Tuesday, October 14, 2008

Connecting citizens to strategy makers to fight corruption

G2C project will offer services for Redressal of public grievances pertaining to education, checking land records online as well as publishing and monitoring tenders.

A bid to improve public services, the Madhya Pradesh government, in association with Omnia BPO Services Limited, plans to launch a government-to-citizen (G2C) project -- a helpdesk for its citizens. The project intends to strengthen governance and combat corruption.
G2C project will offer services for Redressal of public grievances pertaining to education, checking land records online as well as publishing and monitoring tenders. This portal also supports employment advertisements and provides information about various government schemes.

The whole idea of implementing the interface is to eliminate the digital divide and to seamlessly connect citizens to strategy makers. It also aims to make people aware of governmental help provided to them. Citizens just have to go to the G2C kiosks and register their complaints there. Kiosk managers help them log on to G2C website and post their complaints. Citizens have to pay a nominal fee to the kiosk manager.

The entire process is transparent. One can, at any point of time, check the status of a complaint and easily identify whether the complaint has been acted upon or not. It helps administration streamline its operations and expose bottlenecks in the internal processes. This will help put pressure on non-performing officers, whose lax response to petitions and grievances have been made obvious from the outstanding petitions that the officer has to work on. This will also help kiosk operators earn more.

The government would become more approachable to citizens who earlier had to forgo their wages to stand in a queue just to file petitions. In the past they would have had to follow up with several government offices to find out the status and outcome of their petitions.

Omnia BPO Services Limited is a part of SpiceCorp Global group of companies and is a leading On-shore BPO providing high quality Customer Life Cycle Management services. Spice Mobile, Spice Telecom, Hot Spot Retails, Spice Net and Cellebrum are other prominent members of the Group.

Omnia BPO provides both Inbound & Outbound customer support and telemarketing services to AIR INDIA on a nationwide basis. It also provides entire gamut of Call Centre services to Idea Cellular Limited, MTNL, Spice Telecom, DISH TV and Max New York Life Insurance Company and is the process of implementing an important G2C project Citizen Helpdesk for government of Madhya Pradesh.

Omnia BPO plans to be 5000 seats On-shore BPO by the end of this year, with an annual turnover of over Rs.250 crores with major focus on Travel, Telecom, e-Governance and BFSI segments. Retail segment has also been earmarked as potential area for future growth.

Having bagged the contract of Indian Railways for operating Integrated Train Enquiry Services (ITES) all across the country, a company under the name of Bharat BPO Services Limited has been promoted to implement this project. Zonal Call Centers for this project are located at the 4 metros of Delhi, Mumbai, Chennai and Kolkata the four Regional Call Centers are located at Noida, Ahmedabad, Mysore and Kolkata to begin with.

This operation, not included in the statistics of OMNIA BPO, has been started with about 700 seats and 2000 persons and is poised to scale up to 2000 seats and 5500 persons in a year.

It is already handling about half a million voice transactions every day and this volume is expected to cross 2 million transactions a day by the end of year 2008. The services being provided to the Telecom segment include complete Customer Life Cycle Management, right from Welcome Calling to First Bill ( Hand Holding ) call to dealing with customer complaints, handling Complaint Escalation Process, Payment Reminder and Follow up Calls. In Telecom segment we also handle Out-Bound calls in Life Cycle Management Process including Relationship Building, Value Building, Retention and Loyalty Management calls.

In BFSI segment, the company has started with handling Out-Bound calls for client verification, collecting relevant information from already existing clients, payment reminder calls for existing clients, calls for revival of lapsed policies and has also taken up a process for Direct Marketing of policies to new clients starting from acquisition of data base to collection of payment for the policy.

Source: http://www.merinews.com/catFull.jsp?articleID=143805