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

PDF

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