News : CM Helpline Needs Help, Quick
Ranchi, India, September, 2015 -- "Hello, Internet not working. Please call back in 10 minutes."
Only, the problem did not go in 10 minutes. People who called up 181, the dedicated helpline of Jan Samvad Kendra at Suchana Bhavan, Kanke Road, Ranchi, to check the status of their registered grievances or lodge fresh requests/complaints, were greeted with messages like this.
The helpline is not functioning properly, thanks to low internet speed.
But, the tech glitch was most noticeable on Wednesday, the day the state public relations department floated ads asking citizens to dial 181 latest by Saturday, September 26, to get time slots for chief minister Raghubar Das's Jan Samvad, scheduled on September 29.
According to Jan Samvad protocol, after registration of the caller's name and his/her grievance, the information is routed to the relevant department, which after scrutiny informs selected complainants of the date and time of the chief minister's hearing.
Jan Samvad Kendra, the call centre geared around it, has 24 dedicated phone lines, one for each district, with over 60 calls arriving in a day on each on an average.
Usually, when a caller dials 181 and registers his or her complaint, a registration number is generated on the software and sent via SMS text for all future contact.
On Wednesday, things were different.
This correspondent, who called up Jan Samvad helpline (181) many times on different cellphone and landline numbers, requesting officials concerned to slot an appointment for the chief minister's hearing session scheduled on September 29, was among the hundreds left disappointed.
Jan Samvad call centre executives politely said the Internet was down.
Finally, around 3.54pm, a Jan Samvad call centre executive on the line told this correspondent the software was grounded due to low Internet speed. She added that due to this, they could not tell people the status of past complaints registered with them but were taking down fresh ones "on pen and paper".
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"We can't help unless the technical error is rectified," she said apologetically.
A senior technical expert at Jan Samvad Kendra explained the software they used had virtually crashed due to low Internet speed.
"We get our line through JAPIT. Usually, we get 10mbps speed but since Tuesday evening, we are getting only 1mbps. So on Wednesday, the software is virtually defunct," he said.
On how to solve the problem fast, considering the chief minister's Jan Samvad hearing, he said: "A request has already been made to BSNL to provide us with a separate line. JAPIT line is overloaded due to state Intranet and servers."
Currently, Jan Samvad uses CPGRAMS, a web-based application which facilitates ministries, departments and organisations to receive, forward and monitor grievances.
Posted by Veronica Silva Cusi, news correspondent
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