Case Study- East Delhi Municipal Corporation (EDMC)) | Navigant
EDMC is a local governing body in New Delhi which provides necessary community services to East Delhi citizens in areas of public healthcare, parking management, educational institutions, housing, transport, veterinary, etc. To effectively deliver its services, as well as manage citizen queries, EDMC hired Navigant in the year 2013. More specifically, MCG outsourced – end to end - all citizen utility services (water & sanitation, sewerage issues, encroachment complaints, education related queries and more) to Navigant.
To manage the same, Navigant provided BPO services while also integrating the desired software solutions. CRM, ACD, IVR, CTI, Reporting Tool, Escalation Matrix, SMS Application and Social Media Monitoring, are some of the application systems that were developed and implemented by Navigant.
The project started in March of 2013 and continues to service 200 calls per day through a dedicated team of 9 personnel.