Detailed Project Report. for. ERP based e-governance at. Pune Municipal Corporation

Transcription

1 Detailed Project Report for ERP based e-governance at Pune Municipal Corporation Pune Municipal Corporation Prepared by ΠωΧ

2 Table of contents GLOSSARY OF TERMS... 4 EXECUTIVE SUMMARY Sector Background Context and Broad Project Rationale Other Projects under JNNURM Existing e-governance projects Project Rationale Project Approach Project Definition and Salient Design Features Project Definition Broad Scope Salient Features of the Proposed e-governance Application Project Scope in Detail MIS Birth & Death department Property Tax Department Water Supply Department Grievance information system Building Permission Department E- Procurement Project systems Department Food & Market Licenses Solid waste Management Fleet Management Accounts Department Establishment Department Employee self service module Web portal Module Citizen service centre module DMS and Workflow Management module Welfare scheme module Hospital management Asset management Department Land and Estate management Material management Department Residence ID Legal Department Municipal Secretary Audit Department Module GIS Implementation Methodology Proposed Solution Architecture Solution Features Pune Municipal Corporation Page 2 of 143

3 4.3 Implementation Approach Implementation Schedule Key Challenges / Risks Capacity Building Change Management Cost Estimates Server Infrastructure Costs MIS GIS Other Costs Total Capital Cost Operational Expenditure (Per Year) Year-wise Break-up of Project Costs Project Financing Structuring Benefits Envisaged and Assessment Framework Benefits envisaged from the project Assessment Framework Annexure I : Business Process Re-engineering being undertaken at PMC as a part of the project Annexure II : Analysis of Existing Modules at PMC Annexure III : Specifications for IT Infrastructure Components Pune Municipal Corporation Page 3 of 143

4 GLOSSARY OF TERMS Sr. No. Acronym Full Form 1 BOOT Build-Operate-Own-Transfer 2 CAPEX Capital Expenditure 3 CPU Central Processing Unit 4 DPR Detailed Project Report 5 GIS Geographic Information System 6 GoI Government of India 7 GoM Government of Maharashtra 8 ICT Information and communication Technology 9 ISP Internal Rate of Return 10 IT Information Technology 11 JNNURM 12 LAN Local Area Network 13 NPV Net Present Value Jawaharlal Nehru National Urban Renewal Mission 14 NSG National Steering Group 15 O&M Operation and Maintenance 16 OPEX Operating Expenditure 17 OS Operating System 18 PC Personal Computer 19 PMC Pune Municipal Corporation 20 PPP Public Private Partnership 21 RFP Request for Proposal 22 SI Systems Integrator 23 TAG Technical Advisory Group 24 ULB Urban Local Body Pune Municipal Corporation Page 4 of 143

5 EXECUTIVE SUMMARY The National e-governance Plan (NeGP) approved by the Government of India includes many high impact e-governance initiatives and projects that have been identified as Mission Mode Projects (MMP s). One such MMP focuses on e- Governance at Municipalities. Ministry of Urban Development (MoUD), has announced the scheme to assist the e-governance projects at Urban Local Bodies in 35 cities with population of above 10 lakh as per 2001 census and would be implemented as a part of JNNURM. The present document is a Detailed Project Report for the e-governance Project at Pune Municipal Corporation and has been prepared as per the guidelines published by Govt. of India (GoI) for the above mentioned scheme. PMC s Vision (as articulated in the CDP) An economically vibrant and sustainable city with diverse opportunities and rich culture; where all citizens enjoy a safe and liveable environment with good connectivity PMC s Mission (as articulated in the CDP) Commitment to being the principal facilitator and provider of services through dedication to achieve excellence in civic amenities provision and a Responsive, Accountable, Modern, Simple, and Transparent Administration. PMC believes that e-governance is an opportunity to transform the corporation s commitment to be citizen centric, provide cost-effective services and enhance governance through improved access to accurate information and transparent and responsive democratic institutions. Thus e-governance is no longer an experiment in administrative reform but a permanent part of the governing process. For both government organizations and citizens, its advantages are far reaching in comparison to investment in establishing e-governance. This document covers detail scope of the proposed e-governance project, the cost estimates and Project Management Strategy. Pune Municipal Corporation Page 5 of 143

6 1. Sector Background Context and Broad Project Rationale Pune Municipal Corporation (PMC) is one of the largest and leading Urban Local Governance Body in Maharashtra. It is committed to provide transparent, accountable and efficient local governance through the use of modern technologies especially in management and administration fields. It has decided to embrace Information Technology in the form of e-governance as a tool towards this goal. PMC covers an area of over about 237 Square Kilometres, catering to the civic needs of over 25 lakh citizens. Most of the functions carried out by this Corporation are service oriented, and have been already computerized to larger extent as mentioned under section 2 of this document. There are 144 wards and 42 Citizen Facilitation Centres (CFC s) across Pune through which various services are rendered to the citizens. Better IT systems are required to integrate all the workflows seamlessly for a faster and efficient service to the citizens, employees, administrators and compotators. 1.1 Other Projects under JNNURM Sr. No Project Title Augmentation up gradation of sewage treatment plant and pumping station in city of Pune Renewal & Management of sewerage of drainage disposal system in Pune Construction & Improvement of Drains to Prevent contamination of natural water bodies & development of heritage site along in Pune. Sharing of Project Cost (in lakhs) GoI State PMC Road network & urban transport- BRT-Pilot BRTS (Development & Infrastructure for Commonwealth Youth Games 2008) Bus Rapid Transit (Phase-I) for Pune City Subways On Baner Road Sangamwadi Approach Road Construction of Subways (4nos) on Nagar Road Total Grand Total Existing e-governance projects Pune Municipal Corporation (PMC) has always been on the forefront of ICT enablement of services and departments to render faster and more efficient services to the citizens. PMC is truly on its way to become a Pune Municipal Corporation Page 6 of 143

7 complete e-governed Urban Local Body in the country. Some of the unique initiatives of PMC are Registration of Births and Deaths: Birth and Death registration is already computerized. Online registration facilities are available and computerized certificates are being issued to citizens. Public Grievance Redressal: As part of interactive web portal of PMC grievance readdressal system already in place. Property Tax Management: Property tax database is computerized and demand notes are issued by this database. Property tax dues are regularly updated online. Property tax payments and collection is also facilitated through ICICI Infinity Internet gateway. Municipal Accounting System: The present Cash based Double Entry accounting system is already computerized. This system is proposed to be converted to computerized Double Entry Accrual System on an ERP platform and the process for the same is already initiated. E-Procurement: Interactive website for information on tenders of all departments is in place. Personal Management: Payroll & Pension System is already commissioned This includes Biometric Time & Attendance System.The system is currently being integrated with the payroll system. Payment of Property Tax, Utility Bills and Management of Utilities that come under the ULBs Online windows for payment of Property Tax & Water Bills have been initiated from the Head Qtrs., zonal offices & Citizen Facilitation Centers of the PMC. Building Plan Approval: Building plan permission process is fully automated and made available online on the interactive website of PMC. G.I.S.: GIS based property tax reforms are planned to be implemented Unwire Pune : PMC is one of the first governance bodies in the country to launch a project for providing Wi-Fi connectivity across the city. Through this initiative Unwire Pune, Pune Municipal Corporation (PMC) proposes to deliver a solution to the citizens, businesses and academic institutions to enable to seamlessly connect to the internet in a relatively easy manner. As much as providing basic facilities such as drinking water supply, sewerage, power, roads etc, PMC would like to provide basic IT infrastructure such as stable internet connectivity to its citizens and also Pune Municipal Corporation Page 7 of 143

8 offer compelling business and cost models to attract and sustain major ISP businesses in Pune. 1.3 Project Rationale Looking at the challenges faced due to rapid growth of Pune city, there is increasing need to have a comprehensive, integrated, ERP based e- Governance model. Such a system will also help administration to adhere to the reforms agenda set by PMC in it s CDP. This reform agenda is given below: Promote people centric administration : Common citizens should get the benefits of the system of accurate billing. Corruption should be avoided. Move from process accountability to productivity accountability and from transactional to transformative governance : The process is computerized to increase productivity. Each department of the corporation has reports giving exact statistics of how accountability is achieved through the system. Reduce delays and ensure promptness in delivery of services : Computerization would ensure timely delivery of accurate service. e-administration : Improve administrative processes by cutting cost, managing performance, making strategic connections within the local Pune Municipal Corporation Page 8 of 143

9 bodies and creating empowerment E-Citizen and E Services: Connect citizens to the local government by talking to citizens and supporting accountability, by listening to citizens and supporting democracy and by improving public services. Citizen Centric Organisation : PMC has taken a lead in e- governance projects. Presently it has displayed a true citizen centric project through Citizen Facilitation centres. PMC would like to augment this citizen centricity by providing many more services at different service delivery channels. 1.4 Project Approach In order to implement a comprehensive, integrated, ERP based e- Governance model, PMC, through an open tender appointed M/s. PricewaterhouseCoopers Pvt. Ltd. (PwC) as the Project Management Consultant. Tasks undertaken by PwC are given below : Detail study of the PMC departments and preparation of AS-IS document Preparation of Functionality Scope for the To-Be processes in consultation with the department. Objective Analysis of the existing e-governance solutions at PMC. Details of this analysis is given in Annexure II. As per this analysis, it is recommended to continue with AutoDCR and Octroi Software while other software needs to be replaced by functionally and technically superior software. The current software, although work satisfactorily in isolation, it will be difficult to integrate them with the proposed ERP based e-governance model. However, PMC has taken steps to ensure that the valuable data generated by these systems gets appropriately used. PMC now intends to publish open tenders to identify the Systems Integrator to supply, implement and support the comprehensive e- Governance system. Detail scope of these tenders and the project timelines is given in the following sections. Pune Municipal Corporation Page 9 of 143

10 2. Project Definition and Salient Design Features 2.1 Project Definition The objective of the current project is to provide efficient services to citizens, administrators and comparators by implementing ERP Based Solutions to enable PMC s processes and workflows. Key objectives of this project are as follows: Improve the quality of Citizen Service Delivery System and offer these services with optimal effectiveness and transparency. Allow data sharing across different departments, thus bringing about the efficiency in administration functioning. Facilitate the decision making process of top management by furnishing the right information at right time. Help different departments to improve their revenue collection efficiency. Harness the use of technology to create sense of achievement amongst employees and citizens 2.2 Broad Scope The project can be broadly divided in 4 sub-sections as given below : A] Management Information System (MIS) MIS is envisaged to undertake Enterprise Wide Resource Planning approach, enabling PMC to use various data in most optimal way and provide services to citizens in efficient and effective manner. Various functional modules to be covered under MIS are given below: a) Birth & Death Department Module b) Property Tax Department Module c) Water Department Module d) Grievance Information System e) Building Permission Module f) e-procurement Module g) Project Systems h) Licenses (Food & Market) Department Module i) Solid Waste Management Module j) Fleet Management System k) Accounts Module l) Human Resource Management System m) Employee Self Service Module n) Web Portal o) Citizen Service Center Module p) Document & Workflow Management System Pune Municipal Corporation Page 10 of 143

11 q) Welfare Schemes Module r) Hospital Management System s) Asset Management System t) Land and Estate Management Module u) Material Management System v) Resident ID Registration Module w) Legal Module x) Municipal Secretary Department Module y) Audit Department Module B] Geographical Information System (GIS) GIS is a boon for urban managers and can be used to bring in much needed effectiveness in city planning and it s management. Main aim envisaged while planning GIS at PMC is the creation of decision support system to assist the administration in effective management of the Urban Local Body. Broad Scope of GIS Project is given below : Supply and maintenance of GIS Platform Customised GIS Application (to integrate Spatial information with the proposed MIS) Creation of geo-spatial data on Buildings, Water Drainage, Roads, Sewerage, and other Public utilities Procurement of Satellite Image of 0.6 meter resolution and creation of final up-to-date base map of PMC. C] Other IT Applications In order to support the proposed MIS and GIS applications, various other IT Management solutions are required. The list of such requirements is given below : a. RDBMS b. Application Server for MIS c. Application Server for GIS d. Web Server D] Server Side Infrastructure Along with IT Management Applications specified in above section, PMC would also require the basic Server Side Infrastructure to host various Applications. List of such Infrastructure Components is given below : a. Database Server b. Application Servers c. Web Servers d. Domain Server Pune Municipal Corporation Page 11 of 143

12 2.3 Salient Features of the Proposed e-governance Application A] Citizen Interface features The proposed system is expected to establish an extremely smooth citizen interface. The focus has to been on maximizing the citizen convenience in availing various services of PMC and obtaining them with speed and certainty. Certain design features with reference to Citizen Interface are described below: a. Simplification of the Application Forms : Application forms for all the citizen services will be simplified and will have common design. These will be available even on PMC Web Portal for citizens to fill them up and submit electronically. b. Multiple Channels for Service Delivery : Citizen will be able to avail various PMC services through multiple channels as listed below: i. Online Portal ii. Un-manned KIOSKs iii Agents appointed by PMC (Internet Cafes, CSCs, etc.) ii. Citizen Facilitation Centres B] Integrated Application Software PMC intends to implement the holistic and integrated e-governance system. Different modules need to be seamlessly integrated with Accounts and other modules so that data duplication doesn t happen and PMC is able to build strong foundation for decision support system. PMC thus has planned for ERP based Application Software. C] Scalable Application Design The Project will mark beginning towards building Information Base for tomorrow s hi-tech Pune. It is thus imperative that the Application Software has the capability to scale up to tomorrow s requirements like given below : Managing the entire Property Life Cycle (Data Collaboration between various govt. departmental systems right from Land Records Department, Registration Department, Building Permission Department, Property Tax Department, Water Department, Licenses Department, Electricity Department, etc.). Maintaining Information on Citizen Life Cycle (Right from Birth to Marriage, Health, Education, Driving License, Interactions with PMC, Death) Pune Municipal Corporation Page 12 of 143

13 3. Project Scope in Detail Entire Software Application is being divided into two broad categories MIS and GIS. MIS will cover entire e-governance System except for GIS. Reason for separating GIS from other systems is that it is a specialized field and competition will get restricted if PMC decides to procure the services for both these systems from a single Systems Integrator. 3.1 MIS Birth & Death department Introduction Health department takes care of the health in general of the people within the corporation limits. The department runs many health schemes like D.P.T., Polio, Measles and other deceases. Most important customer centric process the department has is the registration of Birth and death of the citizens. Also department has the responsibility of issuing the food licenses. Birth & Death department objective is to register the Birth and Death within the corporation limit, also issue the certificate for the same. General statistics Number No. of PMC run Hospitals / Nursing Homes: General hospital : 2 Nursing home : 14 Mother child care : 5 Family planning centre : 7 ICDS : 2 +5(New) Dispensary : 29 Services delivered by the department: Birth and Death Certificate Birth and Death Registration Birth and Death Registration-Delay Correction of Registration details Cremation Certificate Registration and Certificate for still birth Registration of birth for delivery at home Issues with current functionality and how to address the same a] Software is not designed as per the Corporation requirements and requires quite frequent changes. Pune Municipal Corporation Page 13 of 143

14 [Resolution] Software need to be rebuilt considering the certificate format and necessary validation. b] Old data is not available through the system. For old data the still manual register are looked in, consuming lot of time and delay ion customer service. [Resolution] All the past record needs to be feed-in into the system on priority. To Be Departmental Functionality Birth and Death certification application will be part of the citizen services delivery module. Authorization based access rights to the registered Hospitals / nursing homes for registration of Birth & Death. Workflow solution will be used for the approval of the process. Web based interface for delivery of the certificates for the existing users through CFC / Kiosk or any other delivery mechanisms. Complete audit trail will be maintained to track the total certificate(s) printed by each user id. It will have integration with the accounts for real time analysis of the collection made and the certificates issued. Integration with the GIS system. Pune Municipal Corporation Page 14 of 143

15 Pune Municipal Corporation Page 15 of 143

16 Functional Scope of the Proposed Birth & Death Module A] Registration of Birth / Death Functionality Registration of Birth (Hospital / Home / Jail / etc.) o Normal & Delayed Registration o Child Details Gender, DOB, Time, Weight, Name, Birth Place etc. o Parent Details Name, Address, Qualification, Occupation o Delivery Method, Informant Details, Attachments in case of delayed registrations Registration of Still Birth o Feotal Death Cause along with other birth registration details Child Name Insertion Registration of Death o Normal & Delayed Registration o General Details Gender, DOD, Time, Name, Attention type, Pregnancy related Death o General Details Death place type, death place, Cemetery type, Informants Details o Medical Certificate Details - Death Cause, Death Manner o Create link with Birth Database by giving lookup while registering the death Online Registration of Birth / Death by Hospitals through proper Authentication Defining charges For Birth and Death Services o Delay Charges based on no. of days of delay o Birth Certificate charges o Death Certificate charges o NOC charges For Birth & Death o Child Name Insertion charges Linking of Birth / Death with Property Tax & GIS Database B] Citizen Services Issue of Birth Certificate o Free Copy as per rule. o Charges for additional copies o Search Charges Generation of On-line Certificate with auto generated Integration required with GIS (for marking the hospital + parents address) GIS (for marking the location) Web Accounts Property Tax / GIS CFC, Accounts Pune Municipal Corporation Page 16 of 143

17 C] MIS letter by the department confirming the authenticity of the Certificate Birth Registration Correction Issue of NOC for Birth Death Certificate Death Registration Correction Issue of NOC for Death Issue of Cremation Certificate Online Birth / Death Certification Integration with Web to validate the Birth / Death Certificate Variety of Reports to be sent to State / Central govt. authority Monthly Summary Report of Birth Monthly Summary Report of Still Birth Monthly Summary Report of Death Birth Reports for Polio Vaccination Drives Birth / Death reports for various Health Schemes PNDT report Reports to Health Department w.r.t. Death Causes in a particular period, for particular location Reports to analyse services delivered through various delivery channels D] Other Requirements Data Porting / Data Entry Suite Search of Registration No. by various parameters like name, date of birth / death, hospital name etc. Web portal, Accounts Web Portal GIS Pune Municipal Corporation Page 17 of 143

18 3.1.2 Property Tax Department Introduction Property tax is one of the main sources of revenue for the PMC. Residential and commercial properties, situated within the limits of PMC, are assessed for tax. Property tax is tax on immovable or tangible real property such as land, buildings and permanent improvements. Based on such assessments, all the property holders are expected to pay the property tax. Property Tax may comprise of basic house/building tax plus service taxes such as street tax, and conservancy/scavenging tax. It is collected either half yearly or annually. Property tax department is responsible for billing & collection of property tax for all residential, commercial, open plots and other types of properties within PMC limits held privately or by government (state & Central). General statistics: No. of Properties upto 30-June 2008 Residential : Open Plot : Non Residential : Residential + Non Residential : Various Citizen Services given by the Dept. Title transfer Self assessment NOC Solar system benefit Vermiculture project benefit Rain water harvesting benefit Freedom fighter benefit Owner occupancy benefit Slum rehabilitation properties Exempted properties Total Demand for Rs 688 Crores (Approx) Total Recovery for Rs 265 Crores (Approx) Total Staff strength in Prop. Tax Dept. Approx. 120 departmental staff. Approx. 100 Ward office staff. Pune Municipal Corporation Page 18 of 143

