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Way forward to SMART City
City of Pimpri Chinchwad
Maharashtra
Pimpri Chinchwad
New Delhi
Pune
Pimpri Chinchwad
Presentation by
Nilkanth Poman IT-Head, JNnURM Co-ordinator
Pimpri Chinchwad Municipal Corporation,
Pimpri-411018
Index
2 Physical infrastructure
1 About City of Pimpri Chinchwad
3 Special Projects Proposed by PCMC
4 Special Initiatives of PCMC
5 PCMC e Governance initiative
6 SARATHI Helpline
7 Awards and Achievements
About City of Pimpri Chinchwad
Established :- 1982
Area :- 177 sq. km.
Population :- 17.29 Lakhs (Census 2011)
Current Population :- Around 20 Lakhs (2 million)
Financial Budget (2015-16) :- Rs.3613 Cr.
Major Industrial Institutions :- Tata Motors, Bajaj Auto, Mercedes Benz,
Force Motors, Thermax, Finolex etc.
3
Major Revenue Sources
L.B.T :- 1000 Cr.
Property Tax :- 350 Cr.
Building Permissions :- 300 Cr.
Water Charges :- 54 Cr.
Other Sources :- 100 Cr
Total Revenue :- 1804 Cr.
4
Special Projects Implemented by PCMC
State’s longest (45 km) BRT road corridor.
9 flyovers and 3 grade separators
Out of 9 flyovers, one flyover is two storied
Auto Cluster and Science Park
29% Green Coverage
80% Sewerage Treatment with the help of 13 STP’s
8288 Dwelling Units constructed under BSUP project.
6720 Dwelling Units constructed under EWS project.
5
Special Projects Developed by PCMC
750 beds Super Specialty Hospital Other 8 Hospitals 3 Auditoriums 8 Swimming Pools 136 Primary Schools, 18 Secondary Schools 2 I.T.Is 3 Stadiums Polygrass Hockey Stadium of international standard 150 Gardens
120 km roads having width of 45 mtrs and above
6
Pimple Saudagar BRT Road
7
Nashik Phata 2 Storey Flyover
8
Nashik Phata 2 storey flyover during night
9
Chinchwad Grade Separator
10
Science Park
11
Auto Cluster
12
Akurdi STP
13
EWS Housing Scheme
14
Special Projects Proposed by PCMC
Planetarium
Balnagari
Riverfront Development
Model Ward
Ward Centre's
3 New Flyovers
Botanical Garden
15
Yashwantrao Chavan Memorial Hospital
16
Bhosari Auditorium
17
Special Initiatives of PCMC
SARATHI Helpline – Information dissemination and grievance
redressal system
Citizen’s Charter
Corporation’s Web Portal (www.pcmcindia.gov.in)
12 Online Services
Online Development Plan & Part plan / Zoning Certificate
Online Building Permission with Auto DCR System.
Sanitation Campaign
GRIHA – Green Building Rating System
18
Scope of Urban Governance
• Urban Infrastructure – Town Planning, Streets, Water Distribution, Sewers, Parks, Pools, Auditoriums, Libraries
• Utilities – Water, Solid Waste Disposal & Treatment, Sewage Disposal & Treatment
• Social Development – Birth & Death Registration, Public Health, Public Education, Social Welfare, Schemes for
Urban Poor
• Transportation – Public Transport
• Public Safety – Fire & Disaster Management
• Public Policy & Legislation
• Tax Collection
• Enterprise Management – Administration, Procurement, Project Management, Accounting & Finance, Grievance
Redressal
Urban Governance – Enterprise View
ERP for Urban Governance
Platform
Ente
rpris
e S
erv
ice B
us
Ente
rpris
e S
erv
ice B
us
SMS gateway
Built on open standards
using proven industrial
strength open source
software
•Open Standards
•Single Sign-on
•Bi-Lingual Unicode
Property Tax
Water tax
E-Tender
Birth and Death Certificate
Building Permission
Local Body Tax (LBT)
Grievance Management
RTI online
Marriage Registration
Health Card
File tracking
Sports facility booking
List of online services
Stakeholders
Local Body Tax Sky Sign & Industrial Licenses
Hawkers Management Building Permission
Personnel Management
Document & File Tracking
Secretariat Management
Legal Department
Election Department
Audit Department
Security Management
Vehicle Workshop Management
Property Tax Collection
Impact of IT Applications
e-Tendering
Year Tenders Total Tender Value Avg. Bid Cost Total
Savings
2008 - 09* 800 Rs. 350 Cr. 30%
2009 -10 956 Rs. 589 Cr. -27% Rs.159 Cr.
