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V oluntary O rganization in I nterest of C onsumer E ducation- VOICE

Presents NCHMobiAPP / JGJ-JAGO GRAHAK JAGO (in Hindi) Nomination for mBillionth award 2013. V oluntary O rganization in I nterest of C onsumer E ducation- VOICE. CONCEPT: PAN INDIA consumers help line to call and get guidance and log in all kinds of consumer complaints

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V oluntary O rganization in I nterest of C onsumer E ducation- VOICE

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  1. Presents NCHMobiAPP /JGJ-JAGO GRAHAK JAGO (in Hindi) Nomination for mBillionth award 2013 Voluntary Organization in Interest of Consumer Education-VOICE HU/mBill pres 1 VOICE 13/05/13

  2. CONCEPT: PAN INDIA consumers help line to call and get guidance and log in all kinds of consumer complaints CATEGORY: m-Governance BY:VOICE/NCH NCHMobiAPP HU/mBill pres 2 VOICE 13/05/13

  3. WHAT: NOMINATION mBillionth award 2013 FOR:VODAFONE INDIA FOUNDATION IN ASSOCIATION with DIGITAL EMPOWERMENT FOUNDATION (DEF) PURPOSE: MOTIVATE AND ENCOURAGE INNOVATIONS IN MOBILE CONTENT & SERVICES DELIVERY BENEFITING COMMUNITIES FOR WHOM: NON-GOVERNMENTAL / NOT- FOR-PROFIT ORGANIZATION THE INNOVATIONS TO BENEFIT THE SOCIETY AND EMPOWER SOCIETAL NEEDS AT LARGE INTRODUCTION HU/mBill pres 3 VOICE 13/05/13

  4. AboutVOICE Voluntary Organization in Interest of Consumer Education VOICE Entity: NON-GOVERNMENT ORGANIZATION REGISTERED AS TRUST Vintage:Registered in 1986 as a Trust First donation: LATE JUSTICE V.M. TARKUNDE,noted civil Rights’ activist and PROF. P.K. GHOSH, former Vice Chancellor North Bengal University USP:VOICE DOES NOT ACCEPT COMMERCIAL DONATIONS OR ADVERTISEMENTS to maintain its independence Promoted National Consumer Helpline (NCH) in 2005 Contd… HU/mBill pres 4 VOICE 13/05/13

  5. Educating consumers through- THE MONTHLY MAGAZINE – CONSUMER VOICE WORKSHOPS AND ROAD SHOWS OUTREACH PROGRAM TO SCHOOLS, COLLEGES, RWAS ETC. INTERACTION WITH OTHER CAGS/CONSUMER GROUPS THR’CCC Consumer empowerment through- COMPARATIVE TESTING OF PRODUCTS/SERVICES COMPLAINTS REDRESSAL-NCH-> CONSUMER ADVICE ON PURCHASE OF PRODUCTS / SERVICES Consumer movement- ADVOCACY INVOLVEMENT IN POLICY MAKING WITH GOVT. / REGULATORS POLICY IMPLEMENTATION WATCH DOG INVOLVEMENT WITH INDUSTRY ON STANDARDS/GRIEVANCE REDRESSAL AboutVOICE..Activities HU/mBill pres 5 VOICE 13/05/13

  6. National Consumer Helpline …towards making a smart consumer A Public Service project now supported by Union Ministry of Consumer Affairs, Food and Public Distribution HU/mBill pres 6 VOICE 13/05/13

  7. Organizational background HU/mBill pres 7 VOICE 13/05/13 National Consumer Helpline (NCH), is a part of the “Jago Grahak Jago” campaign and is being supported by the Union Ministry of Consumer Affairs, Food and Public Distribution. NCH is now managed by University of Delhi in the premises of Delhi School of Economics. NCH was started 8 years ago – on World Consumer Rights Day i.e. 15th March 2005. NCH has a toll free number 1800-11- 4000, 011-27006500 (normal call charges) sms number 8800939717 and website www.nationalconsumerhelpline.infor consumers pan India to call and get guidance and log in complaints. Operate from 9:30 AM- to 5:30 PM, Monday to Saturday

  8. National Consumer HelplineNCH HU/mBill pres 8 VOICE 13/05/13 VISION A Nation of awakened, empowered and responsible consumers and socially and legally responsible corporate. MISSION ‘To provide telephonic advice, informationand guidance to empower Indian consumers and persuade businesses to reorient their policies and management systems to address consumer concerns and grievances adopting world class standards’

