e Governance Co Operation Sparsh

8/8/2019 e Governance Co Operation Sparsh

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e-GovernanceCo-Operation for

Government of Karnataka

www.intelenetglobal.com & www.sparshindia.com


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Company Overview

Requirement Understanding

Solution Overview

Roles and responsibilities

E-Governance-Case StudySparsh Value Proposition

Next Steps

Agenda


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Ranked as the second largest BPO employer in India by Nasscom (Indian chamber of commerce of the

IT-ITeS industries)

Backed by Blackstone Private Equity, a leader in the field of private equity

Over 25,000 employees across 30 state-of-the-art centres across 14 cities globally

23 centres in India, 1 in Philippines, 1 in Mauritius, 3 in USA and 2 in Latin America

Client base includes 50 blue chip companies in the UK, US, Australia and 40 India based MNCs

20% domestic business & 80% international business by revenue

BPO work includes Contact centre and customer management, order fulfilment, collections, retention, lead

generation, back office and finance & accounting functions

400 million calls and 75 million data transactions processed annually

Certified to ISO27001 (BS7799) for Technology and Security compliance

Certified to Customer Operations Performance Centre (COPC) version 4.0

Strong focus on corporate governance

Intelenet Snapshot


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Background Sparsh was originally the domestic BPO division of Spanco Telesystems and Solutions (a listed company)

Intelenet acquired a 51 % stake in Sparsh in December 2005 and subsequently de-merged it into its domestic subsidiary, IntelenetBPO Services Limited (IBSL or Sparsh). 49% of the capital was issued to Spancos existing shareholders

Intelenet now has 71% stake in Sparsh as of July 2008

Listed on the Bombay Stock Exchange on March 23rd , 2007 Sparsh is the largest domestic BPO company servicing about 3 million outbound calls and 6 million inbound calls monthly

Infrastructure & Facilities

The domestic operations has more than 15000 employees across 10 locations in India

Current capacity of about 9700 seats with expansion plans of an additional 10,000 seats by FY 2009

Services and Clients

Provides customized outsourcing services and solutions to over 40 domestic clients.

It manages a wide array of processes across verticals including Financial services,

Insurance, Telecom, Travel, Retail, Media, Consumer Durables, Healthcare etc.

It offers multilingual (15 Indian languages Hindi, Punjabi, Bengali, Marathi, Kannada,

Telugu, Malayalam and Tamil including English as an anchor language) capabilities

to clients

Sparsh Our Domestic Subsidiary

MooreRowland Internal Auditors

RSM Statutory Audit

QAI COPC Audit

Corporate Governance Framework


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Global Delivery Centres

Mumbai, India Fargo, USA Manila, PhilippinesChennai, India Pune, India Mauritius

Mum bai Chenna i

Gurgaon Okhla Pune Kolka ta Bangalore Chandigadh

23 Centres

Manila, Philippines

1 Centre

India

Ebene, Mauritius

1 Centre

Fargo, ND Chesapeake, VA Campbellsville, KY

3 Centres

North America

Guatemala

1 Centre

Panama

1 Centre


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India Delivery Centres

1,00050,0001Mohali

11

1

1

1

1

3

3

Centres

487,000

30,000

40,650

20,750

29,450

161,150

155,000

Area (in sq.ft.)

9,740Total

813Bangalore

600Chennai

415Kolkata

589Pune

3,223Gurgaon

3,100Mumbai

SeatsLocations


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Travel & Hospitality

Telecom

Retail

Manufacturing

BFSI

Contact Centre Customer Service

Sales

Collections

Transaction Processing Application processing

Rule set processing Underwriting & Invoice

processing

Customer account Creation &Maintenance

Complaint Handling

Accounting Services Accounts payable

Accounts receivables

Inventory management

Reconciliation

Payment Processing

E-Services Chat Support E-mail services

Application &Infrastructure

Legacy re-platform

User Interfaces

Application development

Application maintenance

Infrastructure management

Enterprise Solutions

CRM

Web - enabling

Predictive modelling

Business intelligence andwarehousing

Support Services

Testing

Reporting services

Inventory management

System integrations

Process Consulting Process mapping &

documentation

Capacity modelling

Transaction Qualitymonitoring & improvement

Benchmarking Process re-engineering

Business Analytics

LEAN & six-sigma

Offshore Consulting

Offshoreability assessment

Offshore cost modelling

Location selection &attractiveness

Service Levels &Contracting

Offshore operations design

Transition planning &implementation

Service Offerings

BPO Technology Consulting


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Telecom

BFSI

Travel

Retail &Manufacturing

International Partnerships

IT &Online Services

Media &Entