esarkar Helpdesk Document June, 2012 Version 1.0

esarkar Helpdesk Document June, 2012 Version 1.0

Notice 2012 Tata Consultancy Services Limited This is a controlled document. Unauthorized access, copying, replication or usage for a purpose other than for which it is intended, are prohibited. All trademarks that appear in the document have been used for identification purposes only and belong to the respective companies. Government Industry Solution Unit (ISU) TCS Punjab IFMS & IWDMS Team TCS Confidential 2

Document Release Note Document Details Name Version Number Description Helpdesk 1.0 This Document describes Methodology and Prcoess of Support at e-sarkar Helpdesk Revision Details Reference No Action Taken ( Add / Del / Change / Replace) Preceding Page No. New Page No. Revision description This document and any revised pages are subject to document control. Please keep them upto-date using the release notices from the distributor of the document. Approved by: Authorized by: Date: Date: TCS Confidential 3

Contents 1. Overview... 6 2. Location Details and Office Hours... 7 3. Application Support... 8 4. esarkar Helpdesk Support Levels... 15 5. esarkar Helpdesk Process... 16 TCS Confidential 4

List of Abbreviations TBP OBP BT DMO DDO GoP CTP AG HoD CO CSS PPO Abbreviation Expanded Form Treasury Bill Processing Online Bill Processing Book Transfer Debt Management Office Disbursement Drawing Office Government of Punjab Cyber Treasury Portal Accountant General Head of Department Controlling Officer Central Sponsored Scheme Pension Pay Order TCS Confidential 5

1. Overview The esarkar Helpdesk provides the support to the users from 95 Treasuries and 44 Departments approx. including Main & Mini Secretariat. esarkar helpdesk provides the technical and functional support to all the users covered under the project. The Helpdesk will also serve as Project Information Centre where in users can come and get awareness about the application, get their queries resolved and also try hands on experience of the application. Some of the functions of esarkar Helpdesk cum Project Information Centre are as follows: esarkar Helpdesk o Technical and functional support manned by 5 support staff having PC and Phone. o Respond to the user queries/problems and resolve the issues or raise a problem request in the system. o Toll Free number for first level support o Serve as a single point of contact for all Infrastructure related problems o Serve as a single point of contact for all Application related problems Project Information Centre o 4 Workstations with access to the applications o User can directly contact with the helpdesk for the demonstration of application and practice the same. o Individual training needs related to application usage will also be addressed at Information Centre. o Users can walk-in to get their application/infrastructure related issues addressed. TCS Confidential 6

2. Location Details and Office Hours Help Desk Location: esarkar Help Desk Punjab Civil Secretariat, Ground Floor, Sector-1, Chandigarh Helpdesk Toll Free No: 1800-4190737 Email: helpdesk.ifms@punjabgovt.gov.in, helpdesk.iwdms@punjabgovt.gov.in Hours of Operation: Operating Hours: 8:00 AM to 8:00 PM on any day any department of the GoP is functional. Government holidays are excluded from operating hours. Methods of Contact User can contact the esarkar Help Desk by using the following mediums- Medium I: User can call o following Toll Free Number of E-Sarkar Help desk- o Toll Free No: 1800-4190737 Medium II: Users send an E-mail to esarkar Help desk- Email: helpdesk.ifms@punjabgovt.gov.in, helpdesk.iwdms@punjabgovt.gov.in Medium III: Users can Visit esarkar Help desk at following address- o esarkar Help Desk Punjab Civil Secretariat, Ground Floor, Sector-1, Chandigarh. Medium IV: Users can directly Login into esarkar Helpdesk Manager- o http://10.10.20.15:8080/ (through PAWAN Network) TCS Confidential 7

3. Application Support The esarkar Help Desk provides support for the following applications (Incident Area /Sub Area) and services. IFMS Application o Treasury Bill Processing (TBP) Unable to Complete Detail Bill Entry Unable to print cheque Bill not forwarded in Correct user account Bill not reflected in cheque preparation Update BT of Bill Unable to dispatch chequre from outward o Accounting Cash book receipt and receipt subsidiary register mismatch Cash Account Not generated account report not printing or unable to generate Updation of Head Structure Correction in voucher BT head structure / BT Amount Direct voucher posting screen not working While uploading Receipt E Scroll, Contact to Helpdesk error is generated. o Office Accounting Statement of Account not generated. Forest Account Entry is not getting saved. AG Account entry is not getting saved. o Strong Room Unable to update challan Update closing and opening balance of stock o Cheque Inventory Cheque series is not available. o Debt Management Office (DMO) DP Sheet detail Entry not generated Report Not Generated Market Loan Entry is not saved o Online Bill Processing Unable to open login ids of DDO users. Change in amount of bill after submitting the bill to treasury office. Unable to get bill back from treasury office. Change user login id incase of transfer of DDO Error occurred while saving/submitting the bill Update head structure of bill after submitting the bill in treasury office Grant is not reflecting in DDO Grant heads link o Cyber Treasury Unable to register in CTP for payment of receipt. Unable to upload E-scroll. TCS Confidential 8

