Kerala State IT Mission to upgrade its Government Call Centre


Trivandrum: Kerala State IT Mission (KSITM), the nodal Agency for the Department of IT, Government of Kerala, has initiated steps from professional System Integrators to revamp the functioning of the Government Call Centre or the Citizen’s Call Centre, as it is more popularly known.

The Citizen’s Call Centre (CCC) was made operational in May 2005 and works on all calendar days on a 24×7 basis, except on National Holidays. The project is under the direct administrative control of the State IT Mission. The call centre provides various informational services and complaint registry services with the help of a team of highly experienced and skilled Call Centre Executives.

In the present status, there are 64 participant clients including Government Departments, projects, complaint registry mechanisms, Universitie,s etc. The Chief Minister’s Sutharya Keralam Programme, State Consumer Helpline, Entrance Commissionerate, Akshaya Helpline, UIDAI, etc are some of the key programmes handled by CCC. Services are provided in both English and Malayalam. The helpline is accessible from anywhere in Kerala without any queue and delay at local call rates.

According to a press note from KSITM, the average call volumes handled are more than 500 calls per day. The revamp focuses on improving the reach of the Citizen’s Call Centre by increasing the number of services rendered and the infrastructure available to reach more citizens seeking information. It is expected that once the upgrade is completed call centre is expected to be equipped with software which is integrated to departments whose online informational services would be offered via call centre.

Interested solution providers can check out e-Tender system of the Kerala Government for more details.

Kerala IT News

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