powerpoint presentation on dms

8/11/2019 PowerPoint presentation on DMS

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Cloud Telephony & IVRS basedDaily Monitoring System:A Revolutionary Approach

for MonitoringGovernment Programmes

Presentation by

Sudhanshu TripathiFinance Controller

Mid Day Meal Authority, [email protected] , Ph +91 94150 14378 1
mailto:[email protected]:[email protected]


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Structure of Presentation Issues in Monitoring of Government Programmes

Recent Technological Developments Conventional Reporting & Monitoring System in MDMS The New System: How it all began!

Implementation of the DMS: The IVRS Model Major Challenges & Solutions Innovative Features Success & Impact: Quantitative/ Qualitative Future Path & Scalability Awards Received by the Project Sample MIS Reports

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Technological Developments in Last 5 years

Web-mobile interface technologies Enhanced mobile penetration esp. in rural

areas

Vernacular text to speech technology Cluster based Cloud Telephony & IVRS Cloud Computing Platform with Web Based

PaaS / SaaS/ IaaS Above developments provided opportunity beforeMDM Scheme for initiating a real-time monitoringsystem for effective and efficient monitoring

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Uttar Pradesh: Fact Sheet

Total no. of schools: 1.69 lac Total no. of schools serving MDM: 1.65 lac Students enrolled as per AWP: 198 lac PAB approval for availing nos.: 122 lac (62%) Students enrolled (1 st Qtr 2014-15): 197.85 lac Availing no. (1 st Qtr 2014-15): 97.21 lac (49%) Plan approved: Rs. 1799.76 crore

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MDMS in U.P. An Autonomous MDM Authority with Director as

head constituted at State level Governing Body headed by the Chief Secretary of

the State Secretary Basic Education as State Nodal Officer District Magistrate as District level Nodal Officer

with Basic Education Officer to assist District MDM Cell with one Co-ordinator & one

Computer Operator Scheme implemented by Panchayats, teacher only

maintains the records and informs higher ups in

case of no meals 6


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Problems in Conventional System of Info - Flow

Spatial problem: School-wise report not available at

the district/ state level Temporal problem: The time lag in data flow leading

to

Scope for data manipulation Chances of excess physical/financial reporting Delay in remedial action

Efficacy of the system jeopardized Defaulting schools info in next month only

Monitoring Problem: Physical inspection presently

based on random selection - not on exception basis 8


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DMS: How it all began!

Vision Document prepared in 2007 took intocognizance the ground reality of expansion ofmobile telephony in rural area & suggested a

Daily Monitoring System based on toll-free sms First JRM Report (Feb10) for U.P. recommends:

There is no proper mechanism to monitor the implementation of theMDM scheme in terms of regularity, quality & quantity below district

level. It is suggested that for proper monitoring a web based MIS fortransporting data directly from school to state level should bedeveloped. It was found that an action plan for SMS based daily MISwas prepared at the MDM authority level in July 2007 , which may behelpful in designing and development of monitoring system .

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The IVRS model IVR calls from 89606 11111 Teachers to reply to the IVR calls for informing number of

students availing MDM on that day by keying-in the nos. In case one misses out replying to the IVR call, one needs to

give a missed call to the same no. The System to call back on its own within 5 minutes of

missed call Provisions made for system enabled registration of new ph

number/leave/transfer/retirement of the teacher & holidays 0 info means the meal not served

Helpline/ Toll free No. 1800 1800 666 for info & data pulling Hardcopy of info provided daily by the schools through IVRSto be verified monthly by the headmaster in monthlymeeting

MIS available on www.upmdm.in 11
http://www.upmdm.in/http://www.upmdm.in/http://www.upmdm.in/http://www.upmdm.in/http://www.upmdm.in/http://www.upmdm.in/


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Feature Description SMS Voice

CostEffectiveness

Price Per outgoing SMS from server can be 3-4p while that of voicecall is 50p 75p. However the cost of sending the SMS fromremote users is also high at about 50p.

Usability formultipledata points

Capturing Multiple Data Points, (more than 5) SMS is more suitablebecause of the offline nature of it.

Flexibility Making changes to SMS based system is more difficult compared toVOICE where new questions along with instructions can be added atanytime.

Interactivity The VOICE based system can be interactive based on the input by theuser. It can detect the invalid input by a user and prompt for re-entry.

Secondary questions can be asked to the user if required.

