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J&K Citizens Air Grievances Through ‘Pukaar’ #ContactCenterWorld Jammu, India, Feb 2023 - Proper feedback-reversion mechanism has enhanced the rate of redressing grievances of common people through the "Pukaar" helpline of the General Administration Department (GAD) from 10 percent in the month of November, 2021 to 55.78 percent in the month of December, 2022. "This helpline has been christened as Pukaar, and a team of officials within the GAD have been assigned the task of registration of grievances of the general public. The earlier call centre was rudimentary. After its re-christening, we are trying to make one-point contact for the common people. Now we are trying to make it 24X7. "Pukaar"- actually means "Call." We are planning to modernise it with Voice Recording System (VRS)," official sources informed Greater Kashmir. Five dedicated telephone numbers have been installed in the GAD on which people can call for registration of their grievances. The telephone numbers for the purpose include 0194-2506144; 0194-2506115; 0194-2506102; 0194-2506111 and 0194-2506112. "It is imperative to point out here that certain grievances involve financial implications and are required to be placed in the subsequent years financial budget or plan so that funds are properly earmarked for such grievances or works to be taken up. As such, while the grievance cannot be said to have been redressed in full, steps are taken to ensure that the request is registered with the concerned authorities and appropriate action, permissible under law, is taken accordingly," official sources explain the mechanism. "This visitor data will be linked to the ‘Pukaar’ call centre, which is Secretariat or GAD Common Call Centre, based in Srinagar. Randomly, the applicants will be called to see whether their issues have been resolved or not. This will serve a twin purpose - one we will come to know as to how many people have visited the Secretariat and for what purpose and whether that issue has been resolved or not. In the days to come, this Swagatam system is to be linked with Pukaar Grievance Cell and Rapid Assessment System (RAS) for follow-up and evaluation," sources inform. #ContactCenterWorld Posted by Veronica Silva Cusi, news correspondent Date Posted: Tuesday, February 14, 2023 About ContactCenterWorld.com ContactCenterWorld.com is the world's premier on-line resource for the call and contact center industry. This article is one of hundreds available on-line to registered members. Our resource is updated every working day and includes content from every corner of the world. If you are not a registered member go to www.ContactCenterWorld.com and register today. |