Quality Service

Lane
 SITUATION

Ø The PNP Quality Service Lane Project was conceptualized to

solve the dysfunctions within police stations, particularly in the
delivery of the basic services in the complaints desks.
Ø Despite numerous efforts and initiatives undertaken, the
frontline service providers fail to satisfy the expectations of the
public in terms of customer service.
 SITUATION
Ø Part of the PNP ITP-PGS 2016 is the initiative on the full
implementation of the Model Police Station Project in all
regions and provinces where complaint desks system are
transformed into Quality Service Lane by improving work
environment, simplifying systems and procedures.
Ø in a Philippine Daily Inquirer article dated March 3, 2008,
entitled, “Youngblood: Inside a Police Station", a challenge on
the basic police services provided in police stations was posed
by Karina Agudo.
Ø This was addressed by efforts of the PNP towards improving'
the services in the frontline units that cater to the public as
instructed by the Chief, PNP, PDG JESUS A VERZOSA.
 SITUATION
Ø The PNP Quality Service-Lane was also created in line with the
mandate of the Filipino People to HE President Benigno
Simeon Aquino III as embodied in the line “Kayo ang Boss Ko".
Ø The PNP Quality Service Lanes is an integral component of the
Model Police Station Project to satisfy the needs and
expectations of the citizens. The project will pave the way for
the adoption of a stakeholder-friendly PNP Quality Service
Lane System, as well as a ‘show window" innovation of a
service-oriented lane in every police station across the
country.
 SITUATION
Ø The project aims to establish and institutionalize PNP Quality
Service Lanes in all Police Stations and Offices that will provide
the initial point of contact for all citizen's/public concerns or
problems requiring police services; proactively analyze such
concerns/problems to assist in the resolution, or refer to
appropriate office for action; and, ensure timely feedback.
 SITUATION

Ø It has four (4) components, namely:

a. Improvement of Facilities and Equipment (Quality
Workplace);
b. Human Resource Development (Quality People);
c. Improvement ' of Systems and Procedures (Quality
Processes);and,
d. Local Government and Community Mobilization (Quality
Partnership).
 SITUATION

Ø The concept of the PNP Quality Service Lane includes

transforming the existing complaint desks into client-friendly
PNP Quality Service Lanes where the elevated complaint
desks found in most PNP stations nationwide shall be replaced
by a more customer-friendly quality service desk similar to
those found in private business establishments. Pending
construction of a desired model, available tables/desks can
be utilized for said purpose. The service desk must be placed in
such a way that duty police personnel and the clients are at
eye-to-eye level.
 MISSION

Ø provide specific guidelines for the establishment and

institutionalization of PNP Quality Service Lanes in every Police
Station, Precinct, and other PNP offices providing service to
the public across the country, as well as for the provision of
Quality Service Standards.
Ø provide the initial point of contact for all concerns/problems
concerning police services; proactively analyze such
concerns/problems to assist in the resolution, or refer to
appropriate office/officer for action; and, ensure timely
feedback.
 EXECUTION

a. Concept of Operation:
Ø To provide quality services through efficient and effective
handling of the public’s complaints and requests with the
following concepts:
1) Component (Quality Manual)
a) Improvement of Facilities and Equipment
a. 1) Establishment of Quality Workplace Standards that
promote a clean and organized^ workplace using a
team- based approached to improve the quality of
worklife.
 EXECUTION

b) Human Resource Development

b. 1) To Conduct Quality Customer Service Training-Seminars
that will tackle proper call handling etiquette, proper
face to face client interaction skills, and techniques to
exceed client expectations.
b. 2) Align the competency of the station personnel to the
Position Description that will be established to ensure the
optimum performance of their duties and
responsibilities.
b. 3) Establish clear responsibilities and accountabilities.
 EXECUTION

c) Improvement of Systems and Procedures

c. 1) Institute a Procedure and Work Instructions Manual that
will define and control the-processes in the Quality
Service Lane.
c. 2) Provide a framework for continual improvement.
c. 3) Establish an efficient and effective Records
management System to ensure the systematic control
over the creation, maintenance, use and disposition of
records.
 EXECUTION
d) Stakeholder Mobilization
d.1) Establishment of localized public-private partnership as
part of feedback and monitoring mechanism through a
MOA/MOU.
d.2) Institutionalization of Local Government support through
Peace and Order Councils for logistical and financial
requirements.
d.3) Forging partnership with other interest groups that could
provide support/assistance through covenants and other
means. ' ,
d.4) Partnership with retired ‘star-rank’ officers that could adopt
Police Stations in their localities where they reside to act as
mentors/advisers (adopt- a-police-station scheme).
 EXECUTION
2) Transforming the Existing Complaint Desks into Client- Friendly
PNP Quality Service Lanes
Ø The elevated complaint desks found in most PNP stations
nationwide shall be replaced by a more client oriented
quality service desk similar to those found in private
business establishments. The service desk must be placed in
such a way that duty police personnel and the clients are
at eye-to-eye level. The existing stations must be
transformed into a client-focused environment
 EXECUTION
3) Operationalization of the PNP Quality Service Lane as show
window for Quality Police Service in the Station
Ø The quality service desks, aside from their main functions as
referral and complaint desks, shall incorporate as its
components other previous projects required to be
established in police stations such as the HR Desks, Women
and Children's Desk, OFW Desk, PEDO Desks, Dulugang Bayan
Desks, etc. It shall be affencfed by at least two (2) or more
personnel or as many as the personnel strength -of the station
may allow and the volume of work may require. From the
service d6sks, clients’ concerns if beyond their purview or
responsibility shall be referred to the proper station or to other
government agencies as the situation may demand.
 EXECUTION

