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News : Karnataka Govt to Launch One Portal for All Citizen's Grievances

#contactcenterworld

Bengaluru, India, Dec 28, 2020 -- Citizens of Karnataka will soon be able to have all their grievances — be it a broken street light or an infrastructure issue — addressed at one single portal.

The Karnataka government is all set to launch the 'Integrated Public Grievance Redressal System', bringing an end to the system of multiple portals that tested people's patience and energy.

Developed by Karnataka's Centre for e-governance, the portal, to be launched on a pilot basis in January 2021, will pool grievances across all government departments, keep track of complaint status and ensure officials resolve the issue.

A recent government order announcing the launch of the portal had flagged the current state of affairs when it came to grievance redressal.

"There are numerous helplines and web-portals set up by different departments to receive and redress the department-specific grievances of the public in the State of Karnataka and all of them working in silos," it stated.

Further, citing a High Court order pertaining to unaddressed public grievances, the government order also noted that many departments had failed to address the grievances in time, forcing even government staff to approach courts to get their problems addressed.

But that will change with the integrated grievance portal. In the new system, once a complainant uploads the grievance, the system will automatically connect the person to a "last mile functionary" in the department to resolve the issue.

This will ensure that a citizen is not burdened with the task of identifying the right office to get their problem resolved. Even government staff will be able to upload their service-related grievances in the portal.

Speaking to DH, Rajeev Chawla, Additional Chief Secretary, DPAR (e-governance), said they had identified 6,000 categories and sub-categories of grievances, covering all the departments.

"Each grievance will be connected to the last mile functionary. When a particular grievance is addressed by the functionary, the call centre will make a call to the complainant to check if it was satisfactorily resolved. If not, it will be escalated to a senior official. The grievance can also be filed through the call centre by providing relevant government ID," Chawla said.

About 20-30 types of complaints will be taken up in the pilot phase to assess how the system responds to it. The portal was first announced in the 2018-19 state budget

#contactcenterworld

Posted by Veronica Silva Cusi, news correspondent
Source: https://www.deccanherald.com


Today's Tip of the Day - Think About Demotivating Your Staff

Read today's tip or listen to it on podcast.

Published: Tuesday, December 29, 2020

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2021 Buyers Guide Knowledge Management

 
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eGain Knowledge + AI
eGain's knowledge management software, powered with Case-Based Reasoning, an Artificial Intelligence technology, lets you provide intranet or extranet access to the common knowledge base, enabling contact center agents to provide distinctive, productive, and brand-aligned experiences in every interaction, across all channels and touchpoints.

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Knowmax is a knowledge management software for enterprises. Customer service of any organization can leverage this tool to create, curate & distribute the knowledge at assisted as well as digital channels promoting self service.

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livepro

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livepro are experts in Customer Experience Knowledge Management and are passionate about improving customer experience. livepro is feature-rich yet easy to use, delivering answers to agents – not long complex documents to dig through. This makes customer service quicker, easier and more efficient. Staff require next to no training on complex procedures thanks to livepro’s intuitive design, which brings confidence up and training costs down.
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ProcedureFlow is a step by step visual guide that supports agents as they navigate company processes. With a knowledge management solution that simplifies complex information, employees can spend less time searching and focus on what they do best. ProcedureFlow’s simple and intuitive platform enables contact centers to quickly and easily create, maintain, and update company processes in real time. With ProcedureFlow, teams can work more efficiently, better serve customers, and drive results that matter most to their business.
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Synthetix

Knowledge is your company's most valuable asset. An intelligent Knowledge Base can harness that asset, supporting your customers and empowering your agents.

Purpose-built with your users in mind, the knowledge base stores all information your customers need and search for, from policies to product details. Integral to CX, an intelligent knowledge base allows customers the freedom to self-serve whilst delivering them great results at their convenience.

Internally, the centralised knowledge base equips your employees with all the knowledge they require to assist customers, enhancing not only the way agents work, but the impact on CSAT.

Knowledge can be seamlessly integrated with your customer service tools to ensure complete coherence of information, even when it's updated.
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