  9. Tier 1 Manufacturer/ service provider Regulatory Authority Tier 2 Tier 3 Consumer Courts Three Tier approach • First Tier : Consumer is advised to approach the concerned organization • Second Tier: If problem remains unsolved within specified time frame, then consumer is advised to approach the regulatory authorities existing in different sectors • Third Tier: As last option, consumer advised to file case in consumer courts NCH attempts to stop issues from escalating to consumer courts. HU/mBill pres 9 VOICE 13/05/13

  10. Activities@ NCHcontd…. HU/mBill pres 10 VOICE 13/05/13 • CALL HANDLING : • Inbound • Outbound Since inception, 6,34, 092 cases till 30th April 2013 • CUTTING EDGE TRAINING OF COUNSELORS- 30 minutes every morning designated for training. • QUALITY ASSURANCE OF NCH SERVICE DELIVERY- Designated Quality analyst & Sector in Charges audit recorded calls and give scores. • CONVERGENCE: A Unique co-operative approach to consumer complaint redressal with manufacturers / service providers’ active co-operation and consent. 204 Companies, including 67 companies which are online Response percentage of complaints sent averages 78% • CONSUMER DETRIMENT : A major of impact of consumer complaints vis-à-vis value of goods/services involved

  11. ACTIVITIES@ NCH HU/mBill pres 11 VOICE 13/05/13 • Socio – Economic Classification (SEC): SEC classification of fy callers into different stratas, to give an insight into the profile of callers to NCH • NCH website –Consumer Portal - www.nationalconsumerhelpline.in • Website hits – 1 Lac hits per month on an average • facilitates a platform for the redressal of consumer complaints online. • Jagriti – Consumer awareness Programs: • at Institutes in Delhi NCR • Through Community Radio - DU and Jamia • National Workshop in Sept 2011 - ISO 10000 series - a world class standard for complaint handling system & management AND • NEW INITIATIVES : NCHMobiAPP/JGJ-JAGO GRAHAK JAGO (in Hindi) In process of developing Mobile application software for consumer complaints and pre purchase guide.

  12. Why NCHMobiAPP / JGJ HU/mBill pres 12 VOICE 13/05/13 Currently we reach about 12000 consumers per month with available resources, technology and applications. Need to enhance this reach manifold in view of increasing economic activity and consequential increase in consumer grievances. Enhance reach by creating more channels of communication Automate the process for quick response with reduced manual intervention Hence NCHMobiAPP / JGJ a Mobile based consumer contact system to take advantage of vast connectivity the mobiles offer.

  13. Registrationn Log in FAQ’s Complaint Management Pre Purchase Enquiry New or existing Existing FAQ’s NCHMobiAPP/JGJ Process Flow HU/mBill pres 13 VOICE 13/05/13

  14. 1. Sector2.Brand (search by company)3. Complaint Category4. Complaint FOP5.Minimum Info. Parameters5. Problem reported Display last 5 dockets (policy for old data to be decided) status Problem solved Policy for response Offline or online (decision to be taken) Response can be send as E-mail or SMS closed NCH can send complaint no. after submission.(Decision to be taken) Preliminary response can be send with or without Complaint no. FAQ’s FAQ’s Auto Response –logic should be complaint wise(decision to be taken) Auto response Review and response.(Process to be defined) Standard Q/A template to be made closed closed FAQ’s NCHMobiAPP/JGJ Process Flow Contd. HU/mBill pres 14 VOICE 13/05/13

  15. About NCHMobiAPP / JGJ NCH Mobile APP Provides you with Advise and Guidance for your consumer complaints and Inform you with best buy… NCH Mobile APP Provides you with Advise and Guidance for your consumer complaints and Inform you with best buy… Complaint management Complaint management • Pre purchase Enquiry FAQs about NCH/APP HU/mBill pres 15 VOICE 13/05/13

