[kictanet] GOK Contact Centre

[Barrack Otieno]

True and i would rank Dr. Ndemos office at Ministry of Infocom high up on
the list in terms of customer service as well, from the receptionists, PA,
 to the secretaries those guys do a splendid job compared to many other
parastatals that keep advertising about customer service which does not
exist congratulations are in order!

On Tue, Feb 22, 2011 at 9:39 AM, robert yawe <robertyawe at yahoo.co.uk> wrote:

> 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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-- 
Barrack O. Otieno
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