Web Based Citizen Relationship Management (Civiq)

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Amberlynn Wilkinson
8 years ago
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1 Web Based Citizen Relationship Management (Civiq) The Civiq CRM system has been implemented in the following Municipalities of West Bengal Naihati, Beharampur and Kanchrapara. Scope of Work: Designing entire workflow for all departments of municipal governance with GIS based tracking, analysis and reporting of all issues and thematic analysis for higher officials trying to offer better municipal service Background The need to create common platform to bring citizen into local governance through municipal operation to provide a range of services to improve the quality of life of the city was the basis for Civiq. Not every citizen have idea about whom to talk and where to register their problem.hence there is a need for a common platform to register their issues, which can be viewed by ward councillors and speed up the redressal process. With the constant effort of our government by de-centralizing the governance system up to the level of ward committee, citizens are mostly found in a criticizing role rather than a contributory role to the municipal governance. Thus came the idea of having a unique Location Intelligence basedcrmsystem which is a complete e-governance solution for Municipal bodies that allows citizens direct access to highest level of administration and the administration to provide effective and timely solution to issues faced by the citizens. Through its structured MIS format, it also enables detailed data analysis to facilitate long-term decision making. Input The inputs for this project are outlined below. Google map API Streets, important places not in Google map and associated latitude and longitude Municipality Ward No, Asseese No Problem Being Addressed The following problems were addressed in this project. Citizen s participation in Local Governance. Direct access of citizens to highest level of administration. Development of citizen s role as contributory from criticizing role. Increase transparency and accountability at local level. Getting report along with geographical location of concern in a seamless manner. A complete DSS (Decision Support System) solution backed by a comprehensive MIS structure. To help chairman to prioritize the action plan. Strengthening administrative responsiveness.

offer better municipal service Background The need to create common platform to bring citizen into local governance through municipal operation to provide a range of services to improve the quality

2 The Approach Taken The CRM package was developed on Visual Studio 2005 and.net 2.0 frameworks. The map was an integral part of the project so Google map was chosen as one map source. The execution of the project was done in four parts. 1.Generation of c# based code for server side activity as administrative log in, database updation, others 2. Generation of java script (using Google map js files) based GIS functionalities 3. Generation of stored procedures triggers in SQL Server Integration and deployment of all the above mentioned code in server environment.

Generation of c# based code for server side activity as administrative log in, database updation, others 2.

3 Citizens Section: For this section following functionalities will be available: A map display area where the concerned municipal boundary will be displayed by default Basic GIS tools: Zoom In Zoom Out Polygon Pan Circle Concern Lodge Facility: Citizen can lodge their Concern by providing following information which is readily available under various drop downs: Concern Type Type of problem Location of Concern Street Comments (brief description of concern) Query Facilities: Citizens can generate query on various categories to view the status of any concern in any ward irrespective of their registration status (i.e. whether a registered citizen or not) 1. Ward No: The user can choose the ward 2. Date Range: The user will be allowed to choose the date range Type of Concern: A list of Concern (i.e. Sewerage, Drainage, Road etc.) would be available to generate query.

Location of Concern Street Comments (brief description of concern) Query Facilities: Citizens can generate query on various categories to view the status of any concern in any ward irrespective of

4 Executive Corner interface with circle analysis: The Executive Corner further can be classified into three categories: Data Center Assistant/Sub-Assistant Engineer Executive Engineer Executive Engineer will be allowed to edit all lodged concerns. He will be the person who will close the complaint and add his comments. Also he can view the comments and status of all complaint from his service area based on ward and date

5 Political Corner:- The Political level platform is Political Corner where Chairman, CIC and Councilor will be allowed to view thematic and tabular representation of his service area complaints displaying the status of problems in different ward based on different service area and date. Chairman will be the person who will close the concern and add his comments.also he can view the comments and status of all Concerns from his chair based on ward and date.

problems in different ward based on different service area and date.

6 Municipality Period of Execution One-Time Implementation Charge Charges for Software Services Monthly Total Total Charge Months Charge Total Order Value Kanchrapara Naihati Beharampur Dec 08 to Nov 09 Mar 09 to Feb 10 Nov 08 to Oct TOTAL ORDER VALUE (Rs.)

Beharampur Dec 08 to Nov 09 Mar 09 to Feb 10 Nov 08 to Oct 10 100000 5000 12 60000

Analysis One Code Desc. Transaction Amount. Fiscal Period

Analysis One Code Desc. Transaction Amount. Fiscal Period Analysis One Code Desc Transaction Amount Fiscal Period 57.63 Oct-12 12.13 Oct-12-38.90 Oct-12-773.00 Oct-12-800.00 Oct-12-187.00 Oct-12-82.00 Oct-12-82.00 Oct-12-110.00 Oct-12-1115.25 Oct-12-71.00 Oct-12-41.00