Department of IT & Electronics,

Government of Uttar Pradesh

Mega Call Center

The U.P. Government in the year 2015-16 had envisaged establishing an outbound Mega Call Centre with 300 seating capacity in the State Capital with a vision to provide information and get independent feedback from the beneficiaries of various citizen centric schemes/services being run by different Government departments of the State. The objectives of Mega Call Centre are to:

  • Sensitize citizens about the schemes.
  • Obtain feedback from their existing beneficiaries.
  • Collate feedback and share with relevant stakeholders.
  • Identify opportunities for improvement in design and delivery of schemes.
  • Support performance reporting to the stakeholders, on the basis of feedback received.

Through this Mega Call Centre, calls will be made to beneficiaries by the Call Centre Executives to get their independent feedback on successful running of the schemes and this feedback will be on pre-defined questionnaires. The analytics on the feedback will be provided by the Business Analyst team of the selected System Integrator (SI) so that the bottlenecks, if any, for timely execution/disbursement of the benefits can be removed and required changes by way of policy amendment can be put in place for smooth execution of these schemes. This also aims to find individual lapses, if any, during the implementation process of the schemes.

The UPDESCO is made implementation agency by Govt. of U.P. for establishment and operations of this Mega Call Centre for CM office U.P. M/s Karvy Data Management Services Ltd. has been selected by UPDESCO as SI through open bidding process who in turn has established this Mega Call Centre on approximately 17,500 square feet area at 2nd Floor, Lekhraj Dollar, Faizabad Road, Lucknow. M/s Ernst & Young LLP (EY), who has been selected as consultancy agency for this Mega Call Centre project, has facilitated in selection of SI Company by open bidding process and will monitor the operations of Mega Call Centre being run by SI for 2 years from its Go-Live.

The inauguration of this Mega Call Centre was done by Hon'ble Chief Minister of U.P. on 27th September, 2016 from the site of its operations.

In all, following services of the departments are selected for obtaining feedback from the beneficiaries:

S. No. Department Name of Scheme
1 Medical & Health 1 108 Ambulance
2 102 Ambulance
3 Hausla Sajhedari
4 Village Health Nutrition Day
2 Handicap Welfare Handicap Pension
3 Labour 6 Cycle Distribution
4 Animal Husbandry 7 Kamdhenu
8 Mini Kamdhenu
9 Micro Kamdhenu
10 Kukkut Niti
5 Revenue 11 Krishak Durghatna Beema
6 Social Welfare 12 Samajwadi Pension
13 Old Age Pension
7 Secondary Education 14 Laptop Distribution
15 Kanya Vidhya Dhan
16 Padhein Betiyan Badhein Betiyan
8 Agriculture 17 Solar Photovoltaic Irrigation Pump
18 Krishak Durghatna Beema
19 Agriculture Subsidy through DBT
9 Urban Employment & Poverty Alleviation 20  Battery Powered Motorized Rickshaw
10 Energy 21 Rajiv Gandhi Gramin Vidhyutikaran
11 Rural Development 22 Lohia Awas
12 Minority Welfare 23 Hamari Beti Uska Kal
24 Haj Yatra
13 CM Office Secretariat 25 Mukhya Mantri Vivekadheen Kosh Se Aarthik Sahayta
14 IT and Electronic 26 Samajwadi Smart Phone
15 Skill Development 27 U.P. Skill Development Mission
16 Housing 28 Samajwadi Avas
17 Handloom 29 Measures for Weaver Welfare
18 Religious 30 Samaj Shravan Yatra
19 Woman Welfare 31 Widow Pension