IT in Delhi Government
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IT in Delhi Government
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NeGP
The Government approved the National e-Governance Plan (NeGP), comprising 27 Mission Mode Projects and 10 Components on May 18 2006.
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Vision
Make all Government services accessible to the common man in his locality, through common service delivery outlets and ensure efficiency, transparency & reliability of such services at affordable costs to realise the basic needs of the common man
One of the goals of the Government to meet this vision is the need to cooperate, collaborate and integrate information across different departments in the Centre, States and Local Government.
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e- Governance Projects in Delhi Government E-Dastavej Indraprastha Bhulek …
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E-Dastavej
Delhi Online Registration Information System: E-Dasatavej system provides for registration of documents of property transactions with various security checks, on-line capturing & storing of photographs of buyers/sellers/witnesses, information of registration fee and maintenance of database & query system.
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Indraprastha Bhulekho Delhi Land Records Computerisation:
This system involves different sub-systems like Khatauni, mutation, Khasra-Girdavari, online query on land records etc.
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At Delhi Secretariat
File Monitoring System Letter Monitoring System Location Information System (LOCIS) Daily Appointment Programme E-Purti E-mail Grievance Monitoring System MLAs’ Works Monitoring System
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File Monitoring System
• Files received / dispatched • System allots a unique file number for
monitoring file movement.
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Letter Monitoring System
• IT System to keep track of letters received in a department
• Gives transparency to the process of movement of letters
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Location Information System (LOCIS)
Keeps track of all the personnel posted in Delhi Secretariat
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Daily Appointment Programme
• Software for entry and monitoring of daily appointments of the officers.
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E-Purti (Store Management Information
System) • Provides IT solution for management
of stores. • Departments are issued items online.• Provides for online submission of
demands to store and facility to ensure that bills are passed after items are received and entered in the computer.
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E-mail Grievance Monitoring System
• Monitors the grievances received through e-mail to Hon’ble Chief Minister of Delhi
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MLAs’ Works Monitoring System
• MLAs are responsible for different types of activities in their respective constituencies
• Software implemented in Chief Minister’s office to monitor the progress of the works initiated by the MLAs in their respective constituencies.
• All the entries are made online, sent over to the concerned department online
• Chief Minister can monitor the progress report online
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Transport Department Projects…o Registration of vehicleso Road tax collectiono Issue of permitso Enforcement of provision of Motor Vehicles
Act & Ruleso Vahan software - A state database of more
than 50 lakh vehicles. o Provide vehicle registration details
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Utility Mapping Project
o Objective: To create large scale digital maps of the city with utility network and related data to water, sewage, electricity, gas etc.
o Technology Used: • Global Positioning System (GPS)• Photogrammetry – Aerial Photographs in consecutive
pairs were used to form a 3D model• Geographic Information System (GIS)
o Area Covered: 1485 sq. km of Delhi on the scale of 1:1250.
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Pay & Accounts Office
o Implemented NIC developed PAO-2000 in all its offices.
o All DDOs are connected. – Pay bills, GPF, Other misc bills
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Tihar Prisons
o Prison Management System: • Centralised database • Recording & tracking of prisoners’
movements• Monitoring of action taken by courts on a
case• Preparation of administrative & statistical
reports
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Land Acquisition Management System (LAMS)
o Application for Land & Building department
o Computerised the land acquisition process• Record keeping• Notification• Schemes• Compensation • Court cases• Possession
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Prevention of Food Adulteration Departmento Lodging of complaints by citizens
regarding adulterated food sampleso Submission of online report by food
inspectorso Submission of online Public Analyst
reports etc
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Industry Department
o NIC software for• Firms & Society branch• Loan Branch • Land & Property Record branch
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Social Welfare Department
o More than 10 Financial Assistance schemes computerised
o Web based system of information on missing children
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Districts Computerisation
o NIC DLSC has connected and computerized all the 09 districts of Delhi
o Some of the applications computerized apart from E-Praman Patra, E-Dastavej & Indraprasth Bhulekh are : Swarn Jayanti Shahri Rojgar Yojana Marriage Registration Information System MIS on Parliament Questions Recovery Information System Prime Minister’s Rozgar Yojana Industrial Polluting Units Information System
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Sales Tax
o Registration of Firmso Filing and processing returno Details of taxes depositedo Issue and receipt of forms, etco Registered dealers can view their tax,
statutory form and other dealers’ particulars through department’s web site.
