‘Dial 100’ – Modernization of Police Control Room
State Crime Records Bureau

A. Problem Analysis

 1. What was the problem before the implementation of the initiative?
• Effective ICT solution was required for management of Police Control room for quick response to the scene. • Modernization and transformation of the overall system with the aid of computerized systems and solutions to embark on the cases and criminals in minimal time • Surveillance, Telephony, Access Controls, Communication systems (internal and external) were required to bring in more effectiveness and integration of overall transformation • There was human intervention between Police Control Room and Health Emergency Management Response (108 EMRI services) helpline. This manual intervention led to time lag in communication to respond to emergency services. • Considering the geographical and demographical spread of the state, reliable spatial inputs were also required with the help of geo-informatics solution. • Effective computer aided telephony was required in place for auto pop-up, call forwarding, conferencing, etc. • Single touch point for incident reporting was required in the form of Dial 100 which had strong backend hierarchy of the systems.

B. Strategic Approach

 2. What was the solution?
The Solution was proposed by the Police Department, Government of Gujarat for overall modernization of the Control room functions in order to bring in efficiency in overall functional ecosystem. The transformation was brought with an objective to ensure most efficient response on the real time data acquisition and control through user friendly graphics interface. The project objective was to modernize the Police Control Room (PCR) functions across all the Commissionerate and Superintendent offices of Police Department. This involved • Control room automation • Adoption of Geographical Information System (GIS) • Automatic Vehicle Locator • Computer Technology Interface (CTI) • CCTV Monitoring of Control room functions • SMS Gateway Communicator • Integration with 108 Emergency Services • Integration with 1091 (Security and Safety measures for Women) – This project is called HEART (Help Emergency Alert Rescue Terminal) The prominent solutions implemented under the project include: a. Computer Aided Dispatch • Computer Aided Dispatch (CAD) is a module for call taker and call dispatcher to create incident reports and fill related details as per conversation with distress caller. The CAD System provides real‐time data acquisition and control through user‐friendly graphics display with an easy to use operator interface system. • Use of GIS for policing • The State Police implemented a Geographical Information System known as GEO911, which is a module that shows geographical details of city like highways, landmarks, streets, vital installations as per the layers and also provides real time movement of vehicles on map as well as incident details. • Automatic Vehicle Locator • The Automatic Vehicle Locator (AVL) module consists of automatic locater device installed in the Police patrolling vehicle and software module which interacts with control room and device. The system is a combination of hardware, software and networking subsystems that tracks the location of vehicles within a network using a combination of GPS/GPRS. • Computer Telephony Interface • The Computer Telephony Interface (CTI) provides an interface between system and telephony equipments at command centre location, An effective interface handles all call related module including pop-up, ACD call forwarding , call waiting, conference and reporting at any given time. • Video Surveillance and Biometrics system for control room operation activities • All the activities in the control room are being monitored & recorded using IR CCTV cameras. Biometric fingerprint based access control system is being used to restrict unauthorized access to control room as well as to track attendance. • Wireless Conversation recorded • All the wireless conversations are being recorded with date and time stamped so that proper records of each incident are maintained. • Integration with 108 Call Centre • The 108 Emergency Response service is presently providing services for Emergency healthcare, Fire and Police. However, the service is presently not integrated with Police systems and this at times leads to situations where Police response times can be improved. • There are many cases such as mob attack, bomb blast, riots etc., where Police need help from emergency health services. In such a scenario, relevant information is acquired from the distress caller and fed into the 108 system by the call operator. The same information would also be conveyed to the nearest Police Control Room. • Integration with SMS Gateway Communicator • The system is integrated with SMS Gateway Communicator to send incident details to group of officers as per the priority of incident code.

