The Police department is one of the front-line government agencies that engage with citizens in the most challenging environments to ensure the rule of law. Whether it is in times of conflict or peace, law enforcement officials play a crucial role in humanitarian consequences due to their responsibilities, such as maintaining public order and security, preventing and detecting crimes, and providing assistance to the general public. The powers they have been granted, such as arrest and detention, search and seizure, and the use of force can significantly influence the fate of those affected by such situations.

Pakistan, like many other countries around the world, has been struggling with the issue of police-public trust deficit for years. Despite various efforts by the government and civil society organizations, the police force in Pakistan still faces numerous challenges in terms of professionalism, accountability, and service delivery to the citizens. The police department is often criticized for being inefficient, ineffective and corrupt in dealing with crime and maintaining law and order, leading to a serious trust deficit that needs to be bridged in order to ensure better cooperation.

In recent years, there has been a growing demand for police reforms in Pakistan, with a special focus on improving service delivery to citizens. This includes addressing key gaps such as the lack of training, inadequate resources, and insufficient public feedback and grievance redressal mechanisms. Improving the police’s service delivery to citizens requires not only technical and operational changes but also a shift in the culture and mindset of the police force. The focus should be on building a more professional, accountable, and community-oriented police force that is dedicated to protecting and serving citizens.

Accountability Lab Pakistan (ALP) is building a movement of active citizens and responsible leaders across the country by supporting change-makers inside and outside the government systems to develop ideas for integrity, enabling them to use information and knowledge to hold those in power to account. The Lab is working closely with various government training institutions to build the understanding and capacity of civil servants to better respond to citizens’ needs.

Last year, in 2022, the Lab, in collaboration with the National Police Academy, introduced the Accountable Leadership and Design Thinking Program for officers of various law enforcement departments. The initiative works in a hands-on way, enabling law enforcement officers to develop creative ideas to solve issues of accountability in their respective departments. The initiative aims to generate dialogue around the key gaps in public service delivery within the police department and provide a roadmap to the participating police officers for self-actualization through the lens of integrity, honesty, practicality, collaboration, and innovation.

To delve deeper into the issue and better understand the various dynamics of increasing trust deficit between police and citizens, our colleague Zohra Khatoon has recently interviewed the Director Training of the National Police Academy, Umar Riaz. The interview highlights some of the ongoing efforts to bring about positive change and improved culture of public service delivery in the police force.
Umar Riaz is a policy expert with extensive experience and expertise in policy, reforms and training design and delivery.  He has also served in the police departments of KP, Punjab, National Accountability Bureau (NAB), and the Federal Investigation Agency (FIA)

He has a diverse educational background, holding degrees in law and economics from Pakistan, an LLM from Australia, and having been selected as a Hubert Humphrey Fellow to study public policy in the USA. Umar has also been associated with the internationally ranked Maxwell School at Syracuse University. In addition, he is an avid reader and writes for numerous international and national journals.

 Zohra: Thank you for giving us time Mr. Umar Riaz! People often face criminal situations but are hesitant to report them, which further exacerbates the trust deficit between the police and the public. The police-public relationship has been the subject of constant debate. What are the key reasons for this trust deficit, and what measures do you propose to overcome it?

Umar: To begin with, it is important to understand that the police department serves as a crucial instrument of the government and is one of the first recourses in case of any crime or wrongdoing happening to any citizen. When it comes to the issue of trust deficit, there are three main aspects to consider. Firstly, there is the general trust deficit in the government, including its various departments like the police, revenue, and tax authorities, among others. This is not limited to our part of the world, as developed countries such as the US and the UK also face similar challenges. The government is considered as a whole, and citizens’ expectations, even if from one specific area, are reflected in the entirety of the government.

Secondly, the public’s trust in the police department specifically stems from its reputation, which has two main components – efficiency and attitude. People expect the police to be efficient in resolving their cases and recovering their stolen property. Moreover, since people usually approach the police in times of distress, they expect them to be considerate and cooperative, just like doctors. Unfortunately, if the police exhibit insensitivity or rudeness, it can create a negative image that leads to further loss of trust.

