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!<br>
<br><div class="gmail_quote">On Tue, Feb 22, 2011 at 9:39 AM, robert yawe <span dir="ltr"><<a href="mailto:robertyawe@yahoo.co.uk">robertyawe@yahoo.co.uk</a>></span> wrote:<br><blockquote class="gmail_quote" style="margin:0 0 0 .8ex;border-left:1px #ccc solid;padding-left:1ex;">
<div><div style="font-family:'times new roman', 'new york', times, serif;font-size:12pt"><div class="im"><div style="color:black;font-family:'times new roman', 'new york', times, serif;font-size:12pt">
</div><div style="color:black;font-family:'times new roman', 'new york', times, serif;font-size:12pt">Hi,</div><div style="color:black;font-family:'times new roman', 'new york', times, serif;font-size:12pt">
<br></div><div style="color:black;font-family:'times new roman', 'new york', times, serif;font-size:12pt">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.</div>
<div style="color:black;font-family:'times new roman', 'new york', times, serif;font-size:12pt"><br></div><div style="color:black;font-family:'times new roman', 'new york', times, serif;font-size:12pt">
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.</div>
<div style="color:black;font-family:'times new roman', 'new york', times, serif;font-size:12pt"><br></div></div><div><font face="'times new roman', 'new york', times, serif" size="3">There is a common misconception that ISDN is </font><font face="'times new roman', 'new york', times, serif">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.</font></div><div class="im"><div><font face="'times new roman', 'new york', times, serif" size="3"><br>
</font></div><div><font face="'times new roman', 'new york', times, serif"></font><font face="'times new roman', 'new york', times, serif" size="3">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.</font></div>
<div><font face="'times new roman', 'new
york', times, serif"><br></font></div></div><div><font face="'times new roman', 'new york', times, serif" size="3"></font><font face="'times new roman', 'new york', times, serif">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.</font></div>
<div><font face="'times new roman', 'new york', times, serif"><br></font></div><div><font face="'times new roman', 'new york', times, serif">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.</font></div><div><font face="'times new roman', 'new york', times, serif"><br>
</font></div><div><font face="'times new roman', 'new york', times, serif">Its a step forward and it would be wrong for me not to give credit where it is due.</font></div><div><font face="'times new roman', 'new york', times, serif"><br>
</font></div><div><font face="'times new roman', 'new york', times, serif">Regards<br></font><font face="'times new roman', 'new york', times, serif" size="3"> </font></div><div class="im">
<font face="'times new roman', 'new york', times, serif" size="3">Robert Yawe</font><br><font face="'times new roman', 'new york', times, serif" size="3">KAY
System Technologies Ltd</font><br><font face="'times new roman', 'new york', times, serif" size="3">Phoenix House, 6th Floor</font><br><font face="'times new roman', 'new york', times, serif" size="3">P O Box 55806 Nairobi, 00200</font><br>
<font face="'times new roman', 'new york', times, serif" size="3">Kenya</font><br><br><div style="color:black;font-family:'times new roman', 'new york', times, serif;font-size:12pt">Tel: +254722511225, +254202010696<div>
<br></div></div><div style="color:black;font-family:'times new roman', 'new york', times, serif;font-size:12pt"></div>
</div></div><br>
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<br></blockquote></div><br><br clear="all"><br>-- <br>Barrack O. Otieno<div>Afriregister Ltd (Kenya)</div><div><a href="http://www.afriregister.com" target="_blank">www.afrire</a><a href="http://gister.bi" target="_blank">gister.bi</a>, <a href="http://www.afriergister.com" target="_blank">www.afriregister.com</a></div>
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