The Roles and Responsibilities of the Facilitation Centre spin around a multi-tier agenda to reap the fruits of smart functioning of City Management:
- Provides a single point of contact for citizens and city administration
- Fosters coordination and collaboration between different departments and agencies
- Ensures transparency and accountability
- Evokes meaningful dialogue, provides feedback, and keeps informed about the latest updates and developments
- Culminates in building trust between citizens and the governing management
The Facilitation Centre is a valuable resource for CSC residents and customers. It is a one-stop shop where people can get information, assistance, and support on all matters related to CSC.
Customer Support Executive Duties
The Facilitation Centre comprises well-functioning independent departmental desks to provide relevant information about CSC, its projects, and its services.
City Management categorizes its branches in to several operations:
- Transfer & Record
- Information Technology
- Building Plan & Design
- Building Control
- Engineering Maintenance
- Electric Branch
- Sanitation & SWM
- Adventure & Sports
- Water Supply & Sewerage
- Security
- Accounts & Revenue
- Media & PR
- HSE & Fire Brigade
- Community Clubs
- Parks & Horticulture
- Admin
Representatives from every branch acquires a work desk in the facilitation canter. It offers residents a convenient and welcoming space for in-person interactions, including reporting complaints, seeking information, and engaging with the Capital Smart City management.
The organized facility also caters to helping clients and customers with departmental and interdepartmental tasks such as completing forms, submitting applications, making payments, e.t.c, using multiple Channels i.e. 24/7 Helpline, Online Ticketing Platforms, and walk-in customer queries/complaints.
Site Guide and Event Moderation
Our welcoming and dedicated representatives are eager to provide clients and customers with information about CSC’s master plan, its amenities, and its development progress during planned visitations, formal events, site-seeing tours, progress surveys, etc. The representatives can also organize orientation visits for clients and customers to see the various projects and developments at CSC firsthand.
Resident Complaint Management
The Facilitation Centre is responsible for registering and tracking all complaints from CSC residents. The centre then forwards the complaints to the relevant departments for resolution. The Facilitation Centre also provides real-time updates to the residents on the status of their complaints with a tracking mechanism. It can also follow up with the relevant department to ensure that the complaint is resolved quickly and efficiently. After the complaint is resolved, customized feedback from the residents plays a vital role before closing the complaint ticket officially.
Promotion of Goodwill about CSC
The Facilitation Centre works closely with the Marketing/Business Development Department to ensure that it is up-to-date with all the latest developments at CSC. This information is then used to promote CSC to potential clients and customers.
Overall, the Facilitation Centre plays an important role in providing information and assistance to CSC residents and customers. The canter is also responsible for promoting goodwill about CSC and its projects.
The establishment of facilitation canter aims to acquire:
- Improved citizen satisfaction
- Reduced corruption by transparency
- Increased efficiency
- Effective service delivery
- 24/7 Helpline
- Convenient access to city services
The Capital Smart City Facilitation Center aligns with our commitment to creating a harmonious and efficient living environment that caters to the evolving needs of our residents.
