Bangalore One Integrated Citizen Services ProjectBangalore One Integrated Citizen Services Project...

Bangalore One Integrated Citizen Services Project

Project Manager

Karnataka One Project

Shashidhar Sarangamath ( [email protected])

30th October 2015

BangaloreOne-Journey So Far

10 Years ( Launch Date April 2005)

Over 10 Crore Transactions ( Cumulative)

Over 10, 000 Crore Rupees worth Turnover( Cumulative)

95 Centre's

2 BangaloreOne on Wheels

1 Portal

103 Services

29 October 2015Presentation Topic Here 2

Current Volumes

Bangalore One

No of Transactions 22 Lakhs Per month

Turnover 200 Crore Rupees per month

29 October 2015

Presentation Topic Here 3

Awards and Recognitions

•CSI Nihilent e-Governance Award for service Orientation•CSI Nihilent e-Governance Award for sustainance• India Tech Excellence Award•The Manthan Award South Asia 2011•National Web Ratna Award 2009•Namma Bengaluru Awards-2013

29 October 2015


Characteristics of Traditional Service centers

• Services of Different departments available in different service centers

• Timings: Non flexible timings

• Working Days: Govt Holidays/Sundays

• Pay modes: Lack of choice of pay modes

• Comfort: Uncomfortable conditions

• Quality of service: Poor quality service without any SLA’s

• Enforcement of Jurisdiction: Citizens belonging to a particular sub-div/ward has to visit a particular office

Lack of citizen centricity29 October 2015


Salient features of BangaloreOne

• Services available on 8 AM to 8 PM on 365 days. Few B1 Centers work 24X7

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

• Jurisdiction free service:

• Choice of Pay modes: Cash/Cheque/DD/ Credit cards/Debit Cards

• Quality Service:

• Citizen Friendly ambience:

• Electronic Queue Management System:

• No service charges:

• Services through portal

OVERVIEW OF BANGALORE ONE

29 October 2015


Benefits to Citizens

– ONE STOP SERVICE- Saves cost and time

– Services from 8.00 AM to 8.00 PM on all 365 days-

Convenience

– Few Bangalore One Centers work 24 X 7

– Jurisdiction free services

– Citizens will have Choice of Pay modes

– Quick Service

– Citizen Friendly ambience:

– Electronic Queue Management System:

– No service charges :

– Services through internet:29 October 2015


Benefits to Departments

– No up front investment from departments

– “Pay as you use model” – Very economical

– Increase the Loyalty of the customers by delivering

services through B One and K One

– More accountability and transparency thereby increase

the revenue flow for Departments

– Save Resources

– Transaction Data will be secured

– Banking Partner to reduce the resources required for

accounting29 October 2015


Key Components of BangaloreOne• Software

• Trained Man power

• IT Hardware for Centre's

• Consumables

• Power Back Up

• Data Centre

• Connectivity

• Call Centre

• Tie up with Departments for offering Services

• Creation and Maintenance of citizen service centre's with required

Infra like safe, note counting machine/EDC Machine/Fake Note

Detector/ Surveillance camera

• Customer Relationship Management

• Portal for MIS Reports and also for Delivery of services (IPG)

• Banking Operations29 October 2015


Key Components

Software:

• Web Based Application

• Single Sign on

• IPR of the source code and Application is with

Government

• End to end Integration is key to success

• Integration with Departments for real time pull and push

of data is ideal. However various other models have

been adopted for quick roll out of services.

• Robust MIS for all stakeholders

• Integration with SMS server for pushing key information

to the users through SMS

• Authentication and Authorization of the application to

ensure that only genuine users have access to

29 October 2015


Key Components

Trained Manpower:

• Trained Manpower has been deployed in the project

• Strict SLA’s are built in to ensure the optimum number of Manpower based on the transaction volumes.

