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e-GovernanceCo-Operation for
Government of Karnataka
www.intelenetglobal.com & www.sparshindia.com
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Company Overview
Requirement Understanding
Solution Overview
Roles and responsibilities
E-Governance-Case StudySparsh Value Proposition
Next Steps
Agenda
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Ranked as the second largest BPO employer in India by Nasscom (Indian chamber of commerce of the
IT-ITeS industries)
Backed by Blackstone Private Equity, a leader in the field of private equity
Over 25,000 employees across 30 state-of-the-art centres across 14 cities globally
23 centres in India, 1 in Philippines, 1 in Mauritius, 3 in USA and 2 in Latin America
Client base includes 50 blue chip companies in the UK, US, Australia and 40 India based MNCs
20% domestic business & 80% international business by revenue
BPO work includes Contact centre and customer management, order fulfilment, collections, retention, lead
generation, back office and finance & accounting functions
400 million calls and 75 million data transactions processed annually
Certified to ISO27001 (BS7799) for Technology and Security compliance
Certified to Customer Operations Performance Centre (COPC) version 4.0
Strong focus on corporate governance
Intelenet Snapshot
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Background Sparsh was originally the domestic BPO division of Spanco Telesystems and Solutions (a listed company)
Intelenet acquired a 51 % stake in Sparsh in December 2005 and subsequently de-merged it into its domestic subsidiary, IntelenetBPO Services Limited (IBSL or Sparsh). 49% of the capital was issued to Spancos existing shareholders
Intelenet now has 71% stake in Sparsh as of July 2008
Listed on the Bombay Stock Exchange on March 23rd , 2007 Sparsh is the largest domestic BPO company servicing about 3 million outbound calls and 6 million inbound calls monthly
Infrastructure & Facilities
The domestic operations has more than 15000 employees across 10 locations in India
Current capacity of about 9700 seats with expansion plans of an additional 10,000 seats by FY 2009
Services and Clients
Provides customized outsourcing services and solutions to over 40 domestic clients.
It manages a wide array of processes across verticals including Financial services,
Insurance, Telecom, Travel, Retail, Media, Consumer Durables, Healthcare etc.
It offers multilingual (15 Indian languages Hindi, Punjabi, Bengali, Marathi, Kannada,
Telugu, Malayalam and Tamil including English as an anchor language) capabilities
to clients
Sparsh Our Domestic Subsidiary
MooreRowland Internal Auditors
RSM Statutory Audit
QAI COPC Audit
Corporate Governance Framework
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Global Delivery Centres
Mumbai, India Fargo, USA Manila, PhilippinesChennai, India Pune, India Mauritius
Mum bai Chenna i
Gurgaon Okhla Pune Kolka ta Bangalore Chandigadh
23 Centres
Manila, Philippines
1 Centre
India
Ebene, Mauritius
1 Centre
Fargo, ND Chesapeake, VA Campbellsville, KY
3 Centres
North America
Guatemala
1 Centre
Panama
1 Centre
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India Delivery Centres
1,00050,0001Mohali
11
1
1
1
1
3
3
Centres
487,000
30,000
40,650
20,750
29,450
161,150
155,000
Area (in sq.ft.)
