T E N Y E A R S O F T H E C O M M I S S I O N I N R E T RO S P E C T 2.14 The Commission has constantly needed to monitor and improve the handling of its immense case-load. As early as 1997-98, a pro-bono management study was undertaken to examine how best it could function and a number of significant steps were set in motion to ensure better management and productivity. These have included: ● computerization of the entire case-load; ● issuance of "practice directions" on a wide variety of matters; ● 'fast-tracking' of certain categories of complaints; ● 'clubbing' together of similar complaints for procedural purposes; ● appointment of 'special rapporteurs' and 'special representatives' of exceptional calibre to assist the Commission; ● establishing of 'human rights cells', with the cooperation of the State Governments, in the Offices of the Directors-General of Police; ● establishing of Core Groups of experts on selected subjects, constituted from among eminent persons dealing with those subjects; ● specialized training of the staff of the Commission and of others, including representatives of NGOs, associated with the work of the Commission. 2.15 For all of the considerable efforts made, the Commission cannot say that it is satisfied with its handling of the complaints before it. Delays can and do occur at various stages of the processing of complaints and it will be essential constantly to review and seek improvements to the quality and working methods employed by the Commission. It will also help greatly if Human Rights Commissions of true calibre were established, and then appropriately supported in all of the States, and if the Human Rights Courts envisaged under section 30 of the Act were indeed set-up along the lines foreseen and if matters relating to their competence and jurisdiction were properly and definitively clarified. C] Positions taken by the Commission on major human rights issues 2.16 A seamless thread connects the principal concerns of the Commission, diverse and varied though these may appear to be. That is the thread of human ANNUAL REPORT 2002-2003 ... ... 15 ... ... ..