19 Issues with current functionality and how to address the same a] Building completion certificate should accompany list of property / flat owners, flat numbers and carpet area. Currently this is not provided resulting in additional efforts in the Property tax department. [Resolution] ERP will help Property tax department and Building permission department share their data. As soon as the building completion certificate is issued, the same information will be available to the property tax dept. The information available could be Flat no, carpet area, owners and other details. b] Ward wise reporting of arrears and Yearly Tax Demand of property tax details are not available online in ward wise civic centre collection report. [Resolution] MIS will help generate Ward wise reporting of arrears, Yearly Tax Demand property tax details and ward wise collection details. c] Cases where the ARV is changed and a differential bill is generated, total arrears till date is not printed on the assessment difference bill (green colour bill). [Resolution] ARV values for each of the region will be decided once and updated into the ERP solution, System will auto calculate the ARV for each registered property in PMC and generate the bills. d] For change of ARV value / change of name /change of flat number etc should be reflected in the application (date of change) and even tax arrears should be reflected for old status and new status. [Resolution] ERP will have relational data base. Any change in the mentioned will be reflected all across. e] Particulars of the occupant is not similar on bill and receipts. [Resolution] Standard forms will be designed which will access information from single database. f] Only few activities of the department are automated. Most of the processes are Manual and requires file movement. [Resolution] Putting workflow and Document management System in place will help most of the department processes automated with inbuilt logic for the file movement. Pune Municipal Corporation Page 19 of 143

20 g] At time the payment gateway does not work properly. Resulting into citizen dissatisfaction and employees extra effort to resolve the issues. [Resolution] The system should be designed in using standard set for the web based application and comply the requirements of the gateway payment. To Be Departmental Functionality RV calculation & Property Tax Generation Billing & Payment of Property Tax Pune Municipal Corporation Page 20 of 143

21 Generation of Notice Citizen Services Pune Municipal Corporation Page 21 of 143

22 MIS Reports Demand / Collection Register Integration GIS Assessment Register Integration GIS Closing Register Ward wise / Zone wise Recovery Reports Integration GIS Tax Defaulter Report Integration GIS Tax wise Recovery details Tax wise Demand details Advance Payment Reports Objection / Hearing Details MIS reports for self assessment, concessions. Functional Scope of the Proposed Property Tax Module Functionality A] Capture of various details of the Property Ward/ Zone/ Block/Route Administration or Geographical divisions Property Holder s Name One or multiple owners Property Holder s ID / Mobile No. Property Holder s Address (Present Address, Permanent Address) Property Location details (Survey No., Chalta No., etc.) Property address Linkage with Building Permission Module to carry forward building details Integration required with GIS Pune Municipal Corporation Page 22 of 143

23 B] Capture of various details required for Property Assessment Type and Sub Type of Property Usage of Property Construction Class / Vicinity Factor / Amenity Factor Age of Building Property tax as per rent assessment. Any other factor required for Assessment C] System based calculation of Ratable Value Room-wise / Flat-wise/ Whole Property Assessment D] Tax Generation Tax Generation as per Rate Chart Tax Exemptions Bifurcation of rates for General Tax, Fire Fighting, Vermiculture, etc. E] Other relevant Details for Property Property history Advance property tax payment Property Rental details F] Other Departmental Process Generation of Special Notice Objection Hearing Property Billing o Individual flat-wise billing/ Property wise billing o Interest Calculation o Consideration of Advance paid earlier Demand Notice Generation Issue of Warrant Notice Seizure of Property Auction of Property Rebate Calculations Automatic mailing of Bills / Notices to the ID Advance / Excess Collection / Refunds Cheque Dishonor and Outstation Cheque charges Facility for online tracking of bounced checks / SMS to be sent to the owner upon transactions G] Citizen Services Change in Property Ownership Accounts Accounts Accounts SMS Gateway / Web Server Accounts Pune Municipal Corporation Page 23 of 143

24 H] MIS Splitting of Property Tax Assessment Duplicate Bill Assessment Certificate Copy of Property Tax Assessment Extract No Dues Certificate Payment of Property Tax Linkage with Grievance module for Property Tax related grievances Demand / Collection Register Assessment Register Closing Register Ward-wise / Zone-wise Recovery reports Top Defaulters Report Occupancy wise / Flat wise report Tax-wise Recovery Details Tax-wise Demand Details Advance Payment Reports Objection / Hearing Details Inspector wise report (Assessment of property as per Building permission / Citizen request / Inspection) Assessment as per citizen / Assessment as per inspector MIS reports for self assessment, concessions. Alerts from License Module upon New License / change in business I] Other Requirements Data Porting / Data Entry Suite Query of Property Dues Scope to link up to Land Records / Registration system Grievance Redressal GIS GIS GIS GIS License Module CFC, Web Pune Municipal Corporation Page 24 of 143

25 3.1.3 Water Supply Department Introduction The water supply department is involved with supplying of water from the reservoir to the consumer. The major responsibilities of the Water supply (distribution) department are: Issuance of new water connection Plumber License Water disconnection, Transfer Billing & Collection General statistics: No. of projects handled (approx.) : Total Capital Expenditure Budget (for 08 09) :75 Crores No. of Technical Staff (grade-wise) :25 Persons Issues with current functionality and how to address the same a] The process for issue of new water connection is manual, the scrutiny is done manually. Often there is delay in giving connections and tracing the application manually is cumbersome. [Resolution] System to calculate size of Water Connection based on various parameters like pressure in source line, length of water connection, no. of families, etc. A workflow can be integrated in the application for online sanction as per DEP and scrutiny of application. b] The process of getting NOC from Property Tax at the time of new connection is manual. [Resolution] NOC s from Property Tax department not to be taken if the required data is available in database. The application should have the Property ID. Citizen need not separately submit NOC from Property Tax Dept. c] There is no process for handling complaints regarding wrong bills. Tracking of complaints not available. [Resolution] Citizen complaints module should be integrated with water billing departments. The complaints should be automatically addressed to concerned authorities and should be escalated if action Pune Municipal Corporation Page 25 of 143

26 is not taken in stipulated time. A facility of tracking applications can also be integrated in web portal for citizen facilitation. Services like Duplicate Bill, No Dues Certificate, etc. to be given across the counter. d] Information is sought manually from road department for road digging charges. No GIS integration is available. [Resolution] Road Digging Charges to be taken from the GIS system. This will ensure that Road Department s time is not wasted in scrutinizing the application. e] GIS integration is not available for recovery of bills. [Resolution] GIS integration with water distribution will help in finding out maximum defaulters in a particular area, concerned officer. Top management can take effective action and decision with the help of GIS. f] Only billing is partially automated and the system is using 2 tier architecture. [Resolution] The system should be deployed on robust 3 tier architecture and web enabled. The process for new connection, integration with accounts, payment collection should be automated and integrated. The system should give MIS reports with ward/zone wise collection details. Pune Municipal Corporation Page 26 of 143

27 To Be Departmental Functionality Pune Municipal Corporation Page 27 of 143

28 A Charges for connection are paid by cash/credit card/ cheque at CFC Integration Accounts SMS notification sent to site engineer for the particular ward/zone Integration HRMS End Functional Scope of the Proposed Water Supply Module A] Citizen Services New water Connection Functionality Closing of Connection (Permanent / Temporary) Change of use Reconnection Issuance of Plumber license Water testing for citizens within PMC limits Renewal of Plumber license B] Defining Various Charges Water consumption Charges for metered and nonmetered connections Water connection charges Scrutiny Charges Deposit for various connection size & category. Water testing rates C] Departmental Process Capture of various details of the Water Connection o Consumer Details- Property Details, Owners Details, Link to Property Number. o Metered/ Non Metered Connections o Multiple Usage type - Domestic, Commercial, etc. Tariff Category. Integration required with Accounts Accounts Property Tax, GIS Pune Municipal Corporation Page 28 of 143

29 D] MIS Connection Details- Connection Size, Distribution Line, Pressure Pressure drop due to new connection on a line. Compliance for No dues for property Tax Meter Information - Meter No. / Make / Cost Meter Restoration Details Scrutiny at various levels for citizen services Road digging charges to be taken from GIS system Facility for recording details of site scrutiny through PDA Work Order Printing for new connections, re-connections and closing of connections. Meter Reading Entry o Meter Reading Data Entry o Meter Cut off- Restoration Scope for PDA based Meter Reading Capture & Bill Generation and uploading of PDA data to system Temporary Disconnection Bill Generation o Billing for Metered and non-metered connections o Billing schedule for different connection category o Consideration of advance paid if any o Interest calculation on arrears o Bill correction Bill Printing Collection from CFC Handling Cheque dishonor and outstation Cheque charges Connection Outstanding Register Bill Acceptance Register Meter reading report Consumption statement List of consumers ward, category & size wise List of connections List of closed connections Ward-wise / Zone-wise Recovery reports Top Defaulters Report Tax-wise Recovery Details Tax-wise Demand Details Advance Payment Reports Bill status for bill generation GIS Property Tax GIS Accounts Accounts Accounts GIS Pune Municipal Corporation Page 29 of 143

30 Faulty Meter Report Illegal connection reports (Based on complains) Water quality test report Ward wise / zone wise / line water pressure report E] Other Requirements Data Porting / Data Entry Suite Query Water Dues Scope for integration with SCADA system CFC, Web Pune Municipal Corporation Page 30 of 143

31 3.1.4 Grievance information system Introduction The main objective behind the Grievance information is that all the complains made by the citizen must be addressed and updated to the citizen. In current scenario most the complains are taken up on phone or mail. Citizen do write letters also to register the complain. Issues with current functionality and how to address the same a] There is no mechanism to track the complaints. [Resolution] The complaints will be monitored and status will be updated to the citizen via SMS / Mail. b] Only way to launch complains are through the phone or writing letters. [Resolution] Complain can be launched from Mobile / / Web. c] Difficult to find the resources to address the complaint. [Resolution] Based on certain parameter the system will automatically route the complain to the respective department. Other Benefits - System will have easy to use Web interface for complain registration. Also the user can register the complain via Phone/ Mail. - Status of the complain will be available online. Also through SMS and mail the citizen will be updated. - Customer feed back can be taken from phone / SMS / mail. Pune Municipal Corporation Page 31 of 143

32 Functional Scope of the Proposed Grievance information system Module A] Masters & Initial Setup Functionality Complaint Type, Sub-types, Capture of Mobile No. of citizen Mapping of Roles to Complaint Sub-type Integration of Complaint Type / Sub-type with Departmental Modules Citizen Charter for each Complaint Type (Define duration of complaint redressal & escalation path in case of nonredressal) B] Complaint Management C] MIS Complaint Acceptance through Citizen Facilitation Centers / Internet / KIOSKs Facility to make Resident ID compulsory for certain complaints Facility to check PMC dues for allowing certain complaints SMS alert to concerned employee Facility to mention the action on complaint Automatic escalation of Complaints (beyond stipulated time frame) SMS alert to citizen upon Action Taken Report Facility to accept citizen feedback on the Administration Action Facility to mark a complaint as fake / invalid (for not considering it in the normal reports or report for Project System) Pendency reports (complaint-wise / Dept.-wise) Top Performers / Least Performers Complaints pending beyond stipulated time frame (complaint type-wise, department-wise, ward-wise, officer-wise) Integration required with HRMS (Employee Master) Property Tax, Water, Licenses, Asset Management, etc. Web / KIOSKs / GIS Property / Water / Licenses Modules GIS Pune Municipal Corporation Page 32 of 143

33 3.1.5 Building Permission Department Introduction Building Permissions is one of the main activity of PMC. The department is involved in granting Building Permissions to Licensed Architects / Engineers / Structural Engineers for construction of buildings within the PMC jurisdiction area. The department works in close association with the Development Plan Section, carries out demolitions of unauthorized constructions, represent PMC in legal matters (affidavits, etc.), resolves complaints about Building Control. The main functions of the department are : Providing Building Permissions to applications from licensed Architects / Engineers / Structural Engineers Involves activities of Plinth Checking and provision of Occupancy Certificates after Commencement Certificate for construction is given to the applicants Carrying out demolitions of unauthorized constructions Represent PMC in legal matters (affidavits, etc.) Resolve complaints about Building Control General statistics No. of application accepted through AUTODCR (Year 07-08) Total applications received per year : 4500 New applications approved per year : 4000 No. of application manually Nil. Issues with current functionality and how to address the same a] NOC is required from Property Tax department for providing sanctions to vacant plots / plots with existing structure where extension to the structure is to be constructed. NOC s are required to be taken from various departments like Land Acquisition, Water supply, Roads, Garden, Encroachment, Development Plan, Drainage, TDR section, Traffic police, Fire, Health etc. [Resolution] NOC s from different departments not to be taken if the required data is available in database. ERP will have help in integration of various departments like Property Tax, Land Acquisition, Water supply, Roads, Garden, Encroachment. Pune Municipal Corporation Page 33 of 143

34 The system will provide data and a lot of time of PMC & Architect will be saved. b] There is no intimation from Building permission department to Property Tax after the completion of respective stages like Plinth Certificate, Completion Certificate, Occupancy Certificate. [Resolution] Integration is required with Property Tax department to give information as soon as Plinth Certificate, Completion Certificate & Occupancy Certificate is given. c] There is no intimation from Building permission department to Water, Roads, Drainage, Traffic after giving Plinth Certificate, Completion Certificate & Occupancy Certificate for advance planning & resource allocation. [Resolution] Integration with Water, Roads, Drainage, Traffic required for giving these departments information soon as Plinth Certificate, Completion Certificate & Occupancy Certificate is given for doing further planning & resource allocation in advance. d] Facility for Digital Signature is not available for approval of proposals. Pune Municipal Corporation Page 34 of 143

35 To Be Departmental Functionality Building Permission : ToBe Format of the application for Building Permission to be made available on the web portal with the checklist of the documents to be attached. Applicant Application is given Online with necessary docs Applicant Application is given through a single window system (on CD with necessary docs) Details of property / Intelligence generated Integration GIS NOC to be taken through workflow from various departments through integrated workflow Workflow for NOC Integration with Departments like Property Tax, Water, Drainage,DP, Health, Fire, TDR, Traffic police The application is checked for all the documents & comments are entered in the system Scrutiny fee is paid through cash/credit card and the challan is issued through system Application No. is auto generated & Plan and Drawings uploaded into the system SMS Notification for site visit, if required is sent to Building Inspector & Architect Integration HRMS Building Inspector (J.E.) Rejection if documents are not correct Site visit is done by the Architect and the Building Inspector (with the help of PDA for photo/data of site visit) Integration Details of the property to be taken from GIS Approved Building Inspector (J.E.) Objection Scrutiny is done (Document validation, Non-technical & Technical Scrutiny using AutoDCR software) Integration Scrutiny to be handled by workflow system Asst. Engineer Objection Approval & Modifications done if any through system Workflow for approval Higher Authority for Discretionary Power etc. Development charges are paid by the applicant by cash/credit card/online and receipt generated through system Integration Accounts Commencement of Issuance of certificate to be generated from the system workflow A trigger through workflow to be given to Property Tax, Water, Drainage dept that building permission is given. The attribute details should be filled in GIS layers on base map. Manual Auto / System Pune Municipal Corporation Page 35 of 143

36 Functional Scope of the Proposed Building Permission Module A] Citizen Services Layout Approval Functionality Building Permission / Commencement Certificate Revised Building Permission Renewal of Building Permission Plinth Completion Certificate Occupancy Certificate Cancellation of License Architect License Zone Certificate Transfer of Development Rights Certified copy of plan Old property data retrieval RTI Apply online for information related to proposal Single complaint can be handled by multiple department Online submission facility should be made available for registered Architects B] Defining Charges Development Charges Scrutiny Charges Other Charges C] Departmental Process D] MIS Scrutiny of Applications Site Reports NOCs from different departments Alert to be sent to Property Tax Department after issuance of Building permission, Plinth, Completion & Occupancy Certificate (Color code based GIS system) Versioning of proposal for more than one iterations Facility for query for the stage of completion to be made available Advocate dates for departmental cases Audit objection / para for departmental cases TDR awarded information Integration required with CFC, Accounts, GIS AutoDCR, GIS, HRMS Workflow System Property Tax, GIS AutoDCR AutoDCR, GIS Legal Audit Land & Estate Pune Municipal Corporation Page 36 of 143

37 Application Pendency Report Building Permissions / Occupancy Certificates taken for a particular period List of Building Permissions taken but Occupancy Certificate not Taken Impact analysis for Drainage / Water based on the building permission give. Revenue Related Reports (Scrutiny Charges / Development Charges) / SMS to be sent to the applicants A] Other Requirements Data Porting / Data Entry Suite Integration with AutoDCR Generation of Alerts to other departments w.r.t. infrastructure requirements, upon completion certificate GIS SMS Gateway / Web Server Workflow, Projects, SWM, Water Pune Municipal Corporation Page 37 of 143

38 3.1.6 E- Procurement Introduction The tender cell in the corporation is responsible for the publication and sale of the tenders. The publication of the tenders is outsourced to an organization and the same organization do the publication and upload of the tenders on the online system. Also the sale of the tender happens online. The proposed E-Procurement module will empower the PMC to Covers full life cycle of purchasing (indent to receipt of goods), Connects buyers and suppliers through electronic exchange of Tenders, catalogs, contracts, POs, invoices etc The basic responsibility of the Tender Cell of PMC is the sale and processing of tenders of various departments of PMC. Currently only the sale of the Tenders is done through online system. Issues with current functionality and how to address the same a] Only the sale of the tender is online and rest other activity is still being done manually. [Resolution] E-Procurement module will be Online and will allow all the activity to be carried out through computerization. b] Most of the time the tender document requires multiple interaction with the concern department, this is very time consuming activity. [Resolution] Web based workflow system will help enhance real time interaction with the departments and will empower to take quick decision. Functional Scope of the e- Procurement Module Functionality A] E-Tendering Web-Site Functionality Firms should be able to register with various essential data FAQs for all tender related queries Registered firms should be able to view various published tenders and essential information in user friendly manner Secure Login authentication Auto-generation of various communications to the registered bidders (SMS / s) Integration required with Web Portal, Payment Gateway Pune Municipal Corporation Page 38 of 143

