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Complaint Type & NatureComplaint Type & NatureComplaint Type & Nature

Rah

Rah

DECISIONS TO BE TAKENDECISIONS TO BE TAKENDECISIONS TO BE TAKENDECISIONS TO BE TAKENDECISIONS TO BE TAKENDECISIONS TO BE TAKENDECISIONS TO BE TAKENDECISIONS TO BE TAKENDECISIONS TO BE TAKENManagement Information System

for

e-GovernanceA Step Towards Citizen Satisfaction

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1

UTTARAKHAND JAL SANSTHAN

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VISIONVUttarakhand Jal Sansthan was facing lot of

difficulties in management and solving publicgrievances. Department uses public money, thereforeis answerable to Citizens. E-Governance is the bestsolution.s

With the help of NIC, department has developedweb-based Management Information System softwarewhich helps in good management and goodgovernance throughout the State.g

Several facilities have been given to the Citizenswhich help them to solve their day to day problemswith the department.w

Many information which are mandatory for the

department to disclose under RTI are now

automatically updated. 2

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SALIENT FEA TURES OF THE MIS

Web based software (http://ujs. uk.gov. in

) with

centralized database.

Connection sanction, demand & collection module

works as ofline in use and data are uploaded daily to

the centralized server.

Ofice wise user logins.

Role-wise permission to access various modules/sub

modules.

Sharing of data between various modules

Data can be maintained ofice-wise in all modules.

Ofice Hierarchy has been mapped to Location

hierarchy (District/Block/Pan ch aya t/village)
http://ujs.uk.gov.in/http://ujs.uk.gov.in/

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Honrable Chief Minister and Chief Secretary, Uttarakhand

Discussing MIS with Director, NIC Dehradun at capacity

building program

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MODULES COVERED

Good Citizen Governance Good office Management

*

*

*

*

*

*

Customer Relation ManagementSystem

Connection Sanction, Billing and

Demand Collection System

Water Quality Management

SystemContractor, Tender and Supplier

Information System

Scheme and Program Management

System

Resource Management

*

*

*

*

*

*

*

*

*

Personnel & Payroll InformationSystem

Pension system

Finance and Works Accounting

System

Material and Store ManagementSystem

Equipment Information System

Court cases monitoring System

Office Automation System

Decision Support System

Mailing System

5

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Customer Relations Management

Monitoring of the consumer/ citizen complaints

This component takes care of consumers/public grievances as well as

programme/schemes related queriesp

A centralized Compliant Redressal Centre (Shikayat Niwaran Kendra) at

Dehradun with toll free number 1800-180-4100 and complaint redressal cells ineach divisional office has been established in the entire state.e

Consumer can register its complaint at Shikayat Niwaran Kendra or directly in

the departmental website.t

Consumer is given a complaint number immediately, incase of telephonic calland confirmed through SMS, Incase of direct registration through website

complaint number is given through SMS.c

Now complaint is entered in CRM module, which will pass to concerning

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offices. 6

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Customer Relations Management

Officer/ Staff of Shikayat Niwaran Kendra passes the complaint to concerning

officers telephonically also.

It is mandatory for the field staff to communicate the status of complaint

redressal to Shikayat Niwaran Kendra time to time.

Incase of delay due to unavoidable reasons the status of action is communicated

to consumer through SMS.

When the complaint is attended it is confirmed from the consumer only then the

complaint is closed.

Incase of delay in action the complaint is passed to higher officers in a

prescribed time.

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Complaint Type & Nature

W A T E R Q U A L I T Y C O M P L A I N T S

W A T E R C O M P L A I N T S

S E W E R C O M P L A I N T S

B I L L C O M P L A I N T S

E M PL O Y E E C O M PL A I N T S

P U B L I C A W A R E N E S S

O T H E R C O M P L A I N T S

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8

Cont...

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Complaint RedressalMon

thComplaints (No.)