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Excise Department
o EMIS Application Software • Import Permit Generation• Printing of transport permit at bond level• Tax collection directly updated on
department’s server from 30 branches of SBI.
• Fresh/Renewal of various licenses through Single Window System
• Tax from Cinema halls, cable operators…
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Education Department
o Web based online system, having Database of• More than 50,000 employees• Around 1000 schools• Students enrolment• Inventory of furniture, etc in the school
o Personal Information System:• Appointments, transfer, posting & Relieving of
Employees• Post fixation based upon student enrolment
o Finance Module:• Sanction Generation & Expenditure Monitoring• Budget Monitoring for all schools• Speedy disposal of GPF
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Tender Notice Information Systemo Web Based System o Facilitated the publication of all tender
notices on the webo Free email notification for registered
Supplierso Details of contracts placed in Public
domain o Expenditure analysis for effective and
efficient procurement.
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e- procurement
o E-procurement utilizes the latest emerging IT tools for procuring through a better transparent manner and helps in accessing the information.
o E-Procurement may simply be defined as transferring purchasing skills into an electronic environment, using a common platform for procurement.
o E-Procurement is the purchasing of goods and services using a web based application software.
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e- procurement (Cont…)
o Vision: • To utilize the latest emerging IT tools for public
procurement of goods and services• To enhance transparency and efficiency in
procurement by using a unified platform for an end to end e-procurement solution in a secure manner
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Stake Holderso Departments of Govt. of NCT of Delhi
o Suppliers and Contractors in India who would be participating in public procurement by departments, Govt corporations
o Service Sector in Indiao PPP Partnero Citizens of NCT of Delhi.
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e- procurement (Cont…)
Objectives:• Enhance transparency (information about number of
tenderers, rate at which work is awarded, name of successful tender will be posted online)
• Increase in efficiency (to reduce time for finalization of tender)
• Cost savings through increase in competition, wider participation, e-auction and reduction in cost of advertisement.
• Creating a centralized database of work contractors, suppliers for effective control.
• Automating monotonous and routine activities.• Fair competition for supplier and contractors.• Automate work flow within the department.
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Expected Outcomeso Eliminate delays on account of manual processing o Standardizing the procedures.o Improve efficiency.o Effective control by monitoring the project.o MIS and database for speedy information.o Generation of timely reports.o Effective utilization of resources.o Reduction in cost overruns.o Timely completion of project.o Common prices for all departments for common items.o Bidders, suppliers will have ease in participationo Citizens will have freedom to see important project.
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Different modules
Accounting
E- Payment
MIS
E-auction
Centralized registration
Catalogue mgnt
Contract mgmt
E- tendering
Indent mgnt
Core platform
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o Suppliers registration module - Suppliers to register for doing business with Government
o Indent Management - Document for tenders prepared electronically, comments of creator and approver stored electronically.
o E-Tendering - Preparing std. terms and conditions, NIT, reception of bids, evaluation and award of work electronically.
Cont…
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o E-Auction - Facility of both reverse (buying) and forward (selling) auction.
o Catalogue Mgmt - Database of items giving description, rate, contractors name
o Contract Mgmt. - Start after the award of work till completion of work, monitors progress and payment (PWD…)
o E-Payment - Online transfer of funds-both inflows and outflows.
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E-Procurement as a service
o Supplier adoption service.o Training to government officials and
contractors (5000-6000 Govt. users and 15000 contractors/suppliers)
o Help Desk service (24X7)o Catalogue service.
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How to implement…
o In phased manner.o Few departments selected in pilot phase (six
months time frame)o Other departments and corporations to
implement after successful “go live’ (3 years time frame)
o Roll out plan for various departments and for various modules to be in place.
o Motto - Plan Big, Start Small, Scale Fast.
