In a strategic move to enhance citizen services, Bhubaneswar Smart City Limited (BSCL) has announced a major expansion of its unified helpline number 1929. This development aims to ensure a more responsive and efficient grievance redressal mechanism for the city’s residents. The call centre, currently operating with 30 executives, will soon see a significant increase in manpower, taking the total strength to 186 personnel, including call executives, supervisors, and a data analyst.
The 1929 helpline number, managed from the Integrated Command Control Centre (ICCC) at Satya Nagar, plays a pivotal role in addressing both service and grievance-related queries from the public. Officials said the decision to increase the workforce was taken to meet the rising volume of calls and improve service delivery standards in the smart city.
“With a growing number of calls every day, we felt the need to upgrade the existing infrastructure. The expanded team will ensure that residents’ concerns are addressed promptly and effectively,” said Purandar Nanda, General Manager (Administration and Technology), BSCL. He added that the current team would continue to serve, while newly appointed professionals would join them to enhance operational efficiency.
To facilitate this expansion, BSCL has floated a tender inviting agencies to provide trained professionals for the helpline. The recruitment plan includes 175 call centre executives, each required to have a Post Graduate Diploma in Computer Applications (PGDCA) and a minimum of three years of relevant experience. Additionally, 10 supervisors with MBA qualifications and three years of experience will be appointed to oversee the team. A data analyst with a B.Tech degree in Data Analytics and at least three years of experience will also be onboarded to strengthen data-driven decision-making and performance monitoring.
The ICCC, apart from housing the 1929 helpline, also serves as a central monitoring hub for the city’s surveillance infrastructure, including CCTV feeds from various locations across Bhubaneswar. This integration has been instrumental in enhancing safety and transparency in public service delivery.
Residents have welcomed the move, highlighting the importance of a robust and responsive helpline. “The 1929 service has been very effective in addressing our complaints. I have used the service multiple times and found the response to be prompt. It is heartening to know that the Smart City officials are investing more resources to make it better,” said Niraj Hota, a resident of Saheed Nagar.
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BSCL, which functions as the nodal agency for implementing smart city initiatives in Bhubaneswar, continues to focus on digital infrastructure and citizen-centric services. Strengthening the helpline is in line with its commitment to making urban governance more accessible and accountable.
The upgraded call centre will function around the clock, ensuring 24×7 availability for the residents. Officials believe that this initiative will further bolster public trust and ensure timely intervention for civic issues. With the new appointments expected to be completed soon, BSCL anticipates a noticeable improvement in citizen satisfaction levels.
