Minister of Transport and Infocommunications Yang Berhormat Pengiran Dato Seri Setia Shamhary bin Pengiran Dato Paduka Haji Mustapha addressed queries during the 21st Legislative Council (LegCo) session regarding the Darussalam 123 hotline and ongoing improvements to enhance its services.
“The Darussalam Line 123 is a 24/7 national call centre for non-emergency services provided by the Brunei Government for citizens. Established on March 20, 2014, it serves as a central point for directing the public to information and resources, managing non-emergency service requests and ensuring convenient, prompt and reliable access to both government and non-government services,” he stated.
He noted that 21 agencies are directly linked to the call centre, facilitating 413 different types of services and information requests.
“Since its inception over 10 years ago, the centre has processed more than five million calls via the 123 hotline, mobile application, WhatsApp and social media,” he added.
The Darussalam Line 123 is also integrated with key national helplines, including Talian Anak 121, Talian Harapan 145, Talian Kebajikan 141, and Brunei Weatherline 114.
The minister further highlighted that the call centre received ISO 9001:2015 and ISO 18295-1:2017 accreditations in November 2019, demonstrating adherence to international quality management and customer service standards.
He underscored the government’s commitment to improving the service, noting that customer satisfaction ratings currently stands at 4.5 out of 5.
“While this rating is high, there are still steps that can be taken to enhance the service further,” he said.
Among the initiatives is ‘Projek Pemedulian’, a collaborative effort between Darussalam Line 123 and the Prime Minister’s Office through the Management Services Department (MSD), set to launch in April.
“This project will provide citizens and residents with swift responses to non-emergency service and information requests, leveraging artificial intelligence-driven technology for improved information management,” he stated.
He affirmed that the Ministry of Transport and Infocommunications will continue monitoring the situation to ensure the delivery of quality services and accurate information to the public. – Daniel Lim
