Following the work for the improvement of the complaint management system at the local level (LPD and commissariats), the SCPA team consisting of the International Police advisor, Local Expert and program coordinator organized a joint meeting with the Head of Professional Standards Directorate- ASP HQ and the director of the Directorate of Inspection and Complaints in the service for internal affairs and complaints at the MoI.
Meeting took place on April 28, 2021 at the SCPA Premises.
During this meeting it came out that in ASP the work process regarding the administration and handling of complaints is done manually. Regular statistics about complaints are available but a regular analysis doesn’t take place. A regular analysis of all complaints delivers a picture about the morale and constitution of police, reveals problems in the police organization and sometimes cluster inadequate behavior of some Police employees. Management knowledge about that on central and LPD level is indispensable for appropriate leadership measures to improve policing and to enhance performance of police officers. For this reason, an analysis system for complaints on central and LPD level needs to be established.
Although there is an Electronic Case Management System (CMS) available at the ASP, the administration of submitted complaints is not part of it and ASP does not have any software to input/record and manage data on complaints, investigation of complaints and performance evaluation.
On the other hand, IA&C Directorate has already built an online platform which is already in function it is constantly updated and has proven to be efficient.
The central topic of the meeting was the possibility of cooperation using this platform and digitalization of institutional data.
Some other issues discussed were as follows: a) The importance of the Complaint management system for community policing. b) Centralized and local complaint management system c) Role of the Strategic Analysis, Planning, Monitoring and Evaluation Sector as a key unit for CMS.