Government to citizen initiative

Title

Frontiers in service delivery through e-governance in 21st century – A case of Pimpri Chinchwad Municipal Corporation

Nomination for e World AWARDS 2011

(GOVERNMENT TO CITIZEN INITIATIVE)

NOMINATION FOR E-WORLD AWARDS 2011

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CONTENTS

LIST OF TABLES ............................................................................................................................ 4 1 BRIEF OVERVIEW ................................................................................................................... 5 2 DESCRIPTION OF SOLUTION ................................................................................................ 7

2.1 Software Specification of system ........................................................................................ 8 2.1.1 e-Procurement and Property & Water Revenue Management System ........................................ 8 2.1.2 Dashboard for works Management .............................................................................................. 8 2.1.3 Birth & Death and Grievance Management .................................................................................. 8 3 BENEFITS .............................................................................................................................. 10

3.1 Phase I e-Governance services ........................................................................................ 10 3.1.1 Building Permission Management .............................................................................................. 10 3.1.2 e-Procurement System ............................................................................................................... 11 3.1.3 Online Birth and Death Certificate .............................................................................................. 12 3.1.4 Property tax and water charges revenue management system ................................................. 13 3.1.5 Grievance Management System ................................................................................................ 13 3.1.6 Online Dashboard for works Management ................................................................................. 15 3.1.7 Solid Waste Management with vehicle tracking ......................................................................... 15

3.2 Phase II e-governance services ........................................................................................ 16 4 IMPACT AREAS ..................................................................................................................... 19

4.1 Improving Reach ............................................................................................................... 19

4.2 Cost Savings ..................................................................................................................... 19

4.3 Improving Customer Service ............................................................................................. 20 5 RELEVANCE TO INDUSTRY ................................................................................................ 23 6 CV(S) OF PRODUCERS ........................................................................................................ 26

6.1 Policy and Strategy: .......................................................................................................... 26

6.2 Project Management ......................................................................................................... 26

6.3 Project Design and Implementation .................................................................................. 28 7 SERVICE DELIVERED BY PROJECT .................................................................................. 30

7.1 Property & Water Revenue Management ......................................................................... 30


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7.2 e-Procurement .................................................................................................................. 30

7.3 Building Permission Management .................................................................................... 31

7.4 Dashboard for Works Management .................................................................................. 31

7.5 Grievance Management System ....................................................................................... 31

7.6 Solid Waste Management with Vehicle Tracking .............................................................. 32 8 PROJECT DIFFERENCIATION ............................................................................................. 33 9 ROLE OF IT TEAM ................................................................................................................. 34

9.1 Policy and Strategy ........................................................................................................... 34

9.2 Project Management ......................................................................................................... 34

9.3 Project Design and Development ..................................................................................... 34 10 PROJECT SUSTAINABILITY AND SCALABILITY .............................................................. 36


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LIST OF TABLES

Table 1: List of service/departments for Phase II of the e- Governance Project ........................................ 16 Table 2: e-Procurement Statistics ............................................................................................................... 20 Table 3 : Status of Complaints .................................................................................................................... 21 Table 4: Status of building permission system as on 24th August, 2010 ................................................... 21


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1 BRIEF OVERVIEW

Pimpri Chinchwad Municipal Corporation (PCMC), an Urban Local Body (ULB) was formed in 1982 and was primarily an Industrial Hub. However after 2001, there was a spurge in the residential sector and the population of 10.06 lakhs during 2001 started increasing at the rate of 11% to reach 16 lakhs in 2010. The city is strategically located at 160 kms from India’s financial center Mumbai and about 10 kms from one of the contry’s major IT hubs, Pune. Pimpri Chinchwad which developed as a supporting township for Pune, has now emerged as an alternative in its own right with strong auto and auto-ancillary industries at its core. The growth drivers of the city are slowly getting diversified and steadily shifting towards new clusters of Chakan, Hinjewadi, Talegaon and Talawade IT Park of Pune.

As a growing city and considering changing requirements of the city, it was envisaged that major changes will be required in operation and management of its services. The vision formulated during 2007 was aimed at ensuring the economic development of the city along with improving the quality of life of the citizens of Pimpri-Chinchwad. The important areas identified were, providing universal access of municipal services to the urban poor, improvement in the standard of education and providing an efficient civic administration.

To effectively realize this vision, PCMC has embarked on the development of an integrated e-Governance Program that will result in improved transparency, efficiency and will lead to building citizen centric governance. PCMC has not only proposed to deliver online services but has designed its initiative to reduce the citizen’s footfalls in Corporation’s offices.

