PITB's Citizen Contact Centre receives 2.3 million calls in 30 months

The Punjab Information Technology Board (PITB)'s project, "Citizen Contact Centre" (CCC) launched in November, 2015 has answered 2,393,832 (2.3 million) calls till date in response to inbound calls from the respective citizen for information, complaint and feedback, which is operational 24/7 in three shifts while a total 6,15,664 (600K) outbound calls made for citizen feedbacks. Total Robo calls made are 6,568,145 (6.5 million). This was informed in a progress review meeting chaired by Dr Umar Saif Chairman PITB here on Wednesday.
Thirty (30) campaigns were being served by the CCC pertaining to the federal and provincial departments, which include Punjab Health Line, Online College Admission, E-stamping Helpline, Chief Minister E-Rozgar Training Program, Pakistan Hajj Helpline, Overseas Pakistani Commission, Excise & Taxation Punjab, Helpdesk - Smart Monitoring, BISE Helpline, Citizen Facilitation Centre, Awaz-e-Khalq, Labbaik Bhakkar helpline, PDMA Disaster Helpline, Zimmedar Shehri Helpline for CDGL, Smart Monitoring Feedback Calls, Punjab Agriculture Helpline, Livestock Department helpline, Citizen Feedback Monitoring Program, Chinese SOS Helpline, Biometric Attendance System, Lahore High Court, E-Learn Tablets Parent Feedback, Population Welfare Department, Prime Minister Youth Program Helpline, Punjab Khidmat Card Helpline, Punjab Metro Bus Helpline, Punjab School Hotline, Unique Identification of Student in Public School, WASA Helpline and Business Registration Unit Helpline.
The meeting was informed regarding the future advancements of CCC, which will include Customer Service Index (CSI) with the help of Citizen feedback at the end each call, SMART IVR: (an IVR automation). It would be helpful in serving of the respective citizens more speedily without any wait.
Channel of customer facilitation could be enhanced. Mobile app of CCC to connect with the helplines without the internet using android and IOS smart phones. Self-service portal for citizen to follow up on complaints, Social Media Facebook & Twitter integration with citizen call centre, Chat integration citizen to chat with live agent, on queries, complaint and suggestions Complaint escalation hierarchy if the complaint is not resolve at the 1stlevel than it would be auto escalated to next level till it's resolved.