QUEEN’S ROAD: Bruhat Bangalore Mahanagara Palike’s proposed new call centre will address citizen’s issues received through various channels — email, phone calls, SMS, messaging apps and social media.
This Unified Grievance Management System will function similar to the one set up by Bescom, and is expected to start operations in the next one-and-a-half months. It will have multi-lingual customer support representatives and also a self-help Interactive Voice Response System (IVRS).
“Bescom call centre is hi-tech. Considering that as a model, we are setting up Palike’s call centre,” BBMP administrator T M Vijay Bhaskar told City Express. At present, Palike’s control room does not monitor social media.
A senior BBMP official said the call centre has to operate 24x7 with three shifts a day. “The timings can be altered according to the requirements,” he said.
Bhaskar said that the centre would tie up with other civic agencies, including BWSSB, to help address grievances better. “When we get complaints related to these agencies, we shall forward them to the officials concerned,” he added.
Initially, the staff will be outsourced. “Later, BBMP can look into the possibility of hiring its own. But it’s too early to say,” he said.
- Single Unique Number for each complaint
- Increased transparency
- Unified Grievance Handling
- Performance ranking of each ward / officer