9,740Total
813Bangalore
600Chennai
415Kolkata
589Pune
3,223Gurgaon
3,100Mumbai
SeatsLocations
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Travel & Hospitality
Telecom
Retail
Manufacturing
BFSI
Contact Centre Customer Service
Sales
Collections
Transaction Processing Application processing
Rule set processing Underwriting & Invoice
processing
Customer account Creation &Maintenance
Complaint Handling
Accounting Services Accounts payable
Accounts receivables
Inventory management
Reconciliation
Payment Processing
E-Services Chat Support E-mail services
Application &Infrastructure
Legacy re-platform
User Interfaces
Application development
Application maintenance
Infrastructure management
Enterprise Solutions
CRM
Web - enabling
Predictive modelling
Business intelligence andwarehousing
Support Services
Testing
Reporting services
Inventory management
System integrations
Process Consulting Process mapping &
documentation
Capacity modelling
Transaction Qualitymonitoring & improvement
Benchmarking Process re-engineering
Business Analytics
LEAN & six-sigma
Offshore Consulting
Offshoreability assessment
Offshore cost modelling
Location selection &attractiveness
Service Levels &Contracting
Offshore operations design
Transition planning &implementation
Service Offerings
BPO Technology Consulting
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Telecom
BFSI
Travel
Retail &Manufacturing
International Partnerships
IT &Online Services
Media &Entertainment
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Retail &Manufacturing
Telecom
BFSI
Travel & Media
Domestic Partnerships
Government &Education
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Our Understanding OfYour Requirements
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Proposed initiatives to preferably be on a PPP mode
Approach and execution to encompass the current efforts already under way andbuild on them
Use technology to enable Good Governance and help the Government becomemore responsive to the needs of citizens
Exhibit some experience in setting up and executing similar projects
To provide solutions and ideas that meet the present needs of the problem areas under consideration focus on a core area of the partners interest/strength in the field of e-Governance
Expectations from the partner in this venture
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Few existing e-Governance Initiatives with GoK
Taking governance to thedoorstep of people
Applications/peti tions to bereceived in advance forquick and on spot redressal
Programme effectivenesspercolated till the taluk andhobli levels
One-Stop-Shop for all G2C,G2B and B2C interactions".
Grid wise approach tomaximize the serviceprovision areas
Easy access to a chain of computerized IntegratedCitizen Service Centers(ICSC's)
Highlights HighlightsHighlights
Fully Online System of mutation of records
Foolproof methodologies-Biometric authentication
Scanned Field Mutation
records in each taluk First in First in mutation
process eliminatingfavourism
JANASPANDANA BHOOMI
BANGALOREONE
Online petition management Home agents for easy accessibility Kiosks for information delivery
EXAMPLES OF WHAT WE CAN DO TO BETTER THE EFFICIENCY OF THESE INITIATIVES
Extend Bangalore One torural Karnataka
Suggestion Boxes at thesecenters
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OPPORTUNITIES THREATS
Vision of the government to have Good
Governance processes
Variety of e-governance initiatives already in place
Huge response for key projects
Focus on projects like BHOOMI and Janaspandana
has percolated down to taluk and hobli levels
Structured approach to information dissemination
on an integrated application platform
Dedicated and professional teams managing all
touch points with citizens
Organised and structured reporting with
analytical capabilities for quick and correct decision
making
Lack of awareness amongst citizens
Absense of proper channel to access
information
Lack of feedback mechanism
Projects are individual in nature
No widespread efforts to induce participation
from citizens
Decentralised approach
Absence of single window response
mechanism
WEAKNESSES
Existing Initiatives and current delivery mechanisms-A SWOT
STRENGTHS
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Dedicated and qualified team to manage information dissemination in a structured
manner
Integrated systems to stitch across information banks of various departments-
Share best practices from similar e-governance projectstechnology, information
gathering and dissemination, SLAs (internal and external) etc
Intranet with defined access to various stake holders across departments withreal time access to status on action items
Customisable and Structred reporting with review mechanisms for decision
making and corrective measures
Processes to induce participation from citizens to contribute with suggestions
What can we do to enhance current set-up
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Overview Of OurProposed Solution
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Agenda and Objectives
The ideas presented hereon are intended only to get us started on the
brainstorming exercise and act as a pivot for discussions
We are hoping to get some feedback/consensus around these ideas
Once we agree on the basic framework, we will present an execution
