IT enabled Citizen’s Call Centre gains popularity in Kerala


Trivandrum: With more and more services added to it, the Citizen’s Call Centre (CCC) facility introduced by the Government of Kerala has became a sought-after facility for the citizens to interact effectively with the Government in an IT enabled single window facility. According to the data from the Kerala State IT Mission (KSITM), the facility has processed 6.5 lakh calls this year alone (till November).

Envisaged as a Government to Citizen (G2C) interface, the Call Centre enables quick delivery of critical information, which is otherwise either inaccessible or difficult for the citizens to trace. The relevance of a Government / Public Call Centre is more important in the context of increased focus on e-Governance and with the implementation of the Right to Information Act 2005 for providing information to the citizens in a user-friendly manner. This Integrated CCC that was made operational in May 2005 works on all calendar days including holidays, on 24×7 basis.

An initiative of KSITM as one of the e-governance projects of the State government, the Call Centre situated at Thiruvananthapuram under the direct supervision of the IT Mission, is equipped with a PRI/ISDN connection with 30 lines, a team of highly experienced and skilled Call Centre Executives, function to address the queries of the citizens round the clock. It provides, over telephone, provides information and complaint registry services for the benefit of the common man.

As a pilot project, the operation of this centre started with nine participating departments. Today the Call Centre answers queries related to 34 departments, six complaint Registry Mechanisms, 10 Government Organizations and five Projects. The Chief Minister’s Sutharya Keralam Programme, Labour Minister’s Helpline, State Consumer Helpline, Kerala Women’s Helpline, Akshaya Helpline and complaints against Commercial Taxes Check post are some of the key programmes handled by CCC.

The Call Centre is available at 155300 (Mobile users should prefix 0471) and is accessible from anywhere in Kerala at local call rates. Networks other than BSNL may use 0471-2335523, 0471-2115054 or 0471-2115098. The State Consumer Helpline can also be accessed through the toll free number 1800-425-1550.

Kerala IT News


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