The Hindu 18.11.2013
NDMC launches call centre
The New Delhi Municipal Council (NDMC) has launched a
24×7 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.
