THE police station, as the frontline of law enforcement, serves as the primary point of contact between citizens and the police, often being the only accessible government institution for people in distress. Officers at this level are responsible not only for enforcing laws but also for addressing the immediate needs of individuals seeking assistance, making responsive policing essential for fostering trust, ensuring justice, and maintaining public order. Public perception of the police鈥檚 efficiency and fairness largely depends on their experiences at the station level, where timely justice, effective grievance redressal, and protection for vulnerable groups, including women, children, and marginalised communities, are crucial.
A responsive police force ensures that victims feel heard, conflicts are resolved promptly, and complaints are treated with urgency, thereby strengthening community trust and enhancing crime prevention. As first responders to crises 鈥� whether stemming from human actions, such as crimes, accidents, or civil disturbances, or from natural calamities like floods, earthquakes, or storms 鈥� police officers play a critical role in maintaining order, ensuring safety, and providing and facilitating aid. Their presence symbolises reassurance and reliability, reinforcing their role as essential public servants in times of distress.
Every police station has assigned an emergency officer to respond to any serious call. The officer is expected to respond to any emergency call. But duty officers in police stations of major cities in Bangladesh, frequently overwhelmed by administrative tasks, often have divided attention, which limits their focus on individual cases. This heavy workload contributes to delays, deprioritisation of cases, and frustration among victims, who may feel neglected and unsupported in their times of need.
Responsive policing in the digital age emphasises the ability of law enforcement agencies to quickly and effectively address citizen concerns received through modern communication platforms. With the widespread use of cell phones, social media, and dedicated digital portals, the police shall be better equipped to receive real-time information and respond promptly to emergencies, complaints, and queries. These platforms enable citizens to report incidents, request assistance, or seek information with ease, fostering a sense of transparency and accessibility. By integrating advanced technology such as GPS tracking, data analytics, and AI, alongside a commitment to round-the-clock monitoring, the police can ensure timely interventions and efficient service delivery. This approach not only enhances public trust but also empowers communities to actively engage in maintaining law and order.
Even though officers have access to official cellular communication facilities, they sometimes ignore calls from unknown numbers. In Bangladesh, the tendency of police officers to prioritise calls from known or influential individuals while disregarding those from unfamiliar numbers raises concerns about impartiality and equitable service delivery. Such practices erode public confidence in law enforcement by suggesting bias and preferential treatment rather than a commitment to justice and accountability. Every citizen, regardless of status or influence, deserves equal access to police assistance, and responses should be based on the urgency and gravity of the situation, not the caller鈥檚 identity. To foster trust and ensure fairness, it is crucial to establish and enforce strict protocols requiring equal attention to all calls, alongside comprehensive training to reinforce integrity and neutrality in policing.
A one-stop service in policing and law enforcement is a centralised approach that allows individuals to access various legal, policing, and victim support services in a single location or through a single point of contact. This model aims to improve efficiency, reduce stress for victims, and enhance collaboration among agencies such as police, legal aid, child protection, and social services. It focuses on a victim-centred approach, minimising re-traumatisation by reducing the need to repeatedly recount experiences, while technology integration ensures seamless case tracking and support. Examples include family justice centres for domestic violence victims, child protection units for abused children, and police service centres offering crime reporting, licensing, and community programmes. Benefits include improved accessibility, streamlined processes, victim empowerment, and stronger community trust, though challenges like resource allocation, inter-agency coordination, and data privacy must be addressed. Real-world examples, such as Singapore鈥檚 One-Stop Service Centres and South Africa鈥檚 Thuthuzela Care Centres, demonstrate the effectiveness of this model in providing holistic, compassionate, and efficient law enforcement services. The Bangladesh police have introduced initiatives such as service verification and police clearance certificates, which the public hopes will be expanded and implemented across other areas of police work.
Digital modernisation, such as online crime reporting, case tracking, and helplines like 鈥�999鈥�, introduced and organised by the Bangladesh government, marks a significant step forward. Still, it requires expansion to meet the demands of an increasingly connected society. Predictive policing tools, real-time data access, and improved infrastructure can further enhance efficiency, enabling law enforcement to address contemporary challenges effectively. Citizens now envision a police service that integrates online platforms for crime reporting, even lodging of crime with the police, general diary filing, and easy access to information, paralleling the convenience of other digital services. While initiatives like the 鈥�999鈥� helpline demonstrate progress, a comprehensive approach to digital transformation is essential to align with evolving public expectations and maximise the potential of modernisation in fostering trust and efficiency.
Responsive policing is essential for building public trust, ensuring justice, and maintaining order. Police stations serve as the primary contact point for citizens, making their efficiency and fairness crucial. While digital tools like GPS tracking and real-time data can enhance police responsiveness, their full integration remains a challenge in Bangladesh. Issues such as selective responsiveness and administrative burdens hinder effective service delivery.
In addition to responsive policing, the police play a crucial role in crisis and emergency response by ensuring public safety, maintaining order, and providing immediate assistance during disasters, accidents, and security threats. Their responsibilities include rapid deployment to incident sites, crowd control, evacuation management, and coordination with other emergency services such as fire departments, medical teams, and disaster response agencies. Police officers assess risks, enforce laws, and take preventive measures to minimise harm while also offering critical support to affected individuals and communities. In cases of terrorist attacks, hostage situations, or violent conflicts, specialised police units intervene to neutralise threats and restore stability. Effective crisis and emergency response by the police requires strategic planning, advanced training, and seamless communication with relevant stakeholders to mitigate risks and protect lives.
When a road accident occurs, the police play a vital role in ensuring quick medical treatment for the injured. As first responders, they prioritise assessing the severity of injuries and immediately alerting emergency medical services to dispatch ambulances to the scene. Police officers often administer basic first aid if trained to do so, stabilising victims until professional medical help arrives. They also work to clear the way for ambulances by managing traffic, ensuring that delays are minimised. In cases where ambulances are delayed, police vehicles may transport critically injured individuals to the nearest hospital. Their swift and coordinated actions significantly enhance the chances of survival and recovery for accident victims.
In the event of arson or fire, the police play a crucial role in ensuring public safety, coordinating emergency responses, and investigating the cause of the incident. Their immediate priorities include securing the area, evacuating affected individuals, and assisting firefighters in managing the scene to prevent further harm. Police officers help establish perimeters to control access, ensuring that only authorised personnel are present. In cases of suspected arson, they work closely with fire investigators to collect evidence, interview witnesses, and identify potential suspects. By maintaining order and facilitating the swift flow of information between emergency services and the public, the police contribute significantly to minimising damage, protecting lives, and ensuring accountability for criminal actions.
The police play a crucial role in humanitarian assistance by ensuring safety, security, and order during emergencies and crises. In times of natural disasters, armed conflicts, or large-scale displacements, they facilitate the protection of vulnerable populations, including women, children, and the elderly, while maintaining public order. Police officers often collaborate with humanitarian organisations to provide logistical support, manage crowd control, and ensure the equitable distribution of aid. They also investigate incidents of exploitation, trafficking, or violence that may arise in humanitarian settings, thereby upholding the rule of law. By addressing both immediate and long-term security concerns, the police contribute significantly to the effective delivery of humanitarian aid and the restoration of stability in affected communities.
To be continued.
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Dr Md Motiar Rahman is a retired deputy inspector general of police.
