Information Technology

MUNCIPAL CORPORATION OF DELHI

BENEFITS

-Providing facilities at the Door Step of the citizen through

online systems.

-Providing facilities to all citizen at MCD office through an

out-let called C.S.B. where the operators help the citizen to

use online system.

-To set up a system with less paper office where papers are

not lost, files are being tracked. Delays on files can be

monitored.

-To make MCD employs e-savy through Change management

INITIATIVE IN IT 1. E-Municipality Solid waste Management System 2. Call Center 3. MCD Online Services:- - STMS (Solid Waste Transportation Management System) - Registration of Birth & Death - Property Tax - Health Trade License - Factory License - Veterinary License - Trade & Storage License - Online Park Booking - Online booking of Community Centre - Sanction of Building Plan - Parking Management - EDIS (Engineering Department Information System).

1. E- Solid Waste Disposal Monitoring System

Objectives of system The system has been designed to achieve following objectives – -To track the vehicle live & replay. -To monitor Route Deviations and excessive delays. -To get detail of the ideal trip time, if any, for each vehicle -Reports about the locations of service delivery -To create control mechanism to let supervisor control movement of vehicle -To make available data about entire journey cycle of the vehicle to help creating data based decision making mechanism instead of current ad-hoc judgmental. -To capture image of filled bins and get it replaced by empty bins and again take image of empty bins. These images get uploaded on central server on timely intervals. These images scrutinised by the official on daily basis

Solid Waste Disposal Monitoring System Equipment / Device Fitted on Purpose GPS Device Auto Trippers and Trucks To continuously update the location of

these vehicles and help in identification and reduction of mal-practices

RFID Tag Loaders and Trucks To have unique identification for each of these and help in monitoring entry and exit of these vehicle from depot.

RFID Tag Dhalao Ghar/ Dust Bin/ Open Site To have unique identification.

RFID Readers / Antenna Entry / Exit points of vehicle parking depot and On weighbridge of SLF

To read RFID tags installed on vehicle

GPS enabled Hand Held Device / Personal Assistance Device (PDA) with position identification feature

Loaders To read RFID tags installed on Dhalao Ghar/Dustbin/open site and take snapshots and updating the location of loader vehicles when necessary

Bluetooth Printer Loaders To print receipt

Solid Waste Disposal Monitoring System Official views vehicles

GPS GSM

Remote Location Vehicle Data Centre

GSM Network

GSMModem

GIS / Vehicle

Data Base

GIS Web Server

LAN

Solid Waste Disposal Monitoring System

Data transferred to server Image of empty bin

Filled Bin HHT will take image Trucks loading/ Unloading the bins

replacement of bins

Solid Waste Disposal Monitoring System Web Hosting and Specification Website(www.edmctracking.com) is having all necessary maps. -Facility to track all vehicles and Bins on line. Able to get the distance travelled of the each vehicle in a day. -Consolidated dashboard provided to check the vehicle activity. -The system have a real time dash board and generate various report including daily trip reports, deviation from the route beyond sufficient distance, monthly analysis report on distance, time and route management etc. -Vehicle tracking software have a real time dashboard displaying current location of any given vehicle on the move at the central server and also accessible at any location through remote login.

Solid Waste Disposal Monitoring System

Real-time monitoring of a selected vehicle

Solid Waste Disposal Monitoring System

System generated reports

Solid Waste Disposal Monitoring System

.

Solid Waste Disposal Monitoring System

Driver taking picture of garbage collection point to upload in system.

Solid Waste Disposal Monitoring System

Garbage vehicle on weigh bridge

2. Call Center in EDMC 1. EDMC has opened a Call Centre where in citizens of East Delhi can call and can lodge their

complaints. Call Centre No. is 155303.

Types of Complaints taking care in EDMC:-

1. P.H – Public Health

2. BHI -- Bureau of Health Intelligence

3. Raj bhasa Department

4. Factory Licensing

5. CSD – Community Service Department

6. Advertisement

7. R .P Cell

8. Information Technology

9. Labour Welfare

10. Director Ayush

11. Education

12. Heckney Carriage

13. A & C Dept. (Assessment and Collection Department) – House Tax

14. Town Planning

15. Horticulture

16. DHA

17. CL & EC

18. CED

19. Veterinary

20. Zonal Office Sh. South Zone

21. Zonal Office Sh. North Zone

22. Land & Estate

23. DEMS

24. Building

25. Electrical

Step -1 Confirm the details of the customer where there is the problem Step-2 Enter Proper address like Name / Area Name / Landmark / Street No. with correct spellings. Step-3 Enter only 10 digit correct Mobile Number Step-4 If the detail of the customer already exists in the CRM then confirm the detail Step-5 Select the type of complaint and raise the ticket Step -6 An sms with the ticket number is automatically sent to the customer’s mobile.

