Citizen Contact Centre

Citizen Contact Centre (CCC) has been conceived as a single point of contact for all the communications needs of citizens in Punjab. It is a shared platform providing call centre solutions for government departments. It is also the first government-to-citizen (G2C) contact centre that manages multiple communication media. Be it a complaint, enquiry or a suggestion related to a public service, citizens can approach the CCC for all their communication needs.

It is a multi-channel communication platform that includes services such as:

  • Inbound/outbound callsHelpline/complaint line with IVR facility
  • Outbound survey calls facility
  • SMS/MMS query and broadcasting service (text and/or voice)
  • Pre-recorded calls/robo calls with response capture facility and

The CCC is currently managing 30 active public campaigns through its helplines, survey lines and complaint lines. These include the Online College Admissions System Helpline (OCAS) and the Punjab Health Line. The CCC is also managing the national Hajj campaign where pilgrims and their relatives can enquire about various aspects of Hajj services. Another high-priority campaign at the CCC is a whistleblower campaign on counterfeit drugs. Future possibilities for CCC include social media interaction and webchats.

Performance from November 2015 till August 2017

Citizen queries, complaints and suggestions answered   1,319,140
Outbound calls for surveys, reminders and citizen feedback regarding GoPb services   430,000
Robocalls for automated citizen feedback and service improvement   2,756,325
Bulk SMS for reminders and confirmation on registering/closure of service request   199,304