Setting Up, Managing and Operation of Call Center for Government Information Center

Setting Up, Managing and Operation of Call Center for Government Information Center



The Government of Sri Lanka (GoSL) is the main Service Provider to citizens.  Each citizen will need to interact with government organizations for various requirements throughout their lives.  The starting point of these interactions is the obtaining of information – citizens want to know, and on how they can obtain a government service. Unfortunately, due to the lack of resources, the lack of citizen-centeredness and cross-functional process clarity, citizens are given incomplete or wrong information by various government bodies. This results in multiple visits by a citizen to a government organization, frustration, delays and at times, inability to obtain the required services.


The ICT Agency envisaged a call centre which enables citizens to call and obtain information about all government services.  This call center with an easy-to-remember telephone number ‘1919’ was activated as the government ‘Help Desk’, similar to those established and operated successfully in other countries. The center was staffed by professional and courteous Service Providers who provide information to citizens in all 3 languages (Sinhala, Tamil and English).
The service, The GIC – 1919 was officially launched in August 2006 and operated under the eSri Lanka program. The operations of the call centre have been out sourced to a private call centre operator through an annual competitive Bidding process. GIC has now completed just over 10 years of operations.


•    To provide information of government services for citizens
•    To receive complains/ grievances from citizens
•    To provide online information of government services
•    To assist citizen to obtain online services through Lanka Gate

In Essence

The main objective in setting up the GIC call center is to handle inbound calls, in all three languages (Sinhala, Tamil and English), from citizens requesting information related to any Government Service.

•    Improve the digital economy
•    Reduce road traffic by efficient online government services
•    Increase services by the government
•    Increase online participation of citizens

Total Calls 2015 – 1753253

Total Calls 2016 –  1838632

eMotoring Solutions


The Department of Motor Traffic with the support from ICTA has initiated the project ‘eMotoring’ and has conducted a comprehensive System Audit, Business Process Re-engineering (BPR) and a System Study in 2009/10 by focusing on six functional areas including;

•    Registration of Importers, Manufacturers and Vehicles
•    Registration of 1st Owner of Vehicle
•    Registration of Changes to Ownership and Changes in Attributes
•    Managing Revenue Collection Agencies and Service Providers
•    Complaints, Investigations & Query Management Process
•    Document Management Process

The existing study need to be reviewed and validated by identifying new functional requirements within the processes at the DMT, studying the current legal environment related to the functions of DMT, proposing the latest and state of the art technology wherever necessary, studying the current and future ICT initiatives identified by the government (mainly by ICTA) and providing recommendations for seamless integrations.




The BPR requires revalidation in both functional and technical aspects to map with the current requirement technology trends. Therefore, review of the existing BPR documentation by carrying out a gap analysis of the process and incorporation of new functional and technological requirements to re-produce the BPR document are required.

In Essence

Validating BPR document will be supported for eMotoring solution by providing flawless specification for the implementation.

•    Improved the efficiency and effectiveness of eMotoring system.
•    Streamlined the functionalities of the eMotoring system.
•    Improved environmental conditions.
•    Satisfied staff within DMT and other satisfied stakeholders

Scanning eMotoring Documents

Scanning eMotoring Documents

The proposed e-Motoring solution will be a comprehensive solution whereby its Document Management System (DMS), one of its key components will digitize existing and new vehicle files to achieve the maximum efficiency and benefits of the system.



To empower the concept of ‘Digital Economy’ by facilitating the implementation of an eMotoring system for easy access of information on vehicle registration, minimize the corruption and enhance the transparency while providing solution for storing files physically.

Project Proposal

The solution will follow the model of ‘Build-Operate and Transfer (BOT) as per the recommendations made by the Cabinet Committee on Economic Management (CCEM) and subsequent approval of the Cabinet of Ministers.
The main component of the project proposal for implementing the eMotoring solution approved by the Department of National Planning is ‘software implementation’. The approach of implementation was changed to adopt BOT model as stated above. Subsequently the DMT, Ministry of Telecommunication and Digital Infrastructure (MTDI) and ICTA decided to utilize allocated budget for scanning and digitizing a part of the vehicle files and the procurement process was initiated accordingly.
Meanwhile a suggestion was made jointly by Technical Evaluation Committee and Ministry Procurement Committee to scan and digitize all existing files, for which new project proposal was developed by the ICTA with the budget increment in 2017.

In Essence

Scanning documents will be supported to increase the transparency and visibility of the vehicle transaction at DMT and further support for the future system implementations to be more reliable

•    Better control and visibility of motor vehicle files.
•    Increase the efficiency and effectiveness of the proposed eMotoring solution by providing documents in digitized format.
•    Improve the transparency of the vehicle transactions.
•    Improved environmental conditions.
•    Improved facilitation for businesses

EXTENSION OF DEADLINE FOR SUBMISSION OF BIDS – Video Conferencing Facilities to the Ministries and Government Institutions – Phase I – ICTA/GOSL/IS/NCB/2016/84

Extension of Deadline


Bidding Document

Annex 1

Published in Daily News on June 15, 2017 and June 20, 2017

Pre bid meeting-  1400 hrs (2.00 p.m) – July 05, 2017

Extension Paper Advertisement – Published in the Daily News on 21st July 2017

Bid Validity  – November 02, 2017

Bid Security – December 04, 2017

This is to notify that the Deadline for Submission of Bids has been extended up to 1500 hours on August 03, 2017.

Procuring a consultant firm for establishment of Digital Transaction Exchange under Single Window. (ICTA/SG2/GOSL/CON/QBS/2017/002)

Terms of Reference
REOI Submission Form
Published in Daily News on July 14, 2017
Deadline for submission of Expressions of Interest 1500 hrs on July 31, 2017

Configuration and Rolling-out of e-LG Product at 50 Local Authorities (Multiple Contracts) – ICTA/SG2/GOSL/CON/LCS/2017/006


Terms of Reference

REOI Submission Form

Published in Daily News on  July 17, 2017
Deadline for submission of Expressions of Interest 1500 hrs on August 1, 2017

Hiring a consulting firm to assist the ICTA M&E unit to produce regular project performance monitoring/implementation progress reports and conduct regular field monitoring activities – ICTA/SG2/GOSL/CON/QCBS/2017/001


Brief of Scope of Services

REOI Submission Form

Published in Daily News on July 05, 2017
Deadline for submission of Expressions of Interest 1500 hrs on July 25, 2017

Obtaining a consultant to develop a Governance Model, Policies and Procedures for LGN 2.0 – ICTA/SG2/GOSL/CON/IC/2017/002

Terms of Reference
CV Format
Published in Daily News on July 03, 2017 
Deadline for submission of Expressions of Interest 1200 Noon on July 13, 2017