Not GettingWater

Pipe LineLeakages

Sewer Linechock

Contaminatedwater

Rectified

NotRectified

JAN 204 97 85 19 3 201 3

FEB 214 91 90 28 5 215 2

MAR 293 174 95 21 3 291 4

APR 327 201 67 27 32 326 5

MAY 372 299 37 24 12 370 7

JUN 514 377 66 46 25 516 5

JUL 468 356 52 25 35 470 3

AUG 543 406 57 36 44 544 2

Total 29352001

549226

1592933

4

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Rah

LEI-Je 12 . 2011 18:020 2

our complaint has

beenbooked and thecomplaintnumber is Cfo o14.

LM-UjS

t 12 r2011 18:07:56our complaint no.

CNOOOOI 4 has beenattended. If still having

problem pleasecall 1 800180 4100,or ot n

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DECISIONS TO BE TAKEN

Customer Relationship Management Module

Analysis and comparison between various types of complaints registered in

an office.

Analysis and comparison of complaints registered and disposed in average

completion time.

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New Connection, Demand & Collection System

It is very important part of good governance.

Citizens had maximum complaints about their connection sanction procedure, billing

system and revenue deposit.

Manual procedure results in lot of errors and malafide intentions.

Now connections procedure is simpler, time bound and single window.

Each consumer has electronic account with unique Id and bills are electronically

generated.

Department has increased the number of computerized collection centre and the depositis immediately posted.

Consumer can see his account details with previous history with the help of Unique Id.

Shortly department is going to start the online payment system.

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New Connection, Demand & Collection Module

Comparison of revenue collected in two cycle of billing in various heads.

Projected yearly revenue collection based on previous years figures.

Arrear lists based on any amount required

Form issued but not sanction.F

Total bill issued and paid in nos. and an amount collection centre wise.T

Nos. of consumer vs bills raised collection centre wise.N

Bill raised on meter reading, an average and flat reading (ND/ Domestic).B

Flashing of collection centre which has not raised bill timely.F

Comparison bar chart demand & revenue. 18

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Water Quality Management System

Responsibility of UJS is to provide potable water to the consumers.

Department has to monitor constantly the quality of water being supplied.

Continuously samples are collected and analysed in field as well as departmental labs.

Lab Reports are provided to concerned authority (AE/EE) at Division level to takefurther action based on test report.

Results are disclosed to every Citizen through departmental website.

Decision to be taken Comparison of number of samples received for a given time period for a office.

Comparison of test passed vs total number of test in a period.

Flashing of failed samples parameter wise.

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Contractor, Tender & Supplier Information

System

This component provides information base for the contractor and suppliers.

Contractor & supplier can submit their registration form through this module.

Tender notices & tender documents are available on departmental website.

Shortly department is going to shift on E-tendering

Decision to be takenNumber/Types of tenders floated by an office for a given time period.

Amount wise comparison of tender awarded to contractors for given time period fora office.

List of blacklisted contractor/ supplier.

Contract beyond time schedule.

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Scheme and Program Management System

Location details of scheme (Village/Habitation/Town/Ward wise)

Scheme Details

(Population and water demand, Pipeline, Reservoir, Staff, Population,

Handpump, Cattle, No. of house connections)

Functional, Physical, Production, Technical, Revenue details

Breakdown Details

Mapping of schemes with water sources and water quality.

Citizen can see status of scheme through departmental website.

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Scheme Management System ModuleNumber of schemes running at a location, comparison of scheme types for

particular month/ year.

Year-wise comparison of scheme status for particular.

Year-wise revenue generated from schemes.

Projected revenue generated for future year, based on data of previous

years.

Summary of Schemes Division wise in maintenance and handover based on

Single village, Multi village, Rural and Urban etc.

Summary of Chal-Khal, Hand Pump, Uttaranchal Koop, Infiltration well

etc.

Scheme handed over to Gram Sabha without SWAp and with SWAp. 23

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Scheme Management System Module Summary/ List of Pumping, Single Village and Multi-village schemes District,

Division wise.

No. of Scheme Non functioning, Partial functioning and Fully functioning.

No. of Scheme Non functioning and Partial functioning before 1 year, 2 year, and 3

year and more.

Scheme made Non functioning to Partial functioning, Partially functioning and

Fully functioning and Non functioning and Fully functioning and vise versa within

1 month, 2 month, 3 month and more.

Name of scheme changing a status in the month.

