surat municipal corporation at smc... · 2017. 1. 30. · about surat city india’s 8th largest...

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SURAT MUNICIPAL CORPORATION

LOCATION OF SURAT

Surat

Surat City

ABOUT SURAT CITY

India’s 8th largest city in terms of population

One of the fastest growing cities of India

4th fastest growing city globally*

Unprecedented growth in last four decades.

• Decadal Growth – 60-80%

• 10-fold population rise.

Economic capital of Gujarat

Home to Diamond and Textile industry

Historical Development of Surat Dates Back

to 300 BC.

Municipality Established In 1852 AD.

Municipal Corporation Formed In 1966.

* Source: The City Mayor’s Foundation

GROWTH OF CITY

Year Area in

Sq. Km

Population

1951 8.18 2,23,182

1961 8.18 2,88,026

1971 33.85 4,71,656

1981 55.56 7,76,583

1991 111.16 14,98,817

2001 112.27 24,33,785

2001* 326.51 28,77,241

2011 326.51 44,61,026

CITY GROWTH

8.1

8

8.1

8

33.8

5 55.5

6

111.1

6

112.2

7

326.5

1

0

50

100

150

200

250

300

350

1951 1961 1971 1981 1991 2001 2006

Area [sq.km]

2,2

3,1

82

2,8

8,0

26

4,7

1,6

56

7,7

6,5

83

14,9

8,8

17

24,3

3,7

85

44,6

1,0

26

0

5,00,000

10,00,000

15,00,000

20,00,000

25,00,000

30,00,000

35,00,000

40,00,000

45,00,000

50,00,000

1951 1961 1971 1981 1991 2001 2011

Population

ROLE OF SMC AS SERVICE PROVIDER

Potable water supply

Underground sewage and storm drain system

All weather roads and street lights

Efficient and sustainable solid waste management

Health coverage with special focus on economical weaker section

Primary Education

Upgradation of the amenities in the existing slums and alternative accommodation

Clean, green and pollution free environment

Fire and Emergency Service

Efficient Urban Planning and Development

ROLE OF SMC AS FACILITATOR

Industrial growth

Trade and commerce

Health services

Higher education and research

Cultural activities

Sports and games

Recreation and entertainment


E-GOVERNANCE & M-GOVERNANCE

Surat Municipal Corporation

Start of computerization1979

Development & implementation of Computerised

payroll, property tax, vehicle tax1982-85

Property Tax Computerized Receipt System

Computerised accrual based double accounting system1990-92

Birth & Death System implemented2000

IT Plan for computerization at SMC2001

Started City Civic Center (CSCs/CFCs)2003

e-Tendering adopted | Information Kiosks2007-08

m-Governance started with Vaccination Alert System2009

Single No. Helpline2010

Revision of IT Plan | Virtual Civic Center2011-12

Mobile App2013SMC’s

e-Governance

Journey

City Civic Centers

Information Kiosks

Virtual Civic Center

m-Governance

IT INFRASTRUCTURE

HIGHLIGHT OF IT INFRASTRUCTURE

Hardware

• Infrastructure consisting of 1600+ computers

• Necessary hardware procured from time to time, to meet the demand

with increase in computerization

Software

• In-house development and implementation of over 50 Systems /

modules.

• External agency retained to develop software, to provide technical

support, impart systems related training to users and maintenance of

software.

Network

• Extensive LAN & WAN covering 1000+ computers

• Network spans across 46 office locations

City Civic Centers

Information Kiosks


m-Governance

CITIZEN CENTRIC

SERVICE DELIVERY INITIATIVES

City Civic Center

Information Kiosk


m-Governance

City Civic Centers

Information Kiosks


m-Governance

CITY CIVIC CENTER

ONE STOP SOLUTION

Sanitation

CITIZEN’S DILEMMA & PERCEPTION

HQ / Zone /Ward

Assessment & Recovery

Birth & Death

Water Supply

Drainage

Road

Which office

to approach?

Street Light, etc.

When to go

& whom to

meet?

- Move from one office

to another

- Move from one table

to another

- Multiple visits to get

work done

Citizen

To overcome these problems, SMC planned

to start City Civic Centers.

