Nemmadi Telecenter Project* - eGovReach

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October 310283 4654245 77847 695966 November 266161 3992415 84019 1080449 December 272456 4086840 95832 1279195 2008 January 387205 5808075 126095 1753440 February 181257 5718855 84645 1139267 March 438914 6583710 91933 1583064 April 359427 5391360 64293 917998 May 311302 4669530 182208 2668435 June 503097 7446455 316073 4630382 July 902669 13540035 309413 4461731 August 680330 10204950 179307 2541324 September 550530 8257950 174573 2402444 Total 7831867 120519475 4716494 38747648 16. Service users Feedback Mechanism The Nemmadi Project is governed by set of well defined Service Level Agreement (SLA) to ensure fool proof, timely and efficient services to citizens. As the services delivered from these Telecenters are very crucial for citizens especially for farmers, any delay or deviation from set pattern will create problems for everybody. Hence any feedback from citizen or official is given utmost priority to resolve the issue. Following are some of the SLAs. • Entering of Revenue Inspector/Village Accountant’s comments and generating office note within 2 days of RI handing over the document • Deployment of extra computer at Telecenter in case of more than 7500 transactions per machine in a quarter. • Machine Uptime of over 95% for computers for each taluka on a monthly basis. • Printer uptime of over 95% for each taluka on a monthly basis. • Operator attendance of 95%. An Operator will be marked half a day leave for coming more than 30 minutes late for more than 3 days in a month and marked absent if he come later than 2 hours late in a day. • At least 50% telecenter will successfully log in to State Date Center at any one time. • Each Tele center will login at least 75 times in a month with no week with less than 12 logins. • A Tele center should login at least 2 times in any period of three days i.e the maximum gap between any two logins should not exceed 58 hours after subtracting number of days during which Telecenter was allowed to be closed as per RFP condition. • Payment of user fees to GoK as per the procedure by 2 pm on the following working day. • Fulfillment of stating norms of the Telecenter Project. The Telecenter Agency has established a help desk which receives all the hardware and software problems. On line support team is based in Bangalore which will give on line support for This chapter is re-produced with permission from the book “Transforming Government – eGovernment Initiatives in India, Editors: R K Bagga and Piyush Gupta, Published by : The ICFAI University Press, 2009
software related issues. Each district has a district coordinator, one software support engineer and one hardware support engineer. All these issues will be supervised by an Area Manager who will support few districts. All the issues be it hardware or software will be tracked in Issue Tracker Software which also gives the status and problem resolution date on line. There are 3 methods by which the Nemmadi Operators can access the Helpdesk for reporting and registering complaints. • Email- Operators can send their complaint by email to helpdesk. • Telephone- Operators are provided with Mobile phones under CUG group so that they can make free calls to help desk. • Chat-There is a chat service running on the Jabber framework and all Operators have access to this chat service from the telecenters. When Operators report specific problems, either about the software installed or the hardware the operators are un turn given a ticket number. This is the number by which all future correspondence with the operators take place. The first level helpdesk will try to solve the problem for the operator immediately if it is through phone or else if it is a problem which cannot be resolved on line, then the ticket will be issued to the second level support team who are specialized for solving a specific type of problems. The second level team does the backend function to solve the issue and then sends the ticket to the lower level support tem to inform the operator. This support person calls up the Operator and confirms that the problem has been resolved from his side and asks for acknowledgement from the telecenter to close the issue. 17. Implementation Challenges The challenges/bottlenecks and their resolution were as following • Non availability of a citizen’s database for provision of the services- This was resolved by developing software that adopted the manual workflow system and did not require the government servants to spend much time on the computer. Also a citizen’s database was created on an incremental manner • Poor Connectivity between Village Tele centers and Data centre- This was resolved through using technologies like MSDE and MSMQ for local storage at the village tele centre and transmission to the Data centre on resumption of connectivity. • Requirement of a physical signature on the certificate – A physical signature would require the applicant to travel to the taluka office for collecting the certificate. This was mitigated through use of Digital Signature by the authorized officer. Such digitally signed electronic document is finally printed at the telecenter itself for delivery to the citizen. The signed hash of the electronic record is printed on the certificate as a 2D barcode. The authenticity of the document can be verified online. This chapter is re-produced with permission from the book “Transforming Government – eGovernment Initiatives in India, Editors: R K Bagga and Piyush Gupta, Published by : The ICFAI University Press, 2009
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