HCL Supported Integrated Control Centre for GB Nagar Responds to Close to 2.5 Lakh Citizen Queries on COVID-19

Noida: HCL today announced that the 24×7, Integrated Control Centre in Gautam Buddha Nagar has responded to close to 2.5 lakh (two lakh fifty thousand) citizen queries since its launch in April 2020. The “all-in-one” control room, which can be reached on toll free number 18004192211, has been set up by HCL at one of its facilities in Noida, with support from the GB Nagar district administration, the police, the health department and both Noida Authority and Greater Noida Authority.

Data analysis of the call volume reveal that over majority of the calls received have been food related (60%) with callers requesting for information on ordering groceries online or dry ration and cooked meals support. The Control Room also responded to 15% queries related to Health Services, including questions around e-pass for hospital visits, ambulance related services and pharmacy options. 21% of the total calls were related to other queries including information on masks and sanitizer availability, ATM accessibility etc. Remaining 4% calls were police related.

Keeping the social distancing norms in place, HCL employees have been supporting the call centre operations from their respective homes. The centre’s focus has also been on screening callers and queries before referring them to a team of doctors appointed by the Government for further course of recommendation. 12% of the total health related calls received were therefore, referred for doctor consultation. The Control Centre also included processes for following up and reporting of all unconfirmed, suspected, foreign return cases as well as mobile tracking and monitoring for all home quarantine cases basis inputs from official government authorities.

“The “ultra-modern” control centre in GB Nagar, supported by HCL, has been playing a critical role in ensuring that correct information and support is timely available to the citizens during these very difficult times. The HCL team not only helped set up this centre in less than 72 hours (back in April), but have also extended high quality response and data analysis consistently, helping us devise the right response strategies”, said District Magistrate, Suhas L Y.

Speaking about this, Sanjay Gupta, Corporate Vice President and Program Director- New Vistas from HCL said, “At HCL, we have always taken our responsibility towards the nation seriously and therefore, we pulled together all resources to set up this Integrated Control Centre for the District Administration of Gautam Buddha Nagar. I am thankful to the district administration to allow us an opportunity to extend this critical support to the State and also to the HCL employees who have been responding to citizen queries 24×7 from their homes.”

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