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Roles and Responsibilities of Government
o Constitution of various committees for implementation.o Evaluation of bids in response to RFP to select ASP.o Finalize agreement and SLA with ASP.o Finalize project implementation time schedules and
coordinate with participating departments and suppliers.o To provide data centre space.o To prepare a list of training of employees and suppliers.o To select a third party for conducting security audit twice a
year.o To implement procedural reforms and change mgmt.o To select an agency for issuing digital signatures.o To give due publicity to the project.o To take necessary approvals for timely completion of
project.
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Government Process Re-engineering
o Elimination of redundant or repeated task.
o Reform of core business process and cross functional process that impact significantly on cutting edge cycle time or cost.
o Standardization of most frequently used practices.
o Simplification of actions.
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To Be Processeso Development of centralized registration
system.o Computer Added Design
implementation.o Common coding system for items.
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Roles and Responsibilities of PPP partner…
E-Procurement System implemented on PPP basis. Service Provider to:• Appoint Project Manager, team of
programmers and system analyst for project planning and implementation
• Implement GPR.• Install and test e-Procurement application
adopting open and interoperable standards.
• Impart training to end users.
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Roles and Responsibilities of PPP partner (Cont…)
• Have a policy on security aspects and shall set up processes relating to digital signatures/PKI in conformity with IT Act.
• Install firewalls, NIDS, Antivirus and Anti spy ware.
• Maintain help desk on 24x7 basis.• Provide catalogues information having
details of price, product information, product specification of standard items/goods.
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Service Level Agreement (SLA)
o To monitor and measure the quality of services provided
o Operational requirements, acceptance and testing, certification, e-procurement solution maintenance and support, manpower deployment will be measured.
o Testing, Acceptance and Certification will be done by a third party so as to remove defects.
o Third party audit will be carried out at least twice in a year.
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New Indent Generation
Indent Approval
Cost Estimation
Indent Consolidation
Indent TenderIndent Tender Bidding Evaluation Bidding Evaluation
Tender Purchase
Bid Submission
Bid Modification
Pre-Qualification
Technical Evaluation
Commercial Evaluation
Award of Contract
Bidder ProcessBidder Process**
Tender Creation
Tender Approval
Tender Publishing
Corrigendum
Pre-Bid Meeting
Payment ofEMD
Request Request & &
SourceSource
BuyBuy&&
PayPay MonitorMonitor
Tender Management SystemTender Management System1. E-Tendering 1. E-Tendering
Placing of the P.O.
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Milestones Definition
Activity Planning
BOM
Progress Report
BOM Consumption
Planning M Book Inspection Monitoring Planning M Book Inspection Monitoring
Site InspectionReport
Inspection Approval
Contract Status Tracking
Delay Reporting
Vigilance Inspection
Contractor ProcessContractor Process**
E-Procurement Solution:E-Procurement Solution:2. Contract 2. Contract Management- WorksManagement- Works
RequestRequest&&
SourceSource
ContractContract ManagementManagement MonitorMonitor
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Approval by Officer / EE
Review by PAO
PAO Queries
Payment Approval Release of PaymentPayment Approval Release of Payment
Payment to Contractor
3. E-Payment3. E-Payment RequestRequest&&
SourceSource
BuyBuy & & PayPay
MonitorMonitor
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Obtaining Digital Certificate
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Salient Features of E-Procurement Salient Features of E-Procurement SolutionSolution
o End – to - End E-Procurement SolutionEnd – to - End E-Procurement Solution
• E-Tendering moduleE-Tendering module
• Auction module (forward & reverse)Auction module (forward & reverse)
• Rate contract purchase moduleRate contract purchase module
o Scalable to large volumes of DataScalable to large volumes of Data
o Configurable Solution: Enables the user to Configurable Solution: Enables the user to define the business rules and configure the define the business rules and configure the system as per requirements.system as per requirements.
