The New Delhi Municipal Corporation (NDMC) is planning to very soon to launch a special software called “Interactive Voice Response Software-cum-Grievance Handling and Monitoring system,” which will enable local residents to send out their complaints through SMS. The services of the system would be available only after the upcoming Lok Sabha elections.
In this new system of grievance redressal, when a complainant calls up the telephone number, the voice system will answer the call, greet the caller and prompt for instructions via a spoken menu. In response to the caller's commands, the service request would be executed and the complaint recorded. Responses to the caller would be via a pre-recorded digitised voice and at any point in time the caller may opt for transfer to an operator. This IVR system technology is used to service high call volumes, reduce costs and improve the customer experience by way of providing an automated system and pre-recorded voice messages to service requests.