2010 - 11 1229 Rs. 313 Cr. -33% Rs. 103 Cr.
2011 - 12 2646 Rs. 819 Cr. -13% Rs.106 Cr.
2012 - 13 1840 Rs. 583 Cr. -25% RS.143 Cr.
2013 - 14 2082 Rs. 881 Cr. -26% Rs. 229 Cr.
2014 - 15 2203 Rs. 1038 Cr. -22% Rs. 228 Cr.
Impact of IT Applications
Smart I.T. Applications
Under NMMP Project various 40 modules
SARATHI
On line Services -12
E Tendering
Auto DCR
Citizen Facilitation Center ( CFC )
Part Plan/ Zone Certificate
Payment Gateway
SMS Gateway
Web Portal
GIS
Proposed Wi-Fi City
• Ideal for citizens who need patient assistance
• One window for all service requests
• Also equipped with Paypoint Terminals for
taxes/fees
• Currently 16 locations are working
• Aiming for 64 CFC’s under the project
‘one ward one CFC’
Citizen Facility Centers
• Pay Online for certificates
• Download digitally-signed PDFs
• Pay courier charges and we will mail you physical
certificates
• All our hospitals and nursing homes provided login facility
to directly enter primary information
Online Birth & Death Registry
• Whether you use SMS/Web/Email/Phone/Paper all
Grievances end up in the System
• Auto Escalation and Notification to Internal Staff
• Auto Updates to Citizens on Status of request
• All open Grievances escalated to the Commissioner at the
end of 30 days.
Multi-Channel Grievances Mgt
Grievances Dashboard
Pending Resolved
1st March 2013 to 31st March 2015
Sr. No. Channel of Complaints Receive
d Attended Pending
Resolution
%
1 Web portal 12491 12397 94 99.25 2 SMS 1810 1806 4 99.78 3 E-mail 237 237 0 100 4 Lokshahi Din 54 54 0 100
5 Centralised Grievance
System 1698 1693 5 99.71
6 Sarathi Helpline 25987 25498 489 98.11 TOTAL 42277 41685 592 98.59
• GIS based tracking of Garbage Bins & collection
Vehicles
– Check when your bin was last cleared and will be cleared
next
– See Photos of Cleared Bins
Solid Waste Management
Personnel & Payroll
• Roster (with 100 Bindu management)
• Recruitment
• Promotion, Increments & Demotion
• Suspension, Departmental Enquiry, Memo, Enquiry, Fines, Dismissal
• Transfer, Deputation, 5/12 year Regulations
• Attendance, Leaves, Overtime
• Training & Capacity Building
• Retirement
• Service Record, Confidential Record
Payroll - Satellite Modules
• ECS payments for Employees
• Integrated with Satellite Systems to ensure minimum data entry each month – Loans & Advances
– GPF/CPF & Loans against PF
– Group Insurance
– Society Memberships
– External Recoveries (Court Ordered – Bank/Potgi etc.)
– Audit Recoveries
– Home, Vehicle & Mobile Allotment
– Medical & Travel Reimbursements
• Integrated with Biometric Attendance
Financial Accounting
• Multi-Fund Accrual based Double-Entry Accounting
– For those who find Double Entry Accounting hard!