o Supports privilege based user access & activity Supports privilege based user access & activity rolesroles
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o Form SelectionForm Selection: Enables the user to store the : Enables the user to store the forms in a library and call them as per the forms in a library and call them as per the requirement of the transaction.requirement of the transaction.
o Flexible WorkflowsFlexible Workflows: :
• Enables a user to configure the workflows at Enables a user to configure the workflows at Organisation level, Division level, User level & Tender Organisation level, Division level, User level & Tender levellevel
• Supports inter & intra organisation workflowsSupports inter & intra organisation workflows
• Workflows map the movement of files as it takes Workflows map the movement of files as it takes place in an Organisationplace in an Organisation
Salient Features of E-Procurement Salient Features of E-Procurement Solution (Cont…)Solution (Cont…)
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o Dashboard:Dashboard: enables a user to centrally monitor enables a user to centrally monitor all his tasks and the tasks pending with his sub-all his tasks and the tasks pending with his sub-ordinatesordinates
o Messaging:Messaging: An integrated many-to-many An integrated many-to-many messaging system is built-in that allows buyers messaging system is built-in that allows buyers to communicate between themselves & bidders to communicate between themselves & bidders andand bidders to communicate with the buyers bidders to communicate with the buyers
Salient Features of E-Procurement Salient Features of E-Procurement Solution (Cont…)Solution (Cont…)
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o Online pre-bid meetingOnline pre-bid meeting
o Audit ModuleAudit Module: :
• Privilege based accessPrivilege based access
• Captures the entire transaction trailCaptures the entire transaction trail
• Captures changes at field level and presents them in Captures changes at field level and presents them in
a tabular formata tabular format
Salient Features of E-Procurement Salient Features of E-Procurement Solution (Cont…)Solution (Cont…)
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New
Im
prov
ed
Imag
e
Real tim
e
Monitoring
Stream
lined
Procureme
nt Process
Process EfficiencyNew Supplier
Discovery
Cos
t Red
uction
Smart Governance &
Increased Profitability
Transparent systemTransparent systemIT friendly and IT friendly and innovative innovative ManagementManagement
Transparent systemTransparent systemIT friendly and IT friendly and innovative innovative ManagementManagement
Tight Monitonring Tight Monitonring Real Time informationReal Time informationImproved response timeImproved response timeImproved AccountabilityImproved Accountability
Tight Monitonring Tight Monitonring Real Time informationReal Time informationImproved response timeImproved response timeImproved AccountabilityImproved Accountability
Improved inventory mgmtImproved inventory mgmtDemand AggregationDemand AggregationReduced transaction costsReduced transaction costsElimination of Tender Elimination of Tender publishing costspublishing costsSavings on StationerySavings on Stationery
Improved inventory mgmtImproved inventory mgmtDemand AggregationDemand AggregationReduced transaction costsReduced transaction costsElimination of Tender Elimination of Tender publishing costspublishing costsSavings on StationerySavings on Stationery
Participation of Participation of larger no of larger no of supplierssuppliersDiscourages CartelDiscourages Cartel formationformation
Participation of Participation of larger no of larger no of supplierssuppliersDiscourages CartelDiscourages Cartel formationformation
Automated Work Automated Work flowsflowsAutomated status Automated status updateupdateEnforcement of Enforcement of Standard processStandard process
Automated Work Automated Work flowsflowsAutomated status Automated status updateupdateEnforcement of Enforcement of Standard processStandard process
Elimination of Elimination of non-value non-value added stepsadded steps
Elimination of Elimination of non-value non-value added stepsadded steps
Benefits to BuyersBenefits to Buyers
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e-Yojana
o Monitoring System for Plan Expenditure: • Implemented in Planning department • Monitors expenditure incurred on various
plan schemes by different departments • Web based Application – Linked with about
90 departments • Department’s benefit by availability of data
online
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e-Sahkarita
o Implemented in RCS office.o Improve interface with the people and bring
transparency in the working RCS officeo Registration of cooperative societieso System integrated with the department’s
website for real time information availability• Details of society• Membership details• Financial information of banks• Liquidation proceedings• Administrator Details• Audit, inspection/enquiry• Arbitration cases…
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e-COURTIS
o Web-based application system o Law & Judicial department monitors
all court cases being handled by various departments of Delhi Government
o All departments can enter/update their cases and is available over intranet/internet.
