Responsiveness of Govt Websites/Phone No.s - Inputs on Root Causes
Dear Friends:
Below is a summary of the key issues outlined by you on the Responsiveness of Government Websites and Phone Number.
Kindly review them and help identify Root Causes for these Issues. Once we know the Root Causes, we will identify solutions through a separate post and develop our whitepaper on the subject for submission to PMO and associated ministries.
I greatly appreciate your patience and participation in this process. It takes time from inputs collection, collation, submission to some Government action. However, we as citizens are giving the collective overview to the Government along with solutions which will make Government plans/actions/spending much more effective than it has been in the past.
Thanks again,
Rajendra Pratap Gupta
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Responsiveness of Government Websites/Phone Numbers - Key Issues
1. All the 4 digit telephone numbers given out to redress your problems, be it traffic related, PWD sties or NDMC are hard to get through to
2. Performance of the Government websites is poor
3. Websites are not friendly including their URL
4. Website updates are poor
5. There is no acknowledgements when any issue / query raised through these portals
6. Email ids don't belong to any particular person, hence nobody seems to be held accountable
7. Information contained on government websites is mostly outdated
8. The emails sent on Govt. website are generally rejected
9. User interface is not interactive and GUI is dampening
10. In most of the cases, there is no follow up ID or ticket ID provided for follow up tracking
11. Often Call centres are not provided with real time update for addressing queries
12. There is a long waiting time to reach customer support
13. Even if a complaint is lodged on helpline, there is no action or response
14. No escalation of non-responded emails/unresolved complaints
15. Calls keep getting transferred from one department to another
16. Many government offices do not even have any employees exclusively to man the phones
17. Email ids , name and contact numbers are not updated regularly on the websites
18. Customer service has no phone etiquettes
19. IVRS system is so designed to confuse an average caller
20. Timings are quite restrictive - 10 Am to 5 PM more
Below is a summary of the key issues outlined by you on the Responsiveness of Government Websites and Phone Number.
Kindly review them and help identify Root Causes for these Issues. Once we know the Root Causes, we will identify solutions through a separate post and develop our whitepaper on the subject for submission to PMO and associated ministries.
I greatly appreciate your patience and participation in this process. It takes time from inputs collection, collation, submission to some Government action. However, we as citizens are giving the collective overview to the Government along with solutions which will make Government plans/actions/spending much more effective than it has been in the past.
Thanks again,
Rajendra Pratap Gupta
---------------------------------------------------------------------------------------------------------------------------------
Responsiveness of Government Websites/Phone Numbers - Key Issues
1. All the 4 digit telephone numbers given out to redress your problems, be it traffic related, PWD sties or NDMC are hard to get through to
2. Performance of the Government websites is poor
3. Websites are not friendly including their URL
4. Website updates are poor
5. There is no acknowledgements when any issue / query raised through these portals
6. Email ids don't belong to any particular person, hence nobody seems to be held accountable
7. Information contained on government websites is mostly outdated
8. The emails sent on Govt. website are generally rejected
9. User interface is not interactive and GUI is dampening
10. In most of the cases, there is no follow up ID or ticket ID provided for follow up tracking
11. Often Call centres are not provided with real time update for addressing queries
12. There is a long waiting time to reach customer support
13. Even if a complaint is lodged on helpline, there is no action or response
14. No escalation of non-responded emails/unresolved complaints
15. Calls keep getting transferred from one department to another
16. Many government offices do not even have any employees exclusively to man the phones
17. Email ids , name and contact numbers are not updated regularly on the websites
18. Customer service has no phone etiquettes
19. IVRS system is so designed to confuse an average caller
20. Timings are quite restrictive - 10 Am to 5 PM more
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May 08
The updates every year was by non professional IT guys are the reason. The staff of the government organisations and the unskilled IT guys are the beneficiaries. more
Jan 05
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Jan 05
Net connected Grievance Redress Cells at all Government Departments only can solve all issues please . more
Jun 02
