Kerala State IT Mission (KSITM) proposes to revamp the citizen call centre facility using latest technology. The call centre has become a boon even to non-residents, according to director, KSITM. It has processed 6.5 lakh calls during January to November this year.

This government to citizen interface enables quick delivery of critical information, otherwise either inaccessible or difficult for citizens to trace.

Situated here under the direct supervision of the KSITM, the centre is equipped with a PRI/ISDN (primary rate interface/integrated services digital network) with 30 lines.

A team of highly experienced and skilled call centre executives man the lines to address queries of citizens round the clock.

The centre provides information and complaint registry services for the benefit of the common man.

ACCESS NUMBERS

The call centre can be reached on 155300 (mobile users may prefix 0471) and is accessible from anywhere in the State at local call rates.

Networks other than BSNL may use 0471-2335523; 2115054; or 2115098. State Consumer Helpline can also be accessed toll free on 1800-425-1550.

Details of schemes, plans and policies of various departments are available from the centre.

Information relating to these is collected and arranged in an electronic database and can be easily and immediately retrieved from computers.

34 DEPARTMENTS

The centre started off as a pilot project May 9, 2005, with nine participating departments.

Today, it answers queries related to 34 departments, six complaint registry mechanisms and 10 government organisations.

Among the most followed are Chief Minister's Sutharya Keralam; labour minister’s help line; State consumer help line; Kerala Women’s help line; Akshaya help line; and complaints against check posts.

vinson.kurian@thehindu.co.in

(This article was published on November 18, 2012)
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