Case Study

Implemented Emergency Response Center for BMC during COVID-19


The Municipal Corporation of Greater Mumbai (MCGM),also known as Brihanmumbai Municipal Corporation (BMC)is the governing civic body of Mumbai, the capital city of Maharashtra. It is India's richest municipal corporation. MCGM is responsible for the civic infrastructure and administration of the city and some suburbs.


Government & Public Services





The Brihanmumbai Municipal Corporation (BMC) had initiated a helpline for helping the migrants during the COVID-19 pandemic. The helpline was to locate the migrants in different parts of Mumbai and supply food to them. 

BMC was initially facing challenges with the initiative as multiple requests were incoming from migrants from different regions. They did not have a monitoring system to track the migrants and were unable to heed to a number of requests.


Datamatics volunteered to help the BMC in this initiative via its expertise in managing response centers and advanced data analytics. Datamatics took complete charge of the BMC – COVID Helpline (1800-221292), the primary touch-point for providing food, shelter and medicines to all needy, migrant and below-poverty-line population. Datamatics took over this helpline and set up a brand-new emergency response center operational from scratch within 2 days.

Datamatics used advanced analytics to identify the trends in the different regions, recorded calls with transcription for speech analysis. Real-time dashboards were implemented to monitor the daily progress and the requests fulfilled in different regions,

Datamatics also conducted mystery audit exercises to detect gaps in the existing service to improve the services.


30 Seconds

Average wait time. Reduced from 4 minutes.

90,000+ Calls

Handled in 2 months with an average of 2500 calls per day

600,000 Migrants

Benefited with emergency response