• Strict SLA’s are built in to ensure the timely login and log out

• Regular Trainings are key for success

29 October 2015


Key Components

IT Hardware:

• Responsibility of procurement and maintenance of IT Hardware of Centre's is with the PPP Partner.

• Strict Access policies have been implemented to ensure that the operators are allowed to access only the project application & not other sites .

• Security of Desktops is of utmost importance and this has been ensured by installation of patches, hot fixes, antivirus , anti malware

• Redundancy has been maintained for all equipments.29 October 2015


Key Components

Consumables:

• Consumables like Cartridges, Paper, Secured Stationery , Holograms , pre-printed receipts , etc have been maintained with enough stock.

• Any short fall in either quality or quantity will lead to poor quality service

29 October 2015


Key Components

Power Back Up:

• Through UPS of appropriate Back Up

• Generators have been deployed for bigger centre‘s

29 October 2015


Key Components

Data Centre:

• Application is hosted in PPP owned and managed Data Centre.

• 24 x 7 support at Data Centre

• All the resources at the Data Centre have redundancy

• Disaster Recovery Site has been set up

• Staging Environment has been set up by the PPP partner in their premises

29 October 2015


Key Components

Connectivity

• Internet Connectivity from 2 different ISP’s

BSNL & Reliance

• Appropriate Bandwidth has been obtained from both ISP’s and the bandwidth is being upgraded as and when required

29 October 2015


Connectivity

Bangalore One

Some 20 Centers are on Leased Line

Majority of centers on Broad Band

Some Centers have Offline Server for some centers

Portal Application( for public)

www.bangaloreone.gov.in

29 October 2015


Key components

Call Centre:

• 24 x7 support has been set up for internal users( Centre Staff)

• 24x 7 support for portal users for online transactions

29 October 2015


Key Components

Tie up with Departments for Offering Services:

• Participation from Government and Private

Organizations for offering services is key for the

success

• Agreements have been executed for offering services

• Applications are being submitted to department for UAT

• Departments role is key for software integration of

services

• Departments approval for payment of transaction

charges

• Departments approval for offering built up spaces for

setting up of centre's

• Departments acceptance for closure of co-located 29 October 2015


Key Components

Citizen Service Centre's:

• Centre's are well equipped with Safe for storing cash and other financial instruments, Fake note detectors, note counting machine

• Centre's have been provided with wash room facilities, drinking water

• Professional House Keeping

• Professional security

• Good ambience with waiting chairs, chairs for transacting the business with the staff, AC, EQMS etc

29 October 2015


Centers at work….

One Stop Non Stop Services

Center

Key Components

Portal:

• Role based MIS reports for all the stake holders like PPP Partner, Departments, Banker

• Viewing and Downloading of reports /data in the required format

• Entire operations of BangaloreOne is through Portal

• Citizens also use the portal for obtaining information as well for online services

• Integration with IPG and Net Banking Aggregator

29 October 2015


Key Components

Banking Operations:

• Banker has key role of collection of all financial instruments ( cash/cheques/DD) from centre's.

• Transfer of funds to all the participating Departments. ( Intra Bank/Inter Bank/PO)

• Providing IPG and Net Banking Aggregator

• Providing EDC for credit card and Debit Card Swiping

• Operator’s salary to the tune of Rs.4000/- per shift per counter per month

29 October 2015


29 October 2015


Implementation Strategy

• PPP Partnership between

– Private Partner – For Software and Operations

– Government( EDCS Directorate)

– Banking Partner – Banking Operations

29 October 2015


Implementation Model

• PPP Model

• BOOT Model

• Government Owned Private Company Operated(GOFO)

29 October 2015


Business ModelComponent Bangalore One

Bank Operators Salary @ Rs.4000 per shift per month

Bank gets 1 day Float

Bank IPG and EDC and gets MDR

Data Center PPP

IT Hardware PPP

Furnished Space for centers

GOK

Connectivity to centers PPP

Connectivity to Departments

PPP

29 October 2015


Business Model(Contd…)