methodology that will cover all ideas shortlisted
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The proposed solution is modular and addresses two focus areas of Good
Governance
Ability to disseminate information in a quick and efficient manner (Phase 1)
Ability to be responsive to citizens by capturing and acting on suggestions and areas of
concern/improvement (Suggestion Box) (Phase 2)
Both of the above will be done through a Facilitation Management Unit that will
have voice and non-voice capabilities
The roll-out of Phase 2 will depend on the success of Phase 1 as defined by
metrics established at the start
Overview of the Proposed Solution
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Integrate multiple channels of communication such as email, voice, IVR, fax,
internet etc to facilitate ease of accessibility of GoK to the citizen
Collation and smart segregation of information across departments
In house front-end application for user friendly access
Access to information centre for citizens through a single number for all
departments
Qualified, trained and dedicated team focusing on all touch points for citizens-Voice, e-mails, fax and letters
Integrated systems and applications for customisable reporting and analytical
capabilities
Integration of Intelenets home grown kiosks and work-from-home concept to
drive e-governance initiatives to the grassroot level
Facilitation Management Unit - Approach and Execution
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How the Governments Facilitation Management Unit would work
BHOOMI BBMPTRANSPORTVOTER
INFORMATION
BDAJANASPANDANA
PROJECTS/INITIATIVES VARIOUS GOVERNMENT DEPARTMENTS
INTEGRATED APPLICATION PLATFORM (DEVELOPED BY INTELENET)
GOVERNMENT OF KARNATAKA FACILITATION MANAGEMENT UNIT
INFORMATION
DISSEMINATIONUNIT
SUGGESTIONBOX
INTELENETS SPECIALIZED SEARCH ENGINE
Citizens
Question
Request
Search and Retrieve
Citizens
Suggestionor Query
Tagging,forwarding to deptand archiving
REPORTSMODULE
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Roles andResponsibilities
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Qualified and trained workforce who would be dedicated to this process
Investments inInfrastructure (facilities) to house the set-up
IT Infrastructure both hardware and software
Connectivity to your systemsIntelenets specialized information search (and retrieval) engine
Application software to integrate the different systems and create the appropriate front-end
Hiring and training for the workforce
On going maintenance and upkeep of facilities, systems and technology
Existing competencies and process expertise to manage and improve upon deliverables likeefficient processes, improved delivery efficiencies, transition from existing to new operatingmodels etc
Intelenets pioneering products and concepts kiosks as well as home agents to take thebenefits of e-governance to people at all levels
Experience of managing e-Governance initiative for the Government of Delhi
Quality control as well as measurement systems and standards
What we bring to the table
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Project Initiation Stage
Access to updated information (Critical Success Factor)
Sign-off on documentation, approval requests, FAQs etc
Availability of key stake holders from departments for review meetings
Ongoing Basis
A single point of contact for each department
Regular updates from departments on process updates, policy changes etc
Effective escalation process to ensure on-time reverts to citizens
Support Required from Government of Karnataka
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Sparshs e-GovernanceCapability
A Case Study
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Citizen Relationship andGrievance Management System
(CRGMS)
For Government of DelhiAn
Overview
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Citizen Relationship and Grievance Management System Process initiated on May 2007
Team of 25 Customer Service Representatives dedicated to the process
Servicing all grievances with respect to 209 Departments of Delhi Govt
24*7 Operating Window
Monthly Call Volumes at 5000+
Grievances registered on a monthly basis at 1500+
Knowledge bank regularly updated with FAQs current count at 16000+
Grievances classified as priority and non priority with each department
Follow up twice each day with all departments on all priority grievances
Reminders to all departments sent by fax for grievances lodged the previous day
Pending Grievances and Ageing Report sent to all Department Heads on a weekly
basisall Department Heads can also access information online through the url
Information Dissemination to be launched by Nov 2008
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Home Grown Software Infrastructure
IVRS (Greets the citizen and canrecord complaints directly)
CRM (Takes in the details of thecitizen and facilitates call centerreporting)
Aapki Sunwai Website(http://www.155345.in/ ) (Registrationof the grievance by the citizen, re-dressal by the departments andreports on re-dressalefficiency/effectiveness)
Search Engine(http://www.155345.in:8080/sparsh )(Allows quick informationdissemination to the citizen
Reports at each tool level
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Process Description
