CRM 360, Proposal For PrajaDarbaar for Govt of Telangana

Dated: 28th December 2023

Confidentiality information and Disclaimer:

“This communication in the form a business proposal, being circulated by “GreenLantern IT Solutions(P)ltd” (DigitalRuPay), is privileged and confidential, and is directed to and for
the exclusive use of addressee. Information contained in this proposal is an offer from DigitalRuPay, and is subjected to change without notice as a part of its business policy .No
part of this proposal may be reproduced or copied in any form or by any means (Graphic, Electronic or Mechanical) or reproduced on any disc, tape, perforated media or other
information devices etc., without the prior written permission. The addressee of this proposal may use its contents for their own business understanding, and for the use by its
holding corporations, subsidiaries, associates including consultants and employees. The “DigitalRuPay” logo is an integral part of the name and style of GreenLantern IT
Solutions(P)Ltd. The use of DigitalRuPay logo, In Whatever manner, without prior written consent will attract legal action”

#1-10-198, 1st Floor, ITPI Building, Beside Post Office, Begumpet, Hyderabad, Telangana – 500016.
Ph: +91-40-6788 9999/67774777 Email: info@digitalrupay.com| www.greenlanternit.com
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Dear Sir,

I am writing to you on behalf of Green Lantern IT Solutions to present our

commercial proposal for your Call Center related activities. With our
expertise and commitment to delivering innovative IT solutions, we are
confident in our ability to meet your unique business needs.

Thank you for considering Green Lantern IT Solutions as your trusted IT

partner. We look forward to the opportunity to work with you and
contribute to your success. Any clarification required, request
You to get in touch with the undersigned.

Imtiaz Sameer
✆: +919100922997
✉: David@greenlanternit.com

#1-10-198, 1st Floor, ITPI Building, Beside Post Office, Begumpet, Hyderabad, Telangana – 500016.
Ph: +91-40-6788 9999/67774777 Email: info@digitalrupay.com| www.greenlanternit.com
2|Page
Executive Summary
GreenLantern IT Solutions (P) Ltd with offices spread across major geographies, was
founded in 2016, with a vision to be a market leader in the domain of Web Application
development and Mobile App developments on native platforms. It provides turnkey and
customized solutions & services in various vertical’s including Internet Service providers.

Existing and global presence

• A more than 7+ years Company with complete focus on Software Product development
• Successfully handling more than one Million of cash Transactions per month through
mobile app platforms.

Scope of work
Background

The Government of Telangana under the hon’ble Chief minister Sri. Revanth Reddy has initiated
steps to address the grievances of Telangana people. A hallmark of the previous Congress
government, where the chief minister used to interact with the people and listen to their
grievances and solve them.

The Government of Telangana has revived “Praja Darbaar” wherein any citizen can directly
raise the issues that can be solved on the spot are resolved and others are directed to various
departments to attend and submit a report.

Proposal

We propose to join these efforts by the Govt of Telangana and undertake the Call Centers
related activities that can serve as a single hub for handling citizen inquiries, complaints, and
service requests. By streamlining communication channels, we ensure that citizens receive
prompt and accurate information and assistance.

Based on our experience in handling many processes, we are ready to provide a turnkey
solution that can be easily deployed and integrated into Praja Darbaar without requiring
significant customization or additional development.

Moreover, we have the option to incorporate relevant authorities and departments into the
Call Centers, enabling citizens to connect with their respective departments via a toll-free
number, providing the following advantages:

• Efficiency and Accessibility: Streamlined mobile app enhances citizen access,

accelerates complaint resolution, and fosters government responsiveness.

#1-10-198, 1st Floor, ITPI Building, Beside Post Office, Begumpet, Hyderabad, Telangana – 500016.
Ph: +91-40-6788 9999/67774777 Email: info@digitalrupay.com| www.greenlanternit.com
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 • Transparency and Accountability: Real-time tracking, push notifications, and data
segregation instill transparency, boosting accountability and public trust.

• User-Friendly Interface: Intuitive app design simplifies complaint submission, improving

user experience and promoting widespread citizen participation in governance.

• Data-Driven Decision-Making: Centralized database and analytics enable informed

decisions, enhancing policy-making based on citizen feedback and complaint trends.

Thus, the proposed solution can offer an integrated approach and help bridge gaps. The call
center and Mobile app can complement each other and provide the following benefits:

• Transparency
• Accessible and Convenient Support
• Cost-Effectiveness
• Scalability and Flexibility
• Enhanced Public trust and Government Image

Proposed Mobile App Flow for Citizen Enquiry/Grievance redressal

Mobile App:

• User Registration and Login:

o Users can create accounts using their mobile numbers or email IDs.
o Secure authentication methods, such as OTP (One-Time Password), should be
implemented.

• Complaint/Grievance Form:

o A user-friendly form that captures essential details like:

▪ Personal information of the complainant.

▪ Type and details of the complaint.
▪ Relevant documents/photos.
▪ Location details (Village, Mandal, Tehsil, etc).

• Department and Authority Selection:

o Users categorize their complaints by selecting relevant departments and

authorities.

#1-10-198, 1st Floor, ITPI Building, Beside Post Office, Begumpet, Hyderabad, Telangana – 500016.
Ph: +91-40-6788 9999/67774777 Email: info@digitalrupay.com| www.greenlanternit.com
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 • Real-time Tracking and Push Notifications:

o Users can track the status of their complaints in real-time through the app.
o Notify users about the progress and resolution of their complaints.

