REORGANIZATION AND AUTOMATION OF INQUIRY’ & ‘COMPLAINT’
Md. Sharif Uddin
‘Inquiry’ & ‘Complaint’ i.e. ‘17’ & ‘18’ are two very important services offered to We subscribers by I3TTE. Their performance is an index of service provided by BTTB. But unfortunately their performance is very poor. Their reliability is very low and naturally people are very reluctant in dialing these numbers. To inquire a number, someone seldom dials ‘17’. For making a complaint people hardly relies on ‘18’ Indeed, persons other than 18 position are doing the job of an operator in the ‘18 position for a large portion of their working time. So, does the problem lie with digital or analog? No, because both type of subscribers have the same complaint. Is it because of the centralization or decentralization? No; ‘17’ is centralized, and the other is decentralized. But the subscribers’ faith on them is of the same magnitude. So, they need some basic changes in their organization and functioning. The biggest complaint against them is that when dialed ‘17’ or ‘18 nobody answers. So, if man does not answer, why not we think of engaging a machine over there, which will not fail to answer. In this article I suggest some changes which will bring some proposals both in organization and function of these two services. Of course, these alone are not sufficient to achieve an ultimate success it may improve the situation to a great extent. All case it will rescue some of the subscribers from being puzzled of ‘no reply’.
Inquiry he divided into three - 171, 172 & 173. They will function as follows:
171. General information, Country codes, Area codes, 0Th numbers, Emergency and utility numbers, Service numbers and Government numbers will be available from this.
172: All other numbers will be available from this.
173: Dialing this number from a PC through a modem subscribers will he able to access to the Server at ‘Inquiry’ from where he can collect the information.
‘Complaint’ may also be divided into three - 181, 182 & 183.
181: ibis will be at a central place where complaint is being planned to be centralized.
182: ibis will be at the Test Rooms of the respective exchanges. This will be a replica of the present method.
183: This will full automatic computerized system which will receive complaint from subscribers, will give him a complaint number and a appropriate announcement, will preserve the information in a database within it
and send the information to the respective division, It will also prepare report to identify weaker zones and evaluate the fault management efficiency of the maintenance personnel. A tentative model of the same may be as follows:
The machine will work under the following logic
*Your complaint number is (this number will he automatically given by machine which
will be a field in the complaint database Within it).
*We are sorry for your inconvenience. Your complaint is being sent to the persons concerned and it will be repaired soon. Thank you.
*Your complaint is already in our notice. We are sorry for the delay in repairing your
telephone, hut it will be repaired soon. Thank you.
In tact, a strong initiative for re-organizing these two services should have been taken much earlier, because they affect the image of BTTB to a great extent. The plan discussed in this article is neither too difficult nor too costly to implement. Plan regarding 17’ can be implemented right now, A centralized complaint centre is already under process of implementation. And, automation proposed for complaint is also much simple and can be realize without much difficulty. It is possible to develop such a system locally; it may be a PC based system, even.
Engr Md. Sharif Uddin was born in 1958 in Sylhet. He obtained his B.Sc. Engineering degree in Electrical and Electronic Engg from Bangladesh University of Engineering and Technology in 1982 and joined BTTB the next year He has been promoted to Divisional Engineer in May 1990 and at present he is working at Digital phones Division-f Sher-e-Bangla Nagar, Dhaka