39 B] Tendering Functionality C] MIS Raise Indents as per the requirement. Receive indents Generation of information for press Advertisements Check-list for Tender Notice Publish Tender Notice Check-list for Tender Terms & Conditions Publish Tender Document Reports to assist Tender Document preparation Purchase of Tender Documents Submission of bids (Commercial & Technical) Technical bid evaluation Cross-check of vendors with Vendor Database and their previous records Commercial bid evaluation Cross-check of rates with similar projects in past Award of contract Technical Bid Comparison Reports Financial Bid Comparison Reports List of Vendors registered Web Portal Web Portal Accounts, Web Portal, CFC Web Portal Projects Pune Municipal Corporation Page 39 of 143

40 3.1.7 Project systems Department Introduction The projects department will cater to set departments those execute large public works. These departments includes Roads, Drainage, Water Projects, etc. Issues with current functionality and how to address the same a] Information exchange with Land Acquisition, Tender, Water Supply, Roads, Development plan department is manual. [Resolution] System can allow seamless data exchange with respect to Land Acquisition, Tender, Water Supply, Roads, Development plan etc. System alerts can help to avoid delays in different departments, GIS can help in integrating information with respect to reservations, water pipelines, etc. b] The activities in the Project department are mostly manual. Billing is done manually & there is no integration with Accounts. [Resolution] Billing has to be done through the Project Systems (WMS) module. The activity milestones can be incorporated in system for Project monitoring and approval of bills. The scrutiny of the work-item bill should be done in the system by the engineer and remarks are to be entered in the system. Integration with Accounts required for budget sanction, Asset creation, Project cost monitoring. The process of checking & measurement of the bills is to be done in the system and sent online for approval as per DEP to concerned officers. System should calculate penalties in case of delays in achieving milestones. The bills are to be sent online to audit dept. for checking & payment to contractors. c] No system support to define Project Milestones & track work execution. [Resolution] Project Milestone definition can be done through Project system Module (WMS). The activity milestones are to be incorporated in system for Project monitoring and approval of bills. System should calculate penalties in case of delays in achieving milestones. Monitoring of the project cost against the estimated value should be done through Project system Module (WMS). Time & Resource monitoring against the planned milestones & estimated resources can be done through Project system Module (WMS). Pune Municipal Corporation Page 40 of 143

41 To Be Departmental Functionality Start Project initiation is done by dept. by defining new project Integration GIS Selection of Department, Officers for scrutiny Integration HRMS Selection of Budget Code Integration Accounts Project estimation : Identification of different items, defining units, Selection of DSR / ESR / WSR rates Preparation of Measurement Sheet, Abstract Sheet, Rate Analysis sheet, Recapitulation sheet Integration Accounts Defining various Milestones Technical sanction as per chart of competant authorities Integration Workflow system Administrative sanction as per delegation of powers Integration Workflow system Generation of information for press tender, checklist for tender notice Publish Tender Notice & document, check list on Web Portal Integration Web Portal Purchase of Tender Documents by participants by cash, credit card, Account Integration Accounts, Web Portal, CFC No Submission of bids manually Is bid submission online? Yes Online Submission of bids Integration Web Portal Technical bid evaluation through system as per chart of competant authorities Integration Workflow system Commercial bid evaluation through system as per chart of competant authorities Integration Workflow system Award of contract Milestone entry for the project A Manual Auto / System Pune Municipal Corporation Page 41 of 143

42 A Project execution : Measurement Book Entry, quality control, Monitoring of progress through system Notices to vendors (for delay, for poor quality, any other reason) Levy of Penalty Integration Accounts Generation of Account Bills & Billing for extra items through system Integration Accounts Generation of Completion certificate on completion of project MIS reports for Milestone monitoring, Budgeted Expenditure Vs. Actual Expenditure,Measurement Sheet / Abstract Sheet / Rate Analysis Sheet / Recapitulation Sheet & Project Summary Sheet End Manual Auto / System Functional Scope of the Proposed Project Systems Module A] Project Initiation Defining New Project Functionality Selection of Department, Officers for scrutiny Selection of Budget Code B] Project Estimation Identification of different items, defining units Selection of DSR / ESR / WSR rates Preparation of Measurement Sheet Addition of specifications not included in standard DSR (for special items) Preparation of Abstract sheet Preparation of Rate Analysis Sheet Preparation of Recapitulation Sheet Integration required with HRMS Accounts Accounts Pune Municipal Corporation Page 42 of 143

43 Defining various Milestones C] Technical Sanction Workflow for Technical sanction as per chart of competent authorities Workflow system to support To & Fro movement of proposal D] Administrative Sanction Workflow for Administrative sanction as per Delegation of Powers(DEP) Workflow system to support To & Fro movement of proposal Negotiation E] Tendering Generation of information for press Advertisements Check-list for Tender Notice Special conditions for contract if any Publish Tender Notice on Web Portal Publish Tender Document on Web Portal Reports to assist Tender Document preparation Check-list for Tender Terms & Conditions Purchase of Tender Documents Submission of bids Submission of bid Technical bid evaluation Cross-check of vendors with Vendor Database and their previous records Commercial bid evaluation Cross-check of rates with similar projects in past Award of contract Milestone entry F] Project Execution Project Scheduling Measurement Book Entry Monitoring of progress Quality Control Notices to vendors (for delay, for poor quality, any other reason) Levy of Penaly G] Billing & Completion Certificate Running Account Bills Workflow System Workflow System Web Portal Accounts, Web Portal, CFC Manual Web Portal Accounts Account Pune Municipal Corporation Page 43 of 143

44 Billing for Extra items Completion certificate on completion of project H] MIS Reports Project wise comparison of Budgeted Expenditure Vs. Actual Expenditure Milestone Monitoring Report Measurement Sheet / Abstract Sheet / Rate Analysis Sheet / Recapitulation Sheet Technical Bid Comparison Financial Bid Comparison Billing Information Project Summary Sheet Reasons for delay in achieving milestones to be tracked. The responsible party for delay to be identified like any PMC dept. or contractor. Reports / Alerts through other systems for New Projects Building Permission Module Grievance Redressal Module Alerts for Road Re-surfacing / Repairing Cross-departmental information as alerts while defining new projects Eg. : Water Department shd get alerts for Pipeline laying, if the Road is being prepared / re-surfaced / Repaired I] Other Requirement Registration of contractors Up-gradation of contractors data / Blacklisting of contractors Contractors Register Confidential Register of Contractors Road register (Traffic / Road history / Defect liability) PWD register (Works manual/ accounts manual/) IRC standard Bridges register (history / annual maintenance / Continuous monitoring) Monitoring of Sewerage treatment plants. History & all the relevant data like BOD, COD, Suspended solid etc for raw sewage & effluent, electricity consumption, MPCB reports etc) Monitoring of Hot mix plant (material stock, consumption etc) Accounts GIS GIS Pune Municipal Corporation Page 44 of 143

45 3.1.8 Licenses department Introduction PMC issues various types of licenses like Food Licenses, Market Licenses, Nursing home registration, Dog licenses, Pre conception & pre natal diagnostic techniques licenses, etc. License department s main objective is to issuance of new license keeping in mind various pre-requisite factors. Also renewal of the existing licenses is undertaken. General statistics for Food Licenses: Type of food License - 44 types of Manufacturing & Packaging - 12 types of Retail No. of Licenses by Food Department Licenses under P.F.A Licenses under B.P.M.C. Act Nursing home registrations Dog Licenses P.N.D.T. Registration Issues with current functionality and how to address the same a] All the processes of the departments are not mapped. Still file travels manually to the Department head, causing delay in issuance. [Resolution] Workflow & DMS will enable movement of files electronically and faster approval of the same. b] Certificates are not computer generated. [Resolution] Computer prints can be accepted as legal licenses. Pune Municipal Corporation Page 45 of 143

46 To Be Departmental Functionality Applicant CFI The solution will be part of the citizen services delivery module. Citizen can submit the application online and once approved will be able to pay the license fee online through Payment gateway. Also the citizen will be able to see the status of its application online. The system will have integration with the Accounts section. Pune Municipal Corporation Page 46 of 143

47 Functional Scope of the Proposed Licenses Module B] Citizen Services Issue of New License Duplicate License Functionality Change in Name of Business Change in Business Transfer of License Renewal Of License Cancellation of License C] Issuance of License Capture of License Details o License Holder s Details One or multiple owners o Capture of Mobile No. / ID o License holder s photograph(s) (optional) o Link to Property Number (optional) o License Details Temporary/ Permanent License, Name of Business, Business Address, o Trade/ Business Details License Type, Subtype - multiple levels to define types and sub types. o License type, sub-type, unit of measure wise license amount. Calculation of License Fee License Certificate D] Other Departmental Process E] MIS Scrutiny of Applications Inspection Entry Generation of Show cause Notice Hearing Reminder Notice for Renewal Cancellation of License by Force License Register List of Defaulters Reminder Notice for Renewal Demand / Collection Register Reports showing Changes in License Types, Business Partners, Cancellation Licenses, etc. Integration required with CFC, Accounts Property Tax Assessment Workflow System GIS Pune Municipal Corporation Page 47 of 143

48 Facility to forecast the impact of reduction / deduction of License Fee Reports w.r.t. Bills / Notices generated / SMS to be sent to the owner upon transactions F] Other Requirements Data Porting / Data Entry Suite SMS Gateway / Web Server Pune Municipal Corporation Page 48 of 143

49 3.1.9 Solid waste Management Introduction The basic responsibility of the Solid waste management department of PMC is the collection, transportation and disposal of solid waste. Solid waste collection in PMC is handled through primary & secondary collection. Primary involves house to house collection while secondary is through the containers placed at identified locations in the PMC limits. Secondary collections through containers is phased based on the location, the expected waste generated in the area and the availability of vehicles for collection. Around 700 containers are identified for daily collection while some may have the waste collected at a lesser frequency. Manpower of over 7500 persons supports the Solid waste management department. The department has over 65 dumper vehicles, 45 bulk refuse contractors and 75 ghanta trucks. Issues with current functionality and how to address the same a] There is no provision of tracking of vehicles for Garbage pick and dump. [Resolution] Identification of Vehicles for Tracking, Online Tracking of Vehicles, Linking of SWM vehicles with Dust Bins, Dumping Ground through GIS can be done. The vehicles can be fitted with GPRS SIM cards and the vehicles can be traced through GPS (Global Positioning System) via satellite which can be sent to server and centrally monitored. b] Difficult to maintain the physical standards of Bins. [Resolution] Life of each different types of Bin is maintained in ERP solution and system will alert for each Bin replacement time. This will help in achieving the proactive maintenance of the Bins. Functional Scope of the Proposed Solid Waste Management Module Functionality Integration required with A] Area details Area information (Zone / Ward / Colony / Society) Population details Volume of the Solid waste which includes Wet & Dry waste (Recycled & Non Recycled) Pune Municipal Corporation Page 49 of 143

50 Resources required Collection procedure ( i.e. Primary : House to House & Secondary : Community Bin to Garbage transport centre or mix) B] Garbage Collection Scheduling Assign SWM Vehicles to pick-up the Garbage. Category wise assignment like A : Highly in demand, B : Medium, C: Low Demand. Assignment of Ghanta Gadi Location-wise assignment of Sanitation Staff Scheduling of garbage collection and cleaning activities with the objective of maximizing citizen friendliness on the one hand and optimum use of resources on the other. Assigning routes to the SWM vehicles / Ghata Gadi s / Dumper placers / Compactor bucket vehicles /BRC / Hotel gadi C] Primary Garbage Collection & Disposal D] MIS Record the volume of garbage collected and disposed on a daily basis. Source segregation like Quantum of wet waste collected with further segregation for vermiculture, Bio dispose can be kept on Monthly / Yearly basis. The same can be used for RV benefit. Linkage with Garbage Bins / Land Fill Sites, in case of Citizen Grievance Keeping certain Checks as per environmental regulations, like minimum frequency of lifting garbage etc. Monitor the deployment of pickup trucks and personnel based on the schedule originally drawn. Info on the use of Land Fill Sites Land fill site: How much garbage received? Land fill site : How much as per target recycled? Alerts if the use of Land Fill sites is above some thresh-hold Generation of registers like: Contracts Register for SWM, Site Register (land fills), Contractors Register, etc. SWM Contract Wise Status Reports, Site Wise Progress Summary, Contractor wise Performance Analysis, etc. Comparison of expenditure on SWM activities over different geographical areas, years, agencies, etc. Daily / Monthly reports of comparison for how much garbage has to be lifted as per target & how much garbage is actually lifted. If less lifted then reasons for the same for eg. Breakdown / Labour problem. MIS report for expenditure incurred on transportation GIS, Fleet Mngt GIS, HRMS GIS, Fleet Mngt Fleet Mngt Grievance Redressal Module GIS GIS GIS Fleet Mgmt. System Pune Municipal Corporation Page 50 of 143

51 Fleet Management Introduction The basic responsibility of the Vehicle depot department of PMC is the procurement, maintenance and disposal of vehicles and spare parts. The step by step processes involved are as follows. Procurement: An annual budget is prepared based on the requests initiated by other departments and the expansion strategies thought upon by the department itself. The budget is given to the Standing Committee for its approval. Tenders are then passed giving the specifications of the vehicles and spare parts required. Vendors are then appointed accordingly. New vehicles are deployed accordingly and are registered in the name of the commissioner. Performa is prepared by vendors (in case of vehicles and chassis only) and given to the department for payment. Similarly, challans are given by other vendors. The same is given to the Audit department for processing. Besides the vehicles, this department also procures spare parts, tyres, oil, batteries & fuel. Maintenance: Maintenance is done on a case to case basis in a random manner. Currently, no records are maintained regarding the maintenance history of vehicles. For every maintenance activity, a job card is made and the spare parts & service required are recorded on the same. Disposal: After a specific period of deployment/ distance travelled, the vehicles are disposed off by auctioning them. Additional information: The department is responsible for ensuring availability of vehicles for municipal operations like garbage collection and solid waste management. Detailed operational plan is prepared to deploy vehicles depending on the requirements specified by the SWM. The operational plan lays down the details of the zone/ward wise vehicle requirement, number of return trips etc. Unavailability of drivers is a major concern. Stores: Currently, around 40,000 different spare parts are stored as inventory. No records are maintained in this regard. Store Pune Municipal Corporation Page 51 of 143

52 operations are entirely manual. No Item master or vendor master. There is no system to track the group-wise expenditure done on various vehicles and spare parts. Therefore, the parts that are spoilt within the warranty period cannot be tracked. Currently, around 800 drivers are working in PMC. There is no system in place to track their records. There is no system to track the maintenance history of various vehicles. Currently, the working hours of the drivers is not tracked effectively. Daily fuel consumption of the vehicles is not being tracked. Workshop Besides the vehicle depot, the department is also responsible for the operations at the PMC workshop. The activities in the workshop are Repairing of garbage containers. Manufacturing furniture for PMC owned dispensaries, schools etc. Manufacture of boards, name plates etc Black smithy Manufacturing wheel barrel, cycle rickshaw etc. General statistics Total no. of vehicles with SWM Dept (category-wise) Compactor : 44 Bulk refuse carrier : 47 Dry waste keeper : 40 Tipper : 61 Dumper : 85 Lifting Truck : 2 Total SWM vehicles : 279 Total no. of other administrative vehicles Ambassador : 38 Indica : 34 Jeep : 42 Tata spacio gold : 12 Total : 126 Issues with current functionality and how to address the same Pune Municipal Corporation Page 52 of 143

53 c] Vehicle Scheduling, Fuel Management, Vehicle Maintenance is done manually. [Resolution] Fleet Management system will have Vehicle Scheduling & Fuel Management incorporated. Vehicle scheduling can be done through system which will help in tracing vehicles, efficiently schedule the vehicles. d] No availability of MIS reports is available. [Resolution] Various MIS reports can be generated from the fleet management system. Department-wise Vehicle Inventory, Fuel consumption report for various vehicles, Route Tracking for SWM Vehicles can be generated. Pune Municipal Corporation Page 53 of 143

54 To Be Departmental Functionality Fleet Management : ToBe Vehicle Scheduling & Fuel Management Identification of vehicles Integration Asset Module Scheduling of vehicles Assigning of driver for the vehicles Integration HRMS Re-filling of Fuel in the vehicle Vehicle Maintenance Reason for vehicle maintenance entered in the system Approval from the respective authority for vehicle maintenance is taken Integration Document Mngt System, Accounts The entry for receipt of Vehicle, repair work details is done Purchase of New Items like Tyres, Battery, etc. required for maintenance is done. Integration Asset Module, Accounts MIS Reports MIS report for Department-wise Vehicle Inventory Integration Asset Module MIS report for Fuel consumption report for various vehicles MIS report for Route Tracking for SWM Vehicles & their Idlying time, Integration GIS MIS report for Route Tracking for SWM Vehicles & their Idlying time, Integration GIS MIS report for Average Fuel expenditure for various vehicles & No. of trips to the Dumping Ground. Integration GIS System Alerts if petrol expense claimed is more, lesser no of trips, dust bin not covered. Integration GIS Pune Municipal Corporation Page 54 of 143

55 Functional Scope of the Proposed Fleet Management Module Functionality A] Vehicle Scheduling & Fuel Management Vehicle Scheduling Assigning Driver Re-filling of Fuel B] Vehicle Tracking Identification of Vehicles for Tracking Online Tracking of Vehicles Linking of SWM vehicles with Dust Bins, Dumping Ground C] Vehicle Maintenance D] MIS Entry of the reason for repair Approval from the authority Vehicle Issuance details Receipt of Vehicle, entry of repair work details Purchase of New Items (like Tyres, Battery, etc.) Insurance Cross-check Department-wise Vehicle Inventory Fuel consumption report for various vehicles Route Tracking for SWM Vehicles Analysis of Time spent by SWM vehicles while idling Average Fuel expenditure for various vehicles (based on the mileage & traveled distance) No. of trips made to the Dumping Ground System Alerts o If the petrol expense claimed by the driver is more than system calculated o If No. of trips made to the Dumping ground are less than proposed o If any particular Dust Bin was not covered E] Other Requirements Data Porting / Data Entry Suite Integration required with Asset Module HRMS Asset Mngt System GIS Document Mngt System, Accounts Asset, Accounts Asset Mngt System GIS Pune Municipal Corporation Page 55 of 143

