Performance of Farmer Call Center: A Case of Nepal

Abstract

Large population of farming community is not in the access of extension services in Nepal. Therefore, agricultural extension service has remained the pressing priority since long. One of the ways to minimize the existing gap between farmers and extension agents could be the use of ICT. Realizing the facts, Government of Nepal started Farmer Call Centre (FCC) to provide extension advisory services to the wider mass of the farmers. However, in the Nepalese context, the status, performance, and user’s perception on FCC based on the users’ gratification are still unexplored. A qualitative study was commissioned to assess the performance of FCCs’ operations in Nepal. The data set maintained at FCC operated by Agriculture Information and Training Centre was used as the secondary source of information, while key informants interviews and focused group discussions were the primary sources of information. Result showed that farmers’ queries were diverse in nature. Many remote districts were not reached out by FCC services. Similarly, majority of farming communities were out of FCC’s access. Operation modality of FCCs was found traditional and incompatible to the farmers. Management issues were prominent and FCCs were found operated as a side responsibility by the concerned institutions. Many FCCs initiated by different institutions were not found in operational stage. The study concludes that the government should review the existing FCC operation modality and the ways it gratifies the users. An umbrella policy measure, quality control mechanism, and adequate budget allocation along with the nationwide awareness campaign as an entry point would be the immediate areas of intervention.