BSCL to appoint more executives to man 1929 helpline call centre
2
Bhubaneswar: In a bid to improve the
grievance redressal
mechanism,
Bhubaneswar Smart City
Limited (
BSCL
) has decided to strengthen its unified helpline number (1929) call centre by appointing more executives and professionals.
As per the plan, the
1929 helpline
number, which primarily receives grievance-related calls from residents and is currently manned by 30 executives, will have an increased strength of 186 personnel, including supervisors and a data analyst.
Officials said the plan has been mooted in the greater interest of the smart city residents. With the increased number of professionals, the call centre can now operate efficiently and address the queries of people on a 24x7 basis.
"We decided to increase the staff strength of the 1929 unified call centre to improve service delivery in the city. Existing staff will be retained while new trained personnel will come in to aid them," BSCL general manager (administration and technology), Purandar Nanda, said.
Nanda said that the number of calls to 1929 have increased significantly in recent years. "We are receiving both grievance and service-related calls.
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We issued a tender now to select an agency which will provide us with the new executives," he said.
BSCL, the special purpose vehicle executing smart city projects in Bhubaneswar, specified the requirement of the new executives. There will be 175
call centre executives
who will have at least a post-graduate diploma in computer applications (PGDCA) and three years of relevant experience.
Additionally, the call centre will have 10 supervisors who will have an MBA degree with three years of relevant experience and one data analyst who will have a BTech degree with data analytics and a minimum of three years of experience.
BSCL currently operates the 1929 service from the Integrated Command Control Centre located at Satya Nagar. Besides the call centre, the command control centre also houses a monitoring station for the CCTVs installed in different parts of Bhubaneswar.
"The 1929 helpline number is a great initiative of the smart city. I dialled there a number of times in the past and saw prompt action on the part of authorities. It is the right decision by smart city officials to strengthen the helpline number," Niraj Hota, a Saheed Nagar resident, said.
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