56 Accounts Department Introduction Accounts department is the back bone of any ULB and constitute of both Accounts and Audit. The major responsibilities are To receive all moneys payable to the Corporation and credit the same in the bank Account of the Corporation, To make payment on account of Municipal Fund, To estimate Income & Exp. statement for the next financial year, To make payment of Salary and pension of the employees, To control the budget sanctioned by the Corporation, To make scrutiny of every financial proposal on behalf of Hon. Commissioner. Accounts department is one of the vital departments of any ULB and controls the overall budgeting of the local body. It has to undertake the balancing act of getting the maximum possible funds to the ULB and then undertake the expenditure in a planned manner. Issues with current functionality and how to address the same a] Cash based entry of the transaction. [Resolution] ERP accounts module will have help the department to perform the Accrual based double entry. b] Build chart of accounts, Cash Book maintenance, Bank reconciliation are not as per NAM standards. [Resolution] ERP accounts module will have help perform such tasks according to NAM. c] Accounts department software is not integrated with any other application software systems being used by the corporation for collection and issuance. [Resolution] ERP accounts module will have help the department to integrate with other software solution to give the exact and real time report of the collection and issuance. d] Accounts department software is designed on two tire architecture, which makes its accessibility limited to certain location only. [Resolution] ERP accounts module will be designed on 3 tire architecture and will have user friendly interface to generate entries. To Be Departmental Functionality Pune Municipal Corporation Page 56 of 143

57 The account module will be based as per NAM And will have integration with all the departments for budget provisioning and salary processing. The accounts module will also have the integration with the all revenue generation based services of the corporation. Following pictorial representation shows the proposed integration of Accounts with other e- Governance systems. Water Materials Mgmt. Audit License (Food / Market) Fees for issue of new & duplicate, Licenses. Renewal of licenses Fees for new connection, scrutiny Charges. Bill generation, advance & Interest. Payment collection Tendering, Indent mgmt. Payment & disposal Audit para Entry, inspection of bills Building Permission Fees for citizen services like Layout approval, bldg. permission, Certificates like permission, plinth & Completion Accounts Module Account head definition, Grouping & Sub grouping, Bank details, vendor details, Budgeting, Receipts & payments Loans, grants, Investment mgmt., Bank Reconciliation & various MIS reports Octroi collection, transit pass Amount, daily collection report generation Investments, Op. balance, estate Mgmt., insurance Octroi Department Application fees acceptance. Payment acceptance For Prop. Tax, water,lic, Tender etc Asset Mgmt. CFC charges For Birth and Death Services, additional copies of certificates, Certification Birth and Death HRMS Payroll mgmt., Retroactive calculations Budget code selection, estimation, purchase of tender docs, Billing & penalty Purchase / Maintenance Approval mgmt. Info for RTI, Tenders, Online services Display of financial data during scrutiny process Property billing, Rebate Calculations & Refunds. Citizen services like Pro. Tax payment, fees for services Payment of Reg. fees, ward mgmt. DMS & Workflow mgmt. Property Tax Project Systems Fleet Mgmt. Web Portal Hospital Mgmt. system Pune Municipal Corporation Page 57 of 143

58 Functional Scope of the Proposed Accounts Module A] Masters Account Head Definition Functionality Account Grouping and Sub-Grouping Bank Account Details Vendor Details B] Departmental Process Budget Preparation, Distribution and Management System o Budget Classification o Department-wise estimated provision, revision for income and expenditure o Budget Appropriation between different budget heads through approval process o Administrative approval / dis-approval of works linked to budget availability Receipts through Internet / CFCs / KIOSKs o Counter-wise Collection Detailed and Summary Reports o Revenue Stamp Management o Cheque/ Cash Deposit Slips into Bank o Capture of Cheque Dis-honour cases, Remittance entry Payment Management o Bill / Liability Entry o Payment Authorisation o Payment Voucher (Full or Partial Amount) o Maintaining Check details, Check Printing o Recording of Check Issuance Details o Recording of Cheque Cancellation details Security Deposit / Earnest Money Deposit Management Loans Management o Maintenance of Loan Details o Alerts for Loan Installment Payments o Loan Installment Payments Grants Management o Maintenance of Grant Details o Utilisation Details o Utilisation Certificates Integration required with Pune Municipal Corporation Page 58 of 143

59 Debt Management Accrued Payment Management Investment Management o Maintenance of Investment Register o Alerts on due dates o Comparison of different options for Investments Advance Managements Bank Reconciliation TDS/ VAT Register, Online Payment of Tax Maintenance of Bank Account wise balances Integration of Ledger A/c with ECS Payment C] Reports Cost Centered Accounting Reports Ratio Analysis, Trend Analysis Department-wise, Cost Center-wise Income / Expenditure reports Generation of Deposit Slips Security Deposit Register Grants Register Loans Register Investment Register Advance Register Bill Register Payment Register Outstanding Bill Register Reports on Receivables Cash Book (Detailed & Summary) Function-wise Expense Subsidiary Ledger Journal Book Ledger Book Cheque Issue Register Trial Balance, Income & Expenditure Statement Balance Sheet Bank Reconciliation Statement Cheque Dis-honour Report Analysis on unspent amount of previous years Various reports required for submission to Standing Committee Pune Municipal Corporation Page 59 of 143

60 Establishment Department Introduction The department is responsible to maintain the employee details working for corporation on regular basis or contractual basis. The department keeps record of the transfer, leaves, salary, pension etc. Also the department is responsible for new recruitment. Conduction the examination and selection process for the right candidate. The Establishment department also keeps track of the service book of each employee. The department ensures the corporation has the sufficient employee strength of desired skills in each of the departments to support the smooth functionality of the corporation in day to day activities. General statistics Class Count Earning Deduction Net Payment Total Figures mentioned in table are approximate. * Issues with current functionality and how to address the same a] Each month the salary is prepared by each department which involves lot of calculation, it should be automatically done. [Resolution] ERP will have HRMS module which will take care of the salary processing of each of the employees on payroll of the corporation. b] Difficult to track the employee strength various department. [Resolution] ERP will be capable of delivering such reports in fraction of time. c] No repository for the employees data. [Resolution] HRMS will be able to hold the complete details of all the employees, even after retirement. Pune Municipal Corporation Page 60 of 143

61 To Be Departmental Functionality Accounts Web Portal DMS & Workflow mgmt. Selection of Department, Officers for scrutiny Retroactive calculations, Payroll mgmt. Employee login Upload employee docs, Role based access to the documents. Asset Mgmt. system Allotment of House to the employee HRMS Module Recruitment & and Manpower Planning Employee Master Data Payroll Management Employee Promotions / Transfers and Development Time Management and Leave Management Performance Appriasal Departmental Enquiry Employee Self Service Reporting Details of Doctor for OPD / IPD / surgery, utilisation reports For Nurses/ Doctors Allocation of advocate & PMC officer Hospital Mgmt. system Selection of department Officers for scrutiny Assigning driver, vehicles to officers Mapping of Designation / Roles to Complaint Sub-type Legal Project Systems Fleet Mgmt. Grievance Redressal System Pune Municipal Corporation Page 61 of 143

62 Functional Scope of the Proposed Establishment Module Functionality A] Generic Features Mandatory requirements System should provide for Retrospective calculations to be handled for all types of scenarios (employee joining, leaving, pay hike, promotions, etc.) System should be able to handle all statutory regulations and maintain the details directly in the screens provided for data entry. All rules related to such acts should be preconfigured in the system. Vendor to provide for Legal change patch to take care of any statutory changes. System should provide the capability to upload documents of employees like certificates, transfer, promotion letters in a scanned format into the system and ability to retrieve them whenever required Capability to integrate with PMC web portal for employees self service B] Recruitment and Manpower Planning Facility to carry out recruitment for different types of employees separately viz., Officers, Special Officers, Clerks, subordinates, Sanitation Staff, etc. Provision to define requirement plans (periodic) in terms of specific skills, Qualifications, experience, designation, etc. Provision for mainstream, specialist and part time employee recruitment Provision for Compassion Anukampa recruitment Support to analyse the cadre-wise / ward or office-wise / department wise staff strength sanctioned/working strength and the gap for which recruitment is required Facility to capture the data relating to resignations / retirements / VRS / suspend etc. C] Employee Master Data System should be able to record and store Master Data Information for an Employee for following areas and should be able to provide a snapshot of employee s history at any point in time on a click Name Address Education Qualification Previous Employment Phone Numbers / Contact Information / ID Date of birth Integration required with Accounts Document Mngt. System Web Portal Pune Municipal Corporation Page 62 of 143

63 Work Experience Languages known Family Information Employee photo, Signature PAN No./ Passport / PF number/gpf No/ TAN No. for dept. Bank account information Employee blood group Property Tax No. Any other information that company may require should be easy to enter and report on Employee Type (Permanent / Temporary / contract workers / Project Based) Employee category (SC/ST/OBC/Others) Ex service man / Handicap / Sports man etc. Location (HO/zone/ward/Election ward/branch) Department Job code/designation/ Class with scale efficiency bar Grade/cadre Job history covering details of appointments History of election duties attended Promotions, transfers Deputation, temporary transfers Increments Increment for passing of Govt. Exams. Date of pay rate change, etc Increment Date of joining Date of probation/confirmation Date of termination/retirement Previous employment details Union Information (if applicable) Compensation data including components of pay Compensation of pay for calculation of gratuity and pension Family photo in case of pension, nominee photograph. Provision to define Roles and Designations as per PMC requirements and assigning employee to the same. D] Payroll Management Ability to define flexible periods such as day, week, month for pay calculation Ability to enable multiple payrolls that are generated based Property Tax Module Accounts Pune Municipal Corporation Page 63 of 143

64 on employee s assignment Ability to define payroll for pensioners Ability to define the employee bank to credit the salary Facility for Electronic Clearing system (ECS) Bank-wise / Bank branch wise summary statement Ability to provide automatic calculation of deductions / earnings based on leave, bonus declaration, GPF Loan, Home Loan, Computer loan, tax deductions, etc. Ability for rule based pay calculation in case of pay hikes / Pay Commission with retrospective effect Ability to define unlimited pay elements/types. These pay elements should be classified as Earnings, Reimbursements, deductions, tax deductions, PF, etc. Pay elements should be also classified as Recurring & nonrecurring Ability to apply the payment rules at personal / department / designation / organization level Ability to allow exception definitions at employee / designation / department level Ability to define all India specific taxation rules. Ability to automate increments (based on pre-defined rules employee / designation / department / organization specific) Facility to run payroll processing any number of times before authorization to ensure accurate pay calculation Provision to allow deductions for specific purposes (like earthquake relief fund, CM relief fund, etc.) Ability to share information with Accounting module of the current e-governance solution with respect to payment or receipt related transactions Ability to share information with the Accounting module of the current e-governance solution for all necessary Double Entry Accounting related information (salary payable at the end of financial years, etc.) E] General Provident Fund Management Issuing GPF no. to employees Application acceptance for advances / Loan against GPF Scrutiny of the applications Payment of Advance / Loan to Employees Interest Rate for GPF calculation Repayment Installment adjustment against salary Generation of various MIS (Monthly / Yearly) F] Employee Promotions / Transfers and Development Accounts Pune Municipal Corporation Page 64 of 143

65 Transfers Time bound Promotions Grade and Pay changes Ability to create standard career paths in the Corporation in terms of various possible moves from the current level / grade in the Corporation Ability to define grade advancements within a level on the basis of time based as well as merit based criteria Ability to define the rules for promotion eligibility in terms of tenure, consistent achievement of high performance grades, etc. Ability to define additional rules specific to service in terms of suspensions, disciplinary actions Facility to intimate employees of promotion / rejection through mail / workflow / letters Facility to create offer letter on promotion Ability to define short / long term goals for employees and provide a framework to assess and update completion of the same Ability to identify key positions for the purpose of succession planning Ability to plan for vacancy of the key position in advance Identify the gaps / developmental areas between the slated employees and requirements of the key position Maintenance of complete history of employee transfers since his recruitment Transfer/redeployment of officers based on requirement/sanction strength of different regions/zones Generation of seniority list Posting / transfer of officers upon their promotions Maintenance of records for officers transferred out of parent state and also officers to be transferred back to home state on completion of required tenure Maintenance of transfer records of specialist transfer, identification of vacancies and issue of transfer orders based on the recommendations received from the respective specialist departments Provision to maintain lateral transfer details and transfers on promotion Generation of list of eligible staff members for transfer based on the user defined criteria (like those who ining 3 years service at one place, those who working more than 10 years in one region, those who have not worked outside the state in a particular scale or overall position Maintenance of exemptions given in transfers with a facility Pune Municipal Corporation Page 65 of 143

66 to record the reasons for the same Provision to record the transfer orders cancelled/deferred/modified and follow up with the respective regional/zonal offices for implementation Capture of details of officers on deputation to outside agencies, etc. G] Time Management and Leave Management Support attendance entry from various sources such as direct entry, rule-based and automatic (through biometric device / swipe card / smart card) Definition and maintenance of leave calendars for different types of leave depending upon the scales of the employee Provision to maintain all types of leave like CL, PL, ML SL extra-ordinary leave, special leave etc Ability to maintain leave eligibilities for each type of leave depending on the rules specified by KDMC Facility to identify Collisions when Employee goes for Leave and take appropriate action Ability to maintain rules for leave taken in terms of rules for availing leave, enchasing leave, accrual of leaves, lapsing of leaves, ceilings for accumulation of leaves, rules for combination of leave types, etc. Ability to record actual leaves taken Ability to calculate actual leave balance at any point in time Link Leave management to payroll and employee history Provision to accounting of leave including automatic credit of leave and also provision with manual credit / debit / modification / cancellation etc. Leave cancellation and leave extension / amendments advancement, postponement of leave Supports extra-ordinary leave on loss of pay Leave availment / carry-over processes administration as per the statutes laid down by the government / KDMC H] Performance Appraisal Capability to create Performance documents for employees depending on the cadre / grade in the organization Ability to define competency wise / parameter wise desired levels of performance for each cadre / grade in the organization Ability to define proficiency descriptions for each parameter for each cadre / grade so as to ensure that the same measures of performance are communicated to the appraiser as well as the appraisee Facility to attach different rating model (5 point scale, 7 point scale) depending upon the cadre / grade in the Pune Municipal Corporation Page 66 of 143

67 organization Ability to define the period for which appraisal is being carried out Capture appraisal details as given by the appraising authority, reviewing authority Support parameter wise ratings, final ratings, strengths / weakness and suggestions / recommendations for improvements by the appraising/reviewing authority Facility to give weightage to each parameter and points against each rating attained Facility to consolidate the overall points and calculate an overall grade for the appraisee Facility to import Short / Long term goals (particularly at officer level and above) in the Performance appraisal document Support maintenance of history of performance appraisals and promotions Support maintenance of automatic release of time based increments Release of increments for qualifications acquired Increments released should automatically be integrated with the payroll module and other relevant modules Support generation of increments due for each month or for user defined period for employees cadre wise/scale wise/other user defined combination Support to generate reminder letters / mails / workflows to the employees / appraising authorities in case of nonsubmission of self-appraisals, etc. Support memo letters / mails / workflows to be issued to the employee in case of unsatisfactory performance I] Departmental Enquiry Ability of software to record the details of sanction given by Commissioner or Additional Commissioner for departmental enquiry. Ability of software to note charges against the employees Ability of software to record the clarification given by the employee under charge Ability of software to record the appointment of Enquiry Officer & Presentation Officer Ability of software to record the enquiry scrutiny details like history, evidence, papers submitted, relevant documents, photographs etc. Ability of software to record the Finding Report of Enquiry Officer & Presentation Officer Ability of software to record the Explanation details given Pune Municipal Corporation Page 67 of 143

68 by the employee Ability of software to record the details of Proposal for action submitted to commissioner Ability of software to record the order given by the commissioner Ability of software to generate the Show Cause Notice/Enquiry Notice Ability of software to record the clarification given by the employee under charge sheet Ability of software to record the punishment order or penalty Ability of software to record details of suspension & suspension order. Ability of software to capture details of resetting of service Ability of software to record the enquiry start date & enquiry finish date Ability of software to record the inward/outward details like inward/outward number & date J] Reporting Reporting capabilities for AdHoc Reporting Reports on Demographic Reports on Vacancies Report on Employees Salary Details Report on Leave Availed Report on Leave Entitlements Employee Attendance List for a Business Event List of the Departmental Enquiries being conducted at a point of time or for a specific time with drill down option to get further details on the enquiries Headcount Report Report on time spent in a grade / employee tenure Transfer List Form 16 with Form 12 BA Report for E forms Income Tax related reports Summarized Pay Register Form 24 Provident Fund Returns: Monthly returns to the Regional Provident Fund Commissioner for joining (Form 5) or leaving employees (Form 10) and the contributions paid (Form 12A) as well as monthly returns for Pension contributions for exempted trusts for joining (Form 4) or leaving employees (Form 5) and the contributions paid Pune Municipal Corporation Page 68 of 143

69 (Form 6) Professional Tax returns Form 6 and Form 7, the Quarterly / half yearly returns to be generated by the payroll for the eligible employees with the relevant annexure listing the employees and the amounts earned and deducted Facility to configure and use the system to develop additional reports on a need basis with tools like Crystal Reports K] Additional Features Ability to define organizational events like training, Training records. Record of Examinations, Certificates after passing exams, seminars, workshops and capture the attendance for the same Maintain comprehensive record of employee grievance Track disciplinary action taken against employees, capturing the costs incurred along with the activities undertaken as part of the disciplinary action. Automate salary deductions, if proposed. F] Other Requirements Data Porting / Data Entry Suite / SMS to be sent to all / selected categories / Selected employees Pay-Slips / Regular Communications Urgent Communications Notices Hospital Mgmt. system SMS Gateway / Web Server Pune Municipal Corporation Page 69 of 143

70 Employee self service module Introduction In PMC the Establishment department hold the responsibility to keep tract of the updated information about the employees. Some information like leaves and attendance is updated in the service book of each employee by the respective department. This is a tedious activity for both establishment department as well as the department where employee is working. When employees have access to ever changing work information, they are better informed to make decisions about work related activities and time off requests, further reducing the burden on management. In addition, employees can also monitor the exceptions generated by their punch times, so tardies and missing punches can be addressed as soon as they occur. Information empowers employees and gives them confidence in themselves and their employer. Employee self service will provide employees of the company with the ability to view relevant information such as personal information, updating personal information with web - enabled PC without having to hassle the HR staff. Issues with current functionality and how to address the same a] Difficult to maintain the records of each employee and updation of the same. [Resolution] Employee Self Service Module will help the employees Help yourself environment or self service mechanism and employees will be able to update their information on own & can see the pending Leaves. This will ensure that employees don t have to run for self information to Establishment Department. Functional Scope of the Employee self service Module Functionality Integration required with A] Employee Self Service Ability to allow employee request to modify personal, skill, family details Employee should be able to make leave requests Supervisory officer should be able to get an alert when any Self Service Request of sub-ordinate staff is received by HRMS, Workflow Management System Pune Municipal Corporation Page 70 of 143