SMS based system can tell if the message has been delivered till theusers phone but not if the message has been read by the user.VOICE based system can tell the number of seconds for which theuser listened to the message thereby providing a read receipt.

*Study conducted by Stanford in Gujarat (India) indicated that people are more comfortable in handling IVRS compared to SMS.

http://hci.stanford.edu/publications/2010/avaajotalo/patel-chi10-avaajotalo.pdf (Page 3)

Comparison between VOICE and SMS based systemsfor remotely collecting data over telephone

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Comparison between VOICE and SMS based systemsfor remotely collecting data over telephone.

Feature Description SMS Voice

Toll-Free In VOICE sender of info need not pay any cost while in SMS cost isto be paid especially in case the SMS lands on a differentnetwork.

Multilingual VOICE based system can be in a language that the user iscomfortable in. For a culturally diverse country like India this is animportant feature.

TrainingEfforts & UserFriendliness

Training of people on the system is a significant cost. Research byStanford in India* shows people are more comfortable withVOICE than with SMS.

Control onInitiative

VOICE based system for data collection is proactive with Serverhaving the ability to pull data. The SMS based system is passive

with Server waiting for data being pushed by remote side.

NoDependenceonMake / Model

of Phone

VOICE based system is agnostic of the make and model of thephone on the remote side. While SMS can also be sent from anymake or mobile, typically the SMS based models have a MobilePhone Application which captures the data and sends through

SMS. This creates a lockdown to phone make (if not model).

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DMS: A New Tool of Monitoring Philosophy behind the concept

Making School as the basic unit for information flow &monitoring rather than district

Real time data collection and MIS Bridging gaps in monitoring

A complete System of Data collection, MIS & DSSon Auto-Pilot mode

Gives grass-root data at apex level & facilitates inMonitoring & pinpointed Intervention

Successfully implemented since Jun 10. At present covers about 1.65 lac schools

Tracks number of students actually fed daily Tracks number of schools not serving meals 14


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Flow Model: Conventional System

UP Govt.

GOI

Districts BSA/ DM .Division Asst Director

MDM Authority

Budget

Monitoring based on QPR and random selection

QPR/ U.C

Block -ABSA

School

Availing numbers

Foodgrain consumed

Cookin cost s ent

Through MPR

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School

- Registration- Daily Attendance- Confirmation

MIS Application& DSS

Mid Day Meal Functionaries atBlock/ District/ Division / Statelevels/ GOI

MIS Reports / Exception Reportsetc of all schools are available herefor decision making at differentlevels

OBDD

Acknowledgement

Informationthrough IVR

tthrough IVR Internet

VirtualNumber /

Server

OBD ( Out Bound Dialling )

Monitoring by Exception

The Re-engineered Process

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Challenges faced in ImplementationOperational Challenges

An unknown territory

Mode of operation Teachers database

How to orient teachers

How to motivate teachers

Sustainability Intervention for schools

not serving MDM

How to ensurecompliance by Teachers

DPR developed

Project assigned on Turn-key basis Mobile no. of about 4.5 lac head-

masters, Asst. Teachers, Shiksha Mitrascollected

Design, Publish & DistributeOperational Manual to teachers

Online demo/ training in about 900blocks & town area

Teachers association taken into

confidence Thru local/ administrative support Logins to Commissioners/ DMs/

CDOs/BSAs/ BEOs & Alerts/Auto-emails

G.O. Issued by the State Govt. making itmandatory for Teachers to give info.17

Solution


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Challenges faced in Implementation

System Design Challenges

Data push vs data pull

How to pull data fromteachers

Huge no. of schools How to cover so many

schools by evening How to ensure that for

providing data throughteachers own mobile, noexpenses are involved!

Solution

Data pull methodology fordata collection

Outbound Dialing thru CloudTelephony & IVRS

Codify 1.52 lac (2010) schools PRI lines

Toll-free model, system ofmissed call/ call rotation/ callescalation

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Technical Details and Configuration

Project Solution Components used are Telephony Cloud and IVRS Hindi text to Speech technologies SMS Alerts and SMS Gateway Cloud Computing Platform with Web Based PaaS / SaaS/ IaaS Call Center (both inbound and outbound) Toll Free Helpline (18001800666) Data-center (Tier III) DR (Disaster Recovery Site)

Nowhere else in India or the world thesetechnologies have been deployed for data

collection and MIS 19


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Innovative Features A Paradigm shift in Reporting System

IVRS technology used for the first time in the world at such alarge scale for data collection and MIS instead of informationdissemination

Hallmark of the New Tool: Process Innovation

Removes time-lag in data-flow Monitoring based on Exception reports rather than Random

selection Quick & Pointed Remedial action Data manipulation done away with

Data pull vis--vis data push Teacher not to spend a single paisa/ No mobile phones

required to be given to teachers 20


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Innovative Features.. contd. Completely outsourced

Complete risk passed on to vendor Pay per data instead of pay per call No investment for hardware, software, training etc.

Training, mobile no. collection, updation, call center,publicity also responsibility of vendor

Faster to implement (2 months) System of repeat calls/ reminder SMS/ calling

other teachers of the school/ call escalation Auto sms on daily basis to BEOs, BSA, CDOs,

DMs, Commissioners & MDMA for defaultingschools not servin meals auto mails to DMs 21


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Innovative Features.. contd. User of Info controlling the information flow

instead of sender Direct & instant info mechanism from grass-

root to the State without intermediate levels

Transparency & neatness of data resulting intotruthful information

From Info-paucity to Info-wealth

Objective inputs for Policy Making Dynamic/ Simple/ Feasible/ Scalable/

Replicable22


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Success & Impact: Quantitative

No. of Schools datareceived from

No. of schools mealwas not served

Percentage

Jun 2010 33,067 11, 771 35 %

Jul-Sep, 2010 1,00,519 28,284 28%

Apr-Jun, 2011 1,36,519 18,180 13%

Apr-Jun, 2012 1,46,234 10,863 7%

Sep-Oct, 2012 1,45,260 9,577 6.5%

Apr-Jun 2013 1,39,722 7,118 5%

Aug-Sep, 2013 1,47,416 5,370 3.6%

Sep 1 to Sep 20,2014

1,49,719 5,479 3.65%

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S & I t Q lit ti


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Status before the implementationof the initiative

Status after the implementationof the initiative

Key Result Areas Information about schools notserving MDM

No authentic information available Exact information available daily

Structure of Information Compiled information availablemonth wise

School wise information availableon daily basis

Immediacy of intervention Not possible Possible, based on objective criteria

Key Performance Indicators Periodicity of information Monthly/quarterly Daily

Level from which information madeavailable District School i.e. the actual level ofimplementation System of alerts Not available Alerts available to higher ups for

remedial action Quality of data Compiled monthly Real time data

Transparency Information often based onpercentage basis

Transparent, actual informationavailable

Socio-economic ImpactParameters Knowledge of status ofimplementation to public

Not available Possible to be made available inpublic domain

Social Audit Not possible Possible

Level of community ownership Low High

Beneficiaries' feedback Available, if at all, throughhierarchical system

Directly available to decisionmakers

Success & Impact: Qualitative

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Impact on Stakeholders

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Stakeholder 1:(School Children)

Number of defaulting schools came down from 36.6 % inNov 10 to % 5.1 % in Nov 11 and 4% in Jul 14.

Stakeholder 2:(Monitoring agencyi.e. Govt. MDMA,Division & Districts))

Identification of problem area on real time basis meansImmediate corrective measures

Monitoring based on exception reports

Objective input for policy intervention Objectivity in mode of conversation Transparency and accountability of data ensured Checking of leakages and saving of scarce resources GOI considered AWP 2011-12 to 2014-15 on DMS data

Stakeholder 3:(Society)

Assimilation of teachers in the decision-making process Involvement of School Management Committee (SMC) in the

DMS would ensure concurrent social audit Community ownership of the MDM Scheme


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Reduction in leakages Made possible by the comprehensive training and

sensitization of personnel conducted for the DMSwhereby it was shown that the data given by any

teacher /shiksha-mitra is immediately available onInternet for senior officials and hence any surpriseinspection can take place in less than an hourbased on the data provided.

The knowledge of this process provides for apsychological barrier to give wrong data and hasbeen responsible for eliciting correct informationfrom school personnel.

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Substantial Data for planning is nowavailable

Extended to Funds and Food-grainsDistribution Information delivery to school authorities on

disbursement of funds and foodgrains fromdistricts is being done through DMS.

This has enabled the school authorities toproactively follow up if funds and foodgrain do notreach them as they now know when the releasehappened from district level.

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UNICEF wanted to spread the message /recommendation of Handwashing with soapbefore meal taking by the students to all schoolauthorities. It could be accomplished with DMS

easily and the message reached to all schoolauthorities in Uttar Pradesh.

UNICEF also took feedback on the number ofchildren who did wash their hands with soap afterthe message was relayed to school authorities 4days later.

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Providing a platform for Voice to the school personnel and Creation of an eco-system ofsupport to them The call center and the related software systems

have facilitated feedback collection and issuesolving.

Successful Demo of a Unique and Novel methodof Monitoring Scheme implementations in farand geographically spread areas involving largenumber of personnel which can be replicatedacross schemes and sectors e.g. ICDS Scheme

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Objectivity in mode of conversation An Objective tool of policy planning available Teacher communicating directly with the

district/ state level administrator brings ininclusiveness

Social Audit: Decision taken to call SMCs

Enhanced community ownership of MDMScheme

GOI considered Work Plan 2011-12 to 2014-15

on DMS data 32


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Monitoring and Collection of Very Importantinformation from schools in addition to theMid Day Meal Scheme Dress Distribution Monitoring Textbooks Distribution Monitoring Medium of cooking (Cooking Gas or Wood) Number of Gas Cylinders used in the schools

where Cooking Gas is used Number of working Hand pumps and Faucets (in

selected districts) for WASH Program of UNICEF

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S & Q li i


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Success & Impact: Qualitative Inspections - now Exception Report based and pin

pointed to problem areas Direct information from Teachers to State Level

has led to very high acceptability of systemamongst Teachers

Role of intermediate level in information flowfrom field to apex level done away with

Divisional offices no more work as post office ofinformation flow from field to apex level rathertake the exceptional reports from the MIS andproactively monitor the scheme with remedial

interventions in problem areas 34

S l bili


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Scalability.. Scalable in terms of size since solution based on Cloud

computing technology and SIP model (SaaS, IaaS andPaaS) of service delivery

So updation & standardisation of technology ensured Also scalable in terms of performance:

Each schools complete database for Food-grain/CClifted/allocated/ utilized can be built into the System

All MPRs/ QPRs can directly be accessed by the State Govt. &GOI from the website

Uploading Inspection reports/ photos etc Grievance redressal Third Party feedback by calling up SMCs Monitoring on auto-pilot mode Enough time for remedial intervention/ policy 35


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Areas/ Programmes where the New Tool can beused Development schemes with one to three parameters eg

MNREGA, ICDS

Replicated in U.P. in ICDS For info of daily collection of revenue viz. for Excise,

Commercial/Entertainment Tax, Mandis etc For daily no. of F.I.Rs, no. of Challans by traffic police,

OPD/IPD, Data from ANMs for Health Programmes etc Surprise checks based on exception reports Private sector can also use this tool for direct reports from

rural retail outlets

Replicability..

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Evaluation of the System By UNICEF Evaluation study by IIM Lucknow By eminent jury in different awards & recognitions

received by the System GOI produced a documentary on DMS for being

shown in academies, Training institutions &Community

GOI got a case study written for being used forprobationers in National & State Academies

Inspections under Chief Secretarys instructions 37

A d d R iti


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Awards and Recognitions National Gold Award for e-Governance in 2011-

12 for Innovative Technology NASSCOM Social Innovation Honours 2013 &UNICEF Recognition for Innovation for Children ASSOCHAM Award for Excellence in Education2013 Manthan Award South Asia & Asia Pacific 2012 India Digital Awards 2012 by IAMAI mBillionth South Asia Awards 2011 Special Recognition in Vodafone Mobiles for

Good Awards 2011 Shortlisted by UN Public Service & Public Affairs Asia Awards 38


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Future Path

MDMS Essentials: Regularity, Quality, Quantity Regularity Ensured thru DMS Quality and Quantity monitoring can be done

Monitoring Attendance of Teachers in schools Posting of Teachers on basis of availing nos. Monitor Reasons of default so as to arrive at

systemic nature of problem Monitor Payment of Honorarium to Cooks Engagement of Cook on basis of availing nos.

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Future Path

Focus on Regional status of problems andneed of intervention

DMS: from a tool of monitoring to anobjective tool of planning

Activity Monitoring being introduced Usage pattern and statistics on the use of each of

the Analytics in the platform by the concernedofficials at district and block level.

This would help the Contact Center of the projectto get in touch with officials on very specific

actions to be taken by them for use of the system 40


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Sample Exception Reports

Presented in next few slides

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Teacher detail who has given Data


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System Generated Daily SMS Formats


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powerpoint presentation on dms

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