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1 - 1 - 8 EMERGENCY |
[ Call Centre Functioning at Ministry of Defence ] |
Established on 2005 |
Executive Summary |
| National Help Desk – 118 has operated for last two years, but its effectiveness as a call center was only 20%. The balance 80% that needed Help Desk, must be reduced for which a Public Help Policy is necessary. We have therefore sought the valuable directives of His Excellency to establish such a mechanism as 16200 complaints have not been successfully completed. |
| Background and Description |
Before the National Help Desk was established the public didn't have an instant, easy access, responsive place, for them to make complaints or grievances in emergency situations and seek help in non- emergency situations. |
| Key operators such as Police, Fire, Hospitals, Immigration, 3 forces were maintaining hotlines and operational units in isolation. Therefore the public was confused in finding most appropriate place / stakeholder to call for assistance in an emergency situation. |
The Ministry has invested approximately Rs 1 Million as capital expenditure at the time of establishment of the call center, and now spends Rs 750,000/= monthly as recurrent expenditure which includes salaries. |
A Toll Free 3 digit number (118) was activated via all hand phones and fixed telephones. A dedicated fax line, email address and a website were also made available. As at today, 20249 complaints have been directly connected to the call center. |
| Out of these 20,000 odd complaints many had directly benefited the Government in minimizing the impact of National calamities. |
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Last Up-dated :March 11, 2010, 09.00 hrs. Site Designed & Maintenance by : Sri Lanka Police, Information Technology Division, |