71 him Supervisor authorization of modification of the employee requests or leave application Employees should be able to view the status of their requests Ability to facilitate self-appraisal by employees Ability to undertake online appraisal of the sub-ordinates (CRs) Ability to define customized NOC requests (like NOC for Passport application, etc.) Various health benefits available to employee Register Employee Complaints Allow employees to request any other information from any other department B] Reports Salary Details Leave Availed Income Tax related reports Grievance Redressal HRMS Pune Municipal Corporation Page 71 of 143

72 Web portal Module Introduction Web portal is the single window for the outside world to interact with the corporation online. Various services can be accessed and delivered through the secure web portal. Web portal has departmental links for detailed information. Using the web portal citizen can pay the Property tax, apply for any service, launch a complain and many more other activity. Issues with current functionality and how to address the same a] Most of the time the services of the web portal is not working. [Resolution] Application deployed are not designed properly, so need to be re-designed. Also the software deployment strategy need to be defined. 3 tire based architecture need to be adopted to deploy the application. b] Web portal in not secure. [Resolution] Antivirus policy needs to be implements. Also security audit need to be conducted frequently. Access rights are to be only with the Administrator. c] Web portal capabilities are limited and it is difficult to upload various information useful under RTI. [Resolution] Proposed web portal shall have integration with all departmental modules. This will allow real time information to be made available to public. Lot of RTI queries can be answered through such a dynamic web portal. Functional Scope of the Web portal Module Functionality Integration required with A] Home Page Message from Mayor, Commissioner Vision, Mission, Objectives Link to various sub-sections o City Information o Online Services Pune Municipal Corporation Page 72 of 143

73 o About PMC o Projects o Citizen Grievances o RTI B] City Information History of Pune Tourist Locations City Map with citizen related GIS information C] About PMC D] RTI Administrative Information Information on Elected Representatives, Various Committees Names of PIO. Departments/Wards: Intro, Objectives, responsibilities, powers & duties of officers, employees with gross salary, activities, time limit, directory with telephone no. Committee: Members, purpose, type, freq. of meeting, docs available for public. Projects/ Activities: Budget head, work activities, allocated amount, current statistics. Details of concessions, subsidies given, computerization done in various depts. Integration required for updation of data for RTI with projects, accounts, HRMS, Fleet, material,asset. Scope as per RTI Act 2005 sec. 4(1). Opinion Poll Photo Gallary Tenders FAQ s Emergency Information Employee Login using LDAP Feedback Contact Us E] Online Services Application acceptance for various services / certificates o Birth / Death Certificates o Duplicate Bills o Building Permission related services o Water Connection o No Dues Certificates GIS Projects, Accounts, HRMS, Material Mgmt., Fleet Mgmt., Hospital Mgmt., Asset Mgmt. Accounts, Projects HRMS Accounts, Correspond ing Module Pune Municipal Corporation Page 73 of 143

74 Downloading of Forms Online Tendering o Sale of Tender Forms o Acceptance of Tenders Complaints o Acceptance o Status Tracking Status on Applications / Complaints Payment Details, Bill Details Online Payments Self Assessment of Property Tax Property Tax Module Pune Municipal Corporation Page 74 of 143

75 Citizen service centre module Introduction Citizen Service module will take care of all kind of citizens services. All the services will be delivered from the single window. Any service irrespective of department, citizen can make at single window and the service will be delivered to him from the same window. Citizen services module objective is to ensure the delivery of the services to the citizen. Issues with current functionality and how to address the same a] There is no single system in place to register the citizen services and deliver. [Resolution] The Citizen service module will be web enabled solution, so that they can launch from internet itself. It will be supported by workflow for faster approval. b] Citizen services are not delivered through the single window, the citizen will have to run from Pillar to Post. [Resolution] all services will be delivered from single window. Where any fee is not applicable citizen will be able to get that information online. c] No system in place to tell the status of the citizen request. For any type of request the citizen will have to make several visits to the CFC or Ward office. [Resolution] update of the registered complain will be send through Mail/ Phone. If Citizen wants can check the status online as well. Pune Municipal Corporation Page 75 of 143

76 To Be Departmental Functionality Start Citizen Help Desk facility to lodge New Complaints, Check Status Integration Grievance Redressal Module Citizen Help Desk Facility to check citizen data like Birth / Death registrations, Bill Dues, Application Status, Payment Status, Renewal Status Integration All Departmental Modules Citizen Charter to be made available at Citizen Help Desk facility Application are accepted for services, Application No. is generated,department-wise categorization, system accepts service specific inputs, Mobile No. of Applicant, Check-list Re-submission of rejected application after compliance Fees are accepted Integration Account The application is marked to Corresponding Department / Ward / Officer Integration Workflow module Delivery of the output through CFC / Internet / KIOSK, SMS alert given to citizen Integration Departmental Modules Payment is accepted for Property Tax,Water,License,Tender Document Fees Integration Accounts, Departmental Modules General citizen services like Nursing Home Registration, Marriage Certificate, NOCs for other govt. department, Tree Cutting / Trimming Service is done Integration Accounts, Departmental Modules End Manual Auto / System Pune Municipal Corporation Page 76 of 143

77 Functional Scope of the Proposed Citizen Service Centre Module A] Citizen Help Desk Functionality Facility to lodge New Complaints, Check Status Facility to check citizen data o Birth / Death registrations o Bill Dues o Application Status o Payment Status o Renewal Status Citizen Charter B] Application Acceptance & Delivery of Outputs Department-wise categorization Allow system to accept service specific inputs Capture of Mobile No. & of Applicant Re-submission of rejected application after compliance Check-list for documents to be submitted along-with application Define citizen charter (list of the officers & duration for service delivery) Fees to be accepted Generate Token of Application acceptance Rejection Note in case of inadequate application Marking the application to Corresponding Department / Ward / Officer Delivery of the output through CFC / Internet / KIOSK C] Payment Acceptance Property Tax Water Bills License All Departmental Services Tender Document Fees Any other D] Citizen Services (General) Integration required with Grievance Redressal Module All Departmental Modules Grievance Redressal Module, HRMS Accounts Workflow Module Departmental Modules Accounts, Departmental Modules [ Such services won t have any department specific functionality. CFC Pune Municipal Corporation Page 77 of 143

78 E] MIS module, by using Workflow Management System should be able to deliver these services] Nursing Home Registration Registration of Hospitals for Sonography Marriage Certificate NOCs for other govt. departments Tree Cutting / Trimming Service Road / Water / Drainage / Electrical Any other Service SMS alert to applicant upon decision Services Statistics CFC-wise / KIOSK-wise Department-wise Officer-wise list of services pending beyond the stipulated time Accounts, Departmental Modules HRMS Pune Municipal Corporation Page 78 of 143

79 DMS and Workflow Management module Introduction Currently there is no system in place to move the documents from one location to other. The staff of the corporation himself have to visit from one desk to other, in order to move the documents. Also the records in most of the departments are maintained in manual register. The objective of this module is to electronically move the documents within the corporation, across the departments. Issues with current functionality and how to address the same a] Still the movements of the file is to be taken by the employees himself. [Resolution] The workflow will move the files from desk to desk. b] Delay in getting the information from various departments. [Resolution] workflow has the capability to collect the information from various departments and collectively present. c] Still the old data are present in register and in some departments the data is still captured on papers and maintained in stores. [Resolution] DMS will store the data electronically in organized manner. Pune Municipal Corporation Page 79 of 143

80 To Be Departmental Functionality Municipal Secretary HRMS CFC Distribution of Resolution Role based access to the documents, Facility to mark the Applications to predefined hierarchy Marking application to corresponding Ward / Officer. Tracking of the inward Materials Mgmt. Workflow for proposal submission for Individual Orders DMS & Work Flow Mgmt. File Tracking System Document Management Workflow Management System NOC s from various departments Movement of Proposals on various parameters Workflow for Technical & Administrative sanction Approval from the authority for Purchase/ Maintenance Display of all application data during scrutiny process. upload documents of employees like certificates, transfer, promotion letters in a scanned format into the system and ability to retrieve them whenever required Building Permission HRMS HRMS Fleet Mgmt. Pune Municipal Corporation Page 80 of 143

81 Functional Scope of the Proposed DMS and workflow Module A] File Tracking System Functionality Scanning & Marking the inward to the respective department Incorporation of separate hierarchy for RTI letter movements Fresh applications Appeals Tracking of the Inward B] Document Management Storing of document (Image & Metadata) Support for viewing a large number of file formats without the need of having the parent application. The system should support all commonly used file formats as MSOffice, Acrobat, TIF, JPEG, GIF, BMP, etc. Association of the document with Workflow Management System Movement of the document based on selected parameters Provision to edit the document Metadata Versioning of the document Provision for marking comments Archival of data on pre-defined parameters Role based access to the documents Final Decision by the Decision Authority C] Workflow Management System Movement of Proposals on various parameters Facility to mark the application to pre-defined hierarchy Inbox for officers (listing applications received) FIFO principle for taking action on application Creation of a Note Sheet for Scanned Documents Alerts for delay in action Pre-defined scrutiny for citizen applications Display of all application data during scrutiny process Check-list for rejection Facility to mark the application to other officer Facility to mark the application to other department for their NOC / Comments / Input Final Decision by the Decision Authority Integration required with CFC CFC, Web, KIOSK CFC HRMS Projects HRMS Accounts Workflow Module Pune Municipal Corporation Page 81 of 143

82 Welfare scheme module Introduction There are multiple departments that run various welfare schemes for the benefits of the citizens of the Pune. Currently these schemes are purely maintained on papers and registers. The proposed Welfare schemes module will benefit each department to plan, track and update the schemes. Also the module will be capable of delivering MIS reports for each of the schemes. The information from other modules will help on decision making for implementation of the schemes and monitor utilisation of funds earmarked for these schemes. Functional Scope of the Proposed Welfare Scheme Module Functionality Integration required with Master Entry of the different Schemes a. AIDS awareness b. Family planning and MCH c. School health program d. Janani Suraksha Yojana e. Jeevan Dayi Yogna f. RCH programs g. Self employment slum / Non slum h. Training schemes i. Education Creation of Database of beneficiaries Recording and accounting of the grants / funds received for implementation of various schemes Resident ID / Property Tax Accounts Preparing of the budgets for the implementation of the schemes Accounts Allocation of work and fund required for implementation Recording and accounting for the expenditure incurred for the implementation of the project Generation of necessary reports needed to monitor the implementation of the schemes Accounts Accounts Pune Municipal Corporation Page 82 of 143

83 Hospital management Introduction There are 2 hospital 14 nursing home and 24 dispensaries are run by corporation. Hospital management is not an easy talk for the corporation. People not only from the corporation limit comes for the treatment but also from the near by rural areas. Corporation has to deliver the best of the service to ensure every individual come for treatment must gets proper treatment. General statistics: Number of Hospital / Nursing Homes 2 General hospital-2 3 Nursing home-14 4 Mother child care- 5 5 Family planning centre- 7 6 ICDS 2 +5(New) 7 Dispensary- 29 Issues with current functionality and how to address the same a] Difficult to manage the roaster of the employees. [Resolution] Hospital management system will have ability to manage staff according to OT/ OPD /Ward etc. b] Patient disease history is never maintained, or its very difficult to maintained. [Resolution] Hospital management system will help maintain the patient details in electronic form. This will enhance the image of PMC run hospitals in the public. Pune Municipal Corporation Page 83 of 143

84 To Be Departmental Functionality Preparation of Discharge Card Payment of Registration Fees Integration Accounts Entry of patient details Admission of patient to General / special / ICU / NICU Allocation of patient to bed in respective ward Entry of Medicines proposed in discharge card Issue of medicines from stores Integration Material Mgmt. Discharge summary at the time of discharge Billing & payment collection at the time of discharge Integration Accounts Functional Scope of the Proposed Hospital management Module Functionality A] Registration of Patients & Inquiry Preparation of Case Papers Payment of Registration Fees Patient Inquiry Date for next visit should be automatically generated. Facility for manual setting of date if patient does not turn up. B] OPD / IPD Management Doctor Managing the OPD / IPD Consultation / Investigation Detail Medicine Proposed Integration required with Accounts HRMS Pune Municipal Corporation Page 84 of 143

85 Billing C] Ward Management General / special / ICU / NICU Patient Allocation to various Beds Daily visit report Discharge Summary Tender Document Fees Billing at the time of Discharge D] OT Management OT Scheduling Surgery Details Doctor Details Output Details Billing E] X-Ray & ECG Case details Records & Data management Generation of reports for PNDT & ANC F] Special Disease (ARV / TB / AIDS) Case details Location Forms Auto Reports generation based on predefined time schedule G] Lab Management Sample Collection details Inward details Technician details Report preparation Record management Pathology report Culture report Reports on various types of test conducted H] Medical Board Employee details Inward, Case preparation Test reports Issuance of certificates I] Other Details Casualty Case Details Utilisation Reports for Nurses / Doctors Capture of Patient Feedback Accounts Accounts, Departmental Modules HRMS Accounts GIS HRMS HRMS Pune Municipal Corporation Page 85 of 143

86 B] Knowledge Centre J] MIS Patient Information on Web-site Area wise list of Multi Special Hospitals with contact numbers Area wise list of Ambulance services & Numbers Area wise list of Crematoriums Patient Analysis Casualty Case Details Occupancy reports Patient Feedback Analysis Generation of Daily/Monthly/Quarterly reports Generation of reports required for Governmental bodies for AIDS control society (MSACS), Vaccination, TB, ARV, PNDT, ANC care, various diseases, Birth & Death statistical reports. Generation of monthly expenditure for procurement Tasalmat reports Code Numbering for hospitals for easy collection of reports Provision for cumulative reporting for each hospital Stock report for each vaccine Web Portal Web Portal Web Portal Web Portal Accounts Material Mgmt. Pune Municipal Corporation Page 86 of 143

87 Asset management Department Introduction Assets reflect the wealth of the corporation. Based on the nature of the assets it get appreciated or depreciated. Also for the double entry accounting system asset register is must. Asset register is required to prepare the balance sheet. Issues with current functionality and how to address the same a] Currently the assets are maintained at the department level, so consolidated information is available. [Resolution] Asset management system will be integrated with the accounts and Projects, so as soon as a project get completed it got added into the corporation asset management section. b] For double entry system asset register is must. [Resolution] Asset module will be helpful in identifying the assets at any given point of time for valuation and book keeping. c] Management of various assets given on Rent / Lease is very difficult. [Resolution] Estate management functionality within Asset mgmt. will take care of this requirement. Pune Municipal Corporation Page 87 of 143

88 To Be Departmental Functionality Functional Scope of the Asset management Module Functionality A] Classification of Assets Immovable Assets o Land Integration required with GIS Pune Municipal Corporation Page 88 of 143

89 o Building o Roads, Footpaths o Bridges, Culverts, Flyovers, Subways & causeways o Drains including underground drains o Water Works Distribution o Public Lighting System o Lakes and Ponds o Capital Work-in Progress Movable Assets o Plant and Machinery including machinery of Water Works & Drainage, Road dept. machinery o Vehicles o Furniture & Fixtures o Office Equipments o Other Equipments o Live Stock Investments Capture Various details for the Assets o Ownership o Cost Details (construction / Purchase / Transfer) o Depriciation Principles o Other details to arrive at Current Value Preparation of Opening Balance for Asset Valuation B] Asset Transactions C] MIS Purchase of New Assets Acquisition of Land Asset Sale Investment on Assets (like construction of new floors, road re-surfacing, etc.) Insurance Details Insurance Claim Related Information capture Asset Register Revenue Report Outstanding Register Search facility for various information (like search for name of road) D] Other Requirements Data Porting / Data Entry Suite Vehicle Mngt System Accounts Accounts Municipal Secretary, Projects, Accounts Accounts GIS GIS GIS Pune Municipal Corporation Page 89 of 143

90 Land and Estate management Introduction The basic responsibilities of the Land & Estate Management department of PMC are Land/ asset acquisition Estate management : Land/ asset allocation, Tendering of land lease contracts for specific purposes, Records maintenance, and Contract management. Issues with current functionality and how to address the same a] The Land & Estate Department has already digitised information with respect to Land & Estate. However, there is no linkage with Accounts and monitoring of receivables is difficult. [Resolution] Proposed Estate Management would be linked with GIS and Accounts and thus allow department / wards to keep tight control on defaulters. b] Land acquisition requires collective effort of various departments. In manual system the entire process takes very long time. [Resolution] Automation of the Land Acquisition process and it s integration with GIS would allow the department to monitor the process efficiently. Various departments involved will get the required data through workflow management system. Functional Scope of the Land and Estate management Module Functionality Integration required with A] Land Management Proposal for Land Acquisition Scrutiny of Land Details Valuation of Land TDR Process & Possession of Land Transfer of Details to Concerned Department (Bhavan for Construction, Other department for Information) B] Estate Management GIS WorkFlow Mngt. System Legal Pune Municipal Corporation Page 90 of 143

91 Creation of Record in the Estate Register o Hand-over from other agencies o Hand-over by Builders o Construction by Projects Dept. Issuance of Municipal Property on rent / lease Generation of Bills Acceptance of Payment Renewal of Rent / Lease agreement Allotment of House to the employee Maintenance of Property on Contract Maintenance Inspection report C] MIS PMC Land Register Land Acquisition related reports Revenue Reports for Estate on Rent / Lease Outstanding Register for Estate on Rent / Lease Top Defaulters List D] Other Requirements Data Porting / Data Entry Suite Projects Accounts Legal HRMS GIS GIS Pune Municipal Corporation Page 91 of 143

92 Material management Department Introduction Inventory management is one of the huge task for any corporation or other government organisation. Currently the corporation has the inventory of Vehicle parts, IT infrastructure, projects, and many more other related unrelated departments. The main objective of the material management is to keep the record of the inventory for each type of the item. Issues with current functionality and how to address the same a] Few department maintains their own stock for inventory in stock register. Its difficult to track the item remaining in stock and consumed. [Resolution] Material management will help in tracking the item, its location, etc... b] Sometimes purchase is done in excess for materials and go waste. [Resolution] Material management will help in generating the accurate report of the stock in hand and improve utilization of the same. c] Centralised monitoring of material procurement by various departments is not possible. This leads to a lot of wrong decisions. Also quality audit of materials procured is not undertaken. [Resolution] Various industry proven Material management solutions are available in the market. The best practices inbuilt into these modules will help remove many of the inherent inefficiencies of PMC material management. Pune Municipal Corporation Page 92 of 143

