Rajasthan Sampark Project

Agenda Points

Project brief

Components of Rajasthan Sampark

Proposed Technical Architecture

Grievance Redressal Mechanism

Integration Requirement

Infrastructure Requirement

Expectation from Stakeholders

Way Forward

PROJECT BRIEF

About Rajasthan Sampark

Rajasthan Sampark is an e-Governance project initiated by the Department

of Information Technology & Communication, Government of Rajasthan.

An integrated platform for Grievance Redressal which will consist of a

contact center, Rajasthan Sampark Centers and a web portal.

This project will be implemented in all the state government department

across Rajasthan

This project aims to cater to the requirements of both citizens and

department users

It is one of the means through which the Rajasthan Government intends to

achieve various aspects of citizen centric good governance

Legacy System

• Single means of grievance registration

• Disintegrated service delivery mechanism

• No mechanism for status tracking through sms/ web portal

• No defined service levels and auto escalation mechanism

• No Dashboard for HoDs of Department

• Limited option for report generation

Contact Centre

• Limited modes of grievance registration

• No workflow for the departmental user

• No interface for the citizen to register grievance directly except calling CCC Agent

• No facility for updating final status by the department users except CCC

• Semi automatic process makes the overall process inefficient

• Separate platform for the department users

Limitations of the Legacy Systems

Need for Rajasthan Sampark

Process Standardization

Additional Features

Removal of Limitations of Legacy System

Rajasthan Sampark Portal

Multiple mode of

grievance

Comprehensive

Workflow

User

Management

Online/ sms

Status Tracking

Dashboard Auto Report

generation

Notifications and

reminders

Auto Escalation

Mechanism

Feedback from

complainant

Re-Opening of

Grievance

Integration with

CCC

Mobile

Application

Need of

Citizens

Need of

Department

Users

Citizens • Multiple channels for registering grievances

• Status tracking facility throughout the cycle of grievance

redressal process

• Enhanced transparency in the grievance redressal process

• Option of escalation, feedback and re-opening of cases in case of

unsatisfactory resolution

• Improved service delivery mechanism

Department

Users

• Availability of dashboard to view the status of grievances

received by the department

• Able to prioritization of grievances as per the defined service

levels

• Enhanced and easier mechanism for delegation and disposal of

grievances

• Facility of monitoring and escalation of grievances

• Facility of verification of redressal of grievance and citizen

satisfaction level through feedback mechanism

Key Benefits of Rajasthan Sampark

COMPONENTS OF

RAJASTHAN SAMPARK

Project Component (1/2)

Centralized Integrated Grievance redressal Software –

Rajasthan Sampark Portal

Augmentation of Existing Citizen Contact Centre Setup

Rajasthan Sampark Center- Establishment of VC equipment

and facility

Capacity Building and Change Management at all levels

Rajasthan Sampark

Project Component (2/2)

Rajasthan Sampark Portal

Citizen Contact Centre

Rajasthan Sampark Centers

Capacity Building and Change

Management

• The web based portal will act as both front end for registration of grievance and

back end for providing work flow for redressal process.

• The Portal is being developed and will be rolled out across the State after necessary

user acceptance testing by appropriate stakeholders

• Existing contact center setup will be an integral part as a means of service delivery

for Rajasthan Sampark

• The CCC will receive calls form the citizens and act as a mediator to facilitate the

registration and status tracking of grievance through the portal

• All “Jan Suvidha Kendra” at all 33 district collectorate and “Bharat Nirman Seva

Kendra” at all 248 Panchayat Samities will act as “Rajasthan Sampark Centers”.

• Necessary infrastructure will be set up at District and Block Level centers for all e-

Governance citizen centric services

• Training and capacity building activities has to be ensured at all levels on frequent basis.

