policing is a tough job in Uttar Pradesh.

Launch of 112 by UP Police

For better services and the convenience of citizens, an integrated emergency helpline number 112 was launched in 2019 covering access to police, ambulance, fire brigade, and other services under the Emergency Response Support System. The objective is to reduce the response time in providing emergency assistance services to citizens in need. The idea of having one hotline number made it easier for the citizens to access assistance from one unified platform instead of having to remember different numbers for different crisis situations.

Problem Statement

After 112 operations took off, it was identified that considering the increasing popularity of 112 and external logistical challenges, there is a need to sharpen the operational planning and further improve the response time.

Solutions Developed by BPX (Mind-a-Mend Division)

KRA – KPI Scorecard (Duties and responsibilities of personnel, process performance tracking)

Risk Mitigation (Process risks/barriers with solutions/recommendations)

Visual SOPs – PRV (Visual/graphical representation of the workflow for easy and ready reference)

Visual SOPs – DCR (Visual/graphical representation of the workflow for easy and ready reference)

PRV Process Flow (Mapping and defining the standardised workflow)

DCR Process Flow (Mapping and defining the standardised workflow)

CO Process Flow (Mapping and defining the standardised workflow)