The New Delhi Municipal Council (NDMC) is using technology to better the quality of life in its zone. Having studied feedback from people over a period of time, it has now started a 24x7 call centre to address the concerns of citizens, NDMC Chairman Jalaj Shrivastava said.
Capable of handling 30 calls at a time, the call centre's services will be available both in Hindi and English, Shrivastava said. The service will handle customer queries and complaints as well as feedback on New Delhi Municipal Council (NDMC) area.
Each call will be tagged in the CRM (customer relationship management) software, and acknowledgement and responses will be made through email, phone and SMS, Shrivastava said. Presently, citizens can complain about services online. This system generates a complaint ID, and the complaints automatically get forwarded to concerned officials for quick redressal. There will be a log record of all telephone calls, mails and SMS for follow up. The NDMC will also maintain an extensive consolidated report mentioning the total number of complaints and the nature of response, the New Delhi Municipal Council (NDMC) Chairman said.
If complaints are not handled in a time-bound manner, citizens will have the right to approach senior officers, going all the way up to the Chairperson. Among future possibilities are the integration of existing system with mobile based applications, integration of CRM with billing and house tax system, and integration of customer care number with the helpline number. The New Delhi Municipal Council (NDMC), the smallest of the civic agencies in Delhi, presides over the heart of the national Capital whose residents include a virtual who's who of India.