• Release of Department-wise budgets online
• Online Income & Expenditure and Trial Balance
• Bank Reconciliation
• Fund Flow & Cash Flow Management
• Online Payment Gateway Integration
• Integration Interfaces with all departments and functions
Integration Points – Web Services API
Financial Accounting
C2G Revenues
Property Tax,
Water Tax,
E-Procurement
Works, Purchases,
Services
User Charges & Fees
Licenses, Town Planning
B2G Taxes
Octroi CESS, LBT
• Works Management Dashboard
– Manages the complete value-chain of public works from Concept to
Completion
– Estimation Templates for easy estimation of roads, bridges, flyovers,
underground pipelines etc.
– Automatically generates tender specs, dockets and other
documentation
– Login Profiles for 3rd Party Project Management Consultants and
Quality Agencies
– Electronic recording of Measurement Books (eMB)
– Provides Quarterly Cash-Flow projections and other intelligent
Decision Support
Works Management
Road Construction -
Real Time Monitoring & Control
What is LiveWorks?
• Solution that provides Real time monitoring and control of
public works.
• Provides automation for the stages in work cycle
• Uses SCADA technology to automate the monitoring of the
activities.
• GIS system which provides geographical view while tracking
the work in progress.
• Intuitive system design empowers Engineers, Administrators,
Civil Contractors and Consultant by providing them access to
critical project information.
How it Works
LBT application for ULB’s
Built for PCMC now in use at 7 ULBs
Th
e D
ea
ler • Self Registration
• E-Challans
• E-Payments
• E-Returns
• Portfolio
• Account Management
• Purchase Register Add-On Application
LB
T D
ep
art
me
nt • Dealer Facilitation
• Online Workflows
• Digital Signatures
• Auto Escalation
• E-Assessments
• Intelligent Reports
• Dashboard
• Deemed Registrations
• Prospective Dealers Database
Th
e B
an
k T
ell
er • Online Receipts
• Daily Challans
• Collection Reports
• Integration into Core Banking Services
Conclusion
Digital Governance
– 40 e-Governance modules are being implemented under the e-Governance
project.
– 12 municipal services are provided online to the citizens.
– Municipal Corporation has developed a dynamic Web portal for citizen related
information and services.
– 99 citizen centric municipal services are made available through the Citizens
Facilitation Centre located at 16 locations in the city by using the e-
Governance platform.
– The city has proposed the “mGovernance” project for making available all
citizen centric services through mobile phones.
– The city has also proposed GIS based municipal governance (spatial planning)
project and paperless municipal administration (eOffice) project.
– The corporation is also proposing the WiFi services for the entire city.
46
Social Media Presence - Facebook
SARATHI
An Innovative Way of
Dissemination of Information
Background of the Initiative
• RTI Act
• Citizens Charter
• Service Delivery Act
Directives of Govt.
• Information not readily available, Not complete
• Difficult to get, Time consuming
• Variation in information, Costs involved
Difficulties faced by Citizens
• Information not organized • Officers spend lot of time in giving basic
information
• Repetitive task – Takes toll on time
Problems in Govt. Offices
SARATHI
Innovative Way of Dissemination of
Information Aim -
• To overcome communication barriers and
expeditiously provide complete and
standardized information to the citizens, to
access basic services of Municipal Corporation,
using modern tools of Information Technology
SARATHI – Process adopted
• Core Committee formed of all HODs
• Difficulties faced by citizens were identified
• Exercise undertaken from the perspective of Citizen –
Standardized Information prepared in the form of
FAQs
• Intensive exercise – Saturday meetings for 6 months
• Involvement of Civil society, IT professionals & NGOs
SARATHI – Process adopted
• The initiative was given the name ‘SARATHI’ which
means:
“one who guides towards the right path or one who
drives you through adversities to find the destination”
• SARATHI contains information about
– 32 Depts. of Municipal Corporation (Phase 1)
– 13 Depts. of Central & State Govt. (Phase 2)
– 03 new services like NA permission etc.. is added (Phase 3)
• Information through 847 FAQs on a single platform
FAQs about Basic Services
1. What is the process for getting Building Permission?
2. How is Property Tax calculated for my property?
3. Which documents are required for Water
Connection?