NOW THE PROCESS OF OUTBOUND STARTS

INBOUND PROCESS IN EDMC

OUTBOUND PROCESS IN EDMC

SMS TO Concern Officer

CALL TO Concern Officer WITHIN 5 MINUTES

SMS TO CUSTOMER

INFORM THE TIME IT WILL TAKE TO RESOLVE THE PROBLEM / TIME GIVEN BY OFFICER

CALL TO CUSTOMER For Confirming whether problem resolved or not

CUSTOMER IS SAYING PROBLEM NOT RESOLVED

CLOSE THE TICKET AND SEND THE CLOSING

SMS TO CUSTOMER WE ESCALATE THE

PROBLEM TO NEXT LEVEL OFFICER

Sr.No. Complaint Type North Zone South Zone

Created Closed Open 24 Hours 1 to 4 Days More Than 4 days Created Closed Open 24 Hours 1 to 4 days More than

4 days 1 Advertisement 10 10 - - - - 15 15 - - - - 2 Ayush - Dispensery 2 2 - - - - 2 2 - - - - 3 Ayush - Hospital 2 2 - - - - 1 1 - - - - 4 Community Service Department 14 14 - - - - 1 1 - - - - 5 DEMS (Sanitation) - Garbage Related 545 538 7 1 4 2 553 547 6 - 3 3 6 DEMS (Sanitation) - Public Convenience 10 10 - - - - 17 16 1 1 - - 7 DEMS(Sanitation) - Sanitation 463 458 5 - 2 3 458 456 2 - - 2 8 DHA 1 1 - - - - 1 1 - - - - 9 Education 5 5 - - - - 19 19 - - - -

10 Electrical 100 97 3 - 1 2 87 86 1 - - 1 11 Engineering - Building 516 500 16 11 1 4 779 742 37 23 - 14 12 Engineering - Works 325 322 3 - - 3 375 371 4 - - 4 13 Factory Licence 17 16 1 - - 1 14 14 - - - -

14 Horticulture - Complaint regarding Civil Work 3 3 - - - - 3 3 - - - -

15 Horticulture - Maintenance of Park 15 15 - - - - 38 36 2 - 2 - 16 Horticulture - Park Booking 1 1 - - - - - - - - - - 17 Horticulture - Park Tubewell 15 15 - - - - 10 10 - - - -

18 Horticulture - Trimming & Removing of Plant 45 45 - - - - 111 110 1 - - 1

19 House Tax - - - - - - 1 1 - - - - 20 IT work 30 30 - - - - 37 37 - - - - 21 Miscellaneous 1 1 - - - - 4 4 - - - - 22 Public Health - Health Related 36 36 - - - - 68 68 - - - - 23 Public Health - Mosquitoes 180 180 - - - - 264 260 4 2 2 - 24 Re-munerative Project Cell (Parking) 7 7 - - - - 31 31 - - - - 25 Town Planning - - - - - - 1 1 - - - - 26 Trade Licence 2 2 - - - - - - - - - - 27 Veterinary - Catching of Monkeys 10 9 1 - - 1 67 66 1 - - 1 28 Veterinary - Catching of Stray Dogs 311 304 7 - 1 6 519 500 19 2 1 16 29 Veterinary - Illegal Slaughtering 71 71 - - - - 138 138 - - - - 30 Veterinary - Meat Shop and Dairy Licenses 6 6 - - - - 19 17 2 - - 2 31 Veterinary - Removal of Dead Animal 39 39 - - - - 39 39 - - - - 32 Veterinary - Removal of Illegal Dairies 8 8 - - - - 3 3 - - - - 33 Veterinary - Removal of Stray Cattle 10 10 - - - - 17 17 - - - -

TOTAL 2800 2757 43 12 9 22 3692 3612 80 28 8 44

GRAND TOTAL 6492 6369 123

3. MCD ONLINE SERVICES:-

I). STMS (SOLID WASTE TRANSPORTATION MANAGEMENT SYSTEM The Solid Waste generated by the City contributes the major share towards the environmental problems and challenges for better urban management; and on account of tremendous increase in population and increase in per capita income, generation of domestic waste has increased considerably. It is estimated that the quantity of Municipal Solid Waste (MSW) would reach 17,000 – 25,000 MT per day by 2021. There are three agencies responsible for Municipal Solid Waste (MSW) management in Delhi namely the Municipal Corporation of Delhi (MCD), the New Delhi Municipal Council (NDMC) and the Delhi Cantonment Board (DCB). The area covered by MCD is approximately 1399.26 sq.km MCD is organized in 12 Zones and 272 wards. There are at present three landfill sites in operation Sl.

