HYDERABAD: A round-the-clock call centre where citizens can call to register their grievances relating to civic problems is going to be established shortly at a cost of about Rs 95.79 lakh.The standing committee of the GHMC gave green signal to the proposal at a meeting held recently and the same would be recommended to the general body for according administrative sanction. The call centre will be established under the Build Operate Own and Transfer (BOOT) model with the selected agency operating and maintaining it during the three year contract period. Presently, the civic body is running three call centres with toll-free numbers of 1253, 155304 and 23226982.However, these call centres are not well-equipped and the staff were lacking expertise to handle calls.Besides, they were also functioning for specific hours during the day.There were also several complaints these call centres were not responding to calls made by citizens during emergency times.As the call centre is the first point of contact for citizens for seeking information on various services and to lodge their complaints, the GHMC commissioner MT Krishna Babu felt they should be strengthened to provide accurate information, services and grievance redressal.Krishna Babu said the proposed call centre would be functional within two months.For setting up the centre, the main components are providing the hardware and software infrastructure for a 10-seat capacity call centre and manpower that includes about 15 operators and two managers. The broad scope of work involves designing the call centre to receive 120 calls at any time, facility to record, reply and monitor calls for 30 days, make calls to citizens and concerned officers and store call information reports.
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