Talian Darussalam 123: Brunei Darussalam’s National Non-Emergency Call Centre
- DOI
- 10.2991/aebmr.k.200301.007How to use a DOI?
- Keywords
- Brunei, e-government, non-emergency, call centre
- Abstract
One of the most significant changes in the last five years in Brunei Darussalam’s public administration is the introduction of the national non-emergency call centre, Talian Darussalam 123 (TD123). From the initial 181,000 calls the centre received in the first nine months of its operation in 2014, it is now receiving over 300,000 calls annually from the members of the public. This paper is a descriptive qualitative case study on TD123, a successful e-Government initiative in the small country of Brunei Darussalam, which has a population of 442,200 people. The significant number of calls to the centre reflects public’s knowledge of the service; where 30% of the population has called the centre at least once. From the data received, majority of Brunei Darussalam’s public complaints were due to water and electricity supplies. As TD123 is just an intermediary, it is not mandated to take action on departments which did not reply to public complaints as seen in other countries, therefore this is also one of the challenges of the system. The data collected from the public is valuable information can help the government to plan its social and economic development as seen in major cities with a similar system, therefore expanding the system can help the country achieve its smart city and nation initiatives in the future.
- Copyright
- © 2020, the Authors. Published by Atlantis Press.
- Open Access
- This is an open access article distributed under the CC BY-NC license (http://creativecommons.org/licenses/by-nc/4.0/).
Cite this article
TY - CONF AU - Li Li Pang PY - 2020 DA - 2020/03/04 TI - Talian Darussalam 123: Brunei Darussalam’s National Non-Emergency Call Centre BT - Proceedings of the Annual Conference of Indonesian Association for Public Administration (IAPA 2019) PB - Atlantis Press SP - 120 EP - 143 SN - 2352-5428 UR - https://doi.org/10.2991/aebmr.k.200301.007 DO - 10.2991/aebmr.k.200301.007 ID - Pang2020 ER -