CHILDLINE 1098 SERVICE » Intervention Model » Telecom
Telecom the backbone of CHILDLINE
CHILDLINE service is dependent on delivery of service as a response to incoming telecalls on the helpline 1098. This makes telecom technology the prime driver for service delivery in terms of reach, speed of response and user friendliness.
In the 10 years since inception, telecom has only meant a simple telephone connection using a 4 digit number and based on connectivity between BSNL/MTNL based land lines and the termination of the incoming call on the designated call center lines closest to the point of originating call.
India's mobile subscriber base crossed the landline subscriber base. And the gap is growing very fast. As of March 05, Mobile connections at 52.22 million had exceeded fixed line subscribers at 46.19 million. As at end December 2005, total subscriptions figure for all types had crossed the 100 million mark. BSNL, the largest fixed line service provider, had a growth of 2.58 % over previous year, MTNL declined by 7.31%; mobile connections grew at 55% over previous year. All private service providers for fixed line also grew at rates ranging from 34.38% (Bharti) to 162% (Reliance). Clearly private telecom service providers will be here to stay and dominate the market. The connectivity from mobile phones to a BSNL landline involves BSNL/ MTNL infrastructure for terminating a call on a BSNL/ MTNL landline, for which currently BSNL/ MTNL charges 30ps per call for termination. This has to be paid by the service provider to BSNL/ MTNL unless it is waived by BSNL/ MTNL.
It is imperative that Private telecom service providers can overcome the connectivity problems; other wise private telecom service providers cannot offer the service of 1098 connectivity as a toll free service, terminating on a single landline. For CHILDLINE 1098 connectivity across all telecom service providers is now a necessity and it is only sustainable if all calls terminate on one phone at each call centre. It is not possible or viable to have separate termination phones for each and every telecom service provider.
If we expect that up to 40% of future calls may come in from mobile phones, and our target is 15 million calls per annum, then the interconnectivity cost for terminating mobile and private service provider calls to the BSNL/MTNL landline at the CHILDLINE Call Centre will involve a burden on CHILDLINE, which simply cannot be borne.