- By Kamakshi Bishnoi
- Wed, 01 Oct 2025 11:47 PM (IST)
- Source:Jagran News Network
The Delhi Development Authority (DDA) is planning to enhance its customer service helpline by appointing a professional Call Centre Service Provider (CCSP). Currently managed by DDA officers and staff, the helpline will soon be run by trained personnel to ensure faster response times and improve citizen satisfaction.
A DDA official said, “The CCSP will be responsible for resolving complaints efficiently and providing accurate information to citizens. With increasing call volumes, professional support has become essential.”
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Between April 2024 and April 2025, the helpline received 79,930 incoming calls and made 23,676 outgoing calls, averaging around 2,000 calls daily.
Under the new system, operators will handle calls in both Hindi and English, and a Standard Operating Procedure (SOP) will be established to route queries to the 16 functional areas of the DDA, including planning, architecture, finance, land management, and horticulture.