 3. How did the initiative solve the problem and improve people’s lives?
The Computer Aided Dispatch (CAD) solution implemented helps ensure accuracy of dispatch with a user interface for real time display of critical data. Gujarat is the only state to have implemented a CAD system working across state police department. The average incident response time has reduced drastically. The Computer Telephony interface intelligently uses backend directory across the state telecom operators which helps avoiding fake calls and efficiently provides queuing mechanism. The Automatic Vehicle locator is integrated with CAD system that helps real-time tracking, movement and location of the vehicle projected on PC screen for monitoring. Each vehicle is equipped with the GPRS / GPS has its location and identity continuously transmitted. The CAD system designed is customized for the specific requirements of Distress Call Response Management Systems (DCRMS) (Dial 100) which helps accommodate multiple, geographical separate, associated dispatch centers. The CAD system has two intelligent units a. Call Taker (Responsible for taking calls, filling up incident details) b. Call dispatcher (assigning appropriate unit, vehicle coordination)

C. Execution and Implementation

 4. In which ways is the initiative creative and innovative?
The goal of Intelligent Dial 100 system is to provide citizens and police staff with an easy, menu driven solution for Distress call response operations. The system includes a unique combination of hardware and integrated software solution with the help of Computer Aided Dispatcher (CAD), Geographical Information System (GIS), Automatic Vehicle Locator (AVL), Computer Technology Interface (CTI) and other video surveillance systems to facilitate ease of operations in PCR. The solution has been implemented across all the Commissionerate offices and Superintendent of Police offices of the state of Gujarat. The CAD along with GIS and AVL ensures most efficient response. The location of police vehicles positioned and location of incidents are shown on the map in real time. The solution implemented includes: a. CAD – Computer Aided Dispatch The CAD system provides real time data acquisition and control through user-friendly graphics display with an easy to use operator interface system. Call taker creates an incident in system while call dispatcher finds nearest vehicle on GIS and communicates with PCR or patrolling vehicle to the incident. b. GIS – Geographical Information System The GIS system helps integrating the caller location and incident with the PCR van. This is multi-layered spatial information that is used by system for locating the coordinates in purposeful manner. c. AVL – Automatic Vehicle Locator AVL is a combination of hardware, software and networking system that tracks the location of vehicles with in a network using GPRS/GIS combination. d. CTI – Computer Telephony Interface The CTI provides an interface between system and telephony equipments at command centre location. This effective interface is developed to handle all call related module including pop-up, ACD, and reporting at any given time. e. Video Surveillance and Biometric solutions This is used to provide support for control and command centre operational activities. The Dial 100 project is also integrated with 108 Emergency Response services and also integrated with 1091 women helpline services.

 5. Who implemented the initiative and what is the size of the population affected by this initiative?
The Police Department, Government o Gujarat took this initiative to transform the service delivery mechanism and bring about efficiency in control room operations. The technology solution selected demanded a complete vision for overall modernization of the operations of Police Control Room. The solution was implemented across the state and includes the following prominent stakeholders: a. Home department – Government of Gujarat Home Department, Government of Gujarat was the nodal agency behind the vision and funding of this niche overall transformation initiative conceptualized in the year 2009. b. Directorate General (DG) of Police DGP was responsible for overall planning and implementation of solution across the state. A special cell called P&M (Planning and Management) created under the DG office was responsible for overall management of project. c. Gujarat Informatics Limited (GIL) – for evaluation and assessment of the chosen technology solution and specification. d. Implementation agency – InterAct – For development and implementation of overall Dial 100 solution and commissioning across the state e. Entire departmental staff – Entire police departmental staff is the end user of the system and has undergone various handholding and technological training for carrying out the operations of the project.
 6. How was the strategy implemented and what resources were mobilized?
Financial Resources: the project was conceptualized in 2009 to modernize complete PCR function across the state the funding was provisioned by Home Department – Government of Gujarat. Technical Resources: The technical solution and specifications was implemented by InterAct selected through the tendering process in 2010. The InterAct was onboard in September 2010 and the overall Dial 100 system went live in October 2011. The Gujarat Informatics Limited (GIL) assisted the Police Department in Conceptualization and technical specifications for the tendering process carried out in 2009. Human Resources: The operational staff for the solution across the state starting from the Call attendants to incident reporting staff is from Police Department. However, one technical support staff is implemented by InterAct Technologies in all 26 districts of the state. The overall operations, management, reporting and controlling functions are carried out by internal staff of police department. The overall implementation funding for the project was from Home Department - Government of Gujarat.

