Nigerian Government Launches Multi-Lingual Contact Centres
The Minister of Communications, Mr. Adebayo Shittu,
at the week end launched the federal government of Nigeria multi lingual Call Centres
(GCC).
The platform, he said, is a technological enabled channel
for citizens to access Ministries Departments and Agencies (MDAs) services from
any location within and outside the country.
At the launch of the project in Abuja, Shitttu said
the facility would be driven by Public Private Partnership (PPP), with Galaxy
Backbone and Interra-Networks providing telephony, call routing, call recording
through the use of cutting edge technology.
The minister said: "The core network and
backend equipment is hosted within the government data centre which can be
easily linked by all MDAs on the fibre network being deployed by Galaxy Backbone."
According to him, agents are outsourced and located
within the centre of the private sector collaborators located in Abuja, Lagos
and Enugu, all connected to the central infrastructure.
There will be second level mini help desk
facilities within the MDAs to respond to specific requests from citizens, the
minister averred.
He said the platform presents citizens and
stakeholders with the avenue to obtain information on or provide feedback to
government. It also provides access to services via telephony (multi-lingual
agents) in Hausa, Igbo, Yoruba, English and Pidgin.
Shittu assured Nigerians that other local and
foreign languages can also be incorporated subsequently with facilities such as
email, chat and social media-Twitter and Facebook.
The minister acknowledged that the project would drive
government agenda and implement policies to facilitate growth of the ICT sector
while propelling Nigeria to becoming acknowledge-based country.
He said: "This programme was designed with the
purpose to ensuring efficient use of government resources, designed to be
robust, resilient and scalable such that various MDAs can benefit from them,
without having to waste government funds replicating similar infrastructure,"
he stated.
The adoption and proper implementation of the
programmers, Shittu averred, would result in the creation of a level playing
field to all citizens and stakeholders to engage government on their services
and information.
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