The Government of India has announced Twitter Seva – Twitter India’s customised e-governance delivery service, for quick resolution of issues of telecom and postal consumers.
Speaking at an event held yesterday where it was announced, Minister of State for Communications, Manoj Sinha said, “Social media is an effective tool of communications between the Government and people. We will continue to put our efforts to ensure the delivery of quality service. From Government “Twitter Sevaâ€ is a special step in this direction. I hope that all Telecom operators from Government as well as private shall use the utility of Twitter Seva to the fullest.â€
With the help of the Twitter Seva dashboard, the Ministry of Communications will monitor citizen queries and customer service requests from Telecom vendors, cellular operators, postal service providers and Indians across the country to take quick action in a time bound, accountable manner.
Basically, Twitter Seva converts a large number of tweets into resolvable tickets and forwards them to respective departments for real-time solution. This way it’s more efficient and effective and different departments get easy citizen feedback.
Twitter Seva in its first phase has been launched for the Minister of State for Communications (@manojsinhabjp), Department of Telecommunications (@Dot_India), Bharat Sanchar Nigam Ltd (@BSNLCorporate), Mahanagar Telephone Nigam Ltd (@MTNLOfficial), and Department of Post (@PostOfficeIndia). Through Twitter Seva, the Ministry envisions to take their public service engagement to the next level, by scaling real time service citizen interaction.
The various departments will use dedicated public service hashtags in the Twitter Seva system. Indian citizens and businesses can Tweet to the Minister of Communications (@manojsinhabjp) using #DOTSeva, #BSNLSeva, #MTNLSeva and #PostalSeva to reach the respective departments for their government service queries, real-time updates and requests for assistance.