Authors:
Kapil Kant Kamal
1
;
Manish Kumar
1
;
Bharat Varyani
1
and
Kavita Bhatia
2
Affiliations:
1
Centre for Development of Advanced Computing, India
;
2
Department of Electronics and Information Technology, India
Keyword(s):
Automated Call Distributor Automated Speech Recognition, Computer Telephone Integration, Interactive Voice Response System, Text to Speech.
Related
Ontology
Subjects/Areas/Topics:
Enterprise Information Systems
;
Software Agents and Internet Computing
;
Telecommunications
;
Wireless and Mobile Computing
;
Wireless and Mobile Technologies
;
Wireless Information Networks and Systems
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 makin
g 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.
(More)