The Indian Ministry of Communications Tuesday joined the Twitter bandwagon and launched its own ‘Twitter Seva’ to offer real time services to the citizens. It is also aimed that the ministry can improve its communication with the citizens and the industry with this service.
The telecom minister has created his own Twitter handle [email protected] and invited citizens and businesses to use it to raise concerns regarding the departments that fall under his ministry. To start with the telecom ministry has started offering Twitter services using for Department of Telecom, state run PSUs like BSNL, MTNL and Department of Posts.
Through Twitter Seva, the Ministry envisions to take their public service engagement to the next level, by scaling real time service citizen interaction.
The various departments will use dedicated public service hashtags in the Twitter Seva system. Indian citizens and businesses can Tweet to the minister using #DOTSeva, #BSNLSeva, #MTNLSeva and #PostalSeva to reach the respective departments for their government service queries, real-time updates and requests for assistance.
“As per the vision of Honourable Prime Minister Sh. Narendra Modi, we would like to utilize the services of social media to serve the people of India. Social media is an effective tool of communications between the Government and people. We will continue to put our efforts to ensure the delivery of quality service. From Government “Twitter Seva” is a special step in this direction,” telecom minister Manoj Sinha said.
“I hope that all Telecom operators from Government as well as private shall use the utility of Twitter Seva to the fullest,” he further added.
With the help of the Twitter Seva dashboard, the ministry will monitor citizen queries and customer service requests from Telecom vendors, cellular operators, postal service providers and Indians across the country to take quick action in a time bound, accountable manner. Twitter Seva helps process large volume of Tweets, converts them into resolvable tickets and assigns them to the relevant authority for real-time resolution. The service is driving efficient and effective customer service as well as collation of real-time citizen feedback.
“Ministries using Twitter Seva have changed how the Indian Government interacts with citizens in a live, accountable manner on a nationwide scale and has redefined the customer service culture in their respective public sectors. Twitter is delighted to support the Ministry of Communications in providing e-governance delivery in real-time, with a citizen first strategy. The Twitter Seva system is now tracking several thousand official government accounts on Twitter and more than 400,000 Tweets per month, with each Tweet stacking up as a metric of the Government’s intent to deliver effective and transparent service,” said Raheel Khursheed, Head of News, Government and Politics Partnerships, Twitter India.