Thirdly, trust levels vary in different regions of the country due to differences in community orientation. For instance, while the police force may remain the same, people in Gilgit, KPK, and other parts of Punjab may have different relationships with them. This is where community-police relationships become a crucial factor in determining the trust deficit.

In areas where police-community relationships are better, even if the police force remains as efficient as in other areas, it is the attitude of the police that makes all the difference. If the police exhibit a positive attitude and are cooperative, it leads to better police-public relationships, and work can be accomplished more effectively. Therefore, the focus for police should be on building strong police-community relationships that emphasize cooperation over mere confidence.

In order to address the key issues faced by the public with regards to their interactions with the police, it is imperative that we focus on improving the attitude and behavior of officers. When members of the public come into contact with the police, they expect a level of professionalism and respect that is often not met. It is important to recognize that the police are seen as a homogenous entity, and each individual officer represents this larger body. If any citizen comes across a constable on the road doing traffic duty or holding a check post, they will form an opinion about the entire department. This implies that the members of the police who come into direct contact with the public should be specially trained, and their behavior should be such that it does not attract criticism.

To improve the behavior of officers, it is crucial that we establish uniform standards for police conduct. This will require a heightened awareness of the role that the police play in society and the responsibilities that come with it. Officers must also be equipped with the necessary training to handle difficult situations and resolve conflicts in a calm and professional manner.

It is also important to acknowledge that interactions between the police and the public often start with confrontation, which can create a power dynamic that puts the public at a disadvantage. To mitigate this, specific interfaces such as service centers and front desks with specialized trained human resources are being established to provide stable interaction between the public and the police. Such measures have proven effective in reducing complaints, particularly among women and other marginalized groups.

In order to create a more just society, it is crucial that we strike a balance between the rights of victims and those of offenders. It is also important to remember that those accused of crimes also deserve justice. The public perception of justice is often disproportionate, but it is our duty to address grievances and ensure that both victims and offenders are treated fairly. Ultimately, it is important to maintain a professional and standardized outlook for the police. This will allow them to provide the public with the respect and professionalism that they deserve, and enable them to better serve their communities.

Zohra: During my interactions with the police officers attending the workshop on accountable leadership and design thinking, it was observed that the police officers share a same trust-deficit perception about the public, what might be the contributing factors to the lack of trust towards public?

Umar: When interacting with the police or any public sector department, it’s important to understand that their interactions can be unstable and uncertain, with new challenges arising every day. The police and other sectors develop a defensive mechanism that rationalizes their behavior, as it helps them to deal with frivolous and unwanted complaints that are not within their jurisdiction. It is hard to make people realize that the police can interfere only when it’s a criminal matter as dealing with non-criminal matters can be a waste of resources and time. Though the onus is again on police to convey and convince the complainants politely and calmly.

Despite the challenges faced by the police the issues with them, they remain the most approachable government department, and they should always be available to address emergency situations. Police stations are the only places that are operational 24 hours, 7 days a week and entertain complaints in distress either personally or through calls. However, from their side, the recorded data shows that 90% of emergency calls are fake, which can be frustrating for them, but it’s still their job to differentiate between what is right and wrong through the due process of the law. The police must always respect people’s rights and treat them fairly as per the constitution. They should not detain anyone illegally or subject them to any unlawful actions. It’s their duty to uphold the constitution and respect the limits and conditions enforced by it. Therefore, it’s important to remind the police that they have taken an oath to uphold the constitution and protect people’s rights.

Zohra: Do you believe that there is an immediate need to over-come the trust-deficit and what measures should be taken to enhance the public service delivery?

Umar: In every country, there is a perpetual need for reforms, debate on policing and crime, and public perception. In the USA, two opposing movements exist regarding police policies. The “Defund the police” movement argues that the police are unnecessary, while the “Law and Order” campaign argues that strong law enforcement institutions are necessary. Similarly, in our country, the police play a crucial role in combating terrorism, crime, and violence, and while we need to strengthen law enforcement institutions, increased policing and enforcement can lead to more complaints. Therefore, reforms are necessary and must be carried out on multiple fronts.