Scheme having electrical, mechanical and other breakdown between period in nos.

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Resource Management

This deals with the collection and monitoring of information related to

water resource

Locationwise, schemewise and typewise water source information is

collected

Water source discharge in various seasons are recorded.

Monitoring can be done based on various reports generated

Citizen can see status of source through departmental website.

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Resource Management ModuleR

Summary of various types of sources district/division wise based on

type/sub type.t

Comparison of discharge of various sources at a location (Block).

Projected discharge of source based on previous season (Winter/ Summer)

data.

Individual Source discharge graph.

Discharge reduction of source less than 0-10%, 11-20%, 21-30%, 3 1-40%,

41-50%, 51-60%, 61-70%, 71-80%, 81-90% and more than 90%.

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Personnel & Payroll Module

Employee data (Personal, Professional, Transfer,

Deputation, leave, payroll etc.) is maintained office

wise at various levels.

Monthly payroll generation along with Paybill heads

(Office wise, cadre wise and employee wise)

://Gov_ua.iliC_.ilalujsftundryf1apisl$trShmEmpIrfA.dhlrx?l?? 10 Mi[:rrisofl Into'nel xploreT x~

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_ _ j y p p p

General Meerut

Meerut

V

X

4100?!?

Select

CLOGE WIMDO X

Internet

SignatnreA Finger Imp DOB Cert Caste Cerf

E m p l o y e e D e t a i l s

CLOSE MMD O X

Employee Code

Employee Name

Father's /Mother's/Husband's Name

Date of Birth

egory (General/ Handicap/ Widow/ Death Dependent)

Gender

Blood Group

Home State

Sh. K.M.Gupta

13/5/1958

None

Male

0+

Uttar Pradesh

Meerut 3/9 /1 980

Sec. (Admin) 31970 15600-39100 110730447Cut on the head

Religion Hindu

Date of Retirement 31/5 /2018

Present Office CGM Office Present Grade Pay 7600Pension Type Government

PAN No. ABZPG6384R

Home Town

Date of First Joining in Dept

Present Designation

Present Basic Pay

Salary Slab

PF No.

Identification Mark

Permanent Address Present AddressService History Educational Detail Family Detail Nominee AII

UJS000010

Surendra Kumar Gupta

Fmpla ya Cader r F

Tof:a1 D A [Raal ..111.7Pay/P P/ CH 1411 -! % 1 1

nan - m. ra ng rnX11 - AII - 1411- r .a m1 .- AD - x 1 i T at al D ua a9-wla- Ln pI y . . Cad. Oaalc Pay D.P. I.I Con- n .y

r1 rr.L..- LI1.-~oc..far

H Vol LILU J 1 La1

25n4 0 5000 nn0 lnnn Il 500 0 250 0 9550 40250 0 5544 n3000 U 2UUU 1 +0 2UU 1USU 5'4UU 0 U U 1264u 211'_!-7 7 3853 0

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2500 0 2000 190 1000 0 400 0 0 0 6090 27994 7 3763 0

1697 ^nnn ^nnn 1 an n n4 C l n

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Personnel & Payroll Module

Comparison of expenditure in salary heads of an office between two given month or

given period.

Projected expenditure on salary of an office in next financial years based on

previous year data.

Total expenditure incurred on different salary heads of an office in a year.

Comparison between Expenses with revenue collection month wise and year wise

Information about absence of employee 15 days, 30 days and more than 30 days in

a year.

Flashing of Employees retiring within 6 month.

Flashing of due increment date

Ratio of approved post/ working strength office-wise each cadre/ post wise.

Citizens can also see the benefits given to any employee through departmental website.30

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Pension System

Pension is calculated along with other retirement benefits given to

the employees

All regular employees are entitled to pension as well as retirement

benefits like gratuity, GIS and leave encashment conditioned to

fulfillment of his duties during his service period

All employees sion is calculated at head office.

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Pension Information Module

Comparison of pension expenditure for given two months

Estimate of additional expenditure on pension in a future year based on

employee retirement in that year.

Total expenditure incurred on pension of the department in a year.

Flash pension contribution if not received 1 0th of the month Person wise/

Division wise.