PCMC is integrating and developing its entire operational system over e-Governance infrastructure. During the Phase I of the project the services were people interaction was substantial were targeted. During the phase II of the project which was initiated in January 2010, deals with bringing all internal operational activities of each individual department on e-Governance platform and interlinking all the existing services and department for efficient information sharing and control.

The phase I of the project has brought forth citizen centric services involving around eleven Corporation’s departments. Currently PCMC is delivering following services online to its citizens:

1. Property & Water Revenue Management 2. e-Procurement 3. Building Permission Management 4. Dashboard for Works Management 5. Grievances Management 6. Solid Waste Management with Vehicle Tracking 7. Online Birth and Death Certificate


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Besides these, a major service towards management of health of the citizens on e-Governance platform is due for its launch on 12th September, 2010 and is termed as Citizen’s Health Care Management System project.


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2 DESCRIPTION OF SOLUTION

The e- Governance solution designed to deliver services at Pimpri Chinchwad is as depicted below.

Figure 1: E-Governance Solution at PCMC

The solutions were designed on open source platform. The system architecture used for designing of the system is detailed in figure below.

Figure 2 : System Architecture

Citizen’s Health Care Mgmt.Backend – Doctor, Medicine and Lab test interfaceFront end – Physical CardE-Governance

Solution

Online Birth & Death CertificateBackend – DatabaseFront end – Online and

Computerized

Building Permission Mgmt..Backend – DatabaseFront end – Online Interface

Property and Water Revenue Mgmt.Backend – Computerized Bill generationFront end – Online interface and Computerised collecttion

e-Procurement Backend – Database and secured interfaceFront end – Online Interface

SWM with Vehicle trackingBackend – Database and interfaceFront end – Nil

ERP Solutions (32 deptt./services)

1

2

3

5

7

6

4

1 6Citizen’s Health Care Mgmt.Backend – Doctor, Medicine and Lab test interfaceFront end – Physical CardE-Governance

Solution

Online Birth & Death CertificateBackend – DatabaseFront end – Online and

Computerized

Building Permission Mgmt..Backend – DatabaseFront end – Online Interface

Property and Water Revenue Mgmt.Backend – Computerized Bill generationFront end – Online interface and Computerised collecttion

e-Procurement Backend – Database and secured interfaceFront end – Online Interface

SWM with Vehicle trackingBackend – Database and interfaceFront end – Nil

ERP Solutions (32 deptt./services)

1

2

3

5

7

6

4

1 6

Enterprise Service Bus




SMS gatewaySMS gateway


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2.1 Software Specification of system

2.1.1 e-Procurement and Property & Water Revenue Management System

Programming language : Java 1.6

Java Frame work : Wicket Framework 1.2

Reporting Tools : Jasper Reports, Birt Reports

ORM Framework : Hibernate 3

Database : PostgreSQL 8.1

Third Party Security Tool : Digital Signature

Third Party Payment Gateway : Bill Desk

Editors for Development : Eclipse 3.4, Auqa Data, PgAdmin

Web/Application Server : Apache Tomcat 6, Apache Geronimo 2.1

2.1.2 Dashboard for works Management


Java Frame work : JSF Framework 1.2

Reporting Tools : Birt Reports







2.1.3 Birth & Death and Grievance Management


Java Frame work : Wicket Framework 1.4


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Reporting Tools : Birt Reports








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3 BENEFITS

3.1 Phase I e-Governance services

The benefits derived for the citizens and the Corporation after implementation of the e-Governance services is detailed below. The details are broadly categorised as activity process before implementation of e-Governance platform, activity process after implementation of e-Governance platform and the benefits derived.

3.1.1 Building Permission Management

Activity Process before e- Governance platform

The process for getting the building permission was

1. The applicant has to purchase the physical form and provide design details as per the format.

2. The design was submitted in multiple copies at the department office.

3. The Building plan officer then scrutinise the design as per DC rules.

4. The applicant has to separately submit the NoC form for Fire, Water supply, Garden and Sewerage.

5. Building plan officer and other department officer related to NoC, visitS the site and approve the design and the NoC.

6. After submission of all NoC, the building plan approval is given by Building plan approval department.

Activity process after e- Governance platform

1. The applicant submits the forms online and attached the design.

2. The same format is received by building approval department and routed to all the departments for NoC.

3. The Auto DCR software checks the design for DC rules.

4. The officers visit the site for approval.


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5. All NoC’s for the application are approved online by different department and send to Building approvals department.

6. All changes in design required by applicant and status of approval is communicated online.

7. The final approval certificate and design has to be collected physically after the approval status is intimated through system.