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District Courts
o Web-based software provides • Facility for filing cases• Recording daily proceeding • Preparation of Cause List• Copies of orders/judgments• Details of pending cases
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o Citizen Perspective• Apply Apply - No Reply (No response from
Government)• You get heard only if you approach the top• Most of the grievances get filed but nobody
reverts back• Non-availability of information on all government
services/schemes at one locationo Government Perspective
• there is no system to monitor how complaints are being closed.
• Information on the internet can be availed by only 8-10% of population
Aap Ki Sunwai
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Present - Grievance Management
o People submit their grievances to the Ministers/Officers by using one of the following mediums: • Letter/representation• Internet based grievance redressal system• Personal meeting during meeting hours
o There is no mechanism for monitoring the redressal of grievances except grievances with VIP references
o Internet based system has not been able to deliver the desired effect • no escalation mechanism • all departments are not covered
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Present – Information Dissemination to Citizens
o Through designated person handling the subject in the office
o By announcing various schemes in the media
o Through help-desk/reception in the department/agency
o By placing information in the form of simple FAQ on the website
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Initiatives Taken So Far
o In absence of a centralized system of handling requirement of information dissemination and grievance handing, departments started setting up their own call centers to cater to the needs of people.
o All the departments have different telephone numbers for their call centers… difficult to remember all the numbers
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Call Center Number
o One common number of short code 4 or 6-digit, for all departments
o Call charges to be paid by calling party
o The number be accessible from• All phones - land line, wireless and mobiles• From Delhi, NCR – as Local Call• From Across India – as STD Call
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Why a CRGMS and Call center
For Peopleo People have little knowledge of procedures /
rules / regulationso In big city like Delhi many times people are
not aware as to which office to approach and what is the department/agency location.
o To know the status of application / grievance filed and also get the action taken report.
o To get status of work being done by government agencies.
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GRIEVANCE REDRESSAL - MEDIUMS
o Grievances can be lodged using any medium • Paper based representation received
by any Government Representative, Department, Citizen Service Bureau
• Voice – Telephone - Landline/Fixed Wireless, Mobile Phone - GSM/CDMA
• IVR – Interactive Voice Response• Internet – Email/Form/WAP (with
photo)
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CITIZEN GRIEVANCE MANAGEMENT
Status of grievance/applications/
of Govt. Action Taken
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Grievance Number
Check Digit
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Unique Grievance Number
o The citizen should be able to follow-up the status of the Grievance using the unique acknowledgement number irrespective of • grievance being lodged by the CSB• Department or call center• nominated officials in online or offline mode.
o Implement this through an offline/online transaction identification check digit in the unique acknowledgement number or
o Internal synchronization/pointing to the new number generated when the grievances lodged offline are updated on the system.
o The system should enable the citizen to follow-up using the initial generated acknowledgment number.
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GRIEVANCE ALERT TO DEPARTMENT AND OFFICIAL - MEDIUMS
o Call Centre will alert / notify the Department/ Officials using• Inbox of the officials using the system• Voice – Telephone - Landline/Fixed
Wireless (in case of urgency)• SMS (in case of urgency)• Internet – Website/Email• Fax
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CRGMS & Call Centre – Department Access Mediumso Department can
• Update the action taken on a grievance• Information regarding new service• Reply regarding new clarification received from Call
Centre• Update the Daily department bulletin board service
o The above can be done via• Voice – Telephone • IVR – Interactive Voice Response (predefined
responses or leave message which gets transcribed later)
• Internet – CRGMS/Website/Email• SMS
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E- Governance Challenges
o Lack of IT Literacy and awareness regarding benefits of e- Governance
o Underutilization of existing ICT infrastructure
o Attitude of Government Departmentso Lack of coordination between Govt.
department and solution providero Lack of Infrastructure for sustaining e-
Gov Projects
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Thank you