Case Study- Municipal Corporation of Gurgaon (MCG) | Navigant
MCG is a local governing body in Gurgaon which provides necessary community services to its citizens in areas of healthcare, educational institutions, housing, transport, etc. To effectively deliver its services, as well as manage citizen queries, MCG hired Navigant in the year 2011. More specifically, MCG outsourced - end to end - all citizen utility services (such as sanitation, sewerage issues, encroachment complaints) 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 June of 2011 and continues to service 900 calls per day through a dedicated team of 10 personnel.