Summary of Retired, Pension sanction & Remaining to sanction.

Retired employee can also see the status of his pension through

departmental web site.

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Finance & Works A cco un ting

The Finance and Works Accounting system deals with the Grants Receipt &distribution, Bill preparation & payments and Generation of Accounting

statements.

The bills preparation includes bills of departmental salary, purchase and issue of

material, maintenance of bankbook, journal ledgers, cheque issue register etc

Generation of account statements include calculation & preparation monthly

accounts like trail balance, bank reconciliation statements, etc. at the end of each

month

Other activities include preparation of balance sheet per year, monthly and

yearly income and expenditure abstracts, detailed scheme wise income and

expenditure of funds etc. Accounting statements are submitted to the regional

office at the end of each month as well as at each year-end

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Finance & Works Accounting Module

Summary of expenditure in various heads.

Projected expenditure in various heads based on previous years data.

Summary of Revenue generated by income heads for a given year.

Projected revenue for the department based on previous year figures.P

Projected Budget for next 10 year based on increase of each head 5% or

10%.1

Before 5 year Budget.

Account Head wise funds targeted by HO.

Summary of funds Targeted by HO vs achievement by office vs gaps meted

by HO.34

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Material & Store Management System

This system takes care of the purchase of materials, their procurement, issue of

materials for the store, return of rejected material, sale of scrap material, transfer

of material to other schemes as well as overall monitoring of the received,

issued and consumed materials throughout the execution of the scheme under

which the material was booked

The monitoring of the operations of store and utilization of materials is done at

the Head Office of UJS. This is done with the help of timely submission of

reports stating the utilization of material by the sub-division to division, division

to the circle, circle to zonal and zonal to head office

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Material & Store Management Module

Comparison of availability of materials in various stores in a given timeperiod.

Projected demand of a office store in future based on previous data.

Store balances and Cost of various items available in a various store.

History of Store verification with report of excess/short item.

List of Items with IS code and specification.

Item Group/ Item wise Order and Supply Chart.

Item Group/ Item wise Demand and Delivery Chart.

Funds availability in central store for particular demand.

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Equipment Information System

For maintenance all equipments and equipment related information.

The task of keeping a track of equipment utilization status, transfer ofequipments between schemes/officials/divisions

Equipments deployment information is handled by the Division/Sub-Division.

Such information is required while planning of schemes, so as to know from

which division the idle equipments can be imported to be utilized in the currentscheme s/program.

Decision to be taken Comparison of number of equipments of same type in various offices during

a particular given period.

Comparison of Idle vs. Engaged equipments for an office.

List of unserviceable equipments division-wise.

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Court Cases Monitoring System

Keeping track of all the finally decided as well as pending court cases againstUttarakhand Jal Sansthan

All the court cases, in which either the main or other opposite party is Jal

Sansthan, are maintained at the Head office.

This system captures the data of all open/pending/close cases in various courts.

Basic details like nature of case, court name, next hearing, status etc. are

recorded to facilitate legal cell at the HO to make suitable reply for all the

pending cases

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Court Case Monitoring Module

Comparison of total vs. disposal of various types of court case in given time

period.

Pendency of cases in various offices.P

Total disposed cases in given times period for an office.T

Information (flashing) of Hearing before 15 days.I

Hearing not happened 6 month, 1 year, 2 year or more.

Flashing of cases with decision contempt, personnel appearance.

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Ofice Automation System

Monitoring of information related to receipt and dispatch of letters/files withinthe oraganisation

Movement of file/ letters within the office

Decision to be taken Type-wise volume of letters received in an office, comparison with previous

month/ year data.

Type-wise volume of letters sent from an office, comparison with previous

month/ year data.

Blinking of urgent letter for all officers in an office if not disposed.

Information about Letter/ file pendingo Urgent - 1 day

o Normal - 5 days

o Temporary to permanent - 1 week

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Decision Support System

This extracts data from all the modules and analyzes it and presents it in a

informative manner so that higher officials can make business decisions more

easily and quickly

Information is presented graphically for various modules

DSS has been incorporated with each module to extract the decisions required at

proper time

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THANK YOU

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