Page 47 - Shelter - April 2025

CASE STUDY

2.1 Stakeholder stakeholders through CTI, TTS, ACD, Dialler,
Engagement SMS. voice logger, IVRS for call
waiting, active directory,
The project involves over • Citizen Satisfaction antivirus & other security
4,500 administrative units Survey. solutions etc.
and multiple departments. • Outreach surveys
A dedicated Call Centre, through outbound calls • The system architecture
Data Processing Unit, has been designed to
Field Validation Unit, and • Finding out policy and meet the requirements of
a social media cell ensure implementation level the programme and the
that grievances are handled gaps, preparing analytical performance including
efficiently. Field teams verify reports to be shared with service levels.
resolutions on the ground and Departmental Heads. • Telecom Infrastructure
upload citizen feedback to the The call centre has been and codes.
SSM’s social media handles, equipped with the required
building public trust and ICT infrastructure for smooth Table 1: Call Centre Unit &
accountability. operations including network Data Processing Unit
All grievances received infrastructure, hardware Sl Role No. of
through toll-free no. infrastructure and telecom No Description Personnel
9137091370 at Call Centre are infrastructure as given below: 1 Team 40
uploaded and routed through • Network Infrastructure: Lead (Tele
the portal (www.cmo. The call centre is Calling)
wb.gov.in) for taking further equipped with 2 Tele-callers 420
necessary action. properly laid out LAN 3 Quality 40

The existing set up of the infrastructure and other Lead (Tele
Calling)
CMO Grievance Cell along network equipment 4 Total 500
with the Managerial and (such as routers, Manpower
Data Analysts dedicated for switches, firewalls etc.)
CRMU have been streamlined along with required 420 tele-callers are available
to ensure: internet connectivity for to take calls from citizens who
connecting to required collect in detail information
• Real-time data collection. like applicants’ profile,
sites/applications of the
• Result-based monitoring MPI&GC for integration address, grievance description
of data. /access purpose as and submit for validation.

• Understanding the required by Information The team-lead, with around
3-5 years of experience in
profile of the applicants. Technology & Electronics handling tele-callers, are
Department.
• Validation and present at the call centre floor
sanitization of data • Hardware & Software to oversee the day-to-day
received. Infrastructure: Like operations. The quality-lead
Servers, SAN storage, reads the grievances, modifies
• Real-time assessment, PCs, the software when necessary to ensure
escalation and resolution operating system, that the correct grievance
of grievance data.
application servers, web description is noted for
• Timely update on servers, database servers, effective redressal and maps
redressal status to load balancers, CRM, a grievance category for each

April, 2025, Volume 26. No.1 - SHELTER 45