Dissatisfied Citizen carrying wrong

impression about SMC

CITY CIVIC CENTER

Objectives

• To facilitate single point / single visit solution

• To speed-up processing

• To eliminate bureaucracy

• To bring transparency

• To bring accountability

Features of Civic Centers

• Single Window Clearance

• Clean Modern Offices with air-conditioned

environment

• All the processes computerized

• String of sufficient computers on the network to

handle task

• Acceptance of payment through Credit/Debit Card

SERVICES OFFERED [G2C & G2B]

All types of Revenue Collection including Property Tax & User

Charges, Water Meter Bills, Vehicle Tax, Professional Tax

Birth & Death Registration & Certificates

Marriage Registration & Certificates

Shops & Establishment Registration and Renewal of licenses

Complaint Registration

Submission of all types of applications

Distribution of all types of forms / publications of S.M.C.

Part plan of Maps of Town Planning Schemes

Collection of EMI for EWS houses, tenements, etc.

ROLL OUT OF CITY CIVIC CENTER

First Civic Center opened in

May 2003

Eight more Civic Centers

opened then after in the same

year

At present there are 16

functional civic centers

Each zone has two or more civic

centers

IMPROVED SERVICE DELIVERY

Shops & Est.Complaints

Marriage

Birth & Death

Water

Bill

Tax on Profession

Property Tax

SMC

City Civic CenterCitizen

- Services under one

roof – Ease of access

- Single visit service

delivery

- Quick service

- Good ambience

- Standardisation of

Service Delivery

Changed citizen perception due to

improved service delivery.

USAGE STATISTICS

(Rs. in Cr.)2

35

.47

24

4.9

1

27

6.4

3

31

1.4

9

44

2.5

6 53

2.0

7

70

3.3

7

0.00

100.00

200.00

300.00

400.00

500.00

600.00

700.00

800.00

Transaction Amount (Rs. in cr.)

12

,32

,70

6 13

,81

,91

6

14

,45

,63

1

15

,24

,09

6 16

,88

,04

1

18

,94

,11

6

19

,54

,42

4

10,00,000

12,00,000

14,00,000

16,00,000

18,00,000

20,00,000

22,00,000

No. of Transaction

City Civic Centers

Information Kiosks


m-Governance

INFORMATION KIOSK

CITIZEN EMPOWERMENT & PROACTIVE DISCLOSURE

Marriage Complain

ts

NEED

Shops & Est.

Birth & Death

Water

Bill

Tax on Profession

Property Tax

SMC

City Civic CenterCitizen

Whether

Birth/Death

registered?

My outstanding

amount after

billing period?

Who are

office

bearers?

What is the

procedure for

obtaining service?

SMC facilities,

timings, employees,

etc.

Resulted in

- Delayed service

delivery due to lack

of information

- Deviates front-end

staff ’s time in

information delivery

rather than actual

service delivery

- Increased per

transaction time

To overcome these problems, SMC

planned to place Information Kiosks.

SOLUTION : INFORMATION KIOSK

SMC has placed the Information KIOSKs at City Civic Center

Objectives

• To empower the citizen in accessing the useful information on their own.

• To reduce time consumed in resolving the verbal queries and to focus on service delivery.

• To provide services easily and quickly to citizens based on information made available.

• To effectively meet proactive disclosure requirements as per RTI Act

CONTENTS : INFORMATION KIOSK

Details related to individual’s Property Tax

Birth & Death registration details

Details about Shops & Establishment License, its renewal, etc.

Details about Profession Tax.

Functions of Zone office; contact details of zone and office bearers

Functions of ward office and contact details of ward office

Information related to various facilities like libraries, reading rooms,

swimming pools, health centers, vaccination centers, gardens, fire

stations, etc.

Details of all Employee and Pensioner of SMC including salary info.

Complete details of the elected wing.

“How do I?” information

FEATURES & BENEFITS

Features

Touch screen functionality

User friendly and intuitive

interface

No specialised computer

skills required for usage

Bilingual support (English &

Gujarati)

Benefits

Proactive disclosure with

maximum access and

minimum effort

Single point access to various

useful information with

minimum dependence on

government functionary.

