Government Information Center – 1919

The Re-engineering Government (Re-Gov) Programme of ICTA has initiated a number of eServices and enabling projects to increase the efficiency of the citizen service and information delivery mechanism of the government. It is common knowledge that obtaining the correct and relevant information which is related to the citizen services provided by various government organizations is a difficult and unpleasant task. In order to address this situation, the Re-Gov Programme initiated the Government Information Centre (GIC) Project to provide such information in all 3 languages through a call centre.

In order to provide the same information given through the call centre over the web, a parallel project was initiated to design the GIC website
(www.gic.gov.lk).

The call centre which is operational on 14 hours x 7 days basis is highly utilized. On average it receives over 2,500 calls daily.

However, it became obvious that if the same information can be provided over the web, such information can be accessed by citizen 24 hours x 7 without any limitations. This idea gave the birth to GIC website www.gic.gov.lk which has already won 2 international awards.

Main features of GIC

Easy Access

  • One number to obtain all government information
  • One number regardless of the telecom network

High Availability

  • Open 8.00 a.m. – 10.00 p.m.
  • Open 365 days a year
  • 30 lines open for incoming calls

Citizen Centric

  • Trilingual (Sinhala, Tamil, English) – select the preferred language
  • Call when citizens are free

Citizen Friendliness

  • Treat cordially, greet at the beginning and at the end of the call
  • Always address citizens respectfully ( “sir” and “madam’)
  • Be extremely polite, never argue, never talk back

Responsiveness

  • Provide info using a database – consistent responses
  • If the info is not available call back in 24 hours to obtain the information

In Essence

  • To organize and present the information in the GIC web in a citizen-friendly, intention-based manner.
  • To organize departmental services in a logical manner where it would easily respond to citizen inquiries.
  • This should also provide user friendly mechanisms for uploading information to the website by various government organizations.
  • Improve the collaborative nature of the website by providing information as RSS feeds which could be consumed by other online applications and websites.
  • Facilitate citizens with downloadable forms in relation to citizen services provided by government organizations.
  • To provide a facility for the citizens to make complain or grievance in relation to government services.
  • Facilitate directing complains to relevant government organizations and system should also facilitate maintaining feedbacks in relation to the complain number.
  • Provide the location information about key government service providers at the village level by consuming the web services/RSS feeds provided by various government organizations.
Organization Type No of websites
Ministries 20
Departments 37
Authority 07
Boards 04
Bureaus 03
Commissions 05
Corporations 03
Councils 01
Foundations 01
Institutes 14
Institutes 14
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