• Master trainers will be identified from each department who will in turn be responsible

for imparting training to other users within the department

• Nodal Officers for each Dept. will be identified and appointed at Dist. And Block level

who will act as Single Point of Contact for Rajasthan Sampark

• Review Mechanism of Grievance redressal at Different levels of government

Project Component:

Rajasthan Sampark Portal (1/2)

Centralized Grievance management application for all stakeholders

Provision for all functionalities as per the requirement of various stakeholder groups

Bilingual Platform- provision for accessing in Hindi and English

Portal is being developed and rolled out across the state after necessary user acceptance testing by appropriate stakeholders

URL for accessing Rajasthan Sampark Portal is http://sampark.rajasthan.gov.in/

Facility to access portal through Mobile Application

Project Component:

Rajasthan Sampark Portal (2/2)

Functionalities for Various Stakeholders

Citizen

• First Time User registration

• Lodging of Grievance

• Status Tracking Facilities (online/ sms)

• Sending reminders after 15 days

• Feedback & Reopening

CCC Agent/ Kiosk Operator

• User Registration

• Facilitate Lodging of grievance

• Facilitate status tracking

• Facilitate feedback and reopening process

Department Users

• Complete workflow starting from grievance allocation process to grievance redressal.

• Customized report generation as per the requirement

• Admin facility for selected users

Higher Authorities

• Dashboard Facility to enable proper monitoring

• Customized report generation as per the requirement

Project Component:

Citizen Contact Center (CCC) (1/2)

The CCC delivers non-emergency G2C

services to citizens over the phone through

a single unique number (Toll Free - 1800-

180-6127) which will be common for all the

State services

Provide a single point of contact to citizens

for provision of non-emergency

informational, grievance and transactional

services for all government departments.

Currently information and grievance related

services of 20 departments are being

provided through the CCC

Till Mar 2014, 12,33,215 nos. of information

service requests have been fulfilled and

10,527 grievances have been registered

through CCC.

Current Seating Capacity – 20, Envisaged

Seating Capacity – 100, 1 content Manager

for every 10 seat and 1 Project Manager for

every 50 Seats

CCC

Interactive Voice

Response System (IVRS)

Automatic Call

Distribution

Computer Telephony Integration

(CTI)

Speech to text

recognition (to be

implemented).

Text to speech

conversion

Email Response

System and SMS Gateway

Project Component:

Citizen Contact Center (CCC) (2/2)

Technology at CCC

Jan Sunvais Up to Block Level i.e. 33 Districts (Jan

Suvidha Kendra) & 248 Panchayat Samitis (Bharat

Nirman Seva Kendra) through Video Conferencing

Necessary IT and other infrastructure will be set up at District and Block Level

This VC setup will enable the higher authorities of the government to address grievances of citizen and other internal review meetings

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Project Component:

Rajasthan Sampark Center (1/2)

Point of Contact for Citizen for registering their Grievances

Service Delivery through e-Mitra/ CSC Kiosks. AADHAR enrollment & DBT through Bahmashah

Full HD quality video conference solution to be deployed in a de-centralized

(distributed) architecture.

At State HQ:

Two MCU’s (1+1 mode) shall be provided. The MCUs at SHQ should serve local,

internet, intra and inter-district video call/ conferences.

Centralized servers are provisioned for centralized repository of VC licenses,

authentication of users, hosting VC soft client etc.

Firewall traversal functionality is provisioned for VC through internet.

The solution has centralized recording and streaming server

The 32 districts shall be provided with one MCU each (at 32 RajSWAN

PoPs) to cater local, internet, intra/inter-district video call/ conferences.

VC Endpoints along with Display screen (as required) shall be provided at

approx. 310 BNSK/JSK locations.

Video Conferencing – Technical Details

Project Component:

Rajasthan Sampark Center (2/2)

PROPOSED TECHNICAL

ARCHITECTURE

Technical Architecture

RSDC

GRIEVANCE REDRESSAL

MECHANISM

Components of Grievance Redressal

Mechanism (1/2)

Components of Grievance Redressal

Mechanism (2/2)

Grievance

Registration

Process

Available Modes - Phone, sms, email, Letter, Web Portal.

User registration Lodging of Grievance Submission

Generation of Grievance Id

Grievance

Allocation

Process

Receipt of Grievance by concerned HoD verification

of grievance disposal/ allocation to subordinates/

transfer of grievance to other department

Grievance

Redressal

Process

Receipt of grievance by subordinate officer action/

further allocation submission of action taken report

verification / approval/ rejection of action taken report

reallocation/ updating of final status

Reopening of

Grievance

Option for reopening in case of unsatisfactory resolution.

Citizen can request for reopening of case either through

call center or web portal directly. This request will be

directed to the HoD for further action.

Feedback

Process

Option for providing feedback will also be available for

citizen. After resolution citizen will be able to provide

necessary feedback either by calling CCC or directly

logging onto Web Portal

INFRASTRUCTURE

REQUIREMENT

Infrastructure Requirement

• Desktop Computers- 4 nos.

• Laptop- 2 nos.

• Multifunctional Printer – 2 nos.

• VC Equipment – 1 no.

• Connectivity- RajNet/ RSWAN

• Manpower

• Civil Work

• Consumables

Rajasthan Sampark

Centers at each District office

• Desktop Computers- 4 nos.

• Laptop- 2 nos.

• Multifunctional Printer – 2 nos.

• Connectivity- RajNet/ RSWAN

• Manpower

• Civil Work

• Consumables

Rajasthan Sampark

Centers at each Panchayat

Samiti

Levels Infrastructure

Requirement

Modes of

Fulfillment

• Desktops, Laptops and MFP to be provided by DoIT&C under e-District Project

• VC Equipment and Connectivity to be provided under RSWAN

• Manpower at the Rajasthan Sampark Centers to be provided by DoIT&C / Local Administration

• Rest all other requirements (such as furniture, electricity, building maintenance, peons, security guards and other miscellaneous expenditure) needs to be catered by respective local administration

Department Offices

• To Use existing / Own Infrastructure

• Own budget or may request DoIT&C for additional Budget

INTEGRATION

REQUIREMENT

Integration with Other Applications

e-Sanchar

SMS Gateway

i-Facts

Citizen Contact Centre

Rajasthan Sampark

Integrates mobile telephony with Information Technology for

generating voice calls to convey messages to citizens under

various beneficiary programmes.

The project integrates Data Migration, Text To Speech in Hindi

and Automatic dialling and play back of pre-defined message to

the beneficiary.

It harnesses the benefits of the telecom technology in

providing information to citizens.

Presents Human face of administration and helps in build trust

and faith in Government

Brings efficiency and effectiveness in administration through

transparency, accountability and responsiveness

e-Sanchar

e-Sanchar – Process Flow

Opinion Poll for Government Schemes / Projects

through Voice calls

Provides reports and feedback about Schemes /

Projects to Government which strengthen the

system of the scheme in the state

Integrated with IVRS which allows Individual to

communicate with the phone system through its

keypad

Results of the opinion poll is used for Comparative

analysis of Schemes / Projects which provides

better Governance and Transparency

i-FACTS

EXPECTATIONS FROM

STAKEHOLDERS

Expectation from User Department

Identification of Appropriate Stakeholders

• Identify Nodal Officers as the single point of contact for DoIT&C for

implementation of Rajasthan Sampark

• Identify change management champions for creating and building awareness

about Rajasthan Sampark within the department

• Identify Master trainers and moderators

Administrative Support

• Issue necessary GOs/ notification (if required)

• Provide necessary information as per the requirement of DoIT&C

• Categorization of subjects of grievance. Verification, addition of levels and

creation of master data /databases

• Defining of service levels and escalation matrix

Implementation Support

• Assist DoITC in implementing the project

• Verify user wise functionalities of the portal

• Proactively inform DoITC regarding requirement of additional functionality

as per the need of the department users

Capacity Building and Change

Management

• Ensure implementation of change management and capacity building plans

• Organize trainings at the department level to educate the users at various

levels

• Update department centric FAQs in the Raj Sampark Portal

Expectation from District and other local

Administration

Assign a dedicated Nodal officer for successful operations of

Rajasthan Sampark Centers and Grievance Redressal process.

Ensure availability of adequate manpower for execution of this

project as per the requirement stated.

Setting up and Maintenance of necessary Infrastructure at

Rajasthan Sampark Centers for successful implementation of

project

Other necessary support for sustenance of project

WAY FORWARD

Implementation of Raj Sampark Project

Streamline of Process after Implementation Opinion and

Feedback

Enhancement of Functionalities and Addition of Services

Way Forward

THANK YOU