Acts as addon service at civic

center

GLIMPSES

City Civic Centers

Information Kiosks


m-Governance

VIRTUAL CIVIC CENTER

ANY-WHERE ANY-TIME CIVIC CENTER

NEED FOR VIRTUAL CIVIC CENTER

Limitations of physical Civic Centers

• Necessity to visit City Civic Centers.

• Geographical barrier in terms of reach.

• Time barrier

o Services accessible during working days and working hours.

o It overlaps with working hours of business and offices.

• Limitation in terms of citizens that can be served at a time (one to one relation)

• Heavy rush during rebate & peak billing period (despite of extra counters).

Increasing aspiration of citizens with wide spread use of ICT and ICT based solutions.

VIRTUAL CIVIC CENTER

SMC started Virtual Civic Center in April 2012

Services Offered

• Payment of

o Property Tax & User Charges

o Profession Tax (both EC & RC)

o Water Meter Bills (both residential & non-residential)

• Online Birth Certificate

• Online Death Certificate

• Shops & Establishment Registration Certificate Renewal

• Online Hall Booking

• Forms (downloadable free of cost)

• Complaint Registration

• Feedback

VIRTUAL CIVIC CENTER – HOW IT WORKS

Secured Information flow (encrypted by

SSL with EV)

On the spot payment confirmation and receipt/certificate

Notification of transaction by SMS for both successful & unsuccessful transactions

Payment confirmation & copy of certificate

by email

User accesses Virtual Civic Center

Virtual

Civic Center

1.

2.

3.

Makes Payment via Credit/Debit Cards & Net Banking (100+ options)

5. 4.

HIGHLIGHT OF VIRTUAL CIVIC CENTER

Services are offered through SMC’s portal www.suratmunicipal.gov.in

Accessible 24 x 7 Facilitates citizens to pay their dues from

their convenient place and at their convenient time.

The facility is offered at free of cost. Wider Coverage (100+ payment option)• 48 banks are covered for Net Banking Facility. • 64 Debit Cards accepted.• Master & Visa Credit Cards.

Ability to cater many request at a time, one-to-one barrier is overcome.

Convenient

FEATURES

User Communication

• Intimation to user on successful and failed transaction by SMS.

• Receipt / Certificate available on the spot and emailed for future

reference.

System Security & Sanctity

• Secured by SSL with Extended Validation.

• Use of QR Code to check authenticity of certificates.

o Birth & Death System

o Shops & Establishment System

• No banking/credit-debit card information stored by SMC.

Facility to check transaction status with proper checks to

preserve privacy.

3265

5565

10336

2012-13 2013-14 2014-15

Transaction Count

1st Quarter

VIRTUAL CIVIC CENTER - USAGE

83.92

202.78

443.73

2012-13 2013-14 2014-15

Transaction Value (Rs. In lakh)

1st Quarter

Particulars Total 2012-13 2013-14 2014-15

Transaction Count 57,764 16,959 30,469 10,336

Transaction Amount

(Rs. in Cr.)18.21 3.68 10.09 4.44

VIRTUAL CIVIC CENTER PAGE VIEWS

source:

Section of Virtual Civic Center

Page Views(from Apr. ’12-July ’14)

Property Tax 5,70,310

Birth & Death Service 82,490

Profession Tax 73,356

Shops & Establishment 17,646

Water Meter 16,547

Complaint 1,04,008

Forms 79,720

Hall Booking 16,721

Total 9,60,798

BIRTH CERTIFICATE

SHOPS & ESTABLISHMENT

RENEWAL CERTIFICATE

NOTIFICATION THROUGH EMAIL

SMS NOTIFICATION

SMS Notification for Property Tax

Transaction

SMS Notification for Birth

Certificate

SMS Notification for Death

Certificate

SMS Notification for Shops & Est.

Certificate Renewal

SMS Notification for Professional

Tax Transaction

SMS Notification subsequent to

Grievance Registration

City Civic Centers

Information Kiosks


m-Governance

M-GOVERNANCE

START OF MGOVERNANCE

VACCINATION ALERT SYSTEM

Started m-Governance with Vaccination Alert System in January 2009

SMC was the first ULB to take such initiative

Vaccination Alert System

• At the time of Birth Registration, Parents are now asked to provide the mobile number if they wish to get the SMS alerts.

• Parents are sent SMS alert for periodic immunization/ vaccination.

