Assam Sewa Setu

About the Client

Assam Sewa Setu is an initiative by the Government of Assam aimed at providing seamless access to public services for citizens across the state. It focuses on improving service delivery through digital platforms and centralized support systems.
The platform acts as a bridge between citizens and government departments, ensuring transparency, accessibility, and efficient grievance redressal.

Centralized Call Center Operations
Managed inbound and outbound calls to support citizen queries and service requests.
Multilingual Support System
Enabled communication in Assamese, Bengali, Hindi, Bodo, Dimasa, Karbi, and English.
Grievance Registration & Handling
Allowed citizens to register complaints with proper tracking and resolution support.
Call Routing & Management
Efficient call forwarding and routing between call center executives.
Real-Time Monitoring & Dashboard
Live access to reports, call records, and performance data for better oversight.
Training & Quality Assurance
Regular training and assessment of call center executives to maintain service quality.

This project reflects GTI’s commitment to delivering scalable, efficient solutions to public services.

About The Project

The project aimed to establish a centralized call center system to support citizen services, handle grievances, and collect feedback efficiently. It focused on addressing challenges such as limited accessibility, lack of multilingual support, and fragmented communication channels.
The solution was designed to enable real-time interaction with citizens while ensuring consistent service quality across regions. It also aimed to enhance user experience through integrated communication channels and automated feedback systems.

What GTI is Delivering to the Client

  • Setup of complete call center infrastructure and premises

  • Integration of toll-free number with call center system

  • Deployment of IVRS and automated feedback system

  • Implementation of multi-language support system

  • Development of reporting dashboards and monitoring tools

  • Ongoing support, maintenance, and operations management