Benefits Brief

This has helped remove the human error in the approval of design and has substantially reduced the time in scrutinising the design. Prior to the implementation of e-Governance platform the time required was min. 90 days but currently building permission for residential plan is approved in 30 days and for commercial plan its 45 days. Another improved service area is the improvement in communication during the approval process as any additional information required or corrections suggested are directly communicated to the applicant through online system and the applicant can also see its status of building plan approval through the system.

3.1.2 e-Procurement System


1. Department prepares the tender document and publishes tender advertisement in the newspaper.

2. The hard copies of the tender document were kept for sale at the sale counter.

3. The bidders had to visit the Corporation’s head office and pay cash to purchase the tender document.

4. After the allowed period of sale, a sealed box was kept in the department for collection of tender documents, earnest money (demand draft) and financial quote of the bidder.

5. After the last date of submission, the bidders submissions were evaluated for technical and financial capability.

6. The bidders were informed through letter about the evaluation and date of opening of financial quote.

7. The financial quote was opened in the presence of tender committee and the bidders on the appointed day.


1. Department prepares the tender document and publishes tender advertisement in the newspaper.


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2. The tender documents are uploaded on Corporation’s website www.pcmcindia.gov.in

3. Bidder has to do one time registration with the department for getting digital key for accessing the e-Procurement system.

4. Bidders submit the documents online as per technical and financial requirement of the tender.

5. Bidder pays tender cost and earnest money online through Credit card/Debit Card/Net banking.

6. Bidder submits its financial quote online.

7. The online submitted documents are evaluated and communicated online.

8. The financial quote is opened using the digital key of the tender committee.

9. The financial quote of the lowest bidders is available to all the bidders through the e-tendering system.

Benefits Brief

The record of tender fee and earnest money received is available instantantly. Bidders can choose which tender to participate after studying the tender condition. Since all the bidders are registered, communicating through mails for any change in date or information required is possible. Bidders need not have to physically drop its proposal and be present for tender opening. Human interface to change the financial quote after bidding or knowing the financial quote of competitors before tender opening is not possible.

3.1.3 Online Birth and Death Certificate


1. Applicant collects the form and submits it in the Corporations Hospital of his area along with the fee.

2. The hospital checks its record of Birth and Death.

3. The officer prepared the certificate by filling the certificate format.

4. Certificate then goes for final sign of the Medical Officer of Health.

5. Applicant then collects its certificate from the hospital.


1. Applicant fills the online format while applying for Birth or death certificate.

2. The system generates a code which is mailed and sms to the applicant immediately.


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3. With the code the applicant logs into the system and searched his birth or death certificate.

4. Applicant makes the payment online using debit card/credit card/net banking.

5. Certificate with digital signature is available for printing.

Benefits Brief

The time required for getting a birth or death certificate is 15 minutes compared to 15 days required in the older system. The new system improves the communication with the citizens in case his certificate is not available in the online system he can refer the issue through online grievance management system.

3.1.4 Property tax and water charges revenue management system


1. Corporation delivers the bills to the citizen.

2. Citizen carries the bill to the respective zone office for the payment of bill.

3. Citizen has to wait for its turn for the payment of the bill.

4. Citizen pays the cash at the counter and gets the receipt.


1. Corporation delivers the bills to each citizen.

2. Citizens accesses the property tax link at www.pcmcindia.gov.in

3. Citizens fill in their property tax no. for property bills or customer no. for water bill which is published on the bill.

4. Makes the bill payment and a receipt of bill payment is displayed.

Benefits Brief

The time required for payment of the bills is only 10 minutes. Corporation system generates report stating the no. of bills not paid and since the payments are routed directly in Corporation’s bank account audit trail for payment is maintained.

3.1.5 Grievance Management System


1. Citizens submit the written complaints to the respective department or at ward offices.


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2. The complaint is then received by the Head of the department who then directs it to the concerned officer.

3. The citizen had to follow-up with the concerned officer till the issue is resolved.


Two types of interfaces have been developed

Web based Interface

1. For registering the complaint through web, the citizen has to visit www.pcmcindia.gov.in and launch it’s complaint.

2. After recording of the complaint, the HOD of the department is intimated by the system.

3. Internally system generates daily pending complaint report.

4. The respective complaint is monitored by Citizen Facilitation Centre (CFC) officials.

5. The citizen can track the progress of it’s complain through the PCMC website using the complaint token (generated during the launch of complain).

6. The HOD’s have to send its response to CFC which in-turn communicate the same through mail/ phone to the citizen.

SMS based Interface

1. The citizen has to SMS its complaint to 9922501450.

2. After the recording of complaint, an SMS is send to citizen indicating the complaint ID.

3. At 4 p.m, the daily complaint report is submitted to the Commissioner, who reviews it and issues directives to respective department HOD’s the next day.

