Goa has made remarkable strides by becoming the first Indian state to achieve a full response rate to cyber fraud calls. This significant milestone marks an evolution in citizen-centric policing, thanks to the state's groundbreaking 1930 cyber fraud call centre. This cloud-based system has revolutionized how complainants report online financial crimes, enhancing accessibility, responsiveness, and overall service quality.
Since its inception, the cyber fraud call centre has fielded over 5,000 calls, with 581 complaints formally registered. Additionally, officers have diligently returned approximately 1,500 missed calls, ensuring every contact attempt is addressed. This is heralded as an unprecedented accomplishment within India’s cyber security framework.
Recently launched and operational round-the-clock, the centre is staffed by nine trained personnel who ensure that every call is handled efficiently. The system automatically logs caller details, including names, numbers, and the timing of calls. Enhanced voice clarity and automatic recording facilitate smooth communication and reliable documentation.
Call recordings undergo routine quality checks, akin to private-sector practices. Supervisors step in when necessary to maintain courtesy standards, fostering trust between citizens and police. The infrastructure supports conference calls and allows senior officials to oversee live interactions, adding layers of accountability and transparency.
The expedited reporting mechanism has minimized delays in alerting authorities about fraud incidents, facilitating a quicker response to trace funds and mitigate losses. Police officials emphasize that prompt alerts have resulted in substantial savings for citizens, underscoring the state’s dedication to leveraging advanced technology for public safety.
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