Efficient Use of Voice as a Channel for Delivering Public Services

Kapil Kant Kamal, Manish Kumar, Bharat Varyani, Kavita Bhatia

2015

Abstract

Delivering the information and services to the citizen is a key task of Government. It is the responsibility of the government to keep their citizens informed and deliver public services to them on timely basis. This information required for making critical decisions and forming any opinion. For good governance and transparency, it is very essential that the services and information is delivered timely. Delivering information and services through conventional methods like paper forms, e-Forms have problems in countries having large section of population illiterate. So, more efficient methods need to be employed for the information sharing and data capture. With live human interaction and local language support, an Interactive Voice Response Systems (IVRS) can be an effective method through which data can be captured and information about the services can be shared even to the illiterate population. This paper discusses the issues involved in the implementation of IVR system and making voice as a channel in delivering services to the citizen. This paper is based on the investigation done for finding the potential of an IVRS services and it also discusses the real time IVRS requirements for successful implementation of Govt projects and how IVR systems will increase the acceptability, reduces the query-time of citizen and for making public delivery systems more efficient. We propose a nationwide single number for accessing all Govt. services on user local language. Further, it also includes the case study of Department of Agriculture & Cooperation, Ministry of Agriculture, depicting how IVR system has helped farmers. Such IVRS may be replicated by other Govt. department wherever necessary at customer ease.

Paper Citation

in Harvard Style

Kamal K., Kumar M., Varyani B. and Bhatia K. (2015). Efficient Use of Voice as a Channel for Delivering Public Services . In Proceedings of the 17th International Conference on Enterprise Information Systems - Volume 2: ICEIS, ISBN 978-989-758-097-0, pages 626-631. DOI: 10.5220/0005375806260631

in Bibtex Style

@conference{iceis15,
author={Kapil Kant Kamal and Manish Kumar and Bharat Varyani and Kavita Bhatia},
title={Efficient Use of Voice as a Channel for Delivering Public Services},
booktitle={Proceedings of the 17th International Conference on Enterprise Information Systems - Volume 2: ICEIS,},
year={2015},
pages={626-631},
publisher={SciTePress},
organization={INSTICC},
doi={10.5220/0005375806260631},
isbn={978-989-758-097-0},
}

in EndNote Style

TY - CONF
JO - Proceedings of the 17th International Conference on Enterprise Information Systems - Volume 2: ICEIS,
TI - Efficient Use of Voice as a Channel for Delivering Public Services
SN - 978-989-758-097-0
AU - Kamal K.
AU - Kumar M.
AU - Varyani B.
AU - Bhatia K.
PY - 2015
SP - 626
EP - 631
DO - 10.5220/0005375806260631