The Federal Government has inaugurated a Government Contact Centre (GCC) to improve accessibility to government services and information.
The centre is government and private sector driven initiative.
Inaugurating the centre in Abuja, the Minister of Communications, Mr Adebayo Shittu, said the centre was a technology-enabled multi-channel and multi-lingual platform.
He said that the platform was developed to improve accessibility to government services and information by interested parties.
“The robust platform presents citizens and interested stakeholders with an avenue to obtain information on (or provide feedback to) Ministries Department and Agencies (MDAs).
“It also provides access to services via telephone, multi-lingual agents: Hausa, Ibo, Yoruba, English and pidgin.
“Other languages can also be incorporated subsequently, email, chat and social media (Twitter and Facebook).
“The centralised nature of the deployment makes it available to serve various MDAs as a reliable medium for making their services and information available to stakeholders.
“It will also receive feedback without the extra investment in “Call Centre Infrastructure,’’ he added.
Shittu said GCC would provide telephony, call routing, call recording and advanced Interactive Voice Response (IVR) capabilities and much more through the use of cut edge technology.
The Minister who noted that infrastructure is modular and scalable, said the core network for the GCC is hosted within government data centre and as such could be easily linked by all MDAs on the Fiber network being developed by Galaxy Backbone.
He said the agents of GCC were outsourced and located within the facilities of the private sector collaborators and currently had centres in Abuja, Lagos and Enugu all connected to the central infrastructure.
“There will be two level agents and mini-helpdesk facilities within the various MDAs to respond to more specific requests with professional detail.
Managing Director of Interra Networks Ltd, Mr Emeka Okafor said GCC was designed for all MDAs to enable them to improve their service delivery.
Okafor said that through the GCC, the MDAs would be accessible to the public in line with President Muhammadu Buhari agenda for job creation.
He said the centre would be accessible from 8a.m. to 5p.m. Monday to Friday with the exception of Nigerian public holidays.