Payment status is not reflected or showing failure. Unable to redirecting to bank site for payment. o Grant Unable to release amount to HOD to CO /CO to CO /CO to DDO Unable to revoke amount from HOD to CO /CO to CO /CO to DDO Correct/Proper amount is not reflecting in screen o Budget Unable to forward the Budget Estimate to the next level Unable to generate the Budget Books/ Reports How to get the overall budget approved Not able to release amount in a particular head o Planning CSS Annexure before scheme code display CS Labels are not printed correctly Formating is not proper Provide Print Option in Each Outlay Screen. o Pension PPO entry not saved Pension revision case cannot be entered Old PPO cannot update Pension report not generated IWDMS Application o Core Application Issues Required Subjects not available DAK not getting forwarded to correct User-ID Not able to attach documents in KMS Internal/External Department not available Punjabi Font not available Incorrect Post/Department for the user getting displayed Unable to perform dispatch against DAK Inward Registry showing incorrect information Outward Registry showing incorrect information Unable to add documents in Knowledge bank Issue in searching old DAK/File Issue in creating new appointments Unable to delete documents from Knowledge bank Unable to search contact for sending communiqué Unable to track existing communiqué Unable to delete old communiqués Unable to search documents in Knowledge Bank Common Application Issues o Generic Common Application Issues Unable to access/find any common Module TCS Confidential 9

o Employee Information System Unable to update information in Employee Information System Incorrect Information not getting displayed in Employee Information System Unable to add Information in Employee Information System o Service Book Incorrect information displayed in Service Book o Leave Incorrect information displayed in Leave System Unable to raise request for leave Unable to find status of existing leave request o Court Case Application Not able to find existing court case Unable to add new court case information Issue in generating MIS for Court Case Information o Asset Management Problem in raising request for new asset Unable to track status of existing asset request Unable to approve new asset requisition o LAQ (Legislative Assembly Questions) Problem in adding new LAQs Issue in tracking previously added LAQs Unable to add reply to LAQ o Loans/Advance Module Problem in raising new Loans/Advance Request Unable to find status of existing loans/advance request Unable to approve Loans/Advance Request o Annual Confidential Report Unable to add ACR Goals Issues in adding achievements in ACRs Issues in approving ACR o Monitoring of GOI Issues Unable to add new GOI Issue Unable to assign action against an Issue Unable to update status of GOI Issue o Grievance Application Unable to raise a Grievance Issue in Tracking an existing Grievance Problem faced in responding to Grievance TCS Confidential 10

o RTI Unable to forward Grievance to required authority Unable to add request for RTI APIO/PIO not configured for RTI request Not able to track existing RTI Unable to generate MIS for RTI o VPMS Visitor Pass Management System Unable to generate Pass using VPMS Photo not getting attached while creating Passes Issues in printing visitor pass o VPMS Online VPMS Unable to approve VPMS request o Cabinet Meeting Module Unable to schedule new meeting Issue in adding agenda Problem in assigning action items Issue faced in responding to action items o Constitution and Monitoring of committees Unable to create a new committee Problem in adding members to new committee Issue in scheduling meeting for committee Issue in adding action items to committee members o Travel and Tour Request Issue in raising new Travel and Tour Request Problem in tracking current status of request Issue in approving travel and tour request o Travel and Tour Reimbursement Issue in raising new reimbursement Problem in approving reimbursement request Issue in tracking status of reimbursement request o Earned Leave Encashment Problem in raising new encashment request Issue in approving reimbursement request TCS Confidential 11