 7. Who were the stakeholders involved in the design of the initiative and in its implementation?
1. System helps to assist call takers, telecommunicators, dispatchers, and system administrators to receive and manage (Dial 100) calls and dispatch to Police, Fire, EMS, and other types of agencies. The system designed takes care of every feature with the goal of split second response, ease of use, data integrity, and data security. 2. Dial 100 System an integrated system with Computer aided dispatch system for call taking and dispatch process, Geo911 system for GIS map and AVL system for vehicle location along with other network and telecommunication modules. 3. The project has enabled strong ICT foundation with minimal and simplified Infrastructure Management, increased automation, increased efficiency in overall operations, reduced downtime and secured processing of PCR functions 4. The project has ensured improvement in operations by keeping a quality control over each control room from state control room. Quality of call is monitored and evaluated along with the time taken to dispatch a PCR is monitored. Movement of vehicles across the state can be monitored at the central control room of state. 5. The package provides various innovative functional array supporting to enhance the functions of PCR which includes – a. Automatic routing of incidents, Automatic case number generation, auto-messaging, b. Display and track vehicle, monitor EMS posts, manage pursuits progress c. Dynamically updated features such as closed roads, traffic problems, and other route variables. d. Graphical digital maps, point address database, e. Enhanced user interface – color coded graphic display, clear, concise and organized data attributes f. Management Information System (MIS) provides administrators and supervisors a way to analyze and improve calls after fact with the help of comparison reports and graphs. g. AVL provides frequency based programming of vehicles, distance-based programming, event-generated position, Emergency situation tracking.

 8. What were the most successful outputs and why was the initiative effective?
The project was implemented under the supervision and administrative control of DG office for overall implementation, procurement and commissioning of the solution. Various district level team and nodal officers were assigned to carry out assessment and review of the implementation in the respective district. While the overall solution conceptualization, tendering, project management over vendor was carried out by the state level central team at Gandhinagar. In order to ensure the technical aspects are taken care of, inspections for the Hardware, performance of tools like AVL were carried out and evaluated through third party like Gujarat Informatics Limited (GIL) A state level project management committee was constituted under the Dy Secretary and Chief Information Officer (IT), Home Department, Gujarat State for review, approval and sign-off on various stages of implementation.

 9. What were the main obstacles encountered and how were they overcome?
The prominent challenges in the implementation of the overall solution were as follows: - Training and capacity building – Training and capacity building was required with detailed handholding training for all the Computer aided operations in PCR functions - Ensuring selection of best technology suite – At the time of conceptualization of the project, the selection of technology and specifications was a challenge which was overcome through support from Gujarat Informatics Limited (GIL) – A Government of Gujarat Company. - The project was a state-wide transformation and Government had decided to go ahead with a complete roll-out in one go. So ensuring the hardware commissioning, training, software customizations and project management across the offices was a commending task. - Conceptualization of an integrated solution from various technology stacks into a single reliable and robust solution was a challenging task. The project uses CAD, GIS, AVT, CTI and other communication and integration channels for modernization of PCR.