4. Where should I apply for new Drainage Connection?
FAQs about other Services & Facilities
1. Where can I get the application form for admission to
School under 25% quota of Right to Education Act?
2. Which Medical Shops in the city are open for 24 hours?
3. Where are the different Sports facilities of Municipal
Corporation? What are their timings and charges?
4. Which are the important Tourist places in & around the city?
FAQs about Services of other Govt Depts.
(Phase 2)
1. Which documents are required to obtain Caste
Certificate?
2. Where can I get the application form for new Ration
Card?
3. What is the process for Registration of a new house?
4. What is the process to obtain a new LPG connection?
Ways to Access SARATHI
1. Corporation Website
2. Book
3. Special Web link
4. Call Center (Helpline)
5. App for Mobile / Tablet / I – pad
6. PDF Book
7. E – Book
8. Information Kiosk
1. Corporation Website
2. Book
Copies of SARATHI Book
given to -
• Corporators
• HODs & Officers of
PCMC
• Supervisors of PCMC
• Media
• NGOs
• Civil Society Groups
3. Special Web link – www.pcmchelpline.in
4. Call Center (Helpline)
SARATHI Helpline - 8888006666
• Helpline from 7 am to 10 pm
• 12 operators working in 2
shifts
• Software based solution
• Recording of all calls
• Integrated with centralized
Grievance Redressal System
5. App for Mobile / Tablet / I - pad
Works on all mobile platforms
6. PDF Book
7. e - Book
SARATHI e-book live
• Information kiosk
• Installed at 8 places
• In-house development
of upgradable kiosk
application
• Courtesy by HDFC bank
SARATHI
Website
Web link
Book
E Book Book
App for
Mobile
Call
Center Kiosk
SARATHI was launched
on
15th Aug 2013
in
Marathi
English version
of
SARATHI was launched
on
26th January 2014
Hindi version
of
SARATHI was launched
on
26th January 2015
Awareness Drive
• Media briefings
• Meetings with NGOs
• Advertisement hoardings
• Bulk SMS to citizens
• Information Boards in Offices
• Advertisement in Theatres
Publicity • Massive drive is been conducted to spread information about SARATHI
helpline
‘SARATHI’ Hoardings ‘SARATHI’ SMS. ‘SARATHI’ News
Outcome
In last 20 months
(15th Aug 2013 – 30th Apr 2015)
a total of
4,18,991 citizens
have taken benefit of
SARATHI
Citizens benefitted
Sr.
No.
Mode of access Citizens
benefitted
1. Website & Web link 1,82,905
2. Call Center (Helpline) 89,695
3. PDF Book 86,277
4. E – Book 44,376
5. Mobile App 8,113
6. Book 7,625
7. TOTAL 4,18,991
Analysis of Web hits & Calls received
No. Period Web hits Calls Total Citizens
1. 15 Aug – 31 Aug 2013 10,036 3,000 13,036
2. Sept. 2013 10,454 4,318 14,772
3. Oct. 2013 9,826 4,782 14,608
4. Nov. 2013 8,692 4,281 12,973
5. Dec. 2013 9,950 5,139 15,089
6. Jan. 2014 12,126 6,136 18,262
7. Feb 2014 10687 5339 16,026
8 Mar 2014 8645 4250 12,895
9 APR 2014 6501 3320 9821
Analysis of Web hits & Calls received
No. Period Web hits Calls Total Citizens
10 May 2014 4495 2726 7221
11 June 2014 8671 4532 13203
12 July 2014 9889 5080 14969
13 Aug 2014 8956 4443 13399
14 Sept 2014 7842 4378 12220
15 Oct 2014 6131 3267 9398
16 Nov 2014 7520 4373 11893
17 Dec 2014 8066 3801 11867
18 Jan 2015 7613 3931 11544
19 Feb 2015 9013 3991 13004
20 Mar 2015 8657 4579 13236
21 Apr 2015 9165 4027 12755
Total for 609 days 1,82,905 89,695 2,72,600
Analysis of Calls received
Sr.