No. Name of SLF site

Location Area Start Year

Waste Received

Zones

1 Bhalaswa North Delhi 21.06 Ha 1993 2200 TPD Civil Line, Karol Bagh, Rohini, West and Najafgarh

2 Ghazipur East Delhi 29.16 Ha 1984 2000 TPD Shahdara (North), Shah. (South), City, Sadar Paharganj & NDMC area

3 Okhla South Delhi 16.20 Ha 1994 1200 TPD Central, South, Najafgarh and Cantonment area

II). REGISTRATION AND ISSUE OF BIRTH AND DEATH CERTIFICATES

Municipal Corporation of Delhi{ MCD} has been authorised to Register and Issue of Births and Deaths Certificate for all events taking place under it's jurisdiction. MCD introduced Computerization of Births & Deaths on 19th February, 2003.. MCD introduced a scheme called OLIR ( On Line Institutional Registration ) where nearly 400 Hospitals have been empanelled & issued user id & pass word for uploading registration data.

III).PROPERTY TAX

The basic features of the portal: - Simplified and user friendly property tax form with online and offline help(it used to take more than one hour to fill the PTR form with complex calculations and whereas the online form will take hardly 2-3 minutes). - Property tax calculation is dynamic and provides calculation details also. - Online generation and printing of Property tax challan - Monitoring and Updations of Property Tax Arrears, penalties. - Dynamic calculation of late fees/interest amount - All the rebates will be computed automatically depending on the day of filing of PTR / challan generation - Various types of payment facilities are integrated:- Credit Card, ITZ Cash, CASH, Cheque and DD at authorized CSB centers and bank counters.

• Issue of New License License Validity Period : 1 Year and valid up to 31st March of the Financial Year and 3 year for Regular License of Lodging houses and restaurants. .

IV).HEALTH TRADE LICENSE

Issue of New License

V). VETERINARY LICENSE

Issue of New License

VI). TRADE LICENSE

VII). ONLINE PARK BOOKING

VIII). ONLINE BOOKING OF COMMUNITY HALLS

IX). BUILDING PLAN SANCTION

Online Registration of Architects Online Architect Registration Status Empanelled architect login Empanelled Architect Contact Details Building plan Status

X). BIOMETRIC ATTENDANCE

To efficiently track and monitor all relevant activities of construction, development,

electrical and maintenance works undertaken by Engineering Department MCD To handle public complaints expeditiously To prepare estimates for different works To make the tendering online on MCD’s web site To have an effective inventory management system To perform financial planning and budgeting efficiently To track the sanctioning of building plans efficiently To have an interface between various sub departments of the Engineering

department To maintain the organizational structure and make the reporting system smooth

and fast To host on MCD’s Website a list of projects requirement-wise and to post updated

information about them on realtime basis. To interface the system with other MCD departmental systems.

XI). EDIS (ENGINEERING DEPARTMENT INFORMATION SYSTEM) OBJECTIVE:-

Engineering Department Information System (Modules)

Engineering System

Master data at centre

Location-wise master data

Construction & maintenance

Store Technical laboratory

Planning & monitoring

Quality Control

Establishment

Buildings

• Issue of Birth Certificates—7 Days • Issue of Death Certificates—7 Days • Booking of Park - 1 Day. • Booking of Community Hall- 1 Day. • Issue of Health Trade License- 60 Daysnt. • Issue of General Trade License- 60 Days • Issue of Factory License- 60 Days • Renewal of Factory License- 60 Days.

E-SLA

CHALLENGES FOR E-GOVERNANACE

Resistance to change: Undoubtedly, implementing e-Gov will bring changes in the way training is imparted, which may not be easily accepted by people. Learners may resist and resent the learning unless and until the organization takes adequate efforts in educating their employees on its benefits. Learners’ capabilities: Sometimes learners may lack basic computer skills and they may not have the confidence to adapt to new technology. They may have a negative perception towards IT and might make the efforts to willingly accept the change. The attitudes of the learners could also be a challenge while implementing e-Gov in an organization. Common Standards All states/ union territories must adopt common standards to ensure creation and optimum utilization of government databases for nationwide citizen-related services. Establishing complete connectivity between various ministries and departments so that transfer of files and papers could be done through Internet thereby choosing efficacious speed as an alternative to manual labour. To make this really effective, there is a need to make databases of various departments compatible with one another. Thus, interoperability of e- governance projects is of vital importance if the citizens are to feel the benefit of IT in day to day life;

• Supplying information to the public in a language that they understand and are Comfortable with, and generally, it is the local language. As, technology is available by which transliteration from English into other languages can be made. Therefore, the problem is manageable provided there is enough motivation to do this onerous task.

Thank You.

-Pawan Kumar Sharma Addl. Commissioner