Superb news about the improvement in the services to the Chennai residents with the help of Modern Citizen Engagement Platform!!
Posted on: 03/Oct/2023 9:38:06 AM
More than 89 lakhs residents in Chennai depend on just 10 persons at the helpline call centre to register complaints. Every day in the monsoon season, atleast 500 complaints get registered. This has led to many issues for the residents. This issue won`t be hereafter!!
To improve the services of the residents in Chennai who seek help from the officials to resolve civic issues, GCC or Greater Chennai Corporation would soon launch a modern citizen engagement platform with ChatBot.
It is now said that this new platform would utilize AI systems to improve the communication between officers and the residents. It was mentioned by an officer from GCC that the final implementation was expected in 15 days. This would make the residents to directly contact the officers.
It is noteworthy that the difference between old helpline 1913 and the new platform was the automation of monitoring broken calls from the residents. Point is that 2% of calls made to the 1913 helpline were classified as broken calls. By manually collecting the details of the residents (as the call centre and grievance redressal platforms are separate) the GCC monitored these at present.
Now, after manually collecting the data, the residents are contacted by GCC. This process would be automated once modernisation gets completed. There would be integration of call centre, grievance redressal and social media components etc.
Major role would be played by the Integrated Command and Control Centre. In the last NE monsoon season, the 1913 helpline call centre that had just 10 persons was increased to 50. Ahead of the upcoming NE monsoon season, the modern citizen engagement platform would be launched. In the next 3 months, there would be superb improvement in the services to the residents in Chennai.