SMS intimates & informs:

• The Birth Registration No. of child and from where the first Birth Certificate can be obtained

• BCG & Polio Vaccination required after birth

• DPT & Polio Vaccination required after

o 1.5 months of birth



• Measles vaccine & Vitamin-A dose required after 9 months of birth

M-GOVERNANCE STATISTICS

SMS Service Count

Vaccination Alerts 13,19,263

Birth Registration 1,82,607

Complaint Management 1,61,102

Interactive Service 12,602

Monsoon Alerts 38,618

Tax Reminder 52,380

Audit, MIS, Recruitment Exam Intimation and other

31,847

Total 17,98,419


CITIZEN’S CONNECT SMC MOBILE APP

SOME STATISTICS

POTENTIAL OF MOBILE APP

CITY

POPULATION

44.61 lacs

8th largest &

Fastest Growing

decadal growth > 60%

YEARLY

TRANSACTIONS

19 lacs

Doubled in 7 yrs.

Revenue 700 cr.

PROPERTY

TAX PAYERS

15 lacs

11.9 million res.

3.6 million non-res.

PROFESSION

TAX PAYERS &

SHOPS EST. REG.

3.78 lacs

1.78 lacs – Prof. Tax

2 lacs – Shops & Est.

SOME STATISTICS

POTENTIAL OF MOBILE APP

BIRTH &

DEATH

2.8 lacs

certificates/yr.

75,000 Birth Reg.

20,000 Death Reg.

RAINFALL

50-55” rain/yr.

Ukai Dam Discharge

Floods in

2006, 2002, 1998

CAPITAL

WORKS

1600 Cr. in

2013-14

5000 e-tenders

in last 6 years

RECRUITMENT

1.25 lacs

applications

In last 2 years

advt. for 60 posts

SMC MOBILE APP

First ULB in India to launch Mobile App for citizen centric

information & service delivery.

Launched Mobile App in August 2013

SERVICES OFFERED

Transactional

Services

Interactive

Services

Informative

Services

Informative Services

• Shops & Establishment Registration Certificate details

• Elected & Admin Wing Details

• Active Tender information

• Active Recruitment advertisements

• Rainfall information

Interactive Services

• Complaint Registration

• Share Feedback

• Where can I? (using GPS technology find nearest facility)

• Download Forms pertaining to various services

• Citizen Facilities

• Emergency Toolkit

Transactional Services

• Check and Pay Outstanding or Advance Property Tax

• Check and Pay Profession Tax (EC)

• Check and Pay Water Meter Bills

• Check and obtain Birth Certificate

• Check and obtain Death Certificate

MOBILE APP FEATURES

Property Tax

• Check property details

• Pay regular and advance tax

• Register Mobile No. for alert

• Check Transaction Status

Profession Tax

• Check registration details

• Pay outstanding tax


Water Meter

• Check Water Connection Details

• Pay outstanding bill


Birth Certificate


• Gujarati & English

• Get Certificate


Death Certificate


• Gujarati & English

• Get Certificate


Shops & Establishment


• License status

MOBILE APP FEATURES

Complaint

• Register a complaint

• Check Complaint Status

Feedback

• Share feedback related to various services

Online Forms

• Download forms related to various municipal services

Active Tenders

• Get complete details of active tenders at SMC

Where Can I?

• Find SMC facility

• Nearest facility based on GPS/manual location

• Get direction on Google Map

Job Opportunity

• Check active recruitment advertisements

• Download detailed advertisement

MOBILE APP FEATURES

Citizen Facilities

• Get details of facilities like Civic Center, Fire Station, Health Centers, Library, Reading Room, Swimming Pool, etc.

Elected Wing

• Details of Mayor, Deputy Mayor

• Standing Committee & other statutory committees

• Ward wise councilors

Admin Wing

• Details of key officials of SMC

• Name & Designation

• Contact no. & email

Rainfall Details

• Periodic info. on Ukai level, inflow, outflow, etc.