4. The citizens are kept updated about the action taken on the complaint through SMS from time to time. The system generates the reports date-wise, department wise, pending and attended complaints which are escalated to the higher officer automatically by the system if there is delay in addressing the complaint.

Benefits Brief

Tracking of complaints till an action is taken. Communicating the status of the complaint to the applicant.


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3.1.6 Online Dashboard for works Management


1. The vendor performs work on site.

2. Corporation’s engineer would verify the work on site and record the same in the Measurement Book (MB).

3. The file was then circulated to department’s HoD for the approvals of bills and any further decision.


1. The vendor performs work on site.

2. Corporation’s engineer would verify the work on site and update its progress through its system in the nearest site office.

3. The same data is accessed for taking decision regarding bill approvals and during project control activity.

Benefits Brief

The control over the progress of the work by the City Engineer is enhanced as he can access daily the work wise and officer wise project progress with information like deadline of project, how much time, what payment has been released, quantity of work done etc. Manpower saving in maintaining and sorting records for decision making during meetings or approvals or blacklisting of vendors. The time required for vendors billing is reduced as the approvals are directly checked on the basis of data reported on the system which is digitally signed by the officer.

3.1.7 Solid Waste Management with vehicle tracking


1. As per daily routine, vehicles were dispatched on the different route for collection of waste from the bins.

2. The sanitation officer depending upon the complaint of the citizens or random check would inspect if the waste has been collected or not.



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1. As per daily routine vehicles were dispatched on the different route for collection of waste from bins.

2. The vehicle tracking system monitors the route taken by the waste collection vehicles.

3. The no. of waste bins and the time of collection from waste bins by the vehicle is also monitored.

Benefits Brief

The officer’s time required in monitoring the actual waste collection on site is reduced. Cleaner city by assured service of waste collection and prevention of spread of communicable diseases. Improvement in work efficiency of ground staff since it knows that his work progress is being monitored.

3.2 Phase II e-governance services

The phase II of e-Goverance project deals with inter-linking the internal operations and external services of the Corporation. It involves developing software interface for remaining 32 departments so as to manage its internal operations and information sharing for efficient management. The project was initiated in January 2010 and is planned for Go live by May 2011.The departments selected are listed below.

Table 1: List of service/departments for Phase II of the e- Governance Project

Sr. No.

Software Packages (Department/Service wise)

1 Licenses (Sky Sign & Industrial Licenses) 2 Food Licenses Management 3 Solid Waste Management 4 Accounting System 5 Personnel Information System 6 Election Department 7 PCMC Services Portal 8 Sports Portal 9 Hospital Management System (IPD)

10 Stores Inventory Control System 11 Audit Department 12 Slum Billing & Management System 13 Basic Services to Urban Poor- Yojana 14 Municipal Secretary Management System 15 Octroi/Cess Management System 16 Town Planning Management System 17 IT Asset Management System 18 Security Management System 19 Vehicle Work Shop Management System

20 Central Drug Inventory Control Management System

21 Intranet 22 Land & Asset Management System


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23 Fire Brigade

24 Health Program Management/ Animal Husbandry

25 File Tracking System 26 Hawkers Management System 27 Electrical Department System 28 School Management 29 Legal Department 30 Public Library Management 31 Disaster Management 32 Public Auditorium Management

Scenario at the completion of Phase II

To appreciate the thought process in designing and implementation of the phase II of e- Governance Project an example of the accounting module being developed is described below.

Background:

The accounting system flows from the transaction for which budget provisions is done for the year. All departments have their own budget allocations and account department is the central clearance point. After incurring the expenditure bills are send for clearance in accounts department. The accounts department checks the budget provision and clears the bills. Similarly during collection, each department collects the revenue and later transfers the information and revenue collected to the central accounts department which in-turn is reflected in the Corporation’s account.

Issues:

1. Each Department has only broad estimate of the funds remaining for their work as per budget provision and often needs to be verified from the accounts department.

2. There is no control, if by mistake a department does excess expenditure than provision made in the budget.

3. Accounts do not have the daily collection and expenditure data at an instant for decision making while approving non-budgeted works.

System under Development:

1. Individual accounting interfaces are developed for each department which will be linked to the main system of accounts department.


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2. Each individual department accounting module will record the departments annual budget and the current status of expenditure incurred.

3. A system lock is applied when the department exceed its budget provision and such additional expenditure will not be allowed to be incurred by the system.

4. All financial transactions incurred in the individual department shall be directly updated in the database which will be extracted by accounts department for knowing the current financial status.

5. The department’s accounting module shall maintain record of its collection against the demand raised and the same shall be available to accounts department on a real time basis.

