The Hindu 18.11.2013
NDMC launches call centre
The New Delhi Municipal Council (NDMC) has launched a 24x7 call centre to ensure speedy resolution of problems under its jurisdiction.
“After studying the feedbacks from people received over a period of time, we have set up the call centre for quick redress of the concerns of citizens,” said NDMC chairman Jalaj Shrivastava on Sunday. The call centre, which is capable of handing 30 calls at a time, will extend its services both in Hindi and English.
The service will handle both the queries and complaints from consumers. It will also collate feedbacks from people living in the NDMC area on the quality of civic services, said Mr. Shrivastava.
“Each call will be tagged in the customer relationship management (CRM) software, and acknowledgement and responses will be sent through email, phone and SMS,” he added. The citizens can presently lodge their complaints about various services through the Internet. “This system generates a complaint ID, and the complaints automatically get forwarded to officials concerned for a quick action,” he said.
According to Mr. Shrivastava, there will be a log record of all telephone calls, mails and SMS for a follow-up.
“The NDMC will also maintain an extensive consolidated report mentioning the total number of complaints and the nature of response. If complaints are not handled in a time-bound manner, the complainants will have the right to approach senior officers, going all the way to the chairperson,” he said, adding that the NDMC planned to integrate the existing system with mobile-based applications, CRM with the billing and house tax system, and the customer care number with its helpline number.