• Cause way open/close status

• Critical alerts

Emergency Toolkit

• Flash Light, Strobe Light

• Emergency Alarm

• “I am safe” button

About SMC App

• Brief information about app and its features

Current downloads

• 44,124 from Google Play Store

• 6,210 from Apple App Store

• 4.6 out of 5 rating based on 1296 reviews

• Downloaded from more than 15 countries

Over 14 lakh requests so far

Over 3 lakh requests during the flood like situation in the month of September 2013 for three days

25% of total complaints received through mobile app

USAGE STATISTICS

PAYMENT OF PROFESSION TAX

Option to select any of three payment option –

Credit Card, Debit Card or Internet Banking.

Clicking on Internet Banking lists specific card

selection option. (over 55 banks)

Transaction status displayed (success/failure).

For successful transaction, user can download

receipt.

The receipt is instantly available for review.

BIRTH CERTIFICATE

Transaction status displayed (success/failure).

For successful transaction, user can download

receipt and certificate.

The receipt is instantly available for review. The certificate is instantly available for review,

for security it contains QR code and unique no.

using which details can be cross checked from

SMC’s website.

BIRTH CERTIFICATE

Certificate authenticity can be verified using QR Code

NOTIFICATION THROUGH EMAIL

SMS NOTIFICATION

SMS Notification for Property Tax

Transaction

SMS Notification for Birth

Certificate

SMS Notification for Death

Certificate

SMS Notification for Shops & Est.

Certificate Renewal

SMS Notification for Professional

Tax Transaction

SMS Notification subsequent to

Grievance Registration

SMC APP ON GOOGLE

PLAY STORE

SMC APP ON APPLE APP STORE

City Civic Centers

Information Kiosks


m-Governance

OTHER INITIATIVES

Single No. Helpline

Mobile Tax Collection Van

e-Tendering

SINGLE NO. HELP LINE (CALL CENTER)

Single number help line for registration of complaints from

September 2010

Helps the citizen lodging the complaint easily on this number

irrespective of the department and zone it pertains to.

Citizen lodging the complaint is sent an SMS stating the

Complaint ID, its brief description and the name and contact

details of the concerned nodal officer

The concerned nodal officer also receives the SMS stating the

Complaint ID, name and contact details of complainant and the

brief of complaint and its location.

Complainant is notified for any updates on his/her complaint

by SMS.

OTHER INITIATIVES

e-Tendering• Adopted from September 2007

• More than 4356 tenders processed till date.

• Over 11,860 crore of tender processed till date.

Mobile Tax Collection Van• Area under the Surat increased threefold from 112 sqKm. to 326 sqKm.

• To cater to the citizens of newly merged area Mobile Tax Collection Van

has been started.

IT ENVIRONMENT AT SMC

Citizens

Businesses

SMC Employees

E-Mail

Computerised Systems and Applications

E-Governance Portfolio

Common Network Infrastructure

G2C Services• Property Tax & User

Charges• Birth & Death Registration• Marriage Registration• Water Billing & Accounting

System• Complaint Redressal

System• Building Plan Approval

System• Software for RTI Act, 2005

G2B Services• Shops & Establishment System• Profession Tax System• e-Procurement System• Food License

G2E Services• Personnel Information System • Employee and Officer Portal

G2G Services• Finance & Accounts System• Material Management System• Asset Management System• Audit System

Kiosks

Internet

m-Governance

Intranet

Help Line

Civic Center

Stake Holders

Service Delivery Channels

RECOGNITIONS

mBillionth Award South Asia 2014 to Citizen’s Connect – SMC Mobile App

HUDCO Award for Best Practices to Improve the Living Environment 2013-14 for Mobile App & Virtual Civic Center (Online Services)

Skoch Gold Award & Skoch Order-of-Merit for Use of e-Governance for Improved Service Delivery

The Janaagraha G2C Award 2012 for Best website under the category “Transparency and Accountability”

City Civic Centre won the National Award for e-Governance 2007-08 (Bronze) for Outstanding Performance in Citizen Centric Service Delivery

Golden Jubilee Memorial Trust Awards 2007-08 for OutstandingUtilisation of Communication & Information Technology from Southern Gujarat Chamber of Commerce

The Grievance Redressal System awarded the Best Practice Award by CMAG & FIRE[D]

Certificate of Merit by NIUA – FIRE(D) for the best website in the year 2001


THANK YOU

Please visit us at www.suatmunicipal.gov.in.

surat municipal corporation at smc... · 2017. 1. 30. · about surat city india’s 8th largest...

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