THE newly launched 144 call centre is just
the beginning of a more extensive universal call centre for non-emergency
services, to be achieved within an eight-year target.
The 144
call centre is a collaborative project between the Department of Electrical
Services (DES) with private sector agencies; BAG Networks, DST Group, TelBru
and Microsoft, to have a universal telephone number for the DES, instead of the
separate telephone numbers for each district.
In a
press conference after the launching of the universal call number, 144, for the
DES, CEO of BAG Networks Haslina Hj Mohd Taib said that the organisation hoped
to extend the scope of the call centre to a wider area of non-emergency
services, similar to the 311 non-emergency phone number - a source of all
government information and non-emergency services - used in New York, the
United States.
The
public and private sector partners are setting an eight-year mark to achieve
this target. "Hopefully, we can achieve it in less than eight years,"
Haslina said.
She
revealed that the current 144 number for electrical services is a pilot project
for an enhanced management of services, which will be extended to other
goverment agencies in the future. The project is an effort by both the public
and private sector to improve the response and efficiency of services in order
to boost the development of the country, she added.
Permanent
Secretary (Downstream and Power) of the Prime Minister's Office, Hj Jamain Hj
Julaihi said, the DES is looking at the possibility of implementing the
Supervisory Control and Data Acquisition (SCADA) system into the 144 call
centre, to monitor problem areas in electrical services. This system will allow
transparency on the processes for both the department as well as the customers,
through sharing of information between both parties. It also records
information of the caller and the types of complaints made.
"In
the next 2 years, we will have a SCADA system which will be able to pinpoint
the problem areas without people calling. Right now, we are relying on
information from people to see where are the problem areas," he said. The
system used for the 144 call centre will bring about standardised processes of
resolving issues related to electrical services, and this will be applied to
the non-emergency services telephone numbers.
The
Brunei Times
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