Police General Fadil: 110 Service Should Be Measured by People Helped, Not Just Calls Answered

Assistant Chief of Police for Operations (Astamaops Kapolri), Commissioner General Fadil Imran, is pushing for a transformation of police services through the strengthened integration of the 110 emergency line, Command Center, Integrated Patrol Units (Samapta), and patrol functions to deliver a faster, more coordinated response focused on solving community problems. He made the statement during a working visit to the Sorong City Police Resort, Southwest Papua, on Thursday, 16 July. During the visit, he inspected the implementation of the 110 service, the Command Center mechanism, and the coordination patterns between operators, Samapta, the Integrated Police Service Centre (SPKT), and field personnel. Based on data from the National Police Headquarters Command Centre, the Sorong City Police 110 service received 3,392 calls from January to June 2026, with 2,672 calls successfully answered, achieving a success call rate of 88.18 percent. This marks an improvement from the 80.37 percent recorded in 2025 and places the Sorong City Police in second position within the Southwest Papua Regional Police force. While appreciating the improvement, Fadil stressed that the indicator of service success does not stop at the number of calls answered. ‘An answered call is the beginning of service, not the end. What we must ensure is that after a citizen reports a problem, who responds, how long it takes for the police to arrive, and whether the citizen’s issue is truly resolved,’ Fadil said. According to him, the police service paradigm needs to shift from merely receiving reports to ensuring every report receives follow-up until the public genuinely gets help. He explained that the service flow must run completely, starting from a report received via the 110 service, verified, forwarded to the nearest personnel, followed up in the field, and the results of the handling monitored again. ‘Do not just ask how many calls we answered. Start asking how many citizens we actually helped. That is a far more important measure of service,’ he said. To support this, the Astamaops Kapolri requested that all ranks begin measuring response times in stages, from the time a report is received, the time personnel are assigned, to the time officers arrive at the location. This measurement is considered important so that leaders can identify every stage of service that still needs improvement.