Professional reforms, such as forensic technology and capacity building, can help the police do their job better. Functional reforms, such as establishing new units like traffic and safe city units, are also necessary. Addressing issues that involve multiple components, such as serious complaints like child abuse, sexual violence, and honor killings, is crucial. However, it’s essential to understand that reforms require ownership from the government and other criminal justice stakeholders. Internal reforms, such as better training and briefing for junior staff, can address complaints about the police’s attitude. Still, strategic-level reforms in both structural and functional areas of working are required. The concept of the police station needs to be reviews in cities specially. On the functional there are number of coordination issues when it comes to serious crime, such as addressing the problem of cars being stolen in Karachi and ending up in other parts of the country, require a larger focus.

Overall, it’s important to remember that reform starts with the police themselves, and they must take responsibility for their behavior and actions. As we tell young police officers repeatedly, if the public complains about the police’s attitude, we need to take action without ascribing any motive. If the problem of behavior is pervasive and persists then the supervisors have to institute changes to correct the course. By implementing reforms on multiple fronts and taking ownership of their behavior and actions, the police can build public trust and improve their effectiveness in combating crime and ensuring public safety.

Zohra: To ensure public trust in the institution, it is crucial that the institution is free from political, religious, ethnic, and racial biases and has a reputation for enforcing the law fairly and justly. What steps should be taken at the departmental level to ensure public service delivery without such influences and to ensure equal access for vulnerable segments of the population?

Umar: The police force in Pakistan operates on a provincial level with leadership recruited at the federal level to ensure impartiality and fairness in policing. Despite criticisms, this approach remains the only viable option. The police force promotes national harmony by recruiting leadership based on provincial quotas and then posted outside their home provinces, and mandating at least 10% of recruits to be women, with current figures closer to 20-25%. Police leadership is required to serve for at least five years outside of their home province to prevent local biases from influencing their work.

However, maintaining neutrality remains a challenge in communities where the police force is drawn from the local population. To mitigate this risk, community engagement is essential, but it also carries the possibility of local biases influencing policing practices. Nevertheless, the police force remains largely free or far less influenced from the cleavages present within the broader community. Police officers do not align themselves with any particular ethnic or religious groups and prioritize standing with victims while ensuring justice for offenders.

While concerns exist about the police force not doing enough in certain situations, their policies and practices remain clear, ensuring that they are not seen as partial to any particular group or individual. Overall, community engagement and impartiality in policing remain essential for a fair and effective justice system in Pakistan. There are several issues within the justice system that can affect its fairness. One issue is the existence of class divisions within society. Another issue is the commercialization of the justice system, with people of means having access to better legal representation This can lead to unequal treatment based on wealth and resources. Legal process operates on the basis of equality to start with, but if the two parties have unequal status to class with then those with less power or resources or both are at disadvantage. This goes without saying that message to the young entrants is pretty clear; their job is to help the helpless and defend the defenseless.

At the police leadership level, there is generally less influence and more focus on engaging with the community. However, the formal nature of the law, with court proceedings in English and applications filed in Urdu, can make it difficult for those without knowledge of the legal system to access justice. Those who understand the system are often at an advantage, while those who don’t are at a disadvantage.

It is important for young police officers to be proactive in helping disadvantaged individuals access justice. The government also offers legal aid to help those who may be at a disadvantage. While there have been complaints about accountability within the police force, the police claim to be diligent in punishing officers who violate the law. While there is still work to be done in ensuring fairness and impartiality in the justice system, efforts to improve accountability and accessibility are important steps forward.

Zohra: Specifically, regarding your personal experience in service, have you ever encountered external interference while on duty, and how did you handle that situation? What advice would you give to other police officers who may face similar situations of external interference?

Umar: Law enforcement professionals, such as police officers, face unique challenges due to their high level of public exposure and responsibility to enforce the law often under trying circumstances. Police officers in particular rank among the most visible of public servants. While it is natural to be subject to influence, it is imperative for officers to exercise sound judgement, remain mindful of legal precedents, and uphold the law at all times.

In cases where the law is subject to interpretation, it is important for officers to consider both precedent and their own moral compass. While facing external pressures and the possibility of consequences, officers must be prepared for any potential outcome, including the loss of life. The profession demands a sense of readiness and resilience in the face of unexpected challenges. Fortunately, those officers leave an honorable legacy who have given sacrifices for their principles than those who have compromised on principles

In summary, working in law enforcement requires individuals to navigate a high-pressure and challenging environment with a strong sense of duty to uphold the law, remain vigilant against external pressures, and be prepared for the unexpected. By maintaining these principles, young officers can ensure they uphold the trust and confidence of the public they serve.