b. Implementation:
Ø The project will be initially implemented for pilot-testing in
seven (7) identified Police Stations: Marikina Police Station;
Police Stations 2 and 12, QCPD; Police Stations 4 and 8,
MPD; and one Police Station each from NPD and SPD.
Ø Implementation will subsequently be expanded to all city
and numbered stations in the National Capital Region
Police Office. Implementation by other PROs will follow.
 EXECUTION

The following are the phases of implementation:

Phase 1 - Preparation (July - August 2010)
a) Immediate transformation of existing complaint desks to a
Quality Service Lane at Marikina CPS, Stations 2 and 12 at
QCPD, and Stations 4 and 8 at MPD;
b) Immediate Selection and Training of personnel who will be
detailed at the PNP Quality Service Lanes; and,
c) Coordination with other government Agencies with no
offices in the locality for availability of forms / documents
usually requested by constituents.
 EXECUTION

Phase 2 - Pilot Testing (August - September 2010)

a) Pilot Implementation of PNP Quality Service Lanes; and,
b) Periodic visit by the TWG to identify areas for
improvement.
 EXECUTION

Phase 3 - Review and Refinement (October 2010) .

a) Assessment / Evaluation and Refinements of the
Concept; and,
b) Conduct of Audit to determine if the identified areas for
improvement have been complied.
 EXECUTION

Phase 4 - Full Implementation / Cascading (November 2010)

a) Replication in other major cities and municipalities
nationwide;
b) PROs to report compliance; and,
c) TWG to audit and issue certification of compliance.
 Operationalizing the PNP Quality Service Lane

1) All personnel of the police station/office shall be specifically

informed on the rationale and processes for Quality Service
Lane.
2) Quality Service Lane shall start from the parking area with
designated parking lots for clients, providing quality customer
service when receiving and answering client’s queries and
concerns, and should end after the feedback form has been
dropped in the survey box and client has left the parking lot.
 Operationalizing the PNP Quality Service Lane

3) The size of the desk shall depend on the floor area of the PNP
station. It shall, however, be strategically located near the
main entrance of the police station as prescribed in the
layout of the different types of police stations. For purposes of
uniformity, see attached PNP QSL Manual for the respective
illustrations and prescribed sizes of the PNP Service Desk
based on the official design of Types A, B and C police
stations constructed in different localities.
 Operationalizing the PNP Quality Service Lane

4) Executive Senior Police Officers who are responsible to the

RDs; Dirs, NSU, DDs, PDs and COPs/Station Commanders shall
be designated as PNCO supervisors for their respective
Quality Service Lanes. COPs/Station Commanders will be
responsible for the implementation and proper functioning of
their respective Quality Service Lanes and must ensure that
complainants will be informed of the actions taken and how
their concerns will be handled.
 Operationalizing the PNP Quality Service Lane

5) In case the complaints made or received fall beyond the

jurisdiction of the PNP station, personnel shall convey to the
client that the services being sought for belong to a particular
agency and that the latter shall be told as to which office
they shall aptly refer their problem. Whenever appropriate,
the contact number of the offices and even the person to
whom the problem may be referred to shall form part of the
services provided by the service desk officer.
 Operationalizing the PNP Quality Service Lane

6) PNP forms shall be made readily available at the different

Quality Service Lanes, while forms from other relevant
government agencies which do not have offices in the
locality may be requested to be obtained by the police in the
area in order to facilitate clients’ needs. In case the forms are
controlled and can only be obtained in the agencies’ offices,
list of requirements can be made available at the PNP Quality
Service Lanes for the information of the clients.
 Operationalizing the PNP Quality Service Lane

7) In coordination with Local Government Units, PNP Quality

Service Lanes established, especially in highly urbanized cities
and big municipalities, are encouraged to have minimum
office requirements available for public use such as
telephones (if landline is available) and computers.
 Operationalizing the PNP Quality Service Lane

8) Personnel who will be detailed with the quality service lanes

must be selected and trained in public speaking, customer
relations and counselling. They must be proficient in English,
Tagalog and the local dialect.
 Operationalizing the PNP Quality Service Lane

9) In case the client speaks a different language/dialect, the

abovementioned efforts shall be made to secure an
interpreter so that the complaint/ request of the client can be
understood and acted upon with dispatch.