6. Since the departments offices are spread around the city, web based platform has been provided to each module.

Benefits derived

1. All department’s financial status and budgeted expenditure information is available to accounts department.

2. System applied control over expenditure.

3. Complete bill generation and clearance through online system.

Similarly for other services of PCMC, which requires inputs or approvals from other departments, will all be linked and the complete process of service delivery will be management from the new system. Such interconnected system will make possible better decision making due to available of authentic information.


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4 IMPACT AREAS

4.1 Improving Reach

The following e-Governance services have helped the Corporation to reach its citizens.

Property and Water Revenue Management: Availability of online transaction facility has made the tech savvy and the busy citizens to easily make the payment for their bills. Due to this facility the citizens can make their payments even if they are travelling or are not in the city. After its launch in 2009-10, 31 customers has paid their water bills worth Rs. 43,000 using this system. It is expected that over the period of time as the awareness of the payment facility is known, most of the citizens will prefer to use the online payment facility.

E-Procurement System: The very fact that PCMC has started receiving competitive bids for its tenders (Table 2: e-Procurement Statistics) has been the proof for increase in the reach to the bidder. Bidders from other cities have also started participating in the tenders.

4.2 Cost Savings

The following services has saved cost for both the citizens and Corporation

Property and Water Revenue Management: The prime cost saving area has been the savings in the manpower cost to manage the bill collection and recording. Since the collection of bills is routed in the Corporation’s account an accounting trail is maintained and daily checking of balances against bills generated helps in taking timely decision for recovery of charges. The impact on property tax collection has been substantial and is as represented below.

P roperty Tax C ollec tion 2010


Month R eceipt Amt C ons umers Month R eceipt Amt C ons umersApr‐10 27603787 3300 Apr‐09 15148096 2481

May‐10 40834721 5015 May‐09 27912418 2421J un‐10 161641297 28761 J un‐09 18946590 3052J ul‐10 188423159 26045 J ul‐09 22849607 3742`

41,85,02,964 63,121 ` 8,48,56,711 11,696



Month R eceipt Amt C ons umers Month R eceipt Amt C ons umersApr‐10 27603787 3300 Apr‐09 15148096 2481

May‐10 40834721 5015 May‐09 27912418 2421J un‐10 161641297 28761 J un‐09 18946590 3052J ul‐10 188423159 26045 J ul‐09 22849607 3742`

41,85,02,964 63,121 ` 8,48,56,711 11,696


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e-Procurement System: This system completely changed the internal and external management of the tendering process. The cost saving areas has been the reduction in manpower requirement for managing the tendering process, the time lost in resolving queries both regarding the tender and the allegation against the tendering practises followed. However, the greatest impact has been the competitive rates of the work that the organisation has received. The snap-shot of cost saving after its launch in 2009-10 is shown below.

Table 2: e-Procurement Statistics

Year Tenders Total Value Avg. Bid

2008-09* 800 350,00,00,000 30%

2009-10 956 589,60,68,685 -27%

2010-11 1063 191,52,41,597 -33%

Note: * 2010-11 figures are from April - July 2010.

Building Permission: Only highly qualified manpower was required for managing the scrutiny process of the design and any wrong judgement in approval resulted in litigation cases by the citizens. Moreover, the primary function of inspecting the un-authorised construction and inspection of ongoing construction as per the sanctioned norms was being affected due to over load of design checking. However with the introduction of Auto DCR the manpower required for storing and inspecting the design has been reduces and the work load on other department like water supply, sewerage and fire department for the sanction of NoC is also reduced.

4.3 Improving Customer Service

The following services has improved customer service

Grievances management system: No. of complaints and the type of service against which complaints are received is the most important indicator for the quality of service delivered to the citizens. In the old system there was no data to analyse the nature of complaints and the no. of complaints received according to the service. However with the implementation of the system, the service quality provided by the Corporation is analysed and it also assist in taking decision for budgetary allocation for the services. Since its launch in 2009-10, the following is the scenario of complaints for the period ending 7th December, 2009.


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Table 3 : Status of Complaints

Property and Water Revenue Management: The delay and hassle in commuting to the ward office for the payment of the bills has been reduced. In the old system if there was a mistake in the bill amount, such amount was first required to be corrected by visiting the office and later the corrected amount was paid at the office. This resulted in wastage of citizens time. In the online system, the citizen has the option to verify its bill and correct its bill, then pay the corrected amount and later launch a complaint in the web/sms based system and get the correction done in the PCMC database. This also helps PCMC, in receiving the bill payments of citizen on time.

e-Procurement system: The hassles involved in submission of the bids in physical form, the bidders argument that physical tender is not available for sale on the specified date at the sale counter, the shortage of tender document at the sale counter, allegations that sealed tender boxes are not kept for tender submission and the fear that tender boxes can be tampered for knowing the financial bid or allowing late submission for certain preferred bidders were a regular phenomenon in the old procurement system. However, the introduction of e-Procurement system has resolved all the above issues of the bidders and with the security certification of the system; the trust in the ways of Corporation’s operations has also increased.

