97pc increase in calls over licence renewals

The Darussalam line 123 (TD123) has received a 97-per-cent increase in calls since August 9, said Director of the E-Government National Centre (EGNC) Mazriyani binti Haji Abdul Ghani.

“The high number of calls received has caused difficulties most notably in processing vehicle licence (VL) and driving licence (DL) renewal applications,” said the director during a Ministry of Transport and Infocommunications (MTIC) press conference yesterday.

“We thank the public for their patience and announce that steps have been taken to improve TD123. This includes expanding the hotline’s capacity from 63 call agents to 91 to help cope with the increase in demand.

“The increase in call agents will be implemented in phases from September 23 to October 7, with the training call agents ongoing.”

The director also announced that EGNC completed a system update on September 18 to improve TD123. With the update, the public can now reach the hotline via WhatsApp 8333123 where call agents can simultaneously attend to 10 WhatsApp messages compared to five previously.

To streamline and assist the Land Transport Department (JPD) in processing VL and DL renewals, TD123 now has access to the Land Transport System (SPD) for verification of users.

Source: E-Government National Centre

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