Kathmandu metropolitan city has started a call center to hear and address public complaints within the jurisdiction of the local government. Called “Grievance Handling, and Inquiry Center”, it can receive 15 calls simultaneously, and record them on the Metro’s own server.
The first executive meeting on May 30th under the newly elected Mayor of Kathmandu Metropolitan City Balendra Sah aka Balen had decided to start a call center. Substantiating the decision, the call center has begun its operation from today, June 6th. The call center remains one of the key policy implementations for the new Mayor of the country’s most crowded metropolitan city.
“To establish ourselves as a responsible government, we have started a call center. What the government is doing? People should be able to ask. They deserve a place where they can leave their concerns and issues. For this call center will work,” Mayor Balen said.
More specifically, you can call in at the call center for inquiries and complaints concerning the services by the metropolitan, wards, departments, projects, and units of the metropolis, and works relating to the distribution of metropolitan services and facilities. Besides, People can also call to share their expectations from the local government.
The call center is operational at the National City Hall, Pradarshani Marga, Kathmandu.
“If you have a complaint to make at Metropolitan or have an inquiry, you can call at 166001 05511. The calls are free of cost. The center can receive up to 15 calls at the same time. At present, we have started with 5,” Department of Information Technology Chief Namaraj Dhakal shares.
Kathmandu Metropolitan Call Center Contact
Capacity right now
During Office Hours
15 calls simultaneously
Besides, the call detail records are also recorded at the Metropolitan’s server. Likewise, the representative takes details of the caller’s contact number, time of the call, details of complaints or inquiries, locations, etc. After this, the automated system forwards the issues shared by the caller to the concerned officer, Mayor, Deputy Mayor, or the Chief Administrative Officer by email or SMS.
The email would contain the voice of the caller, location, and other necessary details.
The next day a call center representative requires receiving updates and progress from the concerned officer or warding. He/she must then report it back to the caller regarding when they can expect to see the issues addressed.
Call at any hours
IT Department Chief Dhakal says the office will stay operational during office hours. However, the residents of the valley can still call anytime. If they dial 5 after making the call, the call is recorded for the representatives to process later.
The call center will be a key stepping stone for Mayor Balendra Shah as he preps up to address the ravaging issues of Kathmandu. Similarly, it will also help him bridge the gap with the people and make them feel the presence of the local government.
Do you think the call center will be a perfect choice to hear and process public concerns for the local government of Kathmandu? How far will it be a success? Do share your opinion in the comments below.