Building Permission: There was a lot of back and forth information communication between the design examiner and the applicant regarding the design specification as per DC rules. The hassle has been resolved by the Auto DCR system as the system itself examines the design and reports the errors where the design is not as per the DC rules. Since the response for error is instantaneous the applicant can deploy its time in making the corrections. The statistics of the building permission system is shown below.

Table 4: Status of building permission system as on 24th August, 2010

Complaints Status 630Through e-mail 185Through C.F.C. Centers 112Through SMS 333

Attended complaints 605Complaints in process 25


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SR.NO JE NO IN

PROCESS REJECTED APPROVED OUTWARD TOTAL 1 JE1 17 6 6 1 30 2 JE2 11 11 9 0 31 3 JE3 8 4 7 1 20 4 JE4 5 1 1 7 5 JE5 7 11 5 3 26 6 JE6 33 16 19 4 72 7 JE7 26 59 36 9 130 8 JE8 3 2 7 5 17 9 JE9 26 6 10 3 45

10 JE10 13 1 4 2 20 11 JE11 0 3 1 0 4 12 JE12 17 10 6 2 35 13 JE13 9 2 3 0 14 14 JE14 8 13 1 3 25

TOTAL 183 145 114 34 476


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5 RELEVANCE TO INDUSTRY

For the government body to provide the service in an efficient ways is of prime significance since it derives its funds from the delivery of services. Also the change in the outlook over management of public services at all administrative level due to awareness has made it mandatory for PCMC to change its old inefficient operational system. Information Technology products has helped to change the work environment, by allocating the process driven and non-judgemental works to be taken care by the IT system and the decision oriented work to be taken care by deploying manpower. This allocation of efficiently utilising the resources has helped in improving the quality of life of the citizens and achieving the objective of good governance for Corporation.

With the awareness of right to information and introduction of service level benchmark, the accountability and transparency in operations of the government organisation has become all the more important. To sustain the quality of service, service delivery platform of e-governance solution has been very handy for achieving transparency in operations.

To substantiate our point, we present below the “Citizen’s Health Care Management System” (HCMS) which is due for launch on 12th September, 2010 at eight Corporations hospitals, which includes two multi specialty hospitals, six maternity & general hospitals in Pimpri Chinchwad area. The system also includes 16 dispensaries operated by Corporation. The project involved, development and the implementation of integrated solution by providing hardware and software components for the HCMS and will cover support services like registration counters, pathology, microbiology, cytology, radiology, pharmacy, stores and billing.

Process in the Old system

1. The patient visits the hospital and prepares the test paper.

2. Patient is then directed to the respective doctor as per the problem described by the patient.

3. Doctor examines the patient and suggests medicine.

4. During the subsequent visit, the patient has to prepare fresh case papers and the same process is repeated.

Issues in the Old system

1. Time lost in the preparation of test papers at each visits to the hospital.


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2. If the old test paper is lost by the patient, the same or other doctor has no medical history for previous treatment and it starts its diagnosis afresh.

3. There is no data about the communicable diseases patients/citizens, daily visit to the hospital.

4. If the patient had a long medical history, that information is never captured to improve medical service.

5. Since there is no inter-linking with other support service like medicine, stores and lab, the support service management sometimes fail to cater to the demand of the time.

Citizen’s Health Care Management System Process

1. During the patient’s first visit to any of the eight hospitals or sixteen dispensaries, the patient is issued a health card.

2. Once the patient is directed to the doctor, the patient’s login is available on doctor’s computer.

3. The doctor fills in patient’s diagnostic details, medicine, lab test details in the system.

4. While the patient goes to collect the medicine and take the lab test, the in-charge has the patient’s record displayed on his system and he certifies what has been provided to the patient and uploads the lab test result of the patient in the system.

5. The stores officer knows through his system the reduction in stock of the medicines and consumables in the hospital and accordingly plans to replenish the stocks in the hospital at its designated location.

6. During the subsequent visit of the patient, to whoever doctor the patient is directed, the medical history of the patient along with the name of the last doctor attended, medicine prescribed and lab test results is available.

Benefits Derived

1. Improvement in the diagnosis analysis.

2. Learning database for the doctors on training.

3. Consultation with other doctors on serious cases in case doctor is not available in Hospital or Country.

4. In case patient is referred to external doctors, a copy of his medical history can be provided on patient’s request.


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5. Data analysis on the age of patient and type of diseases patients/citizens are suffering acts as a decision point for taking preventive actions against communicable disease.

