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Case Study

Dial 100 Project, Madhya Pradesh

"Grant Thornton is a pioneer of designing and managing centralised emergency services in India. We have raised the bar on effective policing across many states."

Ravinder Reddy
Partner, Grant Thornton India LLP


Dial 100 Project Madhya Pradesh: A game-changing integrated police assistance service


MP Police is committed to providing professional law enforcement services to 51 districts, protecting the rights of the individuals, preventing crime and building community partnership and justifying its motto of ‘Desh Bhakti, Jan Seva’. Therefore,  it wanted to transform the state’s emergency response system to make it more transparent and integrated.

Challenges faced by MP Police:

  • Fragmented and personality-oriented emergency response pattern
  • Archaic control rooms with limited and untrained resources
  • Shared vehicles to attend to emergencies
  • Absence of earmarked staff, vehicles and supervisors
  • Inability of the resources to handle complaints of varied nature
  • Inadequate ICT infrastructure
  • Unauthentic manual monitoring of vehicle usage
  • No GIS support for monitoring, decision-making and jurisdictional issues
  • No feedback and records for performance audit

The difference

  • Services like police assistance and disaster relief now available via a single nodal point of contact
  • Centralised and transparent process and real-time stamped record keeping with voice loggers, leading to fast service delivery and a significant decline in complaints from the people
  • No requirement for most victims/ injured/witnesses to visit the police station


  • 1000+ fleet deployed across 51 Districts
  • Round the clock deployment of trained Call takers and dispatchers
  • Robust Computer aided dispatch system
  • 6000 + police personnel trained
  • 25000+ call being received every day
  • Geo-fencing and GIS based monitoring
  • Standard Operating procedures (SOPs) for various types of emergencies
  • Helping in reduction in crime rateHelping accident victims, senior citizens and missing children
  • Avoiding suicide attempts
  • And overall helping in building trust amongst citizens for police and government.



"Covering an area of 3 lakh sq km, catering to about 75 million people and providing effective police emergency services in 30-60 minutes, Madhya Pradesh Dial 100 is one of the biggest police reforms and emergency services projects ever undertaken. As a trusted advisor, Grant Thornton has been assisting Madhya Pradesh Police Department in delivering police emergency services at people's doorstep and on demand."

Abhinav Sisodia
Associate Director
Grant Thornton India LLP