Complaint Management System and Police Record Management System

The days are gone when police station clerks had to beg complainants for stationery, fuel, and food. Now, the front desks being run by civilian staff are rapidly changing the face of the police force because the station assistants are given all accessories - ranging from printers to Wi-Fi and android handsets to water dispensers. Above all, they work in air-conditioned rooms.At these front desks, well-dressed and young officers treat the complaints like the guys we see in offices of multinational companies. They immediately report complaints through a centralised online system. The visitors are given a few services on-the-spot like registration and verification of private persons and official documents. The complainants are handed over electronic-receipts. The senior officers monitor the whole system from different systems and locations.The high-tech complaint handling centers had been established to improve working atmosphere, maintain the official record, and ensure timely registration of cases. This initiative now provides a pleasant environment to the complainants at police stations so that they can file complaints without any fear and hesitationFront desks are monitored on regular basis from the special operation rooms established at offices of district police officers and regional police officers. These desks are set up in front of the police stations for the convenience of the people and these centers are equipped with the required infrastructure including equipment and furniture. The SSAs and PSAs perform their duties independently and they have nothing to do with the SHOs and the Moharars of the police stations.The establishment of Front Desks has ushered in a new era of public service and will go a long way in improving police perception. “The project is a practical manifestation of the provincial government’s vision for improved service delivery and provides equal access and respect to all irrespective of their social status, an access which is easy, immediate and direct.

Front desks are aimed at winning over public trust and satisfaction through prompt and timely redressal of public complaints by incorporating automated technology solutions for enhanced police accessibility, accelerated processes, and continuous monitoring. The system also features an in-built analysis of complaints statistics thereby enabling the central police office and the inspector general of police to monitor the working of the field officers.

Dolphin Force

Dolphin Squad launched on 23rd Octrober 2017 Squad of 209 Officers anf 105 M/Cycles in 3 Police Divisions of Faisalabad and they all took training from Turkish Dolphin Squad, Modern equipment, arms and ammunation and uniform for the squard.





Enlisted below are the prime objectives of the force:

  • To combat street crimes
  • To respond to distress/ Emergency Calls recieved at Rescue 15
  • Community Policing

Duties and Responsibilities

Following are the major duties and responsibilities of the force:

  • Patrolling For the prevention of street crimes
  • Responding to distress calls
  • Securing crime scene
  • Promoting community Policing
  • Snap Checking
  • Pursuing fleeing suspects
  • Arresting suspects and criminals
  • Search Operations and other operations related tasks

Criminal Record Management System

This system is meant for criminal record management and identification of criminals by using Biometrics, physical appearance and previous crime history. The main features of this system include development of database of digitized finger prints of criminals and identification of their latent and other finger prints through automation.The central database of the fingerprints is integrated with all the districts and other field units of Punjab police so that a criminal of one district  can easily be  identified  in another. Furthermore, it is integrated with Tenant Registration System and Hotel Eye, as a result of which tenants and guests of hotels having criminal record can be identified all over Punjab.

Human Resource Management Information System

Punjab police is the only Provincial Department which has successfully entered data of 193,632 non-gazetted and 1054 gazetted officers in the system. The previous manual system has been done away with and the transfer/postings presently are being done through system generated orders.Basically the internal Human Resource Management of Punjab police is being done through the system and with one click the total service record of the police officials is available. This system would go a long way in the carrier planning and decision making by the supervisory officers as regards to their subordinates. It is also integrated with Police Station Record Management System and Biometric Attendance System.

Police Legal Affairs Monitoring System

Punjab Police has developed Police Legal Affairs Management System (PLAMS) for monitoring of litigation cases. It was started with the computerization of law related work of the Police i.e. Writ Petitions, Service Appeals, Criminal Originals, Civil Suits, Intra Court Appeals, Civil Revision Petitions, Constitution Petition and Suo Moto cases. Developing of software for non litigation cases and computerization of Human Rights cases is also in progress. Electronic archiving of all the previous data is also in progress.


Anti Vehicle Lifting System

This is a web application which maintains Province vide database of snatched/stolen vehicles. It includes theft reporting, investigation, recovery, Forensic Lab Test and handing over of vehicles to its owners as per Court proceedings. This application is integrated with PSRMS, Excise & Taxation Department and Punjab Forensic Science Agency (PFSA). It also provides centralized monitoring system with SMS alert and comprehensive reporting dashboard.



Video Conferencing

This facility is fully operational at the provincial, regional and district level police offices of Punjab. All conferences throughout Punjab with RPOs, CPOs and DPOs, are held on this system on a notice of few minutes by the IGP Punjab. This system has proved to be highly efficient, time and resource saving.



Regional & Districts Control Rooms

A Provincial Monitoring Room has been established in the Central Police Office, Lahore and is being supervised by AIG/Monitoring, Punjab. All softwares like PSRMS, CRMS, HRMIS, Front Desks, CMS etc. which are under the use of Punjab police are monitored here. I.T. qualified and trained civilian staff has been posted to monitor the progress/status of different systems so that analysis and reports are readily available whenever required on daily basis.Similarly Control Rooms have been established at the regional and district levels to monitor the working of subordinate staff on different softwares in their jurisdiction. Regular advisories are issued from Central Police Office (CPO) to the field formations for their guidance and operating procedures.

Driving License Issuance Management System

Driving License Issuance Management System Phase-II automates the processes for driving license issuance, renewal and upgrades. These activities are carried out throughout the province of Punjab. This system provides quick processing service to public and up to date statistics to the authorities by using state of the art technology and equipment. The system redefines the issuance process of all types of licenses by using a centralized network.



Customer Care Standards

The customer care standards will be enhanced in such a way that the applicant will only have to visit the licensing testing center and upon passing the test, the applicant will get internationally renowned Secured Card based driving license. In order to have a self-sustainable model to continue giving best service delivery to the general public, revolving fund will be created for inward and outward transactions.

Salient Features

  • Centralized Issuance and Management of Driving Licenses
  • Centralized Issuance and Management of Challan Ticketing System
  • Centralized Database of Licensing System of whole Punjab
  • A hassle free approach towards applying and receiving a Driving License
  • Centralized Driving License Printing Facility
  • Delivery of Issued Licenses through courier and basing on that verification of the applicant can be made easy
  • Help reduce vehicle related crimes
  • Creating data hub for facilitate other agencies
  • Increase in revenue by ensuring transparency