BangaloreOne Integrated Citizen Service Centres by qza17959


									 BangaloreOne Integrated
  Citizen Service Centers

Directorate of Electronic Delivery of Citizen
         Services, e-Governance
      DPAR (AR), Govt. of Karnataka

        Project Manager
 EDCS Directorate,e-Governance
             Project Objectives
   To provide G2C & B2C services in a convenient and efficient
   To scale up the operations to cover eventually all the G2C

   To enhance the accountability, transparency and responsiveness
    to citizens needs

   To provide cost-effective methods of service provision to the
    departments and provisions

   To provide efficient and real-time MIS and EIS to the

   To ensure speed and certainty of providing the services through
    enforcement of Service Level Agreement with the PPP

   To enable the Government departments and agencies to focus
    on their core functions and responsibilities
              Situation before the project intervention took place

  Citizens used to visit citizen service centers of different departments to avail
  the services .
 Citizens were supposed to visit different departments only at stipulated time
  and days.
 Citizens were used to wait for long time under uncomfortable conditions to
  avail the service.
 Citizens were supposed to go to a particular centre to which they belong
 Citizens had no flexibility in pay modes
             Situation before the project intervention took place

 Departments were focusing more on bill collection and accounting rather
  than on core functions.
 Real time MIS reports were not available for the internal departments like
  Accounts, Engineering etc for the services delivered to the Citizens.
 Absence of disaster recovery of data and business continuity.
 Service delivery time was not defined, measured, monitored and analyzed
  by the departments.
 Services were not available on portal.
 Producing of the bill / demand note / challan was mandatory for citizen to
  avail the services.
 Different services of single department were delivered at different offices /
  places making citizen to run from one office to another office of the same
 Value added services like statement of accounts were not easily available.
         Encounters and challenges faced for implementation

 Convincing the departments to participate in Bangalore One:

 Updating of data at departments: Monitoring of data transfer up to

 Closing of departmental service centers:

 Poor maintenance of IT infrastructure at the departments:

 Delay in opening the account: Non Operative accounts

 Challenges in getting the new centers: Commercial and mini centers

 Revenue model: Pay as you use

    Differences in the policies of departments Vs B-1 centers
        Strategy adopted for successful roll out and
               implementation of B1 project

 Outsourcing on PPP model – BOOT

 Banking partner from the day one

Conducting gap analysis for each department before integrating the
 Preparation of a comprehensive FRS for each of the services before
  beginning application development

 Minimal upfront investment from Government

 The applications is designed and implemented with a single interface
  for all services.

 Leased line Connectivity and ISDN as back up
        Strategy adopted for successful roll out and
               implementation of B1 project
 Robust network management system
 In built Redundancy, load balancing, offline capability, Disaster Recovery to
  ensure 24X7 operations
 Participating Departments to make available required data at a central site for
  access and update by Bangalore One
 Transactions are digitally signed by the respective operators to maintain data
  integrity and for non repudiation.
 Cost effective service for the departments as the service charge is based on
  transaction numbers .
 Robust web based Online Management Information System Reports are in
Results achieved vis-à-vis what was anticipated

 Started with 14 centers and at present 53 centers are operational with
  300 counters per shift.

 Started with 13 services of 10 departments and at present offers 29
  services of 24 departments which include 20 services of Government and
  9 services of Private companies.

 It started with 39,000 transactions per month and today it serves nearly 8
  lakh citizens of Bangalore every month.
                                         Transactions at BangaloreOne centres


                           80                                                    76.31

Transactions / Lakh nos.

                           60                                      57.74




                                2005-06            2006-07        2007-08       2008-09
                              Turnover at BangaloreOne centres



Rs./ Crores




                    2005-06           2006-07         2007-08    2008-09
                      Sustainability of the project
Internal Sustainability:

 The partner bank keeps one day float on a day’s collection through
 BangaloreOne and bears the salary expenses of the operators of

 EDCS Directorate which runs BangaloreOne project is financially self-sufficient.

 Addition of more services and opening of more centers as per citizen demands
 lead to increase in the number of transactions and in turn the PPP partner will be
 benefited and makes him economically sustainable.

 Service level agreement     (SLA) with the PPP Partner.

