The Ministry of Communications adopts Twitter Seva

By Raheel Khursheed
Tuesday, 2 August 2016

The Government of India has used Twitter effectively to communicate with citizens. Prime Minister Narendra Modi (@narendramodi) and his cabinet ministers use Twitter to share updates on economic development policies, make public announcements, maintain dialogue with citizens, and even use the platform to bring people together over a flagship campaign.

This year, we have worked with various ministries on how they can increase their Twitter outreach and effectively manage the volume of Tweets coming in from citizens, and we have developed a customised e-governance delivery service platform for the Indian government called Twitter Seva, an India-first innovation at Twitter.

Today, the Ministry of Communication (@manojsinhabjp) announced the adoption of Twitter Seva for providing transparent and timely governance, making it the fourth ministry in the NDA government to use the platfiorm, following the Ministry of Commerce (@DIPPGOI), the Ministry of External Affairs (@MEAIndia), and the Ministry of Railways (@RailMinIndia). These ministries have changed how the government and citizens interact with each other and have redefined the customer service culture in the public sectors.

For the Ministry of Communications, Twitter Seva in its first phase has been launched for the Minister of State for Communications (@manojsinhabjp), Department of Telecommunications (@Dot_India), Bharat Sanchar Nigam Ltd (@BSNLCorporate), Mahanagar Telephone Nigam Ltd (@MTNLOfficial), and Department of Post (@PostOfficeIndia). Through Twitter Seva, the Ministry envisions to take their public service engagement to the next level, by scaling real time service citizen interaction.

Indian citizens and businesses can Tweet to the Minister of Communications (@manojsinhabjp) using #DOTSeva, #BSNLSeva, #MTNLSeva and #PostalSeva to reach the respective departments for their government service queries, real-time updates and requests for assistance.

With the help of Twitter Seva, the Ministry is able to easily monitor user queries and complaints and take quick action in a time bound, accountable manner. The dashboard provides resolvable, prioritized tickets by assigning each Tweet with a relevant authority for real-time resolution. The service is therefore driving efficient and effective customer service as well as collation of real-time citizen feedback.

We would like to utilize the services of social media to serve the people of India. Social media is an effective tool of communications between the Government and people. We will continue to put our efforts to ensure the delivery of quality service. I hope that all government and private Telecom operators use the utility of Twitter Seva to the fullest

Manoj Sinha @manojsinhabjp

Twitter Seva helps process large volume of Tweets, converts them into resolvable tickets and assigns them to the relevant authority for real-time resolution. The service is driving efficient and effective customer service as well as collation of real-time citizen feedback. Through Twitter Seva, the Ministry envisions to take their public service engagement to the next level, by scaling up its real-time customer service for citizens.

Ministries using Twitter Seva have changed how the Indian Government interacts with citizens in a live, accountable manner on a nationwide scale interact and has redefined the customer service culture in their respective public sectors.

Twitter is delighted to support the Ministry in providing e-governance delivery in real-time, with a citizen-first strategy. The Twitter Seva system is now tracking several thousand official government accounts on Twitter and more than 400,000 Tweets per month, with each Tweet stacking up as a metric of the Government’s intent to deliver effective and transparent service.