Grievance Management Grievances entered online by the agent Citizen issued a grievance no for future reference
Departments action by designated officers addressing the issues Department heads govern the process for their own departments. Citizens reach the call center again for status on their issues. Current status of a
grievance is conveyed as reflected in the website Key highlights of the grievance management system Top type of grievances, ageing,
prioritization (immediate action and general), classification basis priority and nonpriority grievances
Search Engine Question bank with 16000+ questions, FAQs and location details in the search engineand is searched by the agent
Updates to content responsibility of the department heads or designated officials andis updated post workflow on the system. Relevant access is provided
Key highlights of Search Engine - Filtered search, Top type of queries, easy navigationand usage
Technology Windows 2003/.NET technologies/Internet Hosting
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Our Value Proposition
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Sparsh Value Proposition
Domain expertise and experience in handling Government initiatives especially
e-Governance
Usage of technology, applications, Intelenets in-house developed kiosks and other best
practices to provide rural citizens with easy access to the Facilitation Management Unit
Multilingual capability (15+ languages in India) to cater to different geographies
Ability to replicate BPO capability in the rural segment using Home Agent technology
Ability to seamlessly transition processes (100+ processes seamlessly transitioned across 7
countries)
Robust citizen engagement model - Info Bank and Suggestion Box
Ability to work in the PPP mode - remove the pain of managing employee base, infrastructure,
technology and other investments all these taken care of by us
Deployment of tool based operational environment for seamless integration of the data
across various departments
Ensure information security, data protection & audit compliance at all times
Quality focus and real-time online reports for status monitoring and corrective measures
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Next Steps
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Suggested way forward
Agree that this partnership is a win-win for both parties
Establish the objectives and deliverables of the partnership
Establish scope, budgets, scale/volume, modules to beimplemented, roles and responsibilities and so on
Agree on commercials and sign LoI/contract
Agree on transition plan and timelines
Execute to plan
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T o
l l g a
t e
Understand peoplerequirements in termsof skill sets, capacity,span of control etc.Also understand theoverall relationship
model
P r o c e s s
S t e p s
C r i
t i c a
l D e
l i v e r a
b l e s
T o
l l g a
t e
T o
l l g a
t e
Gain completeunderstanding ofrequirements in terms ofcomponents,redundancy, bandwidthrequirements,CRM etc
Building a detailed projectplan with milestones andcommunication plan
Governance board
Ramp up roadmap
Skill Set mapping
Delivery team
Span of control
Training game plan
Capacity modelling
T o
l l g a
t e
T o
l l g a
t e
Understand baselineperformance on SLA,learning curve effect anddevelop enabler process
Mapping WAN and
LAN set-up
As is design
Bandwidth Sizing
Final Design
Redundancy
Bill of Material
CRM Requirements
Testing Plan
BAU process
Baselining
SLA Mapping
Learning Curve
Forecasting
Scheduling
Exception process
Escalation process
QA process
Customer Sat
Change control
Project Plan
Milestones
Communication plan
Overall Readiness
Project Sponsor
Project Manager
Legal & Compliance
Process Owner
People Technology Process ProjectManagement Sign Off
Technology Owner
Transition workshop Technology Setup Hiring & TTT Go Live
Stabilise & Grow
Transition Approach..
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Based on our Typical Transition Methodology
FACTS provides customers with a step-by-step frameworkto identify requirements relevant to the process beingoutsourced and then document them in a consistentstructure that will facilitate smooth knowledge transfer.
This framework also provides the entire projectmanagement toolset required for developing migrationplans, monitoring progress and reporting to keystakeholders.
Act asCustomercustodian
BuildTransitionStrategies
ManagingExpectations
Buildingtransparency
Developing & Executing
plan
Set-up and transition could take anywherefrom 8-16 weeks depending on departmentsand projects that are defined within the scopeof this initiative
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Thank You
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Annexures
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Snapshot of Statistical Report
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Snapshot of Ageing Reports
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Snapshot of Modify Info Log Report
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Snapshot of Grievance Repots
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Snapshot of DLR ( Daily Login Reports)
Snapshot of ARR (Agent Rank report)
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Snapshot of ARR (Agent Rank report)
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