The relevance of a Government Contact Centre increased in the context of e-Governance and with the implementation of the Right to Information Act 2005 for providing information to the citizens in a user-friendly manner. The Government Contact Center-Kerala named as ‘Citizen Call Centre’ at Thiruvananthapuram was established in May 2005, envisaged as a Government to Citizen (G2C) interface. It serves as a single window IT-enabled facility enables quick dissemination of critical Government information, which is otherwise either inaccessible or difficult for the citizens to access.

The Government Contact Center-Kerala (GCC-K) covers the services of around 65 departments.

The facilities provided by the Contact Center are:

• Act as information helpline to the common public in both English and Malayalam
• Provide informational services and complaint registry services
• Round the clock services by trained executives
• Access from anywhere in Kerala without any queue and delay, at local call rates

Types of service

The Contact Center offers two types of service – Information Services and Complaint Registry

Information Services : Information services provide information to the public on the various activities and schemes implemented by the government. The answers to the queries are collected and arranged in an electronic database in the form of Frequently Asked Questions.

Complaint Registry : The GCC-K serves as a front end to receive complaints in both English and Malayalam for senior officials/ Ministers of the government. The complaints received are transferred to the concerned person. The complainant can make further enquiries on the action taken.

The value to the public is that Government information is publicly accessible; processes are well explained and thus ensuring more transparency, which improves democracy and service.

Major Participants

  • Chief Minister’s Distress Relief Fund (CMDRF)
  • State Consumer Helpline
  • Food Safety Department
  • Legal Meterology Department
  • Entrance Commissionerate
  • Calicut University Student Helpline
  • Aadhaar/UID
  • Commercial Tax Department
  • Motor Vehicle Department
  • m-Kerala/State Services Delivery Gateway

GCC-K Helpline Numbers

General Numbers: 155300/0471 – 2335523 ( Toll Free) , 0471 – 2335523 (Chargable)
State Consumer Helpline: 1800-425-1550
AADHAAR/UID: 1800-4251-1800
Legal Metrology: 1800-425-4835