Good Business Practices Using ICT by Rajnish Kumar

Good Business practices using

Information & Communications

Technology

Rajnish KumarProfessor IT

National Academy of Indian Railways, Vadodara

[email protected]

What we will discuss

• The way WORLD is moving

• ICT and Good business Practice

• Some examples

• How Government has used ICT

• How Railways has used ICT

• Some technologies that can assist, RFID, NFC, QR

Code, Cloud Computing, Social Media, Big Data etc.

http://www.wsj.com/articles/SB10001424053111903480904576512250915629460

Adapted from http://www.slideshare.net/jigserv/big-data-marketing-analytics-vijayanta-gupta-adobe-systems

ICT

• Information and Communication Technology

• The study of the technology used to handle information and aid communication

• Convergence of audio-visual and telephone networks with computer networks

What is best practice?

• Best practice means finding - and using - the best ways of working to achieve the business objectives.

• Comparing ways of working against those used by the market leaders.

Dell

1984 – Michael Dell founded DELL

First company to offer PC via mail order

BUILD TO ORDER

By 1993, it was in top five of the World

Then Dell started losing to COMPAQ

It opened ONLINE sales and

by 1999, DELL became no.1 worldwide

Also

http://www.businessweek.com/stories/2007-02-18/where-dell-went-wrong

http://www.scribd.com/doc/85872846/Dell-s-Path-to-a-Sustainable-Competitive-Advantage

Amazon

In the case of Amazon.com, using Web technology, a customer is able to enter a virtual bookstore from anywhere in the world to purchase any of 2.5 million different books.

Amazon’s meteoric rise is attributed to Jeff Bezos’ initial business plan, one that ignored short term benefits and focused on long term goals.

It didn’t expect to make a profit for the first five years or so.

 It is the world's largest online retailer

NEXTBUSBuses in certain parts of San Francisco have difficulty keeping up with the posted schedule, especially in rush hours.

Generally, buses are scheduled to arrive every 20 minutes,

but at times, passengers may have to wait 30 to 40 minutes.

The schedules become meaningless, and passengers are unhappy because they waste time.

http://www.nextbus.com/#!/sf-muni/F/F__IBCTRO/5650/5647

NextBusoperational model. (Source:nextbus.com/corporate/works/index.htm, 2008.)

SOME GOOD APPLICATIONS BY GOVERNMENT

Mission Mode Projects by GoI

A mission mode project (MMP) is an individual project within the National e-Governance Plan (NeGP) that focuses on one aspect of electronic governance, such as banking, land records or commercial taxes etc.

http://deity.gov.in/content/mission-mode-projects

Central MMPs State MMPs Integrated MMPs

•Banking•Central Excise & Customs•Income Tax (IT)•Insurance•MCA21•Passport•Immigration, Visa and Foreigners Registration& Tracking

•Pension•e-Office•Posts•UID

•Agriculture•Commercial Taxes•e−District•Employment Exchange•Land Records(NLRMP)•Municipalities•e-Panchayats•Police(CCTNS)•Road Transport•Treasuries Computerization•PDS•Education•Health

•CSC•e-Biz•e-Courts•e-Procurement•EDI For eTrade•National e-governance Service Delivery Gateway

•India Portal

E courthttp://ecourts.gov.in/

http://gujcourts.guj.nic.in/ccisweb/causelist.php

India Posthttp://www.indiapost.gov.in/

India Post

http://www.indiapost.gov.in/tracking.aspx

SMART CITY

http://indiansmartcities.in/site/index.aspx

Work is to be undertaken for smaller cities and towns with one lakh or more population under a new scheme named after former Prime Minister Atal Bihari Vajpayee - Atal Mission for Rejuvenation and Urban Transformation (AMRUT). Centre will spend Rs 50,000 crore for this scheme. 

http://smartcities.gov.in/writereaddata/What%20is%20Smart%20City.pdf

What is a SMART CITY?

http://www.digitalindia.gov.in/important-links

ICT IN INDIAN RAILWAYSe-Governance, m-Governance

CENTRE FOR RAILWAY INFORMATION SYSTEMS (CRIS)

• The Centre for Railway Information Systems (CRIS), an autonomous Society under the Ministry of Railways set up in 1986, plays the role of the Information Technology arm of the Indian Railways.

• CRIS develops and maintains the major information systems deployed in the Railways, e.g. passenger ticketing, freight and passenger train operations, management of train crews, and management of fixed and rolling railway assets.

