Success story

GMDA, smart city increased citizen satisfaction and operational accuracy with our communication solutions.

Better smart city resource utilization

Increased citizen satisfaction

Improved smart city operations

Better resource utilization

Overview

GMDA (Gurugram Metropolitan Development Authority) has been handling the growth and development, along with the transformation to a smart city for Gurugram and nearby areas. Gurugram is one of the technology and financial hubs in India.

We are glad that we are part of this project and that we could contribute to making this city a smart city in India with our expertise and solution. Our team built and deployed a highly personalized solution for Gurgaon. A centralized and streamlined system is built and implemented for the citizens.

Challenges

Challenges faced with legacy system

GMDA used to use a manual system with minimum digitization, which caused multiple challenges in handling citizen concerns.

  • Difficulty in managing different complaints using files and paperwork.
  • Slow process of assigning citizen concerns to respective executives in specific departments.
  • Missing system to provide status of the raised issues to citizens.
  • Keeping an eye on the status of the ticket to escalate quicker resolution.
Solutions

Our Solution to GMDA, Smart City

DialShree: Call Center Solution

We have deployed our popular call center software, DialShree with the required customization and integrations. The dynamic IVR system of this software provides a quick and simple means to raise and track concerns of the citizens. It also lets citizens talk to the concerned person in the smart city about their issue or emergency help they might be in need of. The reports and call logs provided by this call center solution are used to evaluate the performance of smart city staff, ticket resolution, etc.

Notable Services: Integrations

We have integrated a third party IP PBX system with this dialer software to provide internal extension calling support. We have also integrated a grievance management solution and help desk ticketing mobile app to automatically raise a ticket into the respective systems once it is raised via call center software. We have also provided call center software integration with a tool to show the live status of ongoing, resolved, and overdue, tickets on the wall mounted monitors.

Grievance management solution

The grievance management software is developed to simplify and streamline concern management. It not only digitizes concern management, but also automates the process by automatically assigning tickets to the concerned person in the concerned department. It also shares the status of the ticket with the citizen via SMS. Moreover, it intimates higher authority if a ticket does not get resolved within a stipulated time to ensure all tickets are handled with priority and resolved timely to deliver an excellent citizen experience.

Overall experience is good, it is user friendly. Can make changes according to our needs!
Ms. Richa G.
Network Engineer, GMDA

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