News : Helplines to be Ramped Up After Day 1 Response
New Delhi, India, Sept, 2018 -- Going by the response ‘Home Delivery of Public Services’ got on Day 1, the Delhi government has asked VFS Global, the agency responsibile to run the project by setting up a call centre and providing mobile sahayaks, to increase its capacity.
"The number of phone lines is being increased from 50 to 120 from Tuesday. There will also be 80 telephone operators instead of the current 40 from Day 2," a government spokesperson said. "The chief minister is personally monitoring the developments and looking at the data every hour. There were some teething problems but those will be ironed out," he added.
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An official said 2,728 people had managed to connect through the call centre till 6pm, of which only 1,286 could speak to customer care executives. Most of them only enquired about the facilities, while 369 appointments were fixed. Mobile sahayaks collected documents from seven applicants till 6pm.
More than 21,000 people tried to call the helpline number but couldn’t connect due to heavy traffic, he added. "We have arranged for return calls to all those numbers which were either on call waiting or could not connect at all."
While the call centre will function round the clock, mobile sahayaks will be available to fill up the form and collect the documents and biometrics of the applicants between 8am and 10pm.
A source admitted that the number of calls was likely to go down on subsequent days as many callers dialled the number out of curiosity.
While the officials refused to share the data of services that received more number of queries, a source said most calls were related to the transport department. "Many calls came from people who wanted to apply for learner’s or permanent driving licence but feared going to the transport authority assuming it would be crowded or they will have to deal with touts. Some calls were also regarding transfer of ownership of vehicles," an official said. Some callers also enquired about income and caste certificates, he added.
Posted by Veronica Silva Cusi, news correspondent
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About VFS Global:
VFS Global is a global outsourcing and technology services specialist for diplomatic missions and governments worldwide. The company manages visa issuance-related administrative and non-judgemental tasks for its client missions. With 526 Visa Application Centres (VACs) located in 63 countries across five continents as at 31 December 2011, VFS Global serves the interests of the diplomatic missions of 37 sovereign governments. The company has successfully processed over 41.06 million visa applications since its inception in 2001.
Published: Friday, September 14, 2018
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