A Law Enforcement Body of Gujarat Adopts Matrix Hybrid Communication System for Citizen Complaint Management

Industry: Government
Application: Hybrid Communication System
Location: Gujarat

Our client, a Law Enforcement body in Gujarat, is vital in maintaining the city’s security and order. As the central hub for law enforcement, it features state-of-the-art facilities and an efficient organizational structure for rapid response to security challenges. This establishment coordinates various enforcement departments to ensure citizen safety. By integrating advanced telecom solutions, the body aims to streamline communication, enhance operational efficiency, and improve responsiveness in safeguarding the city.

For a law enforcement body, swift response and grievance redressal are crucial. The ability to dial an emergency number and register complaints increases the reliance on the communication system. However, the previous communication solution had several issues:

Missing missed calls: Missed calls were not recorded, leaving attendants unable to call back users—a critical issue for a law enforcement body.
Absence of IVR/Call Waiting: If all the agents are busy on calls, simultaneously, and any user dials the ‘100’ number for help, the call will be disconnected, instead of playing IVR till any agent is free.
Absence of Call Routing: When users dialed ‘100’, the call always went to the first agent, overwhelming him and leaving other agents idle. This reduced overall efficiency and responsiveness.

Matrix developed a Hybrid Communication system with mobility as an application for the law enforcement body. This solution specifically addressed issues faced by citizens dialing ‘100’ to contact the control room, aiming to improve response efficiency and effectiveness.

The System was deployed in the following manner:

When a user dials ‘100’, the call is routed through the ETERNITY GENX system to the control room, where an agent will address the call.
If Agent 1 is busy, the ETERNITY GENX PBX system will route the call through the PRI line to another available agent or an open control room.
If agents are too busy to answer, citizens dialing in can leave a voicemail.
A report will be generated for all calls, addressing the issue of missed calls not being recorded.

The customer had previously relied on a third-party open platform for handling complaints, encountering numerous challenges. Upon implementing Matrix’s Hybrid Communication system, many of these issues were effectively resolved on a case-by-case basis. For instance,

Collaboration: The unified communication solution enabled smooth collaboration between headquarters and mobile staff through VARTA, ensuring continuous call transfer and reception for users without interruptions.
Operational Efficiency: Efficient call routing prevented calls from being directed solely to one agent, ensuring distribution among agents and maintaining their overall efficiency.
Citizen Response Time: Citizen response times significantly improved with increased responsiveness to calls, resulting in a drastic reduction in call response times.
Features Enabled: The IVR system helped reduce response times, and missed calls were now logged in the PBX system. This addressed the issue of missed call incidents effectively.

The citizen response times have decreased, and operational efficiency has improved due to effective call routing. Matrix’s Hybrid Communication system, allows the enforcement body to promptly address citizen grievances.