– The progress of computerisation, during the year 2013-14, of the various Railway Projects undertaken by CRIS will be discussed

National Train Enquiry System (NTES) and Integrated Coaching Management System (ICMS)

These applications provide train running information and monitor the coaching stock and running of more than 8,500 passenger-carrying trains daily.

http://enquiry.indianrail.gov.in/ntes/

IR Portal with Retiring Room booking and Complaint Management System

• Almost 39,000 retiring room bookings are being made each month at 75 stations through the Internet and station counters, earning over Rs 1 crore monthly.

• Retiring Room Application is now running at 82 stations.

SMS Gateway

• More than 1.5 lakh SMSs are being sent daily to passengers to inform them about change in their reservation status.

• SMS alerts prior to chart preparation is sent once a day, in case of status change only, beginning from 5 days before the journey date

SMS 54959 & 139

http://www.indianrail.gov.in/139.html

http://www.indianrail.gov.in/n4nuts.html

Freight/Operations Applications..contd

• Control Office Application (COA) and Timetable Management System (Satsang)-About 5,00,000 arrival/ departure events of 14000 trains are recorded each day in 77 control offices through COA.

• Satsang assists in the preparation of train timetables to optimize running of trains.

Freight/Operations Applications..contd

Locomotive Management System (LMS for Diesel Locomotives) and SLAM (for Electric Locomotives) (Software for Locomotive Asset Management)

These applications, presently implemented at a few sheds, will ultimately manage the maintenance of over 10,000 locomotives

Coaching/Freight Maintenance Management System (CMM/FMM)

These applications, presently implemented at pilot locations, will manage the maintenance of 60,000 coaching vehicles and 2,50,000 wagons.

FOIS - https://www.fois.indianrail.gov.in/

Other Important Applications:

E-Procurement System (EPS) including e-Auction and Reverse Auction-

– Nearly 15,000 tenders are issued each month through this system.

– Till date, over 5.67 lakh tenders have been issued. 21,776 vendors are already enrolled.

– Scrap worth Rs 4,339.61 crore has been sold through the e-Auction sub-system so far.

Parcel Management System (PMS)-

Booking, delivery and tracking of parcels is possible through this system, presently covering Delhi – Howrah corridor. This system is being expanded to 200 stations in a phased manner.

Other Important Applications

I-PAS (Accounting Management System)-I-PAS is centralized Financial Management software, presently being implemented in phases in Zonal Railways and Production Units.

FOIS Data Warehouse-The Data Warehouse will enable analysis of data from FOIS to assist in strategic decision-making.

WISE (Workshop Management System)-This system is under implementation in Railway Workshops, to be implemented in 34 workshops.

Customer Satisfaction

• Biggest grievance of customers - ????

• What are the solutions?

IRCTChttp://www.ecatering.irctc.co.in/eCatering/

IRCTC – Cab/help

Cash on deliveryhttps://www.services.irctc.co.in/beta_htmls/book_my_train/template.html

Mobile apps for all platforms

Rs 40 will be charged for the delivery of each Sleeper Class ticket, Rs 60 will be charged for an AC class ticket.

SMS & USSD Based Ticket

Airtel Money

Mobitkt

BharatBPO

BSNL Prepaid

https://www.services.irctc.co.in/beta_images/sms_booking/sms_ussd.pdf

Alert– Destination Reached !!!

Railway Passengers can set destination alert on• 139 Railway Enquiry Service IVR• 139 Railway Enquiry service with assistance from customer service Executive• SMS 139 with one simple keyword

Steps for Activating Destination Alert on 139 IVR• Dial 139 from the Mobile you want you want to set Destination Alert• Choose your preferred language• Select option 7 from the IVR main menu• Press -2 for Destination Alert• Enter your 10 digit PNR number• Press 1 to confirm your PNR number

Wake up – Destination Reached !!!

Wake-up Alarm

Railway Passengers can set Wake-up Alarm on

• 139 Railway Enquiry Service IVR

• 139 Railway Enquiry Service with assistance from Customer Service Executive

Steps for Activating Wake- up Alarm on 139 IVR

• Dial 139 from the Mobile you want to set Wake-up Alarm

• Choose your preferred language

• Select option 7 from the IVR main menu

• Press -1 for wake-up Alarm

• Enter your 10 digit PNR number

• Press 1 to confirm your PNR Number

• Enter STD code on which you want Activate your wake-up Alarm or Press (*) to contact our customer care executive.