No.
Period Informatio
n Calls
Complaint
Calls
Total
Calls
1. 15th Aug 2013 to
30th Apr 2015
62,863
(58%)
26,832
(42%)
89,695
(100 %)
Average No. of users
Call per day 144
Hits per day 293
Grievance Redressal through Call Center
Sr.
No.
Department Complaint
s received
Complaint
s resolved
Resolution
of
Complaints
(%)
1. Water Supply 4736 4651 98.21
2. Electrical 4034 3994 99.01
3. Health 3376 3279 97.13
4. Civil Works 3196 3103 97.09
5. Drainage
(Sewerage) 3384 3296 97.40
6. Veterinary 2051 1961 95.61
7. Garden 1528 1503 98.36
8. Encroachment 1021 974 95.40
9. Traffic 498 492 98.80
10. Zonal Offices 897 864 96.32
11. Other Depts. (22) 1611 1538 95.47
12. Total 26832 26169 97.43
Complaints monitoring at SARATHI
Citizen Complaint by phone
Call Operator at SARATHI – Audio
File
Back end Operator enters
information to Grievance module
Sends complaint to corresponding
Dept officer with audio clip
Complaint attended & closed by
respective officer
SMS alert to citizen
SMS alert to citizen
Feedback from citizen by e-mail/call
Grievance Redressal
• Specialized Grievance Redressal System
• Multiple channels for lodging of Grievances
1. SARATHI Helpline
2. Web portal
3. SMS
4. Meet the Commissioner
5. Lokshahi Din
6. Centralised Grievance System
9. Grievance Redressal Grievance Report
1st March 2013 to 31st March 2015
Sr. No. Channel of Complaints Receive
d Attended Pending
Resolution
%
1 Web portal 12491 12397 94 99.25
2 SMS 1810 1806 4 99.78
3 E-mail 237 237 0 100
4 Lokshahi Din 54 54 0 100
5 Centralised Grievance
System 1698 1693 5 99.71
6 Sarathi Helpline 25987 25498 489 98.11
TOTAL 42277 41685 592 98.59
9. Grievance Redressal
Indian Express – 23rd Oct 2013
Benefits
• With SARATHI – Information is Just a Call / Click away
• With SARATHI – Grievance redressal is Just a Call away
• Investment – Only Rs. 31 Lakhs
• Development – In house by PCMC
Indian Express – 9th Jan. 2014
Way forward
Formation of Quality Monitoring Cell (QMC) is in process
SMS polling for basic services like Water Supply /
Sewage and Solid Waste is initiated
24/7 operation of helpline is been proposed
Percentage of Audited complaints to increase to 25%
Feedback study and updates in FAQ is continues process
Awards and achievement's • SARATHI has been selected as one of the 9 Best
Practices under Right to Information Act by DoPT, Govt.
of India
• Innovative use of IT in e governance Gold award
2012-13 by Govt. of Maharashtra
• SARATHI Received “SMART CITY 2014” Award at
New Delhi
• SARATHI Received “The Manthan e- Governance award 2014” at Pune
SARATHI Received First prize (`.10 lakh)
in RGPGA-2013 by Govt. of Maharashtra on 20 April 2015
Accolades
5/28/2015 89
National eGov Award “GOLD” 2011-12
SKOCH Award for eGovernance EDGE Award for e-Governance
Acknowledgement
“A customer is the most important visitor on our premises.
He is not dependent on us. We are dependent on him.
He is not an interruption in our work. He is the purpose of it.
He is not an outsider in our business. He is part of it.
We are not doing him a favor by serving him. He is doing us a favor by giving us an opportunity to do so.”
- Mahatma Gandhi