IfG.CC -
Institute for eGovernment

The 13-member committee headed by principal secretary (electronics department) and the chief executive officer of Centre for e-Governance (CEG) will regularly hold its meetings at least once every month.

A government order has been issued in this connection by the Department of Information Technology and Electronics on Monday.

All what you need to do is to call the National Contact Centre (NCC) for Government Service on 065008080 and you will get the information you need within minutes.

The centre, which is directly connected with liaison officers at the country's 130 ministries and public entities, enables citizens and non-Jordanians living in the Kingdom to lodge complaints and comment on any services provided by public entities.

These people are said to favour calling GIC's 1919 telephone number for information on access train schedules, foreign employment opportunities, crop prices, etc. It has also resulted in GIC having received over 5 million calls so far, including 1.3 million calls in total in 2010 and 1.5 million calls expected by end-2011, according to Wasantha Deshapriya, the Programme Head for the Re-engineering Government unit at Sri Lanka's Information and Communication Technology Agency (ICTA), the organisation overseeing GIC.

The first-of-its-kind centre will be run by the Bahrain e-Government Authority. It aims to improve public access to government departments by providing a range of services under one roof — including information on office locations, document requirements, government procedures, laws and visa regulations, among other things, a statement highlighted last week.

Silah Gulf is an addition to the other service delivery channels including the national portal (bahrain.bh), the mobile gateway and the eServices centres.

Silah Gulf is one of the leading initiatives for the Bahrain government towards contributing to the national economy to develop employment opportunities for Bahrainis.

Unveiling the system on Thursday in Abuja, the Corps Marshal Mr. Osita Chidoka, said that the move was to complement and adapt the Federal Government’s e-government policy.

The British Broadcasting Corp. and the Cable News Network rendered a series of features recently citing the 30 to 35 percent growth of the country's Information and Communications Technology-Business Process Outsourcing (ICT-BPO) sector, compared to India, which used to be the call center capital, shrunk to an all-time low of only between 10 to 15 percent.

The same reports indicated that most American firms prefer the Philippines as destination of locators because the country is the second biggest English speaking nation after the US.

In an assembly meeting of the Business Processing Association of the Philippines (BPAP) and the Contact Center Association of the Philippines (CCAP), SBMA Chairman Roberto Garcia expressed optimism that Subic Bay will become the next place to be for information and communication technology (ICT) businesses in the country.

The common problem I find that hinders government departments when trying to build their call centres is that everyone wants to immediately know HOW. “How will we do this …. How will we do that … How will the technology work …How, How How.”

The provincial government recently stopped the outsourced contract, terminating the agreement two years early, after deciding to move the functions in-house under the auspices of the Department of Finance. The decision was the result of a “reprioritisation” process within government.

However, government's move resulted in the contract with Dialogue subsidiary Sibize Calling International, being canned. As a result, Sibize itself is likely to close down, because Gauteng was its largest customer.

Marking its 5th year of providing a convenient, direct access between the people and the government this 2013, the contact centre is in the midst of implementing a phased approach towards significantly expanding its capabilities to accommodate various inbound and outbound communication and collaboration, a statement from the centre said.

Dubai eGovernment has announced that the Dubai Department of Islamic Affairs and Charitable Activities (DICD) has become the 16th government department to join the AskDubai service, an initiative that facilitates interaction between the government and its public through a single point of contact. Through the AskDubai call centre, the public can initially enquire about prayer timings for any day or month, and in future will also be able to enquire about various services offered by DICD.

Dubai eGovernment has announced that the Department of Tourism and Commerce Marketing (DTCM) has become the 16th government department to join the AskDubai service, an initiative that facilitates interaction between Dubai government and its public through a single point of contact.

Dubai eGovernment today (Monday, April 21, 2008) organised an award ceremony to honour 15 of its best performing call centre agents, in recognition of their commitment to maintaining the highest quality and efficiency standards while responding to customer requests.

The Lagan Frontline solution has been procured in conjunction with Specialist Computer Centres (SCC).

Recognising that improved customer satisfaction is important, the council established Serving Camden. This programme aims to improve the experience that all council customers – whether citizens or business users - have when they contact the council by putting them at the centre of what the council does.

Caron Bentley of the Council's Business Improvement Team highlights how the planning contact centre is driving through wider changes in service delivery across the local authority.

South Gloucestershire Council recently received a special commendation from the judges of the Innovation of the Year Award, sponsored by the Professional Planning Forum, an independent industry body who support effective resourcing and planning in the contact centre industry. The award process is open to both Private and Public sector organisations and this year saw a record of five Councils reaching the finalist stage.