Case Study: a government higher education department improves citizen support with Data-Core Systems' managed helpline operations

Government Higher Education Department delivers 50-seat citizen support with Data-Core Systems

A government higher education department required a centralized support channel to handle a high volume of admission and scholarship queries from students and guardians with accuracy and transparency. To meet this challenge, they partnered with Data-Core Systems Inc. for a managed helpline operation.

Data-Core Systems Inc. implemented a complete managed-service helpline featuring multi-channel support across 50 seats, telephony management, and a structured L1/L2/L3 escalation model. The solution successfully handled approximately 100–120 calls and 80–100 emails per agent daily while sustaining information accuracy above 95%. The vendor provided continuous supervision, operational transparency through daily MIS reporting, and delivered a consistently operated citizen-support function.