 IPR of software rests with GOK and the project is    on BOOT model
External Sustainability:

 Departments to close down their existing citizen service centers which are
  co-located with BangaloreOne centers.

 Departments to explore the possibility of integrating their services with
  Bangalore One before opening their centers.

 Participating departments to enter into service level agreement with
  BangaloreOne Directorate.

 Service level agreement with the banking partner.
                        Innovations in the project
Centers 24x7operation and 24x7 Maintenance Support

MIS Reports:

AJAX(Asynchronous JavaScript and XML)based application:

 Ajax applications are more responsive to user actions and programs don’t
  experience page reloading related interruptions.

 Ajax applications are faster

 Ajax applications create a JavaScript-based engine that runs on the browser.

 Ajax based application ultimately reduce the time of delivery of service and thus
  the citizens transaction time and waiting time is further reduced.

Redundancy of the entire Infrastructure:

   For man power operations through 15% leave reserve.
   For power supply through UPS and diesel engine generator, for
        connectivity through ISDN back up.
   For data center through business continuity center.
   For systems through load balancing and fail over mechanism.
   For total disconnections of the network through an offline server at each
         of the centers.
   For communication alarms in the exceptional situations through email,
        fax, mobile phones etc.
   For disasters through disaster recovery site.
                Automation of various processes

 SLA reports are made available Online:

 Automated generation of Covering letters for cheque bounce:

 Automated monitoring of operator’s attendance:

 Payment Grid to effect and track the transfer of collections to the
Functional Architecture
         Special features of B1 centers
•   Services available 0n 24x7 basis (NON STOP SERVICES)

•   Multiple services of Government and Business available at all the counters
    of all the centers (ONE STOP)

•   Jurisdiction free service:

•   Choice of Pay modes:

•   Quality Service:

•   ambience:

•   Electronic Queue Management System:

•   No service charges:

•   Services through internet:

•   Application interface available in local language(Kannada.
       Services offered at B1 centers
•   Payment Of Bills: BESCOM, BWSSB, BSNL,
    CELLONE, BMP property tax, Collection of
    Traffic and Parking fines, Tata Indicom, Airtel/
    Reliance, Spice and Airtel Land Line
    Other Services:
•   Registration for new passports, Issue of Birth
    and Death Certificate, Sale of passport
    applications, Market Value Assistance for
    property registration, Western Union Money
    Transfer, Renewal of Monthly Bus passes,
    KSRTC/Private Bus booking, Domestic Flight
                                and many more…….
            Flow of collections in BangaloreOne Project     DAY 2

BangaloreOne center_1                                     A/C of Dept_1

                                   DAY 2
BangaloreOne center_2                                     A/C of Dept_2
                             BangaloreOne Pooling
                               A/C @ Axis Bank

BangaloreOne center_3
                                                          A/C of Dept_3

BangaloreOne center_n
                                                          A/C of Dept_n
  DAY 0                       DAY 1- Bank Holds as
  Operations of BangaloreOne
• B-1 operates on 24 X 7 Basis
• In three Shifts
      Shift 1- 8.00 AM to 2.00 PM
      Shift 2- 2.00 PM to 8.00 PM
      Shift 3- 8.00 PM to 8.00 AM
• Shift 1 and 2 of current day and shift 3 of
  previous     day    forms    a  day     for
  BangaloreOne for all accounting purposes
                                       Role Based MIS Reports

                                                  Access to all reports

                                                   MANAGEMENT TEAM
                                                     GOK AND CMS

                   B-1 Center_2
                                                                          Dept specific
                                                    Center wise reports

Counter_1           Counter_2      Counter_n          AXIS BANK

                                                      Dept wise reports
Manager/ACCT                                                                  DEPT_2
                      B-1 Center_1
Center wise rept

    Counter_1          Counter_2      Counter_n

                    OPERATORS( OPR Wise
  Handling of Different Pay modes
• Cash: Transferred on Day 2
• Cheques/DD: Transferred on Day 4
• Credit/Debit Card: Transferred on Day 4

• Transactions pertaining to bounced
  Cheques/DD’s are cancelled and the
  cancelled receipt with the original
  instrument is sent to the Departments
Awards won :
 2005-06 for being best in service

Finalist in Microsoft e-Governance
 Award 2007.

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