ict enabled municipal initiative

NOMINATION FOR E WORLD AWARDS 2011

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Pimpri Chinchwad Municipal Corporation ICT ENABLED MUNICIPAL INITIATIVE


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CONTENTS

1 BRIEF OVERVIEW.............................................................................................. 3

2 ICT enabled Municipal Initiative………………………………… ……............4

2.1 E-tendering ..........................................................................................................4

2.2 Health care Management system..................................................... ................... 11

2.3 Online Octroi Facility...........................................................................................17

3 Project Differentiation................................................................................................20

4 Role of IT Team.......................................................................................................... 21

Project Sustainability and Scalability.............................................................. ........22

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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 surge in the residential sector and the population of 10.06 laths during 2001 started increasing at the rate of 11% to reach 16 laths 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.


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2. ICT ENABLED MUNICIPAL INITIATIVE 2.1 E-TENDERING SYSTEM Of all the e-governance initiative undertaken by PCMC, one of the major initiatives is in the area of E-Tendering system. Being an urban local body, PCMC is responsible for continuous development of the city infrastructure and public services. As a result, it invites tenders for works in various areas on a regular basis. Each department of PCMC was responsible for undertaking the tendering process after necessary approvals. Earlier, there was no centralised system of management of tendering work. With the growing population and increasing demand of infrastructure leading to increase in infrastructure activities required PCMC to undertake a model which is efficient past and transparent. As a result, PCMC created a centralised system of tendering by means of software technology to address this issue. As a result of adoption of this technology, it also undertook process re-engineering of its function. The e-tendering model of PCMC is acknowledge country wide due to its ability in making the entire system online, which is discussed later in this report. We further, discuss below the key features of this facility and the re-engineering process undertaken by PCMC.

Scope of services/ activities covered The earlier system of tendering for Pimpri Chinchwad Municipal Corporation was primarily manual, where traditional two envelopes method of tender submission for technical and commercial bid was followed, with manual payment of EMD and form fee through DD or similar financial instrument. Although the tender notice was getting published in the official website of PCMC, and news papers but rest of the processes including purchase of tender, submission of bids, evaluation and award of contract was primarily manual. Manual system was time consuming and prone for errors. The bidder’s information was known to public which lead to physical prevention by intimation or formation of rings of these known bidders. Pimpri Chinchwad Municipal Corporation has initiated the online tendering system for all the projects and procurements to be taken up for the development works under its limits. Submission on tenders, documents, EMD's, security deposits and tenders are available through online and e-banking facilities. Through online e-tendering, an amount of Rs 2231.95 lakhs has been collected through paymentgateway from 831 bids. This facility helps

1. All the Departments publish tender online hence the tenders are accessed globally 2. Bidders can view/download tenders online from anywhere 3. Bidders pay SD/EMD fees online 4. Bidders bid online using digital signatures 5. Bidding is controlled through parameters like bidding capacity 6. Tenders only opened by Tender committee using digital signatures online 7. Lowest financial bids (L1/L2) are published online to all bidders 8. The Bidder registration is one time process 9. Tender-Committee can be defined per tender 10. Department wise Bidder Registration as well as common Bidders 11. Bidding Capacity and Tender limits are configurable with Rate Contracts 12. Integration with Accounting 13. Generation of comparative statement as well as identification of L


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

15. The comparative statement is and L1 is generated for all manufacturers as well as manufacturer wise. 16.The EMD and Tender Fees are -calculated based on Tendering Rules auto. 17. Bidders can pay the EMD and Tender Fees online through online payment gateway Number of Cards (Credit / Debit) accepted.

