Public Contact Centre Project Progress

Launched in July 2009

  • This is the 132777 voice channel information infrastructure highway designed to be a one stop shop interaction hub between public and a harmonised government through a 15 seater live agents contact centre. Its objective is to improve the sharing of information between respective government agencies and speed up response and delivery of public information to citizens as and when they need it.
  • This project is in 3 components:
    1. The rollout of PWD services complain and enquiry line to public, like Water, Weather, Shipping, Roads, Energy, Mechanical and FIMSA with an actual volume of 500 calls/day before Water was recently corporatized.
    2. The rollout of Exams Results release to public for the ministry of Education that led to the flooding in of calls of approximately 11,000calls/day at peak days .
    3. a Pilot Implementation as proof of concept for the Fiji Police 919 and 917 emergency lines with an anticipated 1,000 calls/day.
  • This contact centre infrastructure also forms a key step towards the consolidation of all interaction services for the Fiji Government for both non emergency lines and emergency lines as part of our egov priorities in 2010 to improve communication between public and government making it easy for public to do business with government.