As the world moves towards a more technological savvy period, more diverse and complex risks are arising in everyday life. Faced with this unique dilemma, we need to increase comfort for the well-being of our citizens. It is, therefore, the Governor of Karachi saw a need of a centralized Center where all emergencies are efficiently dealt with. Prior to that idea, there was no central command center in a mega city like Karachi to deal with crises; the concept of 1299 is the vision of Governor of Sindh to give Karachi a better mechanism to deal with critical situations.
Rescue 1299 Contact Center is designed for operational use by professional organizations employing mobile resources, such as police, fire departments, ambulance and rescue services. The highly developed control system enables fast and effective planning and decision making for daily routine and time-critical processes as well as for crisis and emergency situations.
Based on robust client/server architecture, the system's user interface provides an intuitive, hierarchical structure for addresses, resources and actions required to be taken instantly. Contact Center's structured system design strongly supports customer-specific variations of workflows during both the setup process and live operations – without any downtime. The system is based on an Oracle database, which ensures the highest level of both system availability and reliability. This center will be connected with institutions like EDHI, CHIPPA and KKF in order to get faster services for the citizens; it will also be connected with CPLC, CANTTS and Southern Air Command. This integration supports operators and first responders to optimize their work processes.
The prime focus of Rescue 1299 is to serve and support the public safety needs of the citizens in the most efficient and responsive manner. The coordination of various stakeholders effectively provides timely remedial measures and ensures proper relief for the affected. When dealing with emergency situations, security organizations such as the fire department, police and other intervention forces require timely, efficient and correct coordination. Emergency call taking is supported through predefined questions and answers to receive the essential information from a distressed caller within shortest time. Under this service, the help unit will reach the site of emergency or disaster between three and five minutes after a distress call is received by the rescue center.
The efficient Contact Center fully conforms to the specific response policies, defining appropriate actions and counter measures for managing daily events, time-critical processes, crisis and emergency situations.
Complaint Management System - 1339
No matter how good a society is with respect to all the rules proclaiming it to be deserving such an accolade, if prosperity does not meet provision of justice half way through and the masses are not provided a system to log their grievances in, the said society is bound to give rise to injustice and subsequently destined to be torn apart by the rifts created.
It is, therefore, a project was established for the Citizens of Karachi comprising of a Complaint and Information System to enable them to connect their priorities. The system monitors Officials' Performance and keeps tab on Government Resources like budget, human resource, machine and others to provide a solution for civic complaints with state of the art technology.
The centre provides 24x7x365 services with the help of a network comprising of 21 Remote Locations that are connected with Radio Links. This service is augmented with the help of more than 500 officials that are connected day and night to provide nonstop service.
A web portal is set up that also serves as an online complaint registration service. When it comes down to gathering data, a web based executives dashboard is provided for retrieving business intelligence that is used for further reporting and analysis. Stringent quality assurance mechanism is in place for both external and internal aspects of the project.
A state-of-the-art data center is built that caters to the IT needs of the project including real-time connectivity of Call Center, making sure that all the remote locations are connected by a seamless network. The same data centre makes sure that the information and data is available anywhere anytime on desktops, laptops, tabs, mobile phones and desk phones. Stringent standards are followed in network monitoring to nip any troubles in the bud ensuring the uninterrupted flow of service.
World class standards of service made this project worthy of ISO 9001 certification that puts a seal of approval on the quality provided. Furthermore, the same project was awarded by the government of Pakistan in e-government category. So far about 500,000 complaints have been registered and 84% of them have been solved, which speaks volumes about the success of this project.