[kictanet] GOK Contact Centre

[robert yawe]

Hi,

It was encouraging to see that the Ministry of Information have followed the 
Prime Minister's offices direction and implemented an ISDN number.  This is a 
direction in the right direction and we are forward to a maintained momentum.

None the less I would to clarify to the ministry, based on their advertisement 
in the press, that Telkom Kenya's main exchanges went digital over 10 years ago 
and that the POTS numbers that the Ministry had were already digital.  ISDN has 
also been in existing for an equally long period the deference is that unlike 
POTS ISDN can offer multiple voice channels 2 for BRI and 30 for PRI all over 
either 1 or 2 pairs of copper.

There is a common misconception that ISDN is synonymous with VoIP telephony, 
this is far from the truth, from the CISCO IP phone heads in the advert would 
indicate that the ministry has the same misconception. Being the ministry 
responsible for information and technology this is very concerning.

What is required in the government is a change in attitude in how they deal with 
their clients, you and me, which to me is not a technology issue.  The issue was 
the single phone line that was connected to the PBX and never picked or even if 
it was we never got assisted, adding 29 more concurrent calls to the same 
receptionist will not improve service delivery, if anything, it will most likely 
reduce.

In addition the provision of direct internal dialing (DID) within the ministry 
will increase personalization of interactions with the ministry staff so it is 
my hope that the implementation of the ISDN service is a conclusion to a defined 
problem and solution.

We know hope that the same pilot number will be used across the various 
ministries as prelude towards a consolidated contact center.  I definitely will 
not be holding my breath on this issue as the prime minister's office number is 
different from that of the Ministry of Information which indicates that the 
silos are not moving even though we have a coordination minister aka prime 
minister.

Its a step forward and it would be wrong for me not to give credit where it is 
due.

Regards
 Robert Yawe
KAY System Technologies Ltd
Phoenix House, 6th Floor
P O Box 55806 Nairobi, 00200
Kenya


Tel: +254722511225, +254202010696



      
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