Some Third Party Apps

Problems

Network- Mobile internet connectivity

Cleaning of Coachhttp://cleanmycoach.com/?SelOption=home

Train enquiry- NTES

Old System of Complaint / feedback system in IR

http://customercare.indianrailways.gov.in/criscm/common/complaint_registration.seam

Portal for Complaints launched on 2-3-15http://www.coms.indianrailways.gov.in/criscm/common/complaint_registration.seam

Android App

Where are we behind?

• Internal systems• Common employee database• PF • Transfer postings• Internal communication – email etc.• Dissemination of information

Some Technological Aids

• RFID• NFC• QR Code• Social Media• Big Data and Analytics

RFID

• Radio-frequency identification (RFID) is the wireless non-contact use of radio-frequency electromagnetic fields to transfer data, for the purposes of automatically identifying and tracking tags attached to objects. 

RFID

https://www.youtube.com/watch?v=MAA9JpGraoU

https://www.youtube.com/watch?v=-s8phzMqpJ0

NFC

• Near field communication (NFC) is a set of standards for Smartphone and similar devices to establish radio communication with each other by touching them together or bringing them into proximity, usually no more than a few centimetres.

• List of applications of near field communication

NFC

https://www.youtube.com/watch?v=_64mAcOn444

QR Code

http://www.nacs.org/LinkClick.aspx?fileticket=D1FpVAvvJuo%3D&tabid=1426&mid=4802

The QR (Quick Response) Code is a two-dimensional (2-D) matrix code that belongs to a larger set of machine-readable codes, all of which are often referred to as barcodes, regardless of whether they are made up of bars, squares or other-shaped elements.

https://www.the-qrcode-generator.com/

https://www.youtube.com/watch?v=VEuX23iy2A4#t=72

Use of QR Code

Example of QR Code

BIG DATA and Analytics

http://www.marketingtechblog.com/what-is-analytics/

What is BIG DATA?

Big data is an all-encompassing term for any collection of data sets so large and complex that it becomes difficult to process using on-hand data management tools or traditional data processing applications.

According to computer giant IBM, 2.5 exabytes (1018bytes) - that's 2.5 billion gigabytes (GB) - of data was generated every day in 2012.

About 75% of data is unstructured, coming from sources such as text, voice and video.

Some examples of use of BIG DATA

• DETECT, PREVENT AND REMEDIATE FINANCIAL FRAUD.• CALCULATE RISK ON LARGE PORTFOLIOS.• EXECUTE HIGH-VALUE MARKETING CAMPAIGNS.• BIG DATA BENEFITS

Web Analytics and Intelligence Software Tools and Solutions Adapted from Information Technology for Management by Turban, Volonino & Wood, Wiley 2012

Social Media:For business – HOW?

Facebook bought Whatsapp for 19 billion dollars, and

Microsoft took over Nokia, one of the world’s largest mobile companies for just 7 billion dollars.

Location based Commerce

Potential for Railways

MOBILE

TRAI Statistics on Telephony

http://www.trai.gov.in/WriteReadData/PressRealease/Document/PR-34-TSD-Mar-12052015.pdf

Location Based Servicesl-commerce

The basic l-commerce services revolve around five key concepts:

1. Location. Determining the basic position of a person or a thing (e.g., bus, car, or boat) at any given time

2. Navigation. Plotting a route from one location to another

3. Tracking. Monitoring the movement of a person or a thing (e.g., a vehicle or package) along the route

4. Mapping. Creating digital maps of specific geographic locations

5. Timing. Determining the precise time at a specific location

Some websites to explore

• http://wonderfulengineering.com/30-innovative-products-you-did-not-know-exist-but-are-too-awesome-to-miss/

• http://www.pinterest.com/janaleanne/innovative-ideas-products/

• http://www.forbes.com/sites/mfonobongnsehe/2014/02/13/seven-innovative-products-from-africa-you-should-know/

• http://www.ideaconnection.com/new-inventions/

ICT Potential for IR

Complaints/Feedback

Radio tagging of Wagons, Coaches

NO TTE, auto checking of tickets

Apps for GPS based services

Endless possibilities

FROM : National Transport Development Policy Committee (NTDPC), Planning Commission now called NITI Aayog

(c) http://futuretechconference.com/wp-content/uploads/2014/02/bigstock-vector-background-of-the-icons-42364291.jpg

The future is here

Thank you