Launch of Grievance Redressal Call Centre

Chandigarh, 10^th November, 2016: Sh. V.P Singh Badnore, Administrator, U.T Chandigarh today launched the grievance redressal call centre at the Punjab Raj Bhawan. The launch saw the august presence of Sh. Parimal Rai, IAS, Adviser to the Administrator, U.T Chandigarh, Sh. Ajit Balaji Joshi, IAS, Deputy Commissioner, U.T Chandigarh, Sh. Arjun Sharma, IAS (P), Sh. Rajiv Gupta, PCS, Additional Deputy Commissioner, along with other senior officials of the administration. 

The newly launched Call Centre project for Chandigarh Administration with the Vision and Scope of Work will serve as a front end. A Call centre solution is being developed to take all the queries and complaints of the citizens of Chandigarh. Various departments of Chandigarh Administration have been integrated under single Call centre unit like: 

· Food & Supplies & Consumer Affairs

·Deputy Commissioner Office (Arms, Marriage, certificate Society Registration, miscellaneous)

· Mandi Board 

· RLA

· Estate Office

· Disaster Management & Civil Defense

· Red Cross(Ambulances, Funeral Van Service etc)

· Society for prevention of Cruelty against Animals (SPCA)

· Social Welfare (Women, physically Handicapped, Old Age Cell)

· Excise and Taxation

· Labor Department

 The various departments of the administration are grouped and mapped on the following toll free numbers:-

Group 1	Deputy Commissioner Office	1860-180-2067  (Non Toll Free Number)
	Mandi Board
	RLA
	Excise and Taxation
	Labour Department Estate Office
Group 2	SPCA	1800-180-2067 (Toll Free Number)
	Ambulance
	Red Cross
Group 3	Social Welfare (Women, physically Handicapped, Old Age Cell)	Toll Free Number 181 (Already Working)
Group 4	Food & Supplies and Consumer Affairs	Toll Free Number 1800-180-2079
Group 5	Disaster Management	Toll Free Number 1077 (Already Working)
	Civil Defense

All the toll free numbers mentioned above will be manned at the Call Centre established in Sector 19, Chandigarh. All calls except calls related to 181 will be auto distributed on the seats of general agents. Calls related to 181 will land only on the 2 dedicated seats of 181 agents. The newly set up call centres will be performing following Roles for comfort of the residents of the city:

Sr. No	Type	Case Handling	Permissions
1	Agent/Tele Caller for all departments except 181	All departments except 181 Helpline (8 Seats)	·        Ticket Generation,  ·        Ticket Closure, ·         Individual Dashboard, ·         Follow ups, ·         Addition of remarks,  ·        updating of status , ·        Inter Call transfer  & conference,  ·        reverting or forwarding of Case ·        Searching of Tickets ·        Individual MIS report
2	Agent/Tele Caller181 specific	Only 181 Specific (2 Seats)	·        Ticket Generation, ·         Ticket Closure,  ·        Individual Dashboard,  ·        Follow ups,  ·        Addition of remarks,  ·        updating of status  ·        Inter Call transfer  & conference, ·         reverting or forwarding of Case ·        Searching of Tickets ·        Individual MIS report
3	Supervisor General	All departments except 181 Helpline (8 Seats)	·        Live Dashboard monitoring, ·         Follow ups,  ·        Inter Call transfer  & conference, ·         Addition of remarks,  ·        updating of status,  ·        MIS reports ·        Searching of Tickets
4	Supervisor 181	Only 181 Specific (2 Seats)	·        Live Dashboard Monitoring,  ·        Follow ups,  ·        Inter Call transfer  & conference,  ·        Addition of remarks,  ·        updating of status ·         MIS reports ·        Searching of Tickets
5	Nodal Officer: o   L1 Level  o   L2 Level	Cases concerned to their department only or escalated to them only	·        Individual Dashboard,  ·        Addition of remarks,  ·        reverting or forwarding of Case ·        Individual MIS report
6	Admin Call center	NA	·        Rights to all permissions change, ·        user creation,  ·        user deletion, ·         Dashboard Monitoring, ·         MIS Reports complete access ·        Searching of Tickets

The advanced call centre has various features like Dialer Integration with the Call Centre Software, 100% Call Recording, Auto Pop of the Caller details and Caller No on the Computer Screen, SMS Gateway Integrated at all levels, Email Gateway Integrated at all levels, Incoming, Outgoing Call, Conferencing, Call transfer, Mute, Hold features enabled in the software, Supervisor panel Integration, Live Dashboard monitoring for Admin and MIS reporting section, IVR integrated with the Call center solution, To inform citizen about the operational hours of the Chandigarh Helpline, To request citizen to be in queue due to heavy rush of calls.

All departments will depute nodal officers for the same at two levels, L1 and L2. These nodal officers will have Login IDs & will receive queries over auto generated Emails and SMS's, FAQs, Acts and subject matter integrated with Software.

The administration will take following initiatives which would be taken in the near future for the betterment of the services. 

1.     Provision of Online Real time registration of grievances by Citizens

2.     Mobile Application for real time  registration of grievances and queries of Citizens

3.     Walk in of Citizens at Call Center for their complaints and grievances.

4.     Feedback and star rating from Citizens through SMS services

5.     Submission of grievances via Email

6.     Social Media to connect with Citizens and to make them more aware of this facility i.e. Facebook, Twitter

The call centre has been setup for all the grievances related to any department of the administration. However, if the residents have any grievance related to water supply or electricity, they can call at the Municipal Corporation’s grievance redressal Toll Free Number.