93 To Be Departmental Functionality Hospital Management System Asset Mgmt. Module Electric : Street Lighting Maintaining Hospital inventory Integration in Asset Register, disposal of dead stock Maintaining Inventory for Street light stores Materials Management Water supply Inventory for Water Labs Masters for central stores, Hospital stores, street, water, road. Rate Contracting or Individual Orders Indent Processing Disposal of Dead Stock MIS List of Vendor-wise / Material-wise orders MIS List of Material-wise, Department-wise consumption report MIS List of Disposal of Dead Stock Indent of material, order & payment to vendor, Disposal of dead stock Maintaining Inventory for hot mix plants For Roads dept Workflow for proposal approval for procurement Accounts Module Project Systems Workflow mgmt. system Functional Scope of the Material management Module Functionality A] Masters Categorisation of Stores o Central Stores o Hospital Stores o Vaccine stock o Street Light Department Stores o Water Supply Dept. Integration required with Pune Municipal Corporation Page 93 of 143

94 o o Road Dept. Other Stores Defining Various Items under each category Vendor List Price-list for the Rate Contract Items B] Rate Contracting or Individual Orders Tendering Sanction from Standing Committee Proposal submission for Individual Orders Purchase Orders C] Indent Processing Facility to each department to indent material Issue of Material by Stores Staff Order to vendor by Stores Dept. Material receipt forecast Reminder to vendor in case of delay in delivery Receipt of Material, Stock Updation, Capture of Sr. No., Batch No. Capture of Date of Manufacture & Validity Date for Food / Medical Items Maintenance of Reorder level i.e. procurement after reaching reorder level. Payment to Vendor D] Disposal of Dead Stock E] MIS Department-wise submission of details Tendering by Stores Dept. Disposal of Dead Stock List of Vendor-wise / Material-wise orders Material-wise, Department-wise consumption report Disposal of Dead Stock Status report to department w.r.t. their order Comparison of price bids with history prices Alerts if the Batch No.s or Sr. No. is not in order ABC Analysis F] Other Requirements Data Porting / Data Entry Suite Logins to suppliers to update their status Accounts Accounts Municipal Secretary Workflow Mngt System Accounts Accounts Accounts Portal, Accounts Accounts Accounts Pune Municipal Corporation Page 94 of 143

95 Residence ID Various Residents of PMC require different services at different point of time and have to submit their details again and again. Scrutiny of these documents also requires time of PMC officers and it also means time loss for citizens. Creating od database of residents would solve this problem and would facilitate citizens to avail various services in hassle free manner. This would also save PMC officers time and allow them to concentrate on policy matters. Resident ID would also help PMC to monitor the defaulters in a more efficient manner. People having more than one property or water or licenses can be issued common notices for their dues. Various services or complaints can also be linked to the citizens responsibility towards PMC dues. Functional Scope of the Residence ID Module A] Resident ID Generation Functionality o Acceptance of Application + Documents o Creation of Link with Property (Either owner / Tenant) o Verification of Documents o Scanning of Documents o Cross-checking with similar names o Capture of Thumb Impression o Capture of Photograph o Cross checking of the picture with others in database Generation of unique Resident ID ID Generation algorithm should be able to cross-check the validity of ID Printing of Smart Card B] Use of Resident ID in other modules o Use of Resident ID as the foreign key in all modules (wherever there is reference of PMC Citizen) o Documents verified for the Resident ID should not be asked during Service Delivery o Scope to define different s Integration required with Workflow / Document Mngt System Property Tax Module Workflow / Document Mngt System Property Tax / Water / Licenses / Grievance, etc CFC Pune Municipal Corporation Page 95 of 143

96 Legal Department Introduction The department is mainly involved in giving legal opinion to other PMC departments as and when requested by the latter. It also handles the legal cases filed against the PMC departments in court. Depending on the complexity of the case, advocate is chosen from the in-house panel or is appointed from outside. The in-house panel of advocates is also renewed periodically as and when the need arises. The objective of the department is to provide legal assistance to all the PMC departments in an efficient and timely manner. Issues with current functionality and how to address the same a] The inward & outward register is maintained manually. The process is very cumbersome as a lot of documents are involved. [Resolution] An online intra & inter-departmental work-flow process for the purpose of providing legal opinion as well as handling legal cases would reduce the need of maintaining the register. A data-entry type online register could be developed for bulkier documents (which are difficult to scan) and for documents received/ sent to third party agencies. b] Data from other PMC departments is obtained manually by issuing letters to the latter. [Resolution] By linking all the departmental modules through the ERP application, most of the statistical data could be obtained online by the legal department. Pune Municipal Corporation Page 96 of 143

97 To Be Departmental Functionality Pune Municipal Corporation Page 97 of 143

98 Functional Scope of the Proposed Legal Module A] Masters Advocates, their fees Court Master B] Case Management Functionality Registration of new cases, allocate advocate, allocate PMC officer Facility to attach various documents related to the case Entry of Date of Hearing Alerts to officers w.r.t. hearing date Entry of hearing details Capture of judgment Details of payments to the advocates Linkage to the departmental data Linkage to GIS to capture locational reference for cases C] Legal Opinion on various departmental queries, agreement formats D] MIS Case Pendency reports (Department-wise / advocatewise / Officer-wise) Reports w.r.t. Cases won / Lost / Appeals made Payments to the Legal Advisors Repository for various act and provision with search option Integration / Link to maharastra government site for GR references. Repository of all the cases since 1950 by High court and Supreme Court with search feature. Integration required with HRMS Departmental Modules GIS Document Mngt. Module Pune Municipal Corporation Page 98 of 143

99 Municipal Secretary Introduction Municipal Secretary Department is an important interface between Elective Representatives and the Administration. Various tasks undertaken by this department are Preparing the agenda and for the committee meetings, Documenting the decisions taken by the committees and getting the signatures of various authorities on the same. Issues with current functionality and how to address the same a] Storing and retrieval of Meeting Agenda or Minutes is a challenge in manual system. [Resolution] Entire data with respect to Meeting Agenda or Minutes of Meeting can be stored on system. Thus retrieval can be at click of the button. This would also mean less effort of the Municipal Secretary Department in case of RTI queries. Functional Scope of the Proposed Municipal Secretary Module Functionality Integration required with A] Executive Wing Database Database of members of various committee corporators, mayors etc Web B] Agenda Preparation Preparation of Goshwara by Department & submission to Municipal Secretary Dept. Projects Submission of proposals from various Councellors Selection of Type of Meeting (General Body / Standing Committee / Special committee / Tree Authority committee / Name committee / Ward Committee / special committee s like Women & Child welfare committee, Law committee & City improvement committee) Selection of different Goshwara s received for a meeting Schedule of meetings of various committees Generation of Agenda Copy Issue of Agenda to Members & Administration after approval. Work-flow Issuance of letters received from the office bearers to various departments. Pune Municipal Corporation Page 99 of 143

100 C] Minutes of Meeting Capture of Proceedings Capture of Attendance of the members Printing of Minutes after approval Printing of Minutes D] Resolution Preparation E] MIS Preparation of Resolution Distribution of Resolution Publishing of resolutions on Web Portal List of issues discussed department-wise & committee wise in a specific time period Attendance Details Resolution Details Data required for the preparation of annual report (Total number of resolutions passed, meetings held etc) Work-flow Document Management Web Portal Pune Municipal Corporation Page 100 of 143

101 Audit Department Module Introduction The Audit Department is responsible to audit various expenditure and check the Accounts of Corporation as per provisions and procedures laid down. Major functions of the department are: Audit of Municipal Fund Follow the orders of Standing Committee Framing of rules for Auditing Control and Check on Accounts of Corporation Functional Scope of the Proposed Audit Department Module A] Departmental Process Functionality Pre-Audit of Tenders, Estimates Audit Para Entry Post Audit of the Departments Capture of A Form & B Form Inspection of Contractor & Supplier Bills Inspection of Other Bills like Telephone Bills Inspection of Advance Adjustment proposals B] Reports Department-wise Budget Provision v/s Expenditure Report Status report on Audit Para Various statutory reports to be submitted to Standing Committee Exception Reports (w.r.t. deletion of records, adjustment entries, etc.)s Integration required with Accounts Accounts Accounts Accounts Accounts, Other Modules Pune Municipal Corporation Page 101 of 143

102 3.2 GIS Geographic information system (GIS) is being considered a boon for urban managers and can be used to bring in much needed effectiveness in city planning and it s management. Ultimate aim while planning GIS should be creation of decision support system. Distinct objectives identified for GIS implementation at PMC are: Better monitoring of the recovery of Property, Water & other taxes Effective Monitoring of Complaint Management System Up-to-date & user friendly maintenance of ULB assets Effective tool to Monitor Un-authorised constructions Efficient maintenance of Public utilities like Roads, Street Light, Water Supply Network, Sewerage Network, etc. Proposed GIS integration with MIS Pune Municipal Corporation Page 102 of 143

103 Functional Scope for the proposed GIS Project Functionality Integration points A] Software Platform to run GIS Application Software & Satellite Image Procurement For viewing Spatial Data on Intranet (max. 25 users any point of time) For viewing Spatial Data on Internet (max. 25 users any point of time) For editing Spatial Data (max. 05 users any point of time) Procurement of 0.6 mtr resolution image and creation of base map B] Creation of various layers of Geo-Spatial Information PMC Boundary / Wards / Zones Development Plan with reservation areas Roads, Footpaths Buildings (Pvt., Govt., PMC, etc.) Street Light Network Water Supply Network & Water Tanks Storm Water & Drainage Network PMC Hospitals, Pvt. Hospitals Schools (Pvt. & PMC) Utilities (Banks, Pharmacy, Hotels, etc.) Dust Bins Gardens, Playground Slums C] Customised Application Software Assistance to Building Permission Dept. during application scrutiny Rejection of Building Permission Applications if the area is falling under reservation zone Assistance to Water Department during New Water Connection Scrutiny o Guidance in selection of Source Line o Calculation of Length of Connection o Calculation of Road Digging Charges Preparation of reports by fetching data from departmental modules Town Planning Asset Management Property Tax / Water Asset Mngt, Water Asset Management Asset Management AutoDCR Water Property Tax / Water / Pune Municipal Corporation Page 103 of 143

104 o Demand / Collection Register (Property Tax, Water, Licenses) o Assessment Register o Ward-wise / Zone-wise Recovery reports o Top Defaulters Report o Buildings not Assessed for Property Tax / Less Assessed o New Building Permissions / Completion Certificates o New Projects To identify various utilities within PMC area PMC Fixed Assets (in different colour codes) Buildings on Reservation Area Structures built in a particular time period (to be taken by comparing New Satellite Image with old one) Licenses / Projects Estate Development Plan Pune Municipal Corporation Page 104 of 143

105 4. Implementation Methodology 4.1 Proposed Solution Architecture Proposed Software architecture diagram for the e-governance at PMC is given below : As described in the above schematic, the proposed solution will be 3-tier architecture with web enabled user interface. The Middle tier i.e. Application Layer will reside between the web enabled user interface top tier i.e., Presentation Layer and the Database tier/layer. The user system interface top tier i.e., Presentation Layer shall perform user services such as session, text input and display management. The Middle tier ie. Application Layer shall provide process management where business logic and rules shall be executed and should accommodate required number of users by providing functions such as queuing, application execution, and database staging. The middle tier shall provide process management services (such as process development, process enactment, process monitoring, and process resourcing) that are shared by multiple applications. The Database tier shall provide database management functionality and is dedicated to data and file services that can be optimized without using any proprietary database management system languages. The data management component ensures that the data is consistent throughout Pune Municipal Corporation Page 105 of 143

106 the distributed environment through the use of features such as data locking, consistency, and replication. Connectivity between tiers can be dynamically changed depending upon the user's request for data and services. The three tier architecture is used when an effective distributed client/server design is needed that provides increased performance, flexibility, maintainability, reusability, and scalability, while hiding the complexity of distributed processing from the user. The diagram below describes the architecture concept of the system in more details : Security The data of PMC is a valuable resource and key component of Technical Architecture. Information security is very important to maintain Integrity, Confidentiality & Availability of data. Data needs to be protected against following threats. Pune Municipal Corporation Page 106 of 143

107 Unauthorized access to database or application Accidental modifications or deletions Confidentiality, Integrity & Availability breeches of data during data transport & physical storage. Disasters Information security will be implemented using Firewalls by deploying appropriate security model. IT security policy implementation will have guidelines for securing our IT assets and shall be binding on all PMC personnel plus the IT vendors of PMC. Network The network infrastructure for deployment of solution will be manageable using SNMP with support for both 10 and 100 Mbps Ethernet as well as gigabit and fiber ports. Intelligent switching to be used for segmenting the network logically to keep the cross traffic to minimum. Routers shall be used for connectivity between logical network segments and disparate LAN topologies. Solution deployment diagram It is proposed that the e-governance solution at PMC will have ERP / COTS ( Commercial Off the Shelf) Modules at the core. These modules will be integrated with the existing legacy applications, GIS application, Customized applications & any other applications. The web enabled user interface which forms the outer core will be accessing the solution. The web enabled user access will be available at Departments, CFC s, Ward Offices, Kiosks, Web Portal & PDA s etc. Pune Municipal Corporation Page 107 of 143

108 Pune Municipal Corporation Page 108 of 143

109 4.2 Solution Features Various features proposed in the proposed e-governance system at PMC are given below : Architecture Centralized Server Architecture (3-tier architecture with web enabled user interface) The presentation logic should be decoupled from the business components logic Data access layer will be on RDBMS platform. Backend RDBMS to be of latest version of leading RDBMS (one of the top 2 RDBMS player in Indian Market) User Interface User should get option to select Marathi or English for User Interface. All Inputs & Outputs should be in Marathi / English. Single Sign-on for accessing all the modules Any item of data needs to be entered once and is then should be made available as often as necessary to all the systems that need to use it All modules should be homogeneous with respect to Keyboard use, screen layout and menu operations with Graphic User Interface (GUI) support GUI Form Administration should support o Changing fields or tab labels o Hiding fields or tabs. o Changing the position or size of field or labels o Adding restrictions like mandatory or not o Setting default value in a field o Changing list of value (LOV) contents o Capability to setup logic to trap conditions to pop messages in response to conditions like logical data entry errors, certain conditions etc. For example State is Maharashtra and Country is United States o Ability to provide these configurations down to the user level so that the screen can be made to have different functionality for a given user Pune Municipal Corporation Page 109 of 143

110 Disparate information can be consolidated from a number of systems as required to produce reports and carry out ad hoc analysis and reporting Access & Data Security Role based authentication to various functionalities mentioned in different modules with encrypted passwords. Rights can be given to Individual Users or Groups Flexibility to define separate Role and Designation to the users. Upon transfers of officers / employees, applications / letters / complaints pending with the employee shall remain to the role and new employee will be able to take action on these applications / letters / complaints. User rights to various forms should be either Create New Record or View existing Record or Edit existing record. System should be easy to support & reduce tampering Should capture exceptions to detect frauds / mistakes An audit trail of changes to data in the system shall be maintained to identify the users responsible for the modification. There should be a facility to create reports on audit logs. Information Security i.e. Integrity, Confidentiality & Availability of data to be maintained. Scalability System should be built using Service oriented, Open Architecture It should be possible to add more fields to the data input screens for capturing additional business specific information without having to write any code (for COTS modules) Capability to modify existing forms to suit the requirements without requiring additional development tools The Project will mark beginning towards building Information Base for tommorow s hi-tech Pune. It is thus imperative that the Application Software has the capability to scale up to tommorow s requirements like given below : o Managing the entire Property Life Cycle (Data Collaboration between various govt. departmental systems right from Land Records Department, Registration Department, Building Permission Pune Municipal Corporation Page 110 of 143

111 Department, Property Tax Department, Water Department, Licenses Department, Electricity Department, etc.). o Maintaining Information on Citizen Life Cycle (Right from Birth to Marriage, Health, Education, Driving License, Interactions with PMC, Death) General The system requires continuous availability (24 * 7) System should store and display defaulted values The system shall be designed in such a way so as to ensure that the loss of data is minimized due to network drop outs Automatic refreshing of data at specified time intervals. The information shall be refreshed from the database and shall not require user intervention System should provide a user driven data archiving capability, with support for flexible archiving periods and selected tables System should have an online help capability, which should be customizable. Should have a facility for online learning and collaboration All reports should be query based and should have options like departments, wards, employees, from date, to date, etc. PMC Users will access the system using Ethernet LAN / Lease Line / RF / Internet 4.3 Implementation Approach Since MIS and GIS require different kind of expertise, two different tenders will be floated for the selection of System Integrators (SI) for these projects. For MIS, focus is given on ERP based solution and it is expected that SI will suggest the use of COTS Modules to deliver functionality of most of the modules. Bespoke development for certain departmental Modules shall be allowed. SI will be also asked to provide the required Server Hardware and Software. Pune Municipal Corporation Page 111 of 143

112 4.4 Implementation Schedule The broad Bar Chart for Project Implementation Schedule is given below: Project Activities Months Selection of System Integrators (for GIS & MIS) Submission of DPR to SLNA Approval from SLNA Submission of DPR to GoI Approval from GoI Tender Process Technical Bid Evaluation Commercial Bid Evaluation Acceptance of Tenders by Standing Committee Project Implementation Phase Work Order to SI and Resource Moilisation SRS and Preparation of To_Be Document by SI Customisation of COTS, Bespoke Development, Installation of S/W Procurement & Installation of Servers, System S/W Acceptance Testing of the Software Project Go Live 4.5 Key Challenges / Risks Key Risks / Challenges and the Mitigation Mechanism planned is given below : Challenges / Risks Maintaining Time Lines Sr. Management Buy-in / Priority by Sr. Management Successful and On-time Data Digitisation Mitigation Mechanism Use of Project Management Tools and Weekly review at Commissioner level Change Management to be given special focus, Weekly review meetings by Commissioner Fixing responsibities at the early stage of project and close review of the digitization process Training & Capacity Building Three level Training : Sr. Management Departmental Champions End User Staff Pune Municipal Corporation Page 112 of 143

113 4.6 Capacity Building PMC has already started addressing this aspect by following means : - Giving Blackberry & Laptop to officers, thus motivating these officers to become technology savvy - Giving training to all the administrative staff - Recruitment of over 100 computer qualified clerical staff. - Appointment of PwC as Project management Consultant to extend end-to-end consutancy to PMC for the e-governance project 4.7 Change Management Our natural reaction to change, even in the best circumstances, is to resist. Since use of ICT is going to bring in few changes in basic functioning of PMC, it is very important to look at this change from employee perspective. Careful consideration to Change Management can ease out many teething problems in the implementation of the project. One of the important element in managing Change Management is to identify, assess and manage the stakeholders. There are five distinct stakeholder roles in this project. The same is depicted in the picture below. It would also be found that some people would have more than one role for example, project team members who are responsible for implementing the change (change agents) may also be at the receiving end of the changes themselves (change participants). Shaping Delivery Customer Influencer Views must be considered, does not authorise, often participates in projects and programmes Supports, influences and sometimes initiates change but cannot lead it - key member of a support function Leadership Change Leader Demands and authorises change - e.g.. the Sponsor or line manager Responsible for achieving change and has a contract with a change leader - for example project managers, trainers. Must change for benefits to be delivered - for example, users of the changed solution Change Agent Change Participant PwC shall assist PMC in undertaking the Change Management for this project in a professional manner. Pune Municipal Corporation Page 113 of 143

