EDMC call centre has no help to offer

The citizen call centre service of East Delhi Municipal Corporation has become a show piece as the executives posted to handle the calls don’t have the requisite information to satisfy the callers. 

‘You please visit the building department at our headquarter to get the details,’ said an executive when Millennium Post called to verify the complaints of residents against the call centre. 

The reporter, on behalf of a senior citizen, wanted to know the process of getting the layout plan of a building approved and documents required for it. Residents alleged that the executives reply in the same way for quarries regarding trade license, health license, property tax, conversion charge, health and hospital related queries. 

‘The executives were posted after proper training to reply to all queries related to the citizens. But the company seems to have replace them with untrained executives,’ said JL Gupta, deputy commissioner of EDMC head office, who is heading the project. ‘Every call made to the call centre is recorded and we will fix the responsibility,’ he added ordering an inquiry into the matter.

EDMC has engaged Gurgaon-based Navigant Technologies to operate the call centre for two years on a pilot project basis. The company was paid Rs 26 lakh.