D. Impact and Sustainability

 10. What were the key benefits resulting from this initiative?
• CAD System: The system consists of two sections: Call taker and Call dispatcher. Call taker collects information related to incident from the distress caller and creates an incident report, whereas the call dispatcher locates the nearest vehicle on the GIS map and communicates with PCR or patrolling vehicle and assigns Police vehicle to the incident location. • AVL: The real‐time tracking, movement and location of the vehicle is projected onto a map and displayed onto a PC screen for monitoring. Each vehicle equipped with the GPRS /GPS (AVL system), will have its location and identity continuously transmitted. • The CTI helps dispatcher at the control room respond more efficiently and accurately to the call data recorded. CTI is an advanced, integrated system that consolidates information necessary for effective emergency call taking with enhanced user interface, management features ensuring fast response. • Administrative assistance: the system provides a graphical and color coded interface for management reporting system to get comparison reports, call quality, response comparison, dispatch average time comparison, etc. This helps administrator and supervision to control the operations of the system and improve it further. • Easy to use, affordable and robust solution: The integrated system of CTI, CAD, GIS and AVL is a unique combination of hardware, software and networking (GIS/GPRS/GPS) enabled system with Easy Graphical user interface providing end-to-end solution in the Call taking till the incident site reporting by PCR team. This has helped to transform the overall operations of PCR with the help of high end technology adding value to citizen services and internal efficiency improvement for the department as well. • The solution is currently integrated with Women safety and security helpline number 1091 and Emergency health services 108. A designated team of police control room staff take care of diverted calls from these critical helpline numbers. The system design is flexible and plans to extend to include complete array of emergency services like Fire Management System, Crisis Management System, CCTV analysis, Jail Management System, Record Management System, etc. • Ensuring accuracy of operations: The accuracy of operations is required to be ensured at every level and by every functional unit of the police control system. The intelligently designed systems like CTI help avoid fake callers and provided at hand information for call taker about the spatial position of the caller. This also has integrated directory from all the telecom operators so that call attendant can directly see the name of caller flashing on the screen. CTI also provides efficient virtualization in queue management.

 11. Did the initiative improve integrity and/or accountability in public service? (If applicable)
• The system provides easy integration with other Public Safety Systems such as Mission Mode Crisis Management System, Record Management System, Court Management System, Fire Management System, and CCTV Surveillance System with Analytics True Sentry. • The system design is easily extendable with provision to add-on various functions through external hardware, software and networking equipments. • The solution is easily scalable and replicable for the addition of Police Control rooms, addition of vehicles, upgradations of telecommunication technology, scaling up of GIS base, enhancement of GIS maps, etc. This makes the system more robust and effective. • The system was extended under ‘Expansion of Modernization of Police Control Room’ project in July 2012 where in all the 4 Commissionerate were taken onboard through an extension activity. So the project is easily scalable.

 12. Were special measures put in place to ensure that the initiative benefits women and girls and improves the situation of the poorest and most vulnerable? (If applicable)
1. The use of technological tools and advance integration of solution can lead to effective administrative control and centralized management of the overall functions of the department to improve the internal operational efficiency. 2. The operational efforts and time lag can be cut with the help of back end database integration and intelligent devices to track the user location, attributes, compiling the incident details, auto dispatching and view of overall process in map driven system helps to take control over the process. The tangible outcome is that the automation and process efficiency is achieved. 3. Reducing human interventions and use of spatial data attributes helps better operationalization of police control functions. 4. Interdependencies in coordination can be effectively managed through end-to-end solution engineering thereby avoiding the quality and performance outputs of various units in an integrated functional ecosystem. This interdependency is to be managed critically and reviewed to improve further to the next stage. 5. The use of spatial data attributes are must in all stages of PCR operations. As these integrated systems helps display, monitor and control the operations based on spatial data, the operational efficiency and effectiveness increases multi-fold. All the devices in system like CTI, CAD, GIS and AVL are continuously using the spatial data for locating call, vehicle, incident location, route, and also controlling the programming functions based on these geographical coordinates. This operational efficiency cannot be achieved in manual system. 6. Enhanced communication: The communication channels used in the system include GPRS, Radio frequency transmission, TCP/UDP (for Vehicle locator), VHF communication, etc. There is huge fall back mechanism designed in the system for continuity of operations at every stage of function. This makes the solution reliable and robust. 7. The continuous upgradation of system and adoption of the technological tools by departmental staff has proved to be beneficial to the Police Department in enormous ways to carry out the functions effectively and taking citizen service delivery to a next level.

Contact Information

Institution Name:   State Crime Records Bureau
Institution Type:   Government Department  
Contact Person:   Manoj Agarwal
Title:   Dial 100 - Supervision & Monitoring  
Telephone/ Fax:   +91-79-23254419/ +91-79-23230534
Institution's / Project's Website:  
E-mail:   cc-scrb@gujarat.gov.in  
Address:   the State Crime Records Bureau, Near Police Bhavan,Sector-18,
Postal Code:   382009
City:   Gandhinagar
State/Province:   Gujarat

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