  16. 3.4 DISCLAIMER Please Note: - NCH is an advisory body and will not liable in any case to resolve the consumer grievances against any company / service providers. NCH sole aim is “To provide information, advice and guidance to empower Indian consumers and persuade businesses to reorient their policy and management systems to address consumer concerns and grievances adopting world class standards.” NCH mission is to provide its services and supports consumers via Mobile Software app by Guiding consumers in finding solutions to problems related to Products & Services. Providing information related to Companies and Regulatory Authorities. Facilitating consumers in filing complaints against defaulting Service Providers Empowering consumers to use available Consumer Grievances Redressal. Mechanisms, Educating Consumers about their Rights and Responsibilities. NCH will not market or not act as a media to advertise any 3rd Party product and services. NCH is not the authorized body to provide the resolution to your grievances against any product/ services. It shall be our endeavor to forward the complaint to the concerned service provider. The responsibility of the resolution of the complaints lies with the service provider as per their internal grievance handling system. The customer is advised to follow – up their complaints with the concerned service provider. NCH will provide you the details of the nodal officer of the service provider once you register your grievance. Submit Important to mention-180 days validity to View complaints . 3.5 I Agree

  17. DELIVERABLES HU/mBill pres 17 VOICE 13/05/13 This M-App will work on Smart/feature phones Tablets with all popular mobile O.S like Android, iOS, Symbian, Windows etc. Will be available for free download from all popular App stores / our websites etc. Thr’ this APP consumers can register with us, lodge their grievance and get advise as to how to solve them for a product / service.

  18. DELIVERABLES contd… HU/mBill pres 18 VOICE 13/05/13 Grievances already lodged with NCH can be reviewed to get further advice as their redressal process progresses. Service delivery to the consumers on a Pan-India basis on mobile devices thr’ this APP- Consumer education/empowerment Advice on how to get these complaints resolved in a systematic and effective manner Reach to all consumers of all classes and all locations

  19. PROJECT IMPACT ASSESEMENT HU/mBill pres 19 VOICE 13/05/13 At full maturity expect to cover 1 % of mobile users - meaning 20,000 contacts per day. Reach every corner of India -mobile network covers almost 95% of Indian population To every strata of population. The APP/system capabilities can be exploited to engage / create large body of activists for all issues / larger consumer goals of environment sustainability and Human Development issues

  20. PROJECT IMPACT ASSESEMENT Contd… HU/mBill pres 20 VOICE 13/05/13 Providing continuous consumer education Real-time updates on consumer issues Faster redressal of grievances Engage manufacturers and service providers with consumers for better understanding and healthier buyer/seller environment Engage policy makers along with consumers in improving policy environment

  21. FURTHER DEVELOPMENTS HU/mBill pres 21 VOICE 13/05/13 • Use of other Indian and International languages • IVR capabilities • Continuous consumer engagement • Additional consumer services like • Best buy advice • Rural issues like agriculture • Human development issues

  22. LIMITATIONS AND ANTICIPATED CHALLENGES HU/mBill pres 22 VOICE 13/05/13 Making consumers appreciate that it is only an advisory service, cannot solve their problem Creating auto-response database Concept marketing in Indian context Developing application suited to rural audience for basic phones Developing applications in different Indian languages / scripts Taking into account cultural differences vis-à-vis functionalities

  23. SUSTAINABILITY HU/mBill pres 23 VOICE 13/05/13 Sustainability: It was always conceived to be a public service project with grants from Government and donations. It has been successfully running for 8 years and we do not foresee any problems in its continuation. Scalability: Current process has limited scalability as it is dependent on voice calls and broadband connectivity. With this proposed mobile APP scalability is almost unlimited, limited only by the spread of mobile network and our capacity to manage.

  24. Why NCHMobiAPP is a winning entry? HU/mBill pres 24 VOICE 13/05/13 Meets motive of this award of Vodafone/ DEF Innovation in mobile content / service delivery VOICE is a Non-Governmental / Not- for-profit Organization Project empowers societal needs at large Reach all geographies and every strata of population Even reach non-English speaking populace Promote manufacturer / service provider with better and consumer friendly products / services Promote public engagement for common good

  25. GRANT UTILIZATION HU/mBill pres 25 VOICE 13/05/13 Complete developing the application to start with in English and Hindi. The application targeted in the initial phase is two fold namely for smart/feature phones and for basic phones. Simultaneously the grant will also be utilized for re-modeling the data to suit a mobile browser based application and automated responses. Mobile App launch costs

  26. Contacts HU/mBill pres 26 VOICE 13/05/13 Ashim Sanyal Hemant Upadhyay COO & Secretary Advisor-IT & Telecom coo@consumer-voice.orghupadhyay@consumer-voice.org Ph: +91 9350998460 PH: +91 9811101961 Consumer Voice / VOICE O-45, Ring Road, Lajpat Nagar-II, New Delhi-110024 Ph. 011-47331025, Fax: 011-29849081  www.consumer-voice.org http://www.consumer-voice.org/voice_videos.aspx

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