Evaluating the Government Call Center: A three phased approach

Anindita Paul () and Sidhartha S. Padhi ()
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Anindita Paul: Indian Institute of Management Kozhikode
Sidhartha S. Padhi: Indian Institute of Management Kozhikode

No 211, Working papers from Indian Institute of Management Kozhikode

Abstract: Government call centers are a way to reach out across the digital divide as citizens can avail the services using a phone call. Not many studies evaluate government call centers as they have started appearing recently. The Chief Minister’s Call Center in the state of Kerala in India was evaluated in three phases- analysis of call records, analysis of caller feedback and review of the online system. The findings highlight how government call centers need to work as a one-stop shop in trying to increase the response time to citizens by integrating well with all the different departments, better utilisation of resources available, training the agents for handling calls for better citizen satisfaction and utilising the online system better. The overall analysis indicated the need for redefining the role of the agent and increasing utilization of the online resources with focus on user-friendliness.

Keywords: Government Call Center; Digital Government; eGovernment; Kerala; Chief Minister’s Grievance Redressal Cell; Chief Minister’s Call Center (search for similar items in EconPapers)
Pages: 3 pages
Date: 2016-12
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