Unable to track status of existing request o Processing of LTC Request Unable to raise LTC Request Problem in approving LTC Request Unable to track existing LTC request o Processing of Bills Unable to raise new Request Problem in approving raised Request Unable to track existing request o Medical Bills Reinbursement Issue in raising new reimbursement Problem in approving reimbursement request Issue in tracking status of reimbursement request o Cessation of Service Issue in initiating Resignation Problem in approving Resignation Issue in generating Reports on Exit Statistics o Processing of Promotion Issue in initiating Promotion Problem in approving Promotion o Monitoring of Vacant Posts & recruitment Unable to initiate new Vacancies Unable to Add Selected Candidates Unable to generate Recruitment Reports o Processing of Deputations Unable to initiate new Vacancy for Deputation Unable to Nominate for Deputation Unable to Generate reports on Deputation o Processing of Transfers Unable to initiate new Vacancy for Deputation Unable to Nominate for Deputation Unable to Generate reports on Deputation o Processing of Pension Unable to raise Pension request Unable to approve Pension request TCS Confidential 12

o Processing of Additional Pay Unable to raise Additional pay request Unable to approve Additional pay request Unable to generate Report on Additional Pay requests o Annual Pay Increments Unable to initate Regular pay increment Unable to access Regular Pay increment Reports o Pay Fixation - On Promotions Unable to initate Pay Fixation Unable to generate Pay Fixation Reports o Probation & Appointment Unable to initiate new Confirmation Request Unable to approve Confirmation Request Unable to generate reports on Probation & Confirmation o GPF Unable to initiate GPF Withdrawal Request Unable to approve GPF Withdrawal Request Issue in tracking status of GPF Withdrawal Request o Framing of Bills or Amendments in the legislative assembly Issue in raising new Amend Act Issue in approving Amend Act o Processing of Audit Para Unable initiate Audit Para Unable to generate Audit Para Report o Departmental Enquiry Issue in raising Preliminary Enquiry Unable to issue charge sheet Unable to initiate Departmental Enquiry Unable to add Hearing Details Unable to add Enquiry Comments Unable to submit appeal Unable to add Allegation Details Issue in generating Departmental Enquiry Report o Vigilance Enquiry TCS Confidential 13

Issue in initiating Vigilance Enquiry Issue in generating Vigilance Enuiry Reports o Land Acquisition Issue in raising Land Acquisition Request Unable to generate Land Acquisition reports o Hiring of Buildings Problem in initiating Hiring of Building Request Problem in filing Hiring of Building Tender Infrastructure Support o Desktop related Issue o Printer related Issue o Scanner related Issue o UPS related Issue o Connectivity related Issue General Issues o Application page not getting displayed o Password Related Issues ( Locked / Forgot Password ) o User Login ID related issues ( Forgot ID / User-ID not created) o Access Permission Issues o FAQ TCS Confidential 14

4. esarkar Helpdesk Support Levels The esarkar Help Desk supports levels are follows: Level 1 Support: This is the initial Level 1 Support responsible to gather the user s information and will raise the incident in the system and provide the Incident Number to the user and forwarded it to Level 2 Support Person apart from General Issues mentioned in Section 3. Level 2 Support: This is a more in-depth technical support level than Level 1 and more experienced and knowledgeable on a particular Incident areas or service. Level 2 is responsible for handling the difficult or advanced problems, back-end support, and development of solutions to new or unknown issues. If Level 2 Support Person requires more information to close or resolve the issue, they will call to the respective user for necessary information. After getting the same, Level 2 supports troubleshoot the issue and find a solution. Level 3 Support: This is the highest level of support in a three-tiered support model responsible for handling the most difficult or advanced problems. Level 3 is responsible to track incidents even when they are being actioned by a Level 1 & 2 Support and also responsible to monitor Service Level Agreement (SLA). TCS Confidential 15

5. esarkar Helpdesk Process User will call Helpdesk Toll Free number and will provide the below mentioned detail: o User ID o Name o Phone No o Email ID o Department o Location, o Incident Area/Sub Area, o Issue Description The Call will be received at Helpdesk (L1 Support Level). The Support Person will raise the incident in the system and provide the incident no to the user. Apart from General Issues mentioned in Section 3, all other incidents will be forwarded to Level 2 Support Person. If immediate assistance cannot be obtained from the Help Desk (Level 1 Support), the person will endeavor to forward their request/indent or query to the appropriate person or group (Level 2 Support). Level 2 Support Person will resolve the issue and intimate to the user by email. Or If Level 2 Support Person requires more information to close or resolve the issue, they will call the respective user for further information. After getting the required information, Level 2 support Person will resolve the issue and intimate to the user by email. Or If Level 2 Support Person unable to resolve the issue, the staff will endeavor to forward the request/indent or query to the appropriate person or group (Level 3 Support). Level 3 supports will take appropriate action and update the same to the user by email. TCS Confidential 16