Zohra: Many question the ability of the Pakistani police to conduct investigations. It has been observed that the police are not familiar with modern scientific techniques of investigation, which hampers their ability to deal with modern crimes in society. Would you support more training and workshop sessions for the police, and what should be the nature of those trainings?

Umar: The nature of crime is rapidly evolving, and law enforcement agencies must keep pace with it. Cybercrime is on the rise, and it requires extensive training to stay ahead of the curve. Law enforcement officials must identify gaps in their knowledge and work to fill them, particularly in areas such as forensic science. This involves ongoing capacity-building efforts and staying up-to-date on the latest interrogation and interview techniques, including those that incorporate AI technology.

To aid in crime prevention, cities are implementing safe city and smart city initiatives and utilizing closed-circuit cameras for data analysis. Despite these efforts, law enforcement’s performance is still under scrutiny, especially in terms of resource allocation. Up to 80-90% of police resources are used for labor-intensive tasks, such as salaries and wages. To address this, law enforcement agencies need to invest in capital-intensive measures, such as big data, logistics and technology. Additionally, specialized investigators are required to handle specific cases, such as sexual crimes, terrorism, and financing.

However, the biggest challenge in investigations is the legal requirement that every case is unique and must be treated as such. In cities like Lahore, with over 100,000 cases in a year, it is impossible for a single investigator to handle everything. One solution is to create specialized teams that handle specific cases, allowing for more focused investigations. This will require changes to the law and institutionalization efforts. The way forward is to specialize, be capital-intensive, and create specialized units to handle investigations.

Zohra: In your view, is there a pressing necessity for a budget at present?

Umar: When I refer to “resources,” I am not specifically referring to budgetary funds, as having a large budget is only useful if there is a corresponding capacity to absorb it. While analyzing the capacity of the department like police, it is important to reflect on the broader concept of resources, including institutional capacity such as human resources, technology, logistics, and research and development. In my opinion, institutional capacity is key, but it’s not just about having resources in the conventional sense. New and professional setups such as crime analysis labs, modern lockups, or even customized detention and interview centers to ensure both professionalism and fairness need to be considered. Institutional capacity also means having the right people in the right positions, with the right training and expertise to make use of these resources effectively. It is about having the latest technology and infrastructure, but also having the ability to adapt and innovate as new challenges arise. And it is about having a culture of continuous improvement, where research and development are prioritized and knowledge-sharing is encouraged. By focusing on these broader resources, law enforcement agencies can better prepare themselves for the ever-evolving nature of crime and stay one step ahead of those who seek to do harm.

Zohra: The National Policy Academy has initiated a continuous program of value-based training on accountable leadership. How do you assess the impact of these trainings on public service delivery?

Umar: Leadership and command have always been the core component of our course titled Initial Command Course. More recently we have been exploring and focus on the streams of democratic and responsive leadership models like accountable leadership. We have initiated workshops and projects for the trainees to develop and chalk out their accountable leadership plan and then come up with changes according to the context but keeping the core principle intact. The most nuanced part of the initiative is to create a balance between their obligations of command and responsibilities of leadership.

We operate within a continuous program cycle, and feedback is an integral part of our process. After each session, we seek feedback from both the participants and their respective Police organizations. It is important to recognize that we cannot dictate the tasks that officers will undertake upon deployment to a particular region. For instance, an officer stationed in Quetta or Peshawar may have to primarily work in the security. Therefore, we must adapt to the changing environment and prepare for the next phase, where we will implement pilot projects. To ensure the effective implementation of these initiatives, it is crucial to map out the institutional framework and structure. We conduct annual trainings where individuals share their case studies, and we encourage them to document and publish their findings in journals and reports. By doing so, we can further the field of knowledge and improve the training of law enforcement professionals.

*This Blog post is written by Zohra Khatoon. She is the Research and Communications Associate at Accountability Lab Pakistan.