Revenue Department to set up 24×7 Call Centre for citizens’ convenience
In a first, the Revenue Department is all set to up a 24×7 Call Centre for citizens’ convenience in Jammu and Kashmir.
A tender in this regard has been invited tender by Jammu and Kashmir government on behalf of Lieutenant Governor of the Jammu & Kashmir (UT), Commissioner in Secretary to Government, Revenue Department from registered bidders/firms/companies/professionals on the GeM portal.
The Revenue Department forms the backbone of the Civil Administration through which it reaches the remotest corners of the UT. Land being the most important and material possession of the citizens, proper maintenance of its records is of paramount public importance.
The performance of the Revenue Department assumes significance as it secures the social and economic welfare of the people. The UT of Jammu and Kashmir comprises two Divisions, 20 Districts, 49 Subdivisions, 207 Territorial Tehsils, 558 Niabats, 1662 PatwarHalqas and 6860 Villages.
As per the tender notice, the call centre has shall manage, monitor and mobilize land revenue, records and resources to the convenience of citizens.
The tender further reads that the functions of the Call Centre will mainly be to answer citizen queries related to Revenue Department services (such as services provided, procedures for securing services, grievances, complaints, suggestions, contact numbers of concerned officials, the status of service requests, etc).
Also, to log grievances of citizens into the Complaint Registration Software of the Revenue Department or any computerized format of Revenue Department as the case may be and transfer the information to the concerned officer. Pending complaints shall be escalated to a higher level.
Call centre professionals may have to do any other function as decided by the Revenue Department such as monitoring of Online Services etc. Also, to make phone calls to citizens once their complaints have been attended by the Revenue Department (as per the status displayed/indicated in the systems or through another mode of communications) and log their satisfaction/dissatisfaction with further actions, if any.
Also, the functions of the Call Centre will be to make phone calls to citizens/organizations/agencies on various issues as necessary from time to time. Also to provide information about calls received and actions taken to the designated officers and officials of the Revenue Department on a daily basis and/or as and when asked for by such officers and officials. Provide detailed Monitoring reports grievance-wise / department-wise /officer-wise and also the summary reports at the end of the months.
Also to re-development of existing CRM Software as per Revenue Department requirement will the functions of the Call Centre. Also, the overall call flows involve aspects of outstanding taxes and fees, queries and information regarding Revenue Department Services or Status check of service requests, and grievances or logging of new grievances will be the functions of the Call Centre.
“The Revenue Department requires setting up of call centre with well-trained Call Centre professionals for its own services which will work for 24 hours x 7 days a week round the clock. A single consolidated bill by the successful bidder may be raised on monthly basis for the Professionals engaged at the call centre with a copy of the attendance sheet(s) duly certified by the Nodal Officer/Incharge of the call centre and will be submitted to Revenue Department for further process of payment”, the tender reads.
At any given time during the functioning hours, well-trained Call Centre professionals must be (like this arrangement) available at the Centre for handling calls to the Revenue Department Call Centre. The space for such a centre will be provided by the Revenue Department.
