Government Information Center 1919

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Government Information Center1919
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Contents

• Glimpse at GIC
• Implementation of GIC
• Manpower
• Technology
• Process
• Assessment
• Internal
• External
• ICTA
• Independent

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Glimpse of GIC

• Started on the 11th of April 2006
• Calls Analysis
• Total Calls till date 537,943 (9th Dec 07)

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Implementation of GIC
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Implementation of GIC

• Manpower
• Started with 7 people
• Presently manned by 17 people
• Training
• Soft skills
• Service knowledge

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Implementation of GIC

• Technology
• CRM
• Concerto 5.2, Presently known as ASPECT
• IVR
• Trilingual
• Knowledgebase
• Built In-house, tri lingual supported, al
  information related to government departments
• Telecommunication
• E1 connectivity to bring the calls in

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Implementation of GIC

• Process
• Call Handling
• SLA of answering within 1st 3 rings
• Script Management
• Script efficiency
• Script mixing
• Escalation

• Reporting
• Daily
• Monthly
• Quality Control
• Voice
• Knowledge

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Quality Assessment of GIC

• Internal Assessment
• Internal quality assessment tools such as
• Side-by-side jacking
• Silent monitoring
• Coaching
• TNA

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Quality Assessment of GIC

• External Assessment
• ICTA
• Random Sampling
• Mystery Caller scheme
• Third party verification

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Operations and Management of GIC

• Public Private sector partnership ROLE MODEL
• Efficiency
• International Standards
• Adoption of state of the art world class
  technology
• Dynamic management
• More public oriented, warm customer service
• Flexibility to adopt changes and requirements

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Next STEP

• Highly synchronized public sector information
  management
• Greater publicity and Awareness programs
• Greater coverage of departments by the GIC
• New schemes for the public
• Grievance handling
• Call the president

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Thank you
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