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News : Panchkula Municipal Corporation Helpline to be Functional in Two Weeks

#contactcenterworld

Panchkula, India, June 17, 2019 -- Soon, the residents of Panchkula can register their grievances at the municipal corporation (MC) by calling a helpline number. For the first time, such an initiative is being taken by the MC in order to ease the process for people who have been complaining that they have to wait inordinately to resolve any issue.

In fact, the complainant will be kept informed by the MC about the status of the complaint through SMSes. At present, people are forced to call the number available on the MC website, which is not equipped to deal with these calls.

Officials said that on an average 100 to 110 calls were received every day by the officers of various departments. Phones start ringing with complaints as early as four in the morning and goes on till 12 in the night, they added.

According to sources, the lack of dedicated officials to attend these calls meant that resolving issues depended a lot on the idiosyncrasies of the individuals. More often than not, the problem was not resolved and the MC earned the ire of the people, they added.

MC commissioner cum administrator Rajesh Jogpal said that the MC has applied to BSNL for a four-digit helpline number, which he said that they will get in a week. He said that they have already set up a control room. All departments that are under the jurisdiction of the MC will coordinate to resolve the complaint received at the helpline number.

The MC is also exploring the possibility of getting body-worn cameras for the field staff, said the commissioner. He pointed out that in Chandigarh, Ludhiana and Indore, government agencies are already using them.

At present 1,500 GPS-enabled wrist watches were issued to the sanitation staff, said Jogpal, adding that a command centre was set up by the MC from where the sanitation staff are monitored. According to him, he keeps a tab on the report of the command centre about the staff activity.

Though this new system, authorities would be able to monitor the exact location of the workers. The attendance would be recorded ward-wise at the work location and updated immediately from the field using GPS networks daily on a real-time basis.

#contactcenterworld

Posted by Veronica Silva Cusi, news correspondent
Source: https://timesofindia.indiatimes.com


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Today's Tip of the Day - Make Self Service A Breeze

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

Published: Tuesday, June 18, 2019

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