The Government of Tamil Nadu has partnered with HCL to set up a Disaster Management – Data Analytics Center to strengthen the state’s disaster management efforts during the Covid-19 pandemic. HCL is also helping improve and expand the state’s disaster management helpline (1070) through technological upgradation, manpower assistance, and reporting mechanisms.
The Disaster Management Center of the Government of Tamil Nadu (in Ezhilagam Building, Chepauk, Chennai) is responsible for the overall management of disasters across the entire state. The Disaster Management – Data Analytics Center, supported by HCL, is expected to help capture data trends from all districts of Tamil Nadu in real time and display these live to inform the government’s future decisions on the response needed for each district and also for the graded relaxation of the current lockdown to resume economic activities.
The Center operates a call center (helpline 1070) that is accessible to people across the state and delivers the first level of response in any emergency. Due to the increased call volumes in the wake of covid-19, HCL is helping to:
- Upgrade their existing call center by implementing an automatic call distribution (ACD) system to effectively route calls between different government departments and put in place an interactive voice response (IVR) system to help direct the queries to the appropriate state helplines
- Build a state-of-the-art case-flow system to track caller identity and immediate needs, and follow up with relevant departments to address the issues within a defined turnaround time
- Extend interim support through manpower assistance to respond to calls and provide first-level response for administrative issues including: queries on food shortage and availability, support to migrant population, differently abled and elderly, and responses to queries related to health and transportation
- Institute a proper reporting mechanism to capture data trends from citizens’ queries and reports provided by the government
CB’s questions on whether HCL is offering these services for free, how it will protect workers on this project, and key performance indicators received no response from the company.