Proposed Call Flow for Citizen Enquiry/Grievance redressal

• Inbound Calls

o Handle incoming calls from citizens seeking assistance.

o Provide guidance on using the mobile app.
o Assist in filling out the complaint form if needed.

• Issue Triage:

o Classify and prioritize complaints based on urgency and severity.

• Escalation:

o Escalate critical issues to the Chief Minister's office or concerned authorities

promptly.

Citizen Toll Free Agent Form Filling

Proposed Data Entry Operator for Citizen Enquiry/Grievance redressal

• Data Entry

o Manually input complaint details into the database.

o Verify and ensure accuracy of entered information (Outbound Call)

• Document Upload:

o Upload relevant documents/photos submitted by users.

o Quality Control:

o Conduct periodic checks to ensure data integrity and consistency.

#1-10-198, 1st Floor, ITPI Building, Beside Post Office, Begumpet, Hyderabad, Telangana – 500016.
Ph: +91-40-6788 9999/67774777 Email: info@digitalrupay.com| www.greenlanternit.com
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 Mobile Data Upload to
Verify
App Entry DB
Operato
Proposed Data Segregation for rCitizen Enquiry/Grievance redressal

• Data Segregation Team:

o Departmental Segregation:

▪ Categorize complaints based on departments and authorities.

▪ Assign complaints to respective departments.

• Database Management:

o Ensure the database is well-organized and accessible to authorized personnel.

Proposed Backend System and Security measures for the system

o Centralized Database:

o Store all complaint data securely.

o Support efficient retrieval and updating of information.

o Integration with Government Systems:

o Facilitate seamless transfer of complaints to respective government departments.

o Analytics and Reporting:

o Generate reports on the types and frequency of complaints.

o Provide insights for policy improvements.

Proposed Security measures for the system

o Data Encryption:

o Implement end-to-end encryption to secure user data.

o Access Control:

o Restrict access to sensitive information to authorized personnel only.

#1-10-198, 1st Floor, ITPI Building, Beside Post Office, Begumpet, Hyderabad, Telangana – 500016.
Ph: +91-40-6788 9999/67774777 Email: info@digitalrupay.com| www.greenlanternit.com
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o Regular Security Audits:

o Conduct regular audits to identify and address potential security vulnerabilities.

The proposed process is highly personalized in nature and does not rush the caller with fast
tracked conversation. It ensures that the caller is given the confidence that there is a clear and
tangible benefit being provided by the Call Center is there to provide assistance.

We also create customized call flows, innovative and tailored dialer mechanisms needed for
each program of the Government of Telangana and the Hon’ Chief Minister’s initiates.

Solution Items & Financials

As part of the proposal, we offer to provide the following:

1) Technology Solution (Mobile App)

2) Telecom Services
3) Agent Manpower
4) Quality Auditors, Call Center Administration

The proposed charges are based on the number of Agents required and no additional costs for
any other items such as Technology Solution, Quality Auditors or other.

Per Agent per month cost: Rs. 27,000 + GST

Call Charges: Actuals, Reimbursed or Paid to BSNL directly
Operational Hours: 24x7
Work Hours: 8 hours shifts
No of Agents: 250 – 500 (based on call volume and approvals)

Technical Staff:

Sr. No. Profile Quantity Monthly Cost

1 Call Center Agents 15 78000
2 Data Entry Agents 15 150000
3 Data Segregators 10 140000

Requesting your favourable consideration towards our innovation and technology driven
solution. We wish all the good fortunes to Hon’ Chief Minister Sri. Revanth Reddy and the
citizens of Telangana.

General Terms and Conditions:

#1-10-198, 1st Floor, ITPI Building, Beside Post Office, Begumpet, Hyderabad, Telangana – 500016.
Ph: +91-40-6788 9999/67774777 Email: info@digitalrupay.com| www.greenlanternit.com
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 • Validity of this offer is 10 days for the date of this proposal
• Above mentioned charges in Indian Rupees
• 100% One Time Costs needs to be paid along with the purchase order.
• AMC charges needs to be paid Quarterly in advance
• Order shall be placed on “GreenLantern IT Solutions (P) Ltd”.
• All Commercials quoted in this proposal are exclusive of any in-Country and withholding taxes.
These will be applicable and payable by end user
• The contract will have a validity of minimum three years. In the event of cancellation of order
customer will have to give three months’ notice.
• GLITS shall not be responsible for any installation, Commissioning or maintenance of any
equipment or hardware unless supplied
• Any Change in tariffs/Regulation from Govt. of India would be applicable with immediate effect.
• Delivery of services would be 2 to 3 weeks after receipt of confirmation and otherdocuments
communicated.
• Year on Year there would be 10% Increment on Recurring cost
• Any Additional Development will be charged at ₹.1400/Hour
• One-time charges and recurring charges shall not be refunded if the contract is cancelled due to
any circumstances.

Thank You,

Imtiaz Sameer
✆: +919100922997
✉: David@greenlanternit.com

#1-10-198, 1st Floor, ITPI Building, Beside Post Office, Begumpet, Hyderabad, Telangana – 500016.
Ph: +91-40-6788 9999/67774777 Email: info@digitalrupay.com| www.greenlanternit.com
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