On Thursday, 8th of September, we announced one of our most comprehensive rollouts of the Twitter Seva live customer service solution in partnership with a public service department in India. The Uttar Pradesh Police (@UPPolice) for the state of UP, the world’s largest police organisation that serves almost 220 million people in India, has adopted Twitter Seva across the whole department to enable large scale police response to citizen Tweets in real time. It is the first state police department to deploy Twitter Seva across its rank and file.
With the objective of improving overall civil safety and enhanced law and order, the UP Police Director General, S. Javeed Ahmad (@javeeddgpup) today launched ‘Twitter Seva’ to provide real-time service delivery and citizen interaction.
Through this collaboration, UP Police (@Uppolice) is aiming to drive efficient and effective customer service for millions of Indian citizens through Twitter’s platform for live, public conversations. With this adoption, more than 120 verified accounts of the UP Police across districts and zones will be accessible to the public on Twitter. Citizens can simply Tweet with their query to the UP Police account (@Uppolice) and the request will activate offices of the police department across the state.
The UP police department is now the second police department and the first state police in the country to adopt Twitter Seva this year, following Bengaluru City Police (@BlrCityPolice).
@Uppolice goes live on Periscope at the Twitter Seva launch in Lucknow:
Twitter is a powerful medium for directly communicating with the people and it has become necessary for the police to adopt it. We are delighted to make a concerted effort by adopting the Twitter Seva solution. This will support us in servicing citizens in a planned and timely manner for effective functioning. Understanding the platform’s potential, I have made it mandatory for every district police and senior police official to have a Twitter accountS. Javeed Ahmad, Director General of UP Police (@javeeddgpup)
In the recent past, UP Police’s outreach via its official Twitter account has been appreciated for its alertness and quick response. Here are some examples showcasing their effective e-policing outreach on Twitter:
How does Twitter Seva work?
Twitter Seva, Twitter’s customised live customer service delivery solution, offers a mechanism to respond to public queries and grievances by helping process large volumes of Tweets, converting them into resolvable tickets, and assigning them to the relevant authority for real-time resolution.
As an India-first innovation, Twitter Seva is currently being used by the the Ministry of Commerce (@DIPPGOI), Ministry of External Affairs (@MEAIndia), the Ministry of Railways (@RailMinIndia), Department of Telecommunications (@Dot_India) under the Ministry of Communication, as well as the Bengaluru Police (@BlrCityPolice).
The Twitter Seva solution is now being adopted by thousands of official government accounts on Twitter and processing approximately 4,25,000 Tweets per month, with each Tweet stacking up as a metric of the government’s and police departments’ intent to deliver effective and transparent service.