The Ministry of External Affairs (@MEAIndia) has deployed Twitter India’s live customer service resolution solution, Twitter Seva to help Indians here and abroad, tourists and business travelers with speedy resolution to their visa and passport queries. Twitter Seva will enable the MEA to strengthen its primary relationship with Indian citizens by providing fast, efficient and real-time public service. This comprehensive global roll-out of Twitter Seva will enable timely, transparent and large-scale response to citizen Tweets in real-time, thus, enhancing scalability and expediting the process of dealing with requests by Indian and global citizens.
External Affairs Minister Sushma Swaraj (@SushmaSwaraj) with 6.8 million followers has been extremely active on Twitter to extend help and support to Indian and global citizens through her official Twitter account. With the deployment of Twitter Seva, the Ministry aims to establish a systematic and scalable process to use the public, live nature of Tweets to ensure public service redressal in the most effective manner.
Speaking at the launch, GEN. (DR) V.K. SINGH (RETD) said, “Over time, Twitter has proved to be a powerful tool for communicating and exchanging information especially in times of need. Our action-reaction process has witnessed a real time boost. With the adoption of Twitter Seva today, our commitment to serve our people in India and across the globe in an enhanced, timely and transparent manner will take a new leap forward.”
How does Twitter Seva work?
Twitter Seva, Twitter’s customized live customer service delivery solution, is an effective mechanism to respond to public queries and grievances that helps process large volumes of Tweets, converts them into resolvable tickets, and assigns them to the relevant authority for real-time resolution.
@CPVIndia Sir,Need help,Mother hs to visit relatives in SA,but i think its yet to be viewed, pic.twitter.com/tSmmVVaxpc
— Prashant (@prashantkpradha) August 5, 2015
Thank you @MEAQuery @Gen_VKSingh @SushmaSwaraj @MEAIndia Today passport delivered with Speed post.Speed goverment 🙂 https://t.co/UIHr8aVSfg
— Arpit jain (@Arpitkumarjain) February 24, 2016
The Seva ecosystem tracks more than 750,000 Tweets across 11 large government partners in two countries with more than 7,500 Twitter handles supporting the live delivery of services.
Twitter Seva is currently being used for citizen engagement by the Ministry of Commerce (@DIPPGOI), the Ministry of External Affairs (@MEAIndia), the Ministry of Railways (@RailMinIndia), the Department of Telecommunications (@Dot_India), Department of Posts, MTNL, BSNL under the Ministry of Communication, the UP Police (@Uppolice) as well as the Bengaluru Police (@BlrCityPolice). The other police departments that are set to adopt this Twitter innovation are the Delhi Police (@DelhiPolice), Mumbai Police (@MumbaiPolice) and Hyderabad Police (@hydcitypolice). Internationally, Twitter Seva is in use at the Central Java province in Indonesia.
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