114 5. Cost Estimates 5.1 Server Infrastructure Costs Civil Work & Electrical Component Unit Cost No. Total Civil & Furniture Work for the Data Centre 20,00,000-20,00,000 Electrical & LAN 100, ,000 UPS (15 KVA with 2 hrs backup) 10,00, ,00,000 Sub-Total 41,00,000 IT Infrastructure Components Racks 75, ,000 Firewall 7,50, ,50,000 Intrusion Protection System 15,00, ,00,000 Center Core Switch 400, ,000 SAN 25,00, ,00,000 NAS 25,00, ,00,000 Database Server 20,00, ,00,000 Application Server for MIS 15,00, ,00,000 Application Server for GIS 15,00, ,00,000 Web Server 15,00, ,00,000 Domain Server 5,00, ,00,000 Backup Device 1,00, ,00,000 Backup Media 10, ,000 PCs 25, ,00,000 Scanners (with ADF) 12, ,00,000 Desktop Laser Printers 10, ,00,000 Router 67, ,200 Sub-Total 193,97,200 Software (CPU based Licenses) RDBMS (Production & Backup Server) 18,00, ,00,000 Application Server (MIS) 9,00, ,00,000 Network Management System 12,00, ,00,000 Sub-Total 102,00,000 Total 336,97,200 Pune Municipal Corporation Page 114 of 143

115 Specifications for Various Hardware & Server Room Infrastructure components are given in Annexure III. For Cost Estimation purpose, RDBMS & Application s/w (MIS) cost is considered for Oracle Products while GIS s/w cost is considered for ESRI Products. Disaster Recovery Site is considered to be the State Data Center, which is being setup at New Administrative Building, Mantralaya, Mumbai; and expected to be operational by May MIS Sr. No. Components License / Development Cost Customisation Cost Total 1 License Cost of the Basic ERP Modules (Approx Licenses) 850,00, ,50, ,50,000 2 Hospital System Management 50,00,000 12,50,000 62,50,000 3 Fleet Management System 60,00,000 2,50,000 62,50,000 4 Bespoke Development & Implementation 150,00, ,00,000 Total 1337,50, GIS Sr. Estimated GIS Components No. Expenditure 1 Enterprise GIS Software for Web Based GIS Implementation 48,00,000 2 Customised GIS Software 30,00, Latest Satellite Image (0.6 mtr resolution) & Preparation of Base Map Physical Survey and Creation of various Layers of Geo- Spatial Information 500, ,00,000 Total 283,00, Other Costs Sr. No. 1 Details e-governance consultancy for preparation of DPR, Bid Management and Project Management Estimated Expenditure 98,50,500 2 Training (MIS) 10,00,000 Pune Municipal Corporation Page 115 of 143

116 3 Training (GIS) 500,000 4 Data Entry 25,00,000 5 Implementation (MIS) 24,00,000 6 Implementation (MIS) 13,00,000 7 IT Audit Cost 500,000 Total 180,50, Total Capital Cost Sr. No. Details Estimated Expenditure 1 Server Infrastructure Costs 336,97,200 2 MIS 1337,50,000 3 GIS 283,00,000 4 Other Costs 180,50,500 Total 2137,97, Operational Expenditure (Per Year) Key Components Amount Post implementation support for MIS (@ 22% of License Costs) 294,25,000 Post implementation support for GIS (@ 22% of License Costs) 17,16,000 ATS for Database, Application Servers (@ 22% of License Costs) 22,44,000 Maintenance of IT Infrastructure (@ 10% of Capital Costs) 21,39,720 Connectivity Costs for DR Site (2 MBPS Lease Line) 25,180 Total 355,49, Year-wise Break-up of Project Costs One of the essential factors important for the success of proposed e- Governance project at PMC is to have a professional approach in implementation. All the activities need to be planned in holistic manner with due provision for Operations and Maintenance. Detail cost break-up for this project over the period of next 5 years is given in the bar chart below: Pune Municipal Corporation Page 116 of 143

117 Years Activities Server Side Infrastructure 33,697,200 MIS 33,437, ,312,500 35,549,900 35,549,900 35,549,900 71,099,800 GIS 7,075,000 21,225,000 Other Costs 4,000,000 14,050,500 Capital Cost + Operational Cost for 5 Years INR Rs. 39,15,47,200/- Pune Municipal Corporation Page 117 of 143

118 5.8 Project Financing Structuring Breakup of the project finance is given in the table below : Sr. No. Party Project Contribution source % share by govt. entity Capital Expenditure Operating Expenditure 1 st Year 2 nd Year 3 rd Year 4 th Year 5 th Year Total PMC & Govt. Contribution 1 Central ACA Grant 50 % 105,898,850 17,774,950 17,774, ,448,750 2 State Grant towards its share in project 20 % 42,359,540 7,109,980 7,109, ,579,500 3 PMC Own Funds 30% 65,539,310 10,664,970 10,664,970 35,549,900 35,549,900 35,549, ,518,950 Total 213,797,700 35,549,900 35,549,900 35,549,900 35,549,900 35,549, ,547,200 Civil & Furniture Work for the Data Centre of Rs.20,00,000/- not considered for Central / State funding as per the guidelines. Central / State Funding considered for Capital Cost and recurring cost of 2 years as per the guidelines.

119 6. Benefits Envisaged and Assessment Framework 6.1 Benefits envisaged from the project Citizens The benefit of the e-governance solution will be delivered to citizens in the form of Quick response time, multiple access points/ locations, Web enabled services, minimum personal visits, Quality of service (QOS), paperless transactions, transparency, multiple mode of payment & reduction in service charges. Get timely services: E-Governance solution will benefit the citizens with state of the art information updates relating to the progress of the services requested. The same can be achieved by means of SMS, , Web. The backend processing of the Corporation will be supported by Workflow and Document Management System and ERP solution to reduce the service delivery time to the Citizens. Correct information: As the information is available in digitized format in the ERP solution, this will help the citizen to get the accurate and upto date information available publicly or by request. The departments of PMC will be interlinked by ERP solution which will enable citizen to get true picture of the status / state of the information. Availability to provide feedback: The e-governance solution will be equipped with the Citizen Grievance Redressal module which will help citizen not only register the complaints but also to provide the feedback mechanism. This helps both Corporation & Citizen to work together in more harmonious environment. Employees: Operating guidelines: The departmental processes as well as intra department processes will be standardized. This will help effective and efficient way of working within the Corporation and benefit the different levels of employees to work in collaborative manner. Appropriate Technology:

120 With the help of e-governance solution & the ERP the data, information will be available at single location & same information will be available to all users resulting in seamless information flow. The file movement from one desk to another desk will be taken care with the help of Document Management system & Workflow Management system. Other technologies will be used for effective performance of the corporation are Mail & Messaging solution, Web portal, SMS solution. The e-governance solution is designed as such to support latest equipments like PDA s, Mobile phones, GPS, Laptop. For the City Engineering department, GIS Technology solution is integrated with the ERP solution for detailed information, availability & support. Efficient process E-Governance solution will transform the working of the departmental processes by undergoing BPR which will reduce the cycle time, eliminate unwanted processes & enhance the productivity. Quality Training Mechanism For the e-governance implementation program from each department one technical & one functional have been identified and selected. These resources are involved throughout the e-governance exercise. Another initiative for the effective training of the employees will be, by means of conducting workshops for each level of employees. For effective e-governance implementation a Change Management program is incorporated. Effective supervision E-Governance solution will have MIS Reporting mechanism for effective monitoring of projects, initiatives taken by corporation. MIS reporting will have detailed analysis of Cost, Time & Resources for the various projects. Milestone tracking mechanism is also incorporated in e-governance solution. The e-governance will help department champions to focus more on strategy making, revenue generation and creating new lines of services for Citizens. Vendors / Contractors Clear cut and quality service delivery mechanism: For the benefit of the Vendors and suppliers the e-governance solution will be offering them the online publication of the tender information, acceptance of the bids, notifications/ guidelines, submission of tender, display of the selected vendors in transparent manner. Pune Municipal Corporation Page 120 of 143

121 Payment arrangements: Online tendering mechanism will provide the facility of online payment through payment gateways and net banking system. Also the suppliers can raise their bills online and get the payment credited in their account directly without any hassle or going through difficult processes. NGO / Other Agencies Correct updated and reliable information: The e-governance solution will have the Web portal which will help NGO s and other agencies to get the information about the initiatives/ projects of the corporation. The Portal will have information like RTI, Citizen Charter, Budget, etc. The other information related to water lines, Roads, Drainage, electoral wards, population statistics, tress, Gardens, slums will be available through GIS and Web Portal. General Body / Standing Committee / Decision making Authorities: Key performance indicator based Decision support system The e-governance solution will have seamless integration between GIS and the ERP system. This will help generating informative MIS reports for effective decision making and future planning. The MIS reports will be detailed enough to go the minute levels of departmental data which will cover every aspect of each of the department. Summary of benefits of the project to various stake-holders given below : Stakeholders & Objective Citizens Corporation Employees Key Measures Quick response time for a service Multiple access points/ locations Web enabled services Minimum personal visits Quality of service (QOS) Paperless transactions Multiple mode of payment Reduction in service charges Correct and updated information delivery to the citizens Standardised way of working within department and across departments Encourage paperless working environment Reduction in number of desk for work processing Pune Municipal Corporation Page 121 of 143

122 Transparency in working Policy maker NGO / PPP Focus on revenue collection improvement Strategy design and implementation Reducing the cost of delivery of the services Devising new source of revenue generation Updated information about the various projects Detail statistics about the cost utilization on projects Help in initiating new projects Pune Municipal Corporation Page 122 of 143

123 6.2 Assessment Framework PMC understands that the e-governance project envisaged in the present document cannot attain it s required success level if it is not continuously assessed and monitored. PMC has thus appointed a reputed industry consultant (M/s. PricewaterhouseCoopers Pvt. Ltd.) as a Project Management Consultant. Scope of work for the Project Management Consultant (PwC) a) Liaise with PMC authorities and carry out study to identify the ERP based Solutions requirements at PMC and incorporation of all the existing modules working in the corporation. b) The ERP based Solution requirements at PMC to include: - Finance - Fixed Assets - Material Management - Human Resource - Employee Self Service - Complaint Management - Project Systems - Fleet Management - Integration to Systems Legacy - Plus other modules found to be necessary by the consultant during study. c) Provide consultancy to implement Single Window Municipal services to the Citizens of PMC. d) Follow a single and integrated approach of all the PMC departments. e) To inspect various branches of PMC, and collecting the data available with PMC and Various Branches and analyzing the same. And then prepare the tender document for the ERP based Solution requirements at PMC. f) Suggest appropriate specification for ERP based Solution. g) Preparation of Tender, Tender Bill of Material (BOM) and Commercial Format, Specifications, Estimated Cost, etc. for the ERP based Solution at PMC. h) Preparation of guidelines, qualification criteria, timelines, etc. for ERP based Solution at PMC. i) Evaluation of Bids received from 3r4 Party vendors for the ERP based Solution. j) Providing Supervision of services procured from successful Vendor for commissioning of the ERP based Solution at PMC. k) Providing Project Management Services required during the delivery, development, installation and commissioning of the ERP based Solution by the Successful Vendor. Pune Municipal Corporation Page 123 of 143

124 PMC would also appoint a High Power Committee to continuously monitor the project and ensure that the end objectives are attained. PwC would be asked to submit the reports to the High Power Committee, which would meet every month to take a snapshot of the entire project. PMC herewith undertakes to try to achieve following objectives and outcomes specified in the NMMP guidelines: Stakeholders and Objectives Citizens (Quality of Service) Municipalities (Process efficiency and effectiveness) Service providers / suppliers (Monitoring & Evaluation of Quality of Service) Funding agencies / PPP players (Economy) Programme Office (Progress tracking) Key Measures Minimising the number of customer visits Reducing the time required to request the service Reducing the time required to deliver a service Reducing the fees and charges associated with a service Reducing the time spent by the customer to follow-up and track the progress of the requested service Enhancing revenues existing Setting up new revenue streams Reducing cost of processing transactions Delivering intangible benefits (Boosting image of PMC as a service oriented organization) Service Level Agreements (Internal & External) Sustainability and Government investment optimisation through PPP models Return on Investment (ROI) Cost Benefits %age of customers of each type using e-governance services %age of unicipal services transformed into e- Governance %age of municipal service information published over Illustrative Targets Six monthly independent citizen survey / feedback for a period of five years from the time of go-live with 95% satisfaction level with respect to meeting the specified service levels 95% resolution of grievances received through the Grievance Redressal Model within the defined service level Growth in own revenues by atleast 25% on year to year basis for first three years Banning of manual records Accrual based accounting system Deployment of a system for meeting the requirements contained in the Right to Information Act Revenue surplus Over 75% ciizens using alternate channels for accessing services of PMC Over 75% citizens facing services delivered using ICT Pune Municipal Corporation Page 124 of 143

125 e-governance %age of transactions of each service executed electronically PMC also herewith undertakes to try and achieve following service levels specified in the NMMP guidelines : Key Objectives Financial Sustainability Enhanced Transparency and Accountability Process Reform Clearly Defines Citizen Service Levels Key Goals Revenue enhancement to achieve growth in revenues by atleast 25% on a year to year basis for first three years Use of PPP to make the project cost effective Effective citizen redressal system with atleast 80% resolution of grievances within the defined service levels Deployment of system for meeting the requirements contained in the Right to Information Act Banning of manual records Online financial and management information system through implementation of Accrual based double entry accounting system Implementation of standards and guidelines suggested in the design document through necessary policy decisions by the General Body Web Portal for PMC, linked to all other modules and updated dynamically Availability of forms, citizen charters, etc. Online submission of forms with immediate acknowledgement Online Birth and Death Registration (individuals / hospitals) in less than 15 minutes Online Calculation and payment of property tax in less than 15 minutes Online Payment of utility bills (water bills) in less than 15 minutes Building approvals in time bound manner (Residential in less than 7 days; Commercial and others in less than 15 days) Issue of Licenses in less than 5 days; renewal in less than 30 minutes Finalisation of Accounts through accrual based double entry accounting system in less than 3 months Transparency in Development projects (information to public within 1 day of project approval, physical and financial progress with 5 days, request for public comments for 7 days after project completion) E-Procurement Transparent and Accountable Grievance handling (Immediate Acknowledgement through service points or online, online monitoring) Pune Municipal Corporation Page 125 of 143

126 Annexure I : Business Process Re-engineering being undertaken at PMC as a part of the project Department / Module Citizen Facilitation Module Property Tax Accounts Water Connections Food License BPRs Proposed Standard Formats for Application Standard Formats for Outputs FIFO for application scrutiny Reduction table / administrative movements which don t add value to the scrutiny Generation of Rejection Note in case of incomplete application or negative scrutiny by the department Various services which are data based (and don t require departmental scrutiny) can be delivered directly at CFC across the counter (eg. Duplicate Bills, No Dues Certificates, etc.) Services like Duplicate Bill, Extract of Property, No Dues Certificate to be given across the counter Printing of Single Bill / Demand Notice Alerts to be generated after Building Permission / Completion Certificate. Use of Building data from Building Permission database. Budget Provision verification for Project Approval or Payment to be handled by System. File need not go to Accounts Dept. for budget verification. System will check he budget provision for account head and prompt if there are not enough funds. System will not allow Payment Sanction if budget provision not available. Budget re-appropriation to be handled through the system Standardized format for Payment Receipt Implementation of Accrual Based Double Entry System. System will have statutory compliance with respect to Deductions & Returns Services like Duplicate Bill, No Dues Certificate, etc. to be given across the counter Link with Property Tax for ensuring payment of Property Tax. Citizen need not separately submit NOC from Property Tax Dept. System to calculate size of Water Connection based on various parameters like pressure in source line, length of water connection, no. of families, etc. Road Digging Charges to be taken from the GIS system. This will ensure that Road Department s time is not wasted in scrutinizing the application. Linkage of Licenses with Property Tax record. Citizen Pune Municipal Corporation Page 126 of 143

127 Web Portal Building Permission Grievance Redressal System Hospital Management System Municipal Secretary Module Human Resource Management Others need not separately submit NOC from Property Tax Dept. Services like Duplicate License, Renewal, No Dues Certificate, etc. to be given across the counter Online Services (which are data based, and don t require departmental scrutiny) can be delivered directly at CFC across the counter (eg. Duplicate Bills, No Dues Certificates, etc.) NOC s from different departments not to be taken if the required data is available in database Marking of the complaint to the action taking personnel (i.e. Junior Engineer / Sanitary Inspector, etc.) Automatic Escalation of Complaints Display of Patient Information through Web Portal Use of Patient history Publishing of resolution through Web Portal Centralised Payroll generation Common Work-flow Management System for departmental file movement SMS alert to citizen upon complaint Redressal or Service Completion Printing of Single Receipt (No copy to be kept at PMC since the data is available in system) Use of Scanned signature of the sanctioning authority to generate LoIs, Work Orders, etc. Linking of Dues of Property Tax / Water / License for service delivery Pune Municipal Corporation Page 127 of 143

128 Flow-chart for the Citizen Interactions to be standardized in following manner: Citizen walks in the Citizen Service Center Fills up the application in a standardized application format & gives to the counter Application require any other document? No Yes Generate Necessary output (Duplicate Bill / LOI / Work Order / Certificate / License Copy) and hand over to citizen All documents attached? No Yes Accept payment (if required), Give Token Slip to Citizen Generate the Rejection Note and hand over to citizen Departmental Scrutiny reqd? No Yes Pre-defined work flow from one officer to another (Creation of role based organizational tree is required for this purpose) Objective, pre-defined scrutiny of the application If the application requires scrutiny from different departments, system should be able to handle it internally, without citizen required to visit these departments System Generated output based on the scrutiny decision (possibly with scanned signature of the decision authority) Pune Municipal Corporation Page 128 of 143

