Professional Documents
Culture Documents
E Governance Co Operation Sparsh
E Governance Co Operation Sparsh
Co-Operation for
Government of Karnataka
1
Agenda
Company Overview
Requirement Understanding
Solution Overview
E-Governance-Case Study
Next Steps
2
Intelenet Snapshot
Ranked as the second largest BPO employer in India by Nasscom (Indian chamber of commerce of the
IT-ITeS industries)
Client base includes 50 blue chip companies in the UK, US, Australia and 40 India based MNCs
– BPO work includes Contact centre and customer management, order fulfilment, collections, retention, lead
– It offers multilingual (15 Indian languages – Hindi, Punjabi, Bengali, Marathi, Kannada, RSM Statutory Audit
Telugu, Malayalam and Tamil including English as an anchor language) capabilities Moore
Internal Auditors
Rowland
to clients
QAI COPC Audit
4
Global Delivery Centres
North America
• Fargo, ND
India
• Chesapeake, VA
• Campbellsville, KY • Manila, Philippines
3 Centres 1 Centre
• Guatemala
• Mumbai
1 Centre • Chennai
• Gurgaon
• Okhla
• Pune
• Kolkata
• Panama
• Ebene, Mauritius • Bangalore
• Chandigadh
1 Centre
1 Centre
23 Centres
Mumbai, India Chennai, India Pune, India Mauritius Fargo, USA Manila, Philippines
5
India Delivery Centres
6
Service Offerings
BFSI
Travel
Retail &
Manufacturing
IT &
Online Services
Media &
Entertainment
Telecom
8
Domestic Partnerships
BFSI
Retail &
Manufacturing
Telecom
Government &
Education
9
Our Understanding Of
Your Requirements
10
Objectives of this initiative
• Help the Government of Karnataka to become even more citizen friendly and
responsive by
– Providing citizens direct and easy access to relevant information pertaining to all
departments of the GoK – new initiatives, projects and services provided by these
departments
– Induce participation from citizens in governance by providing a centralized
“Suggestion Box” to capture feedback and suggestions on various services offered by
the Government.
• Approach and execution to encompass the current efforts already under way and
build on them
• Use technology to enable Good Governance and help the Government become
more responsive to the needs of citizens
12
Few existing e-Governance Initiatives with GoK
JANASPANDA BANGALORE
BHOOMI
NA ONE
· Taking governance to the · Fully Online System of · One-Stop-Shop for all G2C,
doorstep of people mutation of records G2B and B2C interactions".
· Applications/petitions to be · Foolproof methodologies- · Grid wise approach to
received in advance for Biometric authentication maximize the service
quick and on spot redressal provision areas
· Scanned Field Mutation
· Programme effectiveness records in each taluk · Easy access to a chain of
percolated till the taluk and computerized Integrated
· First in First in mutation
hobli levels Citizen Service Centers
process eliminating
(ICSC's)
favourism
13
Existing Initiatives and current delivery mechanisms-A SWOT
STRENGTHS WEAKNESSES
making 14
OPPORTUNITIES THREATS
What can we do to enhance current set-up
manner
Intranet with defined access to various stake holders across departments with
16
Agenda and Objectives
• The ideas presented hereon are intended only to get us started on the
brainstorming exercise and act as a pivot for discussions
17
Overview of the Proposed Solution
The proposed solution is modular and addresses two focus areas of Good
Governance
Both of the above will be done through a Facilitation Management Unit that will
18
Facilitation Management Unit - Approach and Execution
VOTER
JANASPAND
BHOOMI INFORMATI TRANSPORT BBMP BDA
ANA
ON
REPORTS
MODULE
INFORMATION SUGGESTION
Question DISSEMINATION BOX
UNIT Suggestion
or Query Citizens
Citizens GOVERNMENT OF KARNATAKA – FACILITATION MANAGEMENT UNIT 20
Roles and
Responsibilities
21
What we bring to the table
Ongoing Basis
23
Sparsh’s e-Governance
Capability
A Case Study
24
Citizen Relationship and
Grievance Management System
(CRGMS)
An
Overview
25
Citizen Relationship and Grievance Management System
• Process initiated on May 2007
• Team of 25 Customer Service Representatives dedicated to the process
• Servicing all grievances with respect to 209 Departments of Delhi Govt
• 24*7 Operating Window
• Monthly Call Volumes at 5000+
• Grievances registered on a monthly basis at 1500+
• Knowledge bank regularly updated with FAQs – current count at 16000+
• Grievances classified as priority and non priority with each department
• Follow up twice each day with all departments on all priority grievances
• Reminders to all departments sent by fax for grievances lodged the previous day
• Pending Grievances and Ageing Report sent to all Department Heads on a weekly
basis…all Department Heads can also access information online through the url
26
• Information Dissemination to be launched by Nov 2008
Home Grown Software Infrastructure
27
Process Description
• Grievance Management
• Grievances entered online by the agent
• Citizen issued a grievance no for future reference
• Departments action by designated officers addressing the issues
• Department heads govern the process for their own departments.
• Citizens reach the call center again for status on their issues. Current status of a
grievance is conveyed as reflected in the website
• Key highlights of the grievance management system – Top type of grievances, ageing,
prioritization (immediate action and general), classification basis priority and non
priority grievances
• Search Engine
• Question bank with 16000+ questions, FAQs and location details in the search engine
and is searched by the agent
• Updates to content responsibility of the department heads or designated officials and
is updated post workflow on the system. Relevant access is provided
• Key highlights of Search Engine - Filtered search, Top type of queries, easy navigation
and usage
• Technology
– Windows 2003/.NET technologies/Internet Hosting
28
Our Value Proposition
29
Sparsh Value Proposition
31
Suggested way forward
• Execute to plan
32
Transition Approach…..
Project
Tollgate
Tollgate
Tollgate
Tollgate
Tollgate
People Technology Process Sign Off
Process Steps
Management
Understand people
Gain complete
requirements in terms Understand baseline Building a detailed project
understanding of
of skill sets, capacity, requirements in terms of
performance on SLA, plan with milestones and
span of control etc. learning curve effect and communication plan
components,
Also understand the develop enabler process
redundancy, bandwidth
overall relationship requirements,CRM etc
model
BAU process
Transition workshop Technology Setup Hiring & TTT Go Live Process Owner
33
Stabilise & Grow
……Based on our Typical Transition Methodology
Build
Building
Transition
transparency
Strategies
35
Annexures
36
Snapshot of Statistical Report
37
Snapshot of Ageing Reports
38
Snapshot of Modify Info Log Report
39
Snapshot of Grievance Repots
40
Snapshot of DLR ( Daily Login Reports)
41
Snapshot of ARR (Agent Rank report)
42