29 October 2015


Component Bangalore One

Revenue Inflows Participating Departments( in few cases by citizens)

Revenue to PPP Partner Operators Salary + Transaction Charges

Services being offered ( Govt) Department Service

ESCOM’s Electricity Bill Payment

Water Boards/Corporations Water Bill Payment

UGD Tax Payment

Property Tax

Fee for New water connection

Change of ownership of water connection

Miscellaneous Services

BSNL Land Phone bill payment

Cell one Mobile Bill Payment

PUC Application for photo copy

Application for re-evaluation

Application for re-totalling

Bangalore University Fee for Distant education courses

KSRTC Ticket Booking

RTO RC Extract ( B- Extract)

DL Extract


Karnataka State Police Fee for vehicle stolen report

Fee for amplifier sound system permission

Collection fee for Police Verification

Regional Passport Office Online application for walk in applicants

Food and Civil Supplies Online application for ration cards

Printing of ration cards

Modification of applicants details

UIDAI Generation of e-Adhaar

Urban Development Authorities Payment of fee for various services

Karnataka Housing Board Payment of fee for Building Plan Approval

Bangalore Development Authority Payment of fee for Building Plan Approval

Corporations Birth and Death Certificates


Road Transport Corporations Sale of Bus Passes

e - Procurement collection of e- auction initial deposits

Office of Chief Electoral Officer Name inclusion/Deletion/

Modification/Transposition

Labour Welfare Board Collection of subscription fees for

registration

KSTDC Holiday Package Booking

Home Collection of fee for Attestation of

documents

Endowment Book Seva, Accommodation Booking,

Collection of donation

CRF Collection of Calamity Relief Fund

Bangalore Police Collection of Fine & Parking fine

collection

Revenue Department 32 Services

Services being offered ( Pvt)

Company Service

Airtel Mobile and Land phone Bill Payment

Vodafone Mobile Bill Payment

Exide Life Insurance Insurance Premium Payments

Namaste Media Services Sale of applications for Govt jobs and

Registration for job alerts

LAQSH Registration of Job

ATRIA Broad Band & Cable TV Bills

Flight Raja Domestic Flight Ticket Booking

Reliance Mobile Bill Payment

Tata Tele Services Land phone Bill Payment

Idea Mobile Bill Payment

Services being offered ( Pvt)

29 October 2015


Company Service

Tata Docomo Mobile Bill Payment

MTS Mobile Bill Payment

Challenges

• Highly Decentralized Systems of Participating Organizations

• Frequent changes in the Revenue Management Systems of Participating Organizations

• Getting built up spaces for setting up of new centers

• Decentralized Banking Operations( Heterogeneous Fund Transfer modalities)

• Getting new services

• Heterogeneous Business Processes of Participating Organizations( Due date/closure of accounts) 4

1

Innovations

• Partially Automated Reconciliation Module

• Automation of Banking Operations ( Cheques/DD)

• Centralized Fund Transfers

• Automation of SLA reports

• Fund Transfer Modality for Local Departments and State Level Departments

42

Scope for Replication

• Karnataka One itself is a replication of Bangalore One

• It is planned to replicate it to another 42 cities

• Web Based Application- Scalable

43

Sustainability

• GOK owns the IPR of software

• Application hosted will be hosted at State SDC

• All the Centers are at Government owned property

• Transaction based revenue model for Operations andSoftware Partner to ensure continuous effort

• Manageability of application is easy as web basedsolution is being used

• Dedicated Project Management Office

44

Scope for Improvement

• Feedback System

• Issue tracker and task management

• End to end integration

• Integrated System for monitoring waiting time

• Biometric System for attendance monitoring

• Technology upgrade from .NET 2.0 and SQL 2005 (4.0 and 2012)

• New Centers

• New Services

• Merger of Bangalore One with Karnataka One

• Creating repository of training materials @ K1 Portal

• Centralized management of remote Desktops45

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