129 Annexure II : Analysis of Existing Modules at PMC PMC has undertaken various initiatives in last few years. Some of the initiatives have been quite successful within the limited scope of the department. PwC analysed these applications technically and functionally to see to it that the good initiatives stay and get integrated with the proposed holistic e-governance solution. The parameters for assessment of each of the existing modules for their viability to continue in parallel existence are given below: Generic Parameters for all Modules Area Technical Functional Parameters Maximum Score The complete backend process has been automated 5 The Software Module and the Website/Web Portal are integrated 5 An RDBMS is used at the backend 5 A 3-Tier Architecture is used for designing the Software module 5 The Database Design (Normalized Data Model) allows generation of standard and necessary reports 5 The module has been linked with the Accounts Module 5 The Software module is interlinked with the other modules like property assessment / license / water etc. 5 The Software module has been designed keeping in mind interoperability options, so that it can be linked easily to future applications like ERP, GIS, Data Mining 4 Capabilities Master Data of the Software Module is available in digitized (in Unicode) form 4 Data Search and Retrieval facility is available 2 TOTAL 45 The inputs and outputs have been standardized across all applications concerning the Software module 8 All the process functionalities are captured by the software module, and there is no manual dataflow 8 Functionality or Process changes can be captured with minimal changes in software module 5 Scrutiny of all applications concerning the Software module can be performed in an objective manner 5 New departmental services can be added with incremental efforts 4 Pune Municipal Corporation Page 129 of 143

130 TOTAL 30 Citizen Centricity All services are delivered through a Single Window System 20 Citizens can track module related services on web 5 TOTAL 25 The score obtained by each of the modules by assessing through the table above shall be called Score 1 (or SCR1) Module Specific (Non-Generic) Parameters Birth and Death Area Processes Citizen Services Parameters Maximum Score Bill generation for Birth/Death certificate charges 10 Receipt generation against payment collected 10 Printing of Certificates 10 TOTAL 30 Registration of Birth 10 Registration of Death 10 Registrations of Still Birth 10 Registration of Adoption of Child 10 Correction of details in birth registration 5 Correction of details in death registration 5 Issuing Birth Certificate 5 Issuing Death Certificate 5 Issuing Cremation Certificate 5 Informing non-availability of Birth/Death certificates 5 TOTAL 70 Water Department Area Processes Parameters Maximum Score Application Entry 10 Issuance of Letter of Intimation 10 Issuance of Work Order/Rejection Letter 10 Bill generation 10 Payment Collection 10 TOTAL 50 Pune Municipal Corporation Page 130 of 143

131 Citizen Services New Water connection approval 15 Closing of connection (Disconnection) 10 Reconnection 10 Change of Ownership 10 Issuance of License for Plumber 5 TOTAL 50 Property Tax Area Parameters Maximum Score Processes Application entry 8 Issuance of Special Notice 8 Bill Generation 7 Payment Collection 7 Adjustments 6 Property Enhancements / Changes 6 Issuance of Demand Notice 5 Issuance of Warrant Notice 5 Issuance of Warrant Execution Letter 4 Objection entry against Special Notice Total Property Tax Assessment Certificate 10 Extract of Property 8 Permission for Property transfer through heredity 6 Citizen Permission for Property transfer through other modes 6 Services No due certificate for arrears of Property 6 Issuance of duplicate tax bills 4 TOTAL 40 Building Permission Area Processes Citizen Services Parameters Maximum Score Application acceptance and issue token 10 Scrutiny of application 10 DC Rule Verification 20 Printing of Permissions 10 TOTAL 50 Layout Approval 10 New Building Permission 10 Pune Municipal Corporation Page 131 of 143

132 Revised Building Permission 10 Plinth Completion Certificate 10 Building Completion Certificate 10 TOTAL 50 Accounts Area Processes Parameters Maximum Score Build chart of accounts 10 Cash Book maintenance 10 Bank reconciliation 10 Enter bank balances 8 Grouping of account heads 8 Receipts entry 6 Deposit slips 6 Deposits 6 Grants 6 Bills and payment vouchers 6 Liability booking 6 Loans 6 Advances 6 TDS 6 TOTAL 100 The accounts module lacks citizen services parameter as it has minimal or no direct interaction with the citizens. Licenses (Market / Food) Area Processes Citizen Services Parameters Maximum Score Application entry 10 Site inspection (details updation) 7 Nomination 7 Hearing 6 TOTAL 30 Providing new license 10 Renewal of licenses 10 Permission of license transfer under nomination 7 Permission of license transfer under selling of business, 7 partnership and by other means Change in name of business / profession 7 Change of business / profession 7 Pune Municipal Corporation Page 132 of 143

133 Addition / deletion of partners 7 Increase / reduction in lines of business 7 Cancellation of license 4 Issuance of duplicate copy of license 4 TOTAL 70 Works Management System Area Processes Parameters Maximum Score Budget Provision Validation 5 Block Estimation Identification of different items, defining units 5 Selection of DSR / ESR / WSR rates 5 Preparation of Measurement Sheet, Abstract Sheet, Rate Analysis, etc. Defining various Milestones 5 Technical Sanction through workflow 10 Administrative Sanction through workflow 10 Tendering Generation of Tender Notice & Document 2 Uploading of the Documents on Web Portal 2 Capture of details of Tender Sale 2 Technical Bid Evaluation 2 Commercial Bid Evaluation 2 Project Execution Maintenance of Measurement Book 10 RA Bill 10 Billing for Extra Items 5 Completion Certificate 5 Various MIS Reports 10 TOTAL Web Portal Area Processes Parameters Maximum Score Define grievance types and subtypes 10 Define citizen charter 10 Action taken reports by concerned officers 10 Define workflow with durations 10 Pune Municipal Corporation Page 133 of 143

134 Citizen Services Changes in workflow possible with ease 10 Grouping of grievances 10 Automatic escalation of complaints 10 TOTAL 70 Lodging of grievances through CFC & Web 15 Status enquiry of the grievance lodged through CFC & 15 Web TOTAL 30 The score obtained by each of the modules after assessing through the table above that is specific for that particular module shall be called Score 2 (or SCR2) The overall score of a module that has been assessed through the generic parameters and the module specific parameters would be the sum of 60% of the generic parameter assessment score (SCR1) and 40% of the non-generic (module specific) parameter assessment score (SCR2). Thus the overall score would be: Overall Score = 60% of SCR1 + 40% of SCR2 PMC s Consultant recommended that the module be retained if the Overall Score is atleast 70. Even for the qualified modules, PwC would identify areas of improvement and customization areas for integrating these modules with the proposed e-governance solution at PMC. Score of various existing e-governance solutions at PMC are given below: Sr. No. Modules Over all Score 1 AutoDCR Octroi 70 3 WMS 68 4 Licenses Tender Cell Accounts Property tax Birth & Death 42 9 Water Department Web Portal 20.4 Pune Municipal Corporation Page 134 of 143

135 Annexure III : Specifications for IT Infrastructure Components A] Racks : For housing of all the Server Components 40 42U racks, to be mounted on the floor with proper floor mounting kits. The racks should conform to EIA-310 Standard for Cabinets, Racks, Panels and Associated Equipment and accommodate industry standard 19 rack mount equipment. Front and Back doors should be perforated with atleast 63% or higher perforations. All racks should be OEM racks with Adjustable mounting depth, Multioperator component compatibility, Numbered U positions, Powder coat paint finish and Protective grounding provisions. All racks should have dual power strips, and redundant cooling fan sets. All racks must be lockable on all sides with unique key for each rack. All racks should have Two Modular Power Distribution Units for a minimum off 10 number of devices, Mounting Hardware 2 Packs, Blanking Panel. Racks should also have a provision for cable entry from the top. Server Racks should have the following things in addition to the above mentioned hardware o Rack mount Keyboard and Monitor o PS/2 Interface adapter o USB Interface adapter o Serial Interface adapter with power supply The racks must have steel (solid / grill / mesh) front / rear doors and side panels. Racks should NOT have glass doors / panels. Both the front and rear doors should be designed with quick release hinges allowing for quick and easy detachment without the use of tools. Racks should have Rear Cable Management channels, Roof and base cable access Racks should be compatible with floor-throw as well as top-throw data centre cooling systems. KVM Switch should be IP based and 1 KVM switch per cluster of racks is required Bidder shall only quote for rack & PDU from brands of APC, IBM, Dell and HP. Pune Municipal Corporation Page 135 of 143

136 Physical Specifications Enclosure dimensions, rack mounting compatibility and weight load ratings: Internal EIA-310 External External External Static Dynamic Height Height Width Depth Rating Rating 42U mm 600mm 1070mm 1364kg 1023kg (78.40 ) (23.62 ) (42.13 ) (3000lbs) (2250lbs) B] Center Core Switch Hardware Architecture (Rack mountable) o Redundant Supervisor / Switching / Routing engine. The switching & routing performance claimed on the chassis should not degrade with failure of any one of the switching/routing engine modules. Redundancy should be on supervisor on different switching fabric. o Internal Redundant Power Supply o Power supply 230 Volt 50Hz input o Modular Chassis Interfaces / Slots o Minimum 8 Slots o 4 x 48 Ports GE (10/100/1000Mbps) and upgradeable o 1 x 24 Ports Gig Fibre Performance o High back plane speed 600 GBPS or more o Forwarding rate should be Mpps (non-blocking) L2 Features o IEEE 802.1Q VLAN encapsulation o 802.1s o 802.1w o IGMP snooping v1 and v2 IP Routing Protocols o Static Routing o OSPF o RIP o HSRP /VRRP o IPv6 support Pune Municipal Corporation Page 136 of 143

137 Security o Standard and extended ACL s on all ports o AAA and RADIUS authentication Manageability & Up gradation o Console port for administration & management o Support SNMP v1, v2 o Support management using CLI, GUI using Web interface o Support FTP/TFTP for upgrading the operating System Standards o IEEE 802.1x support o IEEE 802.3x full duplex on 10BASE-T and 100BASE-TX ports o IEEE 802.1D Spanning-Tree Protocol o IEEE 802.1p class-of-service (CoS) prioritization o IEEE 802.1Q VLAN o IEEE BASE-T specification o IEEE 802.3u 100BASE-TX specification C] Firewall Physical attributes o Should be mountable on 19 Rack o Modular Chassis Interfaces o 4 x GE o Console Port : 1 number Performance and Availability o Encrypted throughput: minimum throughput of 1.5 Gbps o Concurrent connections: up to 10,000 numbers o Simultaneous VPN tunnels: up to 10,000 numbers Protocols o TCP/IP, PPTP o RTP o IPSec, GRE, DES/3DES/AES o PPPoE, EAP-TLS, RTP o FTP, HTTP, HTTPS o SNMP, SMTP o DHCP, DNS Pune Municipal Corporation Page 137 of 143

138 o support for IPv6 Other support o 802.1Q, NAT, PAT, IP Multicast support, Remote Access VPN, Time based Access control lists, URL Filtering, support VLAN, Layer 2 Firewall, Virtual Firewall, Radius/ TACACS Management o Console, Telnet, SSHv2, Browser based configuration o SNMPv1, SNMPv2, SNMP v3 D] Intrusion Protection System (IPS) Features o Layer 7 Throughput of 1 Gigabit or more o Minimum 4 Numbers of Gigabit segments support. Option for future expansion to add 2 more Gigabit segments should be provided. o Should support fail-open to four Gigabit segments in case of hw/sw failure o Should protect against DoS/ DDoS / SYN-flood/ TCP-flood /UDP-flood o Capable of applying the security policies based on VLAN ID, Source/Destination subnets o Should protect against SSL based attacks by integrating with external high capacity SSL accelerators. o Should support peer to peer traffic detection & blocking and rate shaping for P2P traffic. o Should support bandwidth management and QOS provisioning o Should protect against XML based crafted messages Action on detection o Block attacks in real time, Drop Attack Packets, Packet Logging o Reset Connections, Action per Attack o Support for detailed intrusion alarms Stateful Operation o TCP Reassembly o IP Defragment o Bi-directional Inspection o Forensic Data Collection o Access Lists Signature Detection o Vendors Signature Database min signatures o Device should have capability to add User Defined Signatures Pune Municipal Corporation Page 138 of 143

139 o Should support Automatic signature synchronization from OEM database server on web Extensive protocol monitoring: should support monitoring of protocols such as TCP/IP, ICMP, FTP, UDP, SMTP, HTTP, SNMP, DNS, RPC, NetBios, Telnet etc Should also have the ability to monitor (trunked) traffic. Alerting SNMP, SMTP support o Log File, Syslog support Management o Console, SSH, Telnet, HTTPS, HTTP, SNMP v1, v2, v3 E] Database Server 2 X 64 bit RISC / EPIC processors with 1.4 GHz or above Processor should be latest series/generation for the server model being quoted Support for either of 64bit LINUX / UNIX / Windows Operating System, with cluster support Cache to be min 4MB per processor/ on chip Minimum 4 GB ECC Fully Buffered DDR2/SDRAM Memory to be offered per processor/ core 4 x 140 GB(or higher) SAS/Ultra III SCSI hot plug drives (15k rpm) 4 Ethernet Ports of 10/100/1000 Mbps Fiber Channel adapters/ports 2 x 4GBps PCI cards and slots should support hot-plug feature All cards should be on 64 bit PCI-X/PCI-e slots. 1 DVD Drive; 1 DAT Drive (36/72GB) Dual Redundant Power Supply; Provision for remote Management RAID Controller supporting RAID 0, 1, 5 F] Application / Web Server (Blade Servers) 7U to 12U Rack-mountable Hot Swappable, redundant power supply Blade Specifications: o Blade can be half/full height Pune Municipal Corporation Page 139 of 143

140 o 2 Quadcore 2.3 Ghz/ 2 Dual 3GHz with 4 MB shared L2 cache, 1333 MHz FSB or o 2 Dual Core RISC/1 Quad Core RISC/EPIC 1.2 Ghz or more o 4 GB DDR2 RAM with 2 No s free slots for future expandable capability. o Memory upgradeable to atleast 16 GB or higher per blade. o The Blade should have redundant 1 Gbps Fiber Channel HBA o 2 X (1000BASE-T) Tx Gigabit LAN ports support on blade server o 4 X 144GB HDD hot plug system disk with mirroring using integrated RAID 0,1,5 on internal disks o VGA/Graphics port o Support for either of 64bit LINUX / UNIX / Windows Operating System, with cluster support G] Domain Server Minimum 2x Quad core processor with 2.1Ghz or above with 1066Mhz FSB expandable to four physical processor with 2MB l2 cache per processor Minimum Memory: 4 GB, Scalability to 16 GB HDD 4x146GB 2.5" 10K RPM HDD or More Redundant Power Supply 2 x 10/100/1000 Mbps Ethernet Ports RAID Controller with RAID 0/1/5 with 256 MB cache and does not occupy any PCI slot 16x DVD ROM Server components should be UL, FCC, IEC,EN and ROHS complied. Rack Mountable - 4 U maximum Windows 2008 OS (Standard Edition) H] SAN SAN SWITCH Minimum 8 Active ports (each with minimum port speed 4Gb) scalable to 16 ports within same switch All cable and accessories for connecting Servers /Devices to SAN Should have capability of ISL trunking. Should have optical transceivers for short wave and long wave Should have dual Fans and Hot plug power supplies Pune Municipal Corporation Page 140 of 143

141 Should have web based management software for administration and configuration Should support zoning configuration All other necessary fibre cables and racking accessory should be supplied SAN Storage Dual active-active storage Controllers and SAN raid array and accommodate at least 10 or more FC hard disks in an end-to-end 4 Gbps architecture. The storage array should support industry-leading Operating System platforms and clustering including : Windows Server 2003 (enterprise Edition), Sun Solaris, HP-UX, IBM-AIX, LINUX/ UNIX etc. The storage array shall be configured with atleast 4 GB cache of total cache mirrored across with dedicated interface / paths communication between two storage controllers. All the necessary software to configure and manage the storage space, RAID configuration, logical drives allocation, virtualization, snapshots (including snapclones and snap mirrors) for configured capacity etc. Redundant and hot swappable power supplies, batteries and cooling fans and data path and storage controller. Load balancing must be controlled by system management software tools Multi-path & Load balancing software for all SAN connected servers shall be provided. The storage array must have complete cache protection mechanism either by de-staging data to disk or providing complete cache data protection with battery backup for upto 72 hours or more. The offered system should be pre-configured with at least 1 TB of useable Storage Capacity. The Storage should have at least 4 Gbps port bandwidth for the connectivity to servers and at least 4 Gbps port bandwidth (aggregated) for disk connectivity. Storage should support hardware based RAID with all the RAID levels( 0, 1, 5) The storage array must have capability to do array/controller based remote replication. The system array should support synchronous and asynchronous replication. Storage should be scalable upto atleast 4 TB. I] NAS Rack Ready, minimum 2.60GHz CPU Minimum 4GB Memory Pune Municipal Corporation Page 141 of 143

142 4*10/100/1000 Ethernet Ports, Storage space of minimum 1 TB, scalable upto atleast 4 TB Storage should support hardware based RAID with all the RAID levels( 0, 1, 5) Redundant and hot swappable power supplies, and cooling fans and data path and storage controller. J] UPS Input Standard Voltage, 380 /400 / 415 V 3 Phase, 3 or 4 wire, +10 %, - 15% Input Frequency, 50 Hz, +5% or -5% Output Steady State Voltage, 380 / 400 / 415 V +1% or -1% Output Frequency, 50 Hz, +0.25Hz to 0.5Hz Output Transient Voltage Stability, < 5% or 5% for a load change from 0% to 100% Overload 125% for 10 minutes and 150% for 60 seconds Efficiency at full rated load, Not less than 90% Total Harmonic Content With Linear Load < 2% for 100 % linear load and with 3:1 Crest factor load < 5% Input Harmonic Filter (for <10% Input current distortion) DC ripple (with & without Battery connected) < 1% Built In power factor correction Automatic shutdown of component for longer power outages Monitoring and logging the status of the power supply Displaying the voltage/current draw of the component Automatic restarting of component following a power outage Displaying the current voltage on the line Providing alarms on some error connections Providing protection against short circuits Operating Temperature range - 0 to 40 Celsius, Maximum 50 Celsius for not more than 8 hrs Design compliance with IEC and ISO Software that must be installed and integrated suitable operating system Supplies True Online UPS Power Non-Linear load compatible Capability to handle high Crest Factor load Pune Municipal Corporation Page 142 of 143

143 Ventilation- Air cooling with Integral Fans Built in Reliability & High Efficiency Low Audible Noise Compact Footprint Front Access for easy Maintenance The power factor of the UPS system shall be at 0.9 at all load conditions Input Current Harmonics < 10% The battery circuit breaker MCCB shall have O/L and U/V protection. PDU with isolation transformer shall be used for power distribution inside the data center if the UPS location is more than 30 metres from the Data center. The UPS shall have built in isolation transformer for re-referencing and to limit neutral- ground voltage to 1.50 volts as stipulated by server manufactures. Battery Backup of 120 minutes (with SMF Batteries) Pune Municipal Corporation Page 143 of 143