Page 27 - Informatics

In Focus

Beneficiary Details extraction Income certificate (Panchayat) through e-Gram before the im- For further information,
please contact:
Based on the identified KPIs for feedback and the filter ap- plementation was several thousands. This KPI is categorized as
short term which implies that it should be improved in short
plied to extract a subset of the beneficiary list, the underlying time limit. In this case the KPI is mapped with district level au- State Informatics O!cer
National Informatics Centre
application system is mined for the granular data giving the ben- thority which is a DDO (District Development Officer) of district Block 13, 2nd Floor
eficiary personal information including contact details. panchayat. According to the set benchmark and time limit by Sardar Bhawan
Call Centre Operations CMO, the call has been generated to convey this KPI to the DDO. Gandhi Nagar
GUJARAT ! 382010
It drastically decreased to hundreds after the implementation.
The Call Centre will initiate telephonic querying of the benefi- • Grant utilization: The KPI, ‘Percentage of Grant utilized under Email: sio-guj@nic.in
ciary based on the questionnaire. The objective answers and final Mahatma Gandhi Swachhta Mission’ is mapped with DDO of the Phone: 079-23252972
feedback is recorded into the system. Everything is done through district. It was categorized as medium term. This resulted in an
online integration including the telephony integration through increase which was almost three times of the previous value.
Telecom Service Provider. • Inspection of police station: The KPI, ‘Percentage of Police
Beneficiary Feedback Followup stations inspected against target given by Home Department’ is
The feedback is displayed online for the CCU team to view, mapped with District Magistrate. In this case the improvement
was more than its double after adding the KPI into the Perfor-
analyze and flag for escalation to the concerned nodal officers for mance Measurement System.
the KPI related to originating district. • Land Records- Auto Mutation Pending: The KPI number of
Action Taken Reporting (ATR) auto mutation pending for more than 90 Days in Land Records
The nodal officers to whom such feedback (which are poor is mapped to District Magistrate, which is an immediate term
or negative) is flagged are supposed to manually intervene for KPI that has to be taken care urgently. As the monitoring system
started taking into account of the KPI, pendency of the applica-
resolution and revert through documentary proof of resolution of tion decreased drastically.
the case. The online system facilitates such data collection. In ad- • 108 service: The KPI based 108 service of medical emergency is
dition to nodal officers, the Secretaries and HODs are also flagged geographically mapped for real time monitoring of ambulance Mohan Krishnan P V
in the online communication. calling up hospital to confirm arrival. Response time of 108 ser- Dy. Director General & SIO
Confirmation process vice and peak hour emergency call is being monitored as part of mohan.pv@nic.in
the KPI. Also feedback from the patient is taken into the loop.
The ATR triggers a confirmation feedback call with the bene-
ficiary to close the feedback loop through the Call Centre. Outcome of the citizen feedback mechanism
• Mukhyamantri Bhagyalakshmi Bond: From the citizen feedback
Stakeholders of ‘Mukhyamantri Bhagyalakshmi Bond’, cases have been found
• Chief Minister Office such as the beneficiary did not receive the benefit amount as
• All State Government Departments (Secretary, HODs, Nodal/ mentioned in the bond. This is a scheme of State government to
Sub-Nodal Officers) provide financial benefit to the daughters of labor workers for
• District Authorities (Collector, DDO, SPs, etc.) their education or marriage. The case has been escalated to the
concerned Head of Department/ Secretary, they have taken an Anand Indulal Shah
Services To Stakeholders action to deliver benefit and submit the report back to the sys- Sr. Technical Director
CMO tem. CMO has made confirmation call to beneficiary and ensured anand.shah@nic.in
• Monitor all the statistical data drilled down to the last level for the delivery of benefit.
all the services, sectors and overall • Public Distribution System (PDS): Randomly select beneficia-
• Evaluate performance of all the officers involved in the system ries and generates feedback as well as the confirmation from
• Defining target and benchmarking for performance measure- them. Poor feedbacks are forwarded to officials for corrective
ment of concerned authorities measures.
• Getting and monitoring feedbacks from beneficiary of various Way Forward
government schemes
• Include more sectors and corresponding services to achieve
All State Government Departments (Secretary, HODs, 100% data coverage.
Nodal/ Sub-Nodal Officers) • Data analytics interface is to be developed so that AI, Machine Khanesha Shailesh K
• Monitor department level performance of concerned indicators learning models can be applied on the collected data for pre- Scientist-C
shailesh.khanesha@nic.in
• Access and verify data that they are responsible for dictive and prescriptive analysis.
• Action taken against poor feedbacks Summary
District Authorities (Collector, DDO, SPs) NIC is proud to have developed the Gujarat Chief Minister
• View their performance statistics of concerned Key Performance Dashboard, which is the first of its kind system in terms of access-
Indicators ing data from all e-Governance applications of the State of Gujarat
• View their performance compared to the same officers groups and providing the same for monitoring against defined Key Per-
formance Indicators (KPI). This enables the Chief Minister Office
Use Cases to analyse the performance of departments, services and even
officers which in turn helps in identifying problems of services. In
KPI monitoring, follow up with officials to speed up all hierarchical levels such as zones, districts, talukas the flagged Prenoy Kumar
procedures. performance can be monitored. It additionally gives an insight Scientist-B
• Income certificate: The number of pending applications for into the effective implementation of schemes. prenoy.kumar@nic.in

April 2020 informatics.nic.in 27