The government has decided to revamp the functioning of the Government Call Centre (Citizens’ Call Centre) by equipping it with digital infrastructure and intelligent systems for a broader range of services.
The Kerala State IT Mission, nodal agency for the Department of IT, has invited proposals from professional system integrators for upgrading the single window facility.
Located near the Secretariat in Thiruvananthapuram, the Citizens’ Call Centre (CCC), which became operational in 2005, provides informational services and complaint registry services round-the-clock with the help of a team of trained call centre executives. The project is under the direct administrative control of the KSITM.
Improving the reach
The revamp focuses on improving the reach of the CCC by increasing the number of services and providing better interaction with participating departments. It will enable the call centre to track and identify a caller, check the status of the complaint or request for information, and automatically generate alerts.
“The update has been planned to keep pace and integrate with departments as they switch over to the e-governance system,” says S.Ajith, Head, e-governance, KSITM.
“The idea is to equip the CCC as a Level 1 facility offering a common primary interface with citizens, leaving the departments to handle the next level of services. The upgraded CCC will function as the front office of various government departments and agencies.”
The revamp programme envisages a switch over from the analogue voice-based set up to an intelligent, digital system using IP (Internet Protocol) phones for multiple channels of interaction such as email, web portal, social media, online chat, SMS, MMS, and fax.
Mr. Ajith said the new server and related infrastructure would be set up at the State Data Centre, with the CCC functioning as a remote facility. The KSITM is also planning satellite centres of the CCC at different locations with facility for call switching. With 64 participant clients, including government departments, projects, complaint registry mechanisms and universities, the CCC handles more than 500 calls daily.
In addition to general enquiry, it also accepts complaints and queries as part of the Chief Minister’s Sutharyakeralam programme, Akshaya, State Consumer Helpline, Kerala Women’s Helpline, and Aadhaar (UID). Services are provided in English and Malayalam. The helpline is accessible from anywhere in Kerala at local call rates.
Kerala State IT Mission has invited proposals from professional system integrators for upgrading the single window facility.