6. Legal action against doctor’s fault in diagnosis.


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6 CV(S) OF PRODUCERS

The team for the implementation of Phase I and Phase II of the e-Governance project is detailed below.

6.1 Policy and Strategy:

Name: Asheesh Sharma

Designation: Municipal Commissioner

Organisation: Pimpri Chinchwad Municipal Corporation

Qualification : M. Sc. – Public Policy and Mgmt (London School of Economics and Political Science, UK)

B. Tech (IIT Delhi)

Experience: 2 years as Municipal Commissioner, Pimpri Chinchwad

8 months as Commissioner, Animal Husbandry, Govt. of Maharashtra (GoM)

2 years as Private Secretary to Union Minister for Non-Conventional Energy Sources

2 years as Collector and District Magistrate in Washim and Osmanabad District (GoM)

1.5 years as Sub-Divisional Magistrate at Karad (GoM)

Contact No.: 02027426331

e-mail: [email protected]

6.2 Project Management

Name: Nilkanth Poman

Designation: Computer Officer


Qualification: Masters in Computer Management

Advanced Diploma in Computer Application

Advanced Diploma in Computer System Software Application


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Experience: 15 years as Computer Officer (IT Head) at PCMC

5 years as Computer Instructor at Shivaji Preparatory Military School

2 years as Service Engineer in Nelco

Contact No.: 09922501908


Core technical team for project Management

Name: Vijay Borude

Designation: System Analyst


Qualification: B.E (Computer Science and Engineering)

Experience: 12 years at PCMC as System Analyst

Contact No.: 09922501200


Name: Anita Kotalwar



Qualification: B.E Computer Science

Experience: 13 years as System Analyst at PCMC

3 years as Control Assistant at Maharashtra State Board

2 years as lecturer in IT deptt. at HGGS

Contact No.: 09922501408



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Name: Sridhar Pawar


Organisation: Pimpri Chinchwad Municipal Corporation (PCMC)

Qualification: Diploma in computer Application

Experience: 20 years as System Analyst at PCMC

Contact No.: 09922501199

6.3 Project Design and Implementation

Name: Jitendra Joshi

Designation: Director

Organisation: Probity Soft Pvt. Ltd.

Contact No.: 09970011308


Name: Kumar Majethia

Designation: Director

Organisation: Probity Soft Pvt. Ltd.

Contact No.: 09096052517



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7 SERVICE DELIVERED BY PROJECT

The services delivered by the project is as detailed below. The application snap shot is enclosed in the compact disk.

7.1 Property & Water Revenue Management

The services delivered by the system are

1. Citizens can view their bills online.

2. Web based access for the payment of Property tax and Water bills.

3. Easy Property Registration for tax assessment.

4. Provisional Tax and Notice generation.

5. Property Tax Assessment.

6. Collection received against bills is directly credited in bank account.

7. System automatically updates the bill amount paid.

8. Reports available for the paid and unpaid bills along with the pending and received amount.

7.2 e-Procurement


1. All the Departments publish their tenders online.

2. Bidders can view/download tenders online.

3. Bidders pay SD/EMD fees online.

4. Bidders bid online using digital signatures.

5. Tender-Committee can be defined per tender.

6. Tenders can only be opened by the tender committee using digital signatures online.

7. Generation of comparative statement as well as identification of L1.

8. Bidding Capacity and Tender limits are configurable with the Rate Contracts.


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9. Facility to define multiple manufacturers for single item and bidders can bid for multiple manufacturers for single item.

10. Lowest financial bids (L1/L2) are published online to all bidders.

7.3 Building Permission Management


1. The AutoDCR system reads the drawing and extracts the geometrical information of layouts and building plans.

2. Single Window to get All N.O.C. The application is integrated internally with all departments.

3. Integrated with digital signature key – The applicant signs the application digitally and then it is encrypted.

4. Final detailed rules verification report is produced, indicating Passed/Failed status for each rule.

5. Permission status is available online to the applicant.

6. Escalation of Alerts on unnecessary delays.

7.4 Dashboard for Works Management


1. Every work has unique identification number generated by the system which is used for all modification and scrutiny.

2. Budget is loaded in the system as source of the works information.

3. At every stage the person who is in charge of that work needs to update its status.

4. It is linked to e-tendering application.

5. The work flows through various stages of approval.

6. Once it is approved and work order is issued it can be commenced.

7. Work in progress can be tracked for its completion, bills raised, payments made and funds allocation.

7.5 Grievance Management System



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1. Web/sms based complaint launch.

