Production is going on.
One contact service supports 21 agencies and approximately 36,000 interactions each month
A government contact centre in Brunei brings enquiries, complaints and service requests into one continuously available service across voice and digital channels.
Client
Challenge
Citizens needed a simple way to reach government services at any hour, even when a request involved more than one agency. The service had to capture each interaction, direct cases to the right team and track follow-up through resolution while maintaining consistent handling standards.
As agency participation and channel choices expanded, the contact centre also needed a scalable operating model. Managers required clear data on volumes, case status, service performance and recurring citizen needs to oversee a round-the-clock operation.
As agency participation and channel choices expanded, the contact centre also needed a scalable operating model. Managers required clear data on volumes, case status, service performance and recurring citizen needs to oversee a round-the-clock operation.
Solution
BCT, through Comquest, has managed the 24x7x365 contact centre since 2014. The service combines trained frontline teams, supervision and defined procedures with BCT technology for case management, feedback and reporting.
1
Centralized citizen engagement across Hotline 123, email, WhatsApp, social media and the TD123 mobile app, which also offers AI chatbot support.
2
BCT dtWorks for case capture, documentation, routing, escalation and tracking across participating government agencies.
3
Frontline training, team leader oversight, quality monitoring, workforce management and standard operating procedures for consistent service.
4
Operational dashboards and reports to monitor interaction volumes, case trends, service levels and performance.
5
DropThought for citizen feedback and satisfaction reporting, giving managers visibility into the service experience.
Impact
The contact service now supports 21 government agencies and 10 service channels. According to the submission, it handles approximately 36,000 citizen interactions and closes approximately 26,000 tickets per month. These figures show the scale of the shared service and its case management operation.
The reported service level was 99.08% as of August 2026, with citizen satisfaction at 4.5 out of 5 at the same date. Average call abandonment was 3.06% during 2026. Together with continuous operation since 2014, these measures show how the service has maintained access and oversight as its reach has grown.
The reported service level was 99.08% as of August 2026, with citizen satisfaction at 4.5 out of 5 at the same date. Average call abandonment was 3.06% during 2026. Together with continuous operation since 2014, these measures show how the service has maintained access and oversight as its reach has grown.
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