Dhaka Wasa Helpline 16162
WASA Link 16162 is a dedicated contact center launched by Dhaka Water Supply and Sewerage Authority (WASA) to enhance water and sewerage services for Dhaka’s residents. This hotline provides a streamlined platform for citizens to report issues, seek information, and lodge complaints related to water and sewage services.
Dhaka Wasa Helpline 16162
Introduction to the Project
The service, operational daily from 8:00 AM to 11:00 PM, bridges the gap between residents and WASA, ensuring efficient communication and faster resolution of water-related problems. Accessible via all telecom operators, this initiative demonstrates WASA’s commitment to transforming service delivery for Dhaka’s population.
Challenges of CitizensÂ
Frequent Service Disruptions
Residents faced regular challenges, including water supply interruptions, sewerage blockages, and discrepancies in billing.
Limited Reporting Channels
The absence of a direct, user-friendly complaint mechanism often led to delays in addressing issues.
Time-Consuming Processes
Many citizens had to visit WASA offices in person, navigating complex systems, which discouraged timely problem reporting.
Frustration and Inefficiency
Inefficient service delivery processes left residents frustrated and reduced public confidence in WASA’s ability to address concerns.
Solution Overview
Centralized Contact Center
A dedicated hotline simplifies the reporting of water and sewerage issues, reducing the need for in-person visits.
Comprehensive Support Coverage
The service handles complaints about water supply, sewage disposal, billing, and meter-related inquiries, ensuring holistic support.
Advanced Technology Integration
Equipped with real-time complaint logging and resolution systems, the helpline optimizes communication between residents and WASA.
Extended Accessibility
Operating from morning to late evening, WASA Link 16162 is accessible to all residents, irrespective of their telecom provider.
Key Features
Communication Management
Automatic Call Distribution
Ensures that calls are routed to the appropriate agents promptly.
Unlimited Queues
Handles high call volumes efficiently, minimizing wait times for residents.
Skills-Based Routing
Directs calls to agents based on expertise, enhancing service quality.
Interactive Voice Response (IVR)
Provides self-service options for callers, reducing dependency on agents.
Call Recording and Voice Log
Records all calls for quality assurance, training, and accountability.
SMS and Email Integration
Ensures seamless communication with residents, providing updates and notifications.
Service Monitoring
Integrated Complaint Management System
Tracks issues from reporting to resolution, ensuring efficiency.
Quality Monitoring Tools
Evaluates service delivery to meet established performance standards.
Live Management Dashboard
Offers real-time insights into call center operations for informed decision-making.
Feedback Collection
Gathers resident feedback to drive continuous improvement in services.
Voice Mail and Robo Dialers
Captures missed inquiries and automates outbound communication for proactive engagement.
Technology Platform
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.Net
Asterisk
MySQL
Linux Apache Server
Core Expertise
Contact Center
DevOps
Cyber Security
Data Science and Analytics
Impact
Faster Response Times
WASA Link 16162 enables prompt resolution of water and sewerage issues, ensuring improved service efficiency.
Enhanced Accessibility
The centralized hotline eliminates the need for in-person visits, saving residents valuable time and effort.
Transparency and Accountability
Real-time updates and complaint tracking foster trust between residents and WASA.
Improved Customer Satisfaction
Streamlined processes and responsive service delivery have significantly enhanced the public’s confidence in WASA.
Data-Driven Service Optimization
Detailed reports and analytics enable WASA to refine operations, ensuring long-term service excellence.
Conclusion
WASA Link 16162 has transformed the way water and sewerage issues are handled in Dhaka. The WASA Link 16162 service plays a key role in ensuring the city’s water and sewerage systems remain efficient and responsive to the needs of its citizens.