2. Tracking of complaint status through token.

3. System generated alerts to concerned officer for pending complaints.

4. Alerts through sms/mail for update on complaints.

5. Alerts to higher level officer for delay in complaint resolution.

6. Daily status of addressed and pending complaints along with no. of days of pending available.

7.6 Solid Waste Management with Vehicle Tracking


1. Bin wise service efficiency report

2. Route deviation specific alerts via SMS/email

3. Tracking of Vehicle being dispatched.

4. Tracking of no. of waste bins collected by vehicle.

5. Tracking of unloading at waste at land fill site

6. Vehicle stoppage time in various locations and breakdown.


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8 PROJECT DIFFERENCIATION

The prime area of differentiation has been the approach adopted for service delivery. The differentiation achieved is broadly classified as

License Vs Open source: While the products like e-procurement developed by Government of Maharashtra (IT department) which charges bidder for every tender participation (licensed product), we have developed all solution on open source platform.

Operation and Maintenance: All the e-Governance products developed by the Corporation are operated and managed by the regular corporation’s staff. An intensive training programme was undertaken for the selected officials of the department in the operation of the systems.

Regarding the maintenance of the system, special IT expert designations have been created and from the staff of the Corporation, qualified employees have been appointed. The IT experts are currently undergoing training for C-DAC’s advance software development course. Each IT officer is completely responsible for maintaining and modifying the software as per the requirement. Moreover, the contract signed by the software developer is for a period 5 years, which include the provision of training the Corporation’s officers in the operation and maintenance of the software. With such a forward looking strategy, Corporation has substantially reduced the future O&M cost of the system.

Approach of service delivery: While the other Corporations like Baroda Municipal Corporation who purchased licensed copy of for double entry accounting system and Nashik Municipal Corporation have implemented e-Procurement, dashboard for works management solutions, the approach adopted is discrete and concentrates on limited areas. The targeted citizens and services are limited. While PCMC has taken a holistic approach, were the complete database in digitised, all operational transactions are available on web based system, interlinking with the other department software for data sourcing and intelligent reports generation as per the requirements of the senior officers. This approach increases the access to authentic information which enhances the decision making capability of each and every staff. This in-turn will equip the staff to deliver the service efficiently.


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9 ROLE OF IT TEAM

9.1 Policy and Strategy

The roles played by the Municipal Commissioner in the successful implementation of the project are

1. The concept development on how a service needs to be delivered.

2. The identification of services for e-governance delivery mechanism which will improve service quality.

3. Creation of team structure and allocation of responsibility.

4. Making budgetary provision for funds required.

9.2 Project Management

The roles played by the Computer Officer and his team in the successful implementation of the project is

1. Identification of detail activities for implementation.

2. Identification of experienced staff for monitoring and quality control of the project.

3. Identification of qualified and experienced project implementation team.

4. Preparation of project implementation plan.

5. Identification of tech savvy staff from each department for training on project development and maintenance.

6. Procurement of Hardware for the system.

9.3 Project Design and Development

The roles played by Probity Soft Pvt. Ltd and his team in the successful implementation of the project is

1. Identification of system requirements through discussions with the department.

2. Setting-up of the coding and testing team for different application.

3. Designing system application test models and interfaces for approvals.

4. Suggesting the hardware requirement for the system being developed.


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5. Development of application based on the technical requirements specified by the project management team.


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10 PROJECT SUSTAINABILITY AND SCALABILITY

The project sustainability and scalability rest on the following parameters.

Cost of Operation: The system is developed on open source platform and there is no license fee charged on transaction. The expenditure for using the payment gateways for property tax and water charges bills is charged directly to the users. The technical manpower required for troubleshooting the system issues are currently provided by the developer and during the contact period the Corporations staff are being trained to maintain the system. In the long run the system operation and maintenance shall be completely managed by in-house experts. The fee charged for providing the service online and the cost saving through the e-Procurement system will balance the cost of operation of the system.

Capacity to provide service: As the no. of service users increases the system needs to be augmented to cater to the demand. Such augmentation shall be required in both system hardware and software. Since the Corporations have its own IT budget and its staff is being trained to completely manage the system operation and maintenance, the project can be scaled to meet its futuristic requirement.

Capacity to maintain and modify as per change in requirement: The availability of qualified staff at all times to maintain the system will always be the concern for sustainability of the system. Since the Corporation is already training the staff in advance level of software development and the software development team (Probity Soft Pvt. Ltd.) has to train the Corporations staff for stand-alone operation and maintenance of the system, the availability of qualifies staff will not be an issue. Moreover since all the software is being developed on open-source platform hiring of software vendor in case of emergency will not be much of an issue.

Government to citizen initiative

Documents

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