Number Stats Online tender opening:

Select Tender Committee as per Commissioner Order

Number of departments 40 Nunber of users 440 Number of members of tender committee 34 Number of registered bidders 3652 Number of Tenders 7800 Number of tender documents published 1233 Number of tenders published online 1105 Number of banks connected online 37 Number of cards(credit/debit) accepted 3652


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PKI Encrypts the data of the tender that will be opened after all

signatures Citizen centricity and relevance

Satisfaction among contractor/ vendors due to transparency, accuracy & efficiency: The e-Governance has brought high transparency into the operations. The tender opening is carried out in public with a screen and announcement system. The e-Tendering system is very secure and accurate complying with all Web Application Security guidelines. This has instilled confidence among contractors and citizens. The tender opening and comparative process which used to take months to complete for large tender have improved radically which has raised the speed and efficiency of the process. Large savings due to fair competitiveness: Due to e-Tendering it has eliminated chances of unfair practices in the bidding process and has improved dramatically the competitiveness of the quotes. This has resulted into large percentage of savings of spend over procurement of the corporation. Savings of natural resources, time and environment friendly process: The system is completely paperless. All documents and forms are stored in a most secured database with PKI digital encryption leading to savings of tons of papers for the corporation and helping the noble initiative of saving the natural resources and helping in reducing deforestation. Strong control over the administration: The e-Tendering has improved the control over administration as well as finance management. The EMD and form pay is paid online through online payment gateway. There are various reports and statistical analysis which has helped the administrators to manage the information and use it for better decision making.


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Elimination of manual errors and interventions: The complete secure and reliable e-Tendering solution has eliminated the probability of manual errors as well as intervention at any stage of procurement. RTI: The RTI activity of corporation is also leveraging the availability of accurate and immediate information and passing on its benefits to citizens and legislators.

User Convenience The Municipal Commissioner had driven the entire development of the e-tendering solution through rigorous project management imitative and very close monitoring of the product. The Municipal Commissioner has conducted weekly meetings to review progress and steer the project. Assistance Commissioner – Central Stores, Computer Officer, City Engineer and the core group have played pivotal roles in critical analysis as well as Process re-engineering wherever required. A Joint Project Management Committee (JPMC) is also formed which meet every month to take review of the system. The e-Tendering system is integrated with following infrastructures 1. Online Payment Gateway (Bill desk – 37 banks + credit/Debit Cards) 2. PKI Infrastructure (All makes of Class-II level digital certificates) The e-Tendering application provides following operational features that are essentials: 1. Security 2. Backup and restoration 3. Purging 4. Access Control 5. Email & SMS gateway 6. Audit Trails 7. Link to Other applications: FINANCE, WMS 8. Flexible to Define Terms 9. DMS for Workflow (INDENT -> CLOSURE) 10. Unicode support (Local Language & English) 11. Disaster Recovery Planning (DRP) 12. E-procurement & reverse Auction With this system in place, bidders can submit their tender bids from anywhere in the world as the system requires only computer with an internet connection. Also the bidders are not required to visit PCMC offices to submit their tenders. They can access the e tender application through its website.

Efficiency enhancement As a result of adoption of the e-tendering system, PCMC was able to manage the increasing number of tenders with a centralised system and with less manpower. The system also facilitated in managing the documents online, as against managing the same in hard copies, which requires manpower and space. Through the e-tendering system PCMC also largely benefited in fiscal terms viz., receiving low tender(quotes) Year Tenders Total value Avg bid Type 2008-09 800 3500000000 30% Manual 2009-10 956 589,60,68585 -27% e-tender 20010-11 1229 3133471908 -33% e-tender


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Cost effectiveness The savings to PCMC has been considerable after introduction of the new system. As discussed earlier, it has saved in the areas of printing (tender printing and allied forms), storage space and manpower cost to manage such aspects. The savings in these areas have been given in the table below. Printing Charges 15,36,750 Interest on EMD & FF 30,76,454 Storage 1,40,000 Total Other Savings in 2010-11 Rs 47,53,204

Capacity Building and Organizational Sustainability Our approach A core user group chaired by the Municipal Commissioner had formed in the Corporation to define the set of requirements. The core user group consisting department heads as members have consulted various other Corporations to study the nature of requirements as well as the JNNURM and other national level guidelines. The knowledge partner who has played the role of system integrator was brought on board to conceive the e-Tendering solution. The Municipal Commissioner has driven the entire development of the e-Tendering solution through rigorous project management initiative and very close monitoring of the project. The Municipal Commissioner conducted weekly meetings to review progress and steer the project. Assistance Commissioner – Central Stores, Computer Officer, City Engineer and the core group members have played pivotal roles in critical analysis as well as Process re-engineering. The Guardian Minister of the City was briefed about the initiative by the Commissioner. Various presentations to all elected members were carried out by the core group to convince the advantages of the e-Tendering solution. Various officials from state and central government have been briefed about the project and its usefulness. Secretary UD & Secretary IT of State as well as Secretariat of UD of center have been constantly communicated about the benefits and outcomes of the initiative. Capacity building measures undertaken A special team is formed to support the e-tendering activity. The Team has undertaken training sessions for all departments as well as a separate lab is established to handhold the contractors as well as the corporation officials as part of training and user support activity. A team of technical experts and implementers have been deployed by the knowledge partner to make sure the success of the implementation. The change management was carried out in extremely innovative way. The people were motivated by the core team to use the e-tendering in most effective way. A strong thrust and perseverance from the top has broken the shekels and the new era of e-tendering has bourn for the corporation.

Accountability


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Due to e-Tendering all department users, contractors, administrators and legislators can work together seamlessly. The contractors can bid the tenders from home and with very high data and information security and reliability. a. This e-tendering solution can be used as a nationwide reform solution for procurement. b. Improvement in competitiveness in procurement. c. Improvement in trust of citizens in the governance operations due to high transparency. d. The PCMC with its vendor can roll out the software at national level resulting huge savings e. Large percentage of savings from spends in procurement costs have been achieved for the corporation. f. Willingness from the top administrators of the ULB to implement transparent and secure web e- Tendering application.

Innovation Unlike e-tendering initiatives in other parts of the country, PCMC undertakes all process online. The distinguishing aspects of PCMC’s e-tendering system’s are • Payment of EMD – this is accepted only online; whereas in utilities it is accepted in other forms also. The larger benefit of this system is only those bidders bid who are really intending to undertake works; in case the bidder walks out, the EMD is invoked. Secondly, the interest on EMD is incurred from the day it is submitted, which is not the case when the same is just submitted in hard form, where the realisation period is more. • Single window mechanism – All aspects of bidding process including submission of special condition documents are accepted only online. This helps in better management of the bid and avoids any disputes with respect to loss or insertion of documents in the bid. By doing this, the bid process is not hampered at any point and the selection of bidder is transparent with adequate proofs.


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2.2 HEALTH CARE MANAGEMENT SYSTEM INTRODUCTION:

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.

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.


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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.

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.

PROJECT DIFFERENTIATION:

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


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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.

SCREEN SHOTS


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2.3 ONLINE OCTROI FACILITY

INTRODUCTION:

Octroi is collected through citizen facilities centre of Pimpri chinchwad municipal corporation. All the companies in the areas of PCMC Are bound to pay the octroi for the goods brought.Every company has to aplly to the citizen facilities centre to get a rahdari pass.For the transparency in the operations the companies have to submit the following documents to the rahdari pass section . Documents required: 1. Bill of purchased goods from the locality 2. Bill of importing goods 3. Bill of paid octroi on main goods 4. challan of goods sent for repair/processing 5. Xerox copy of the permission letter (if taken earlier) 6. Color photo prints of goods sent for processing/repairing with company stamp and signature. 7. Copies of rahdari pass application filled with stamp and signature in the main office. 8. Reciept of bill paid for arrears (if any) 9. Check memo list of goods sent for processing. This application with the documents is signed by the chief officer,Octroi department. The budget for the octroi section for the year 2011-2012 is stated as inflow as 11190000000 and outflow as 26,37,02,000. The budget figures and details are listed in the screen shots below.

SCREEN SHOTS OF THE OCTROI BUDGET:


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3.PROJECT DIFFERENTIATION

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 programmed 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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4.ROLE OF IT TEAM

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.

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.

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.

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


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5.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.

ict enabled municipal initiative

Documents

department of pcmc

etendering model of

officialwebsite of pcmc

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city infrastructure

entire system

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