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Public Administration News  
Sri Lankan Government Call Center Continues Success
Source: http://www.futuregov.asia/articles/2014/jan/29/sri-lankan-government-call-centre-continues-succes/
Source Date: Wednesday, January 29, 2014
Focus: Electronic and Mobile Government
Country: Sri Lanka
Created: Jan 29, 2014

Sri Lanka’s government call centre, Government Information Centre or GIC, has received more than 1.6 million calls from the public in 2013, the ICT Agency of Sri Lanka(ICTA) announced.

GIC was set up in 2006 to provide information on citizen services in all three languages prevalent in the country (Sinhala, Tamil and English) through one number - 1919.

It is a key project under the ICTA’s ‘Re-engineering Government’ programme. On average the call centre received 2500 calls daily.

In a Facebook post last week, GIC announced that there is now a dedicated team to respond to queries on its social media page. “We are truly going the social media way,” it added. The call centre is now open seven days a week from 8 am to 10 pm the post also informed.

In 2013, most enquiries were made on the Railway DepartmentDivisional SecretariatsPolice Department,Motor Traffic DepartmentImmigration and Emigration Department and Education Ministry.

Apart from the benefits to callers who are able to obtain the required information conveniently, the dedicated central line for enquiries also enables government agencies to be more efficient in addressing the citizens’ needs and delivering better services.

A parallel project also provides the same information through a website at gic.gov.lk. The technical team ensures that the website meets Government Web Standards, while ICTAoversees the content uploading and management.

The call centre project was handed over to the Presidential Secretariat in 2009; however,ICTA continues to manage the GIC website.

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