The Administrator/Chief Executive Officer of Ghana Investment Fund for Electronic Communications (GIFEC), Mr. Abraham Kofi Asante has completed an inspection tour of three 112 Emergency Call Centres. The tour started on Monday, 21 and ended on Friday 31, 2017.
GIFEC in 2012 planned to set up call centres in the ten regional capitals, and thereafter contracted Messrs Sieghard Ghana Ltd to set up the first two call centers in Accra and Kumasi. In 2016 three more were set up in Takoradi, Ho and Tamale.
The main purpose of the Emergency Call Center is to ensure speedy responses to emergencies and also eliminate the inefficiencies in the system.
The centres visited by the Administrator included the Takoradi Call Centre located Kwesimintsim in the Western Region, the Ho Call Centre, adjacent the Ho Sports Stadium in the Volta Region and the Tamale Call Centre located in the Sagnarigu District in Tamale, Northern Region.
All three call centres are housed in the Community Information Centres located in the respective regional capitals.
Each of the centres is allocated with internet connectivity, eleven desktop computers, five air-conditioners, a Rack, a Gateway Device, Cabling, a computer workstation, an LED Flat Panel and a Hand-free Device.
The tour offered the Administrator the opportunity to inspect the installations, fittings and furniture and also interact with the staff of the respective centres. The team also had the chance to engage with opinion leaders, and other stakeholders in the catchment areas.
The involvement of the Bureau for National Communication (BNC) in the inspection tour was to enable them familiarize themselves with the operations of the call centres and engage them as the main network link provider, in voice transmission.
The tour helped to uncover certain shortfalls at the centres which needed immediate and urgent attention. The shortfalls include security for both personnel and equipment in all the three centres, lack of servers to protect the machines as well as inadequate back-ups.
The Administrator stressed on the need for proper security at all the centres to protect both lives and property and promised installing CCTV cameras, at the centres. He also said, the agency was going to provide each centre with a server to provide back-ups for all the machines, and ensure that the systems were secured.
On their part, the national service personnel who work at the centre, expressed their concern about lack of residential accommodation. This, the Administrator said, would be addressed during the next recruitment of service personnel.
The Administrator said the inspection tour had helped him uncover problems facing the centres in the three regions and the need to resolve them as soon as possible to avoid inefficiencies in the running of the call centre.
Mr. Kofi Asante was accompanied by some staff of GIFEC, and others senior staff’s from the Bureau for National Communication (BNC), and officials from Siegard Ghana Limited, contractors of the project and current managers of the centres. The staff from GIFEC comprised of Mr. Michael Agyei Takyi, Principal Programmes Manager, Mr. Andy Akiti, Programmes Manager, and Mr. Akwasi Owusu, Research, Monitoring and Evaluation Manager. From the Bureau for National Communication (BNC) is was Mr. John Tandoh, Head of Network Security, Bureau for National Communication (BNC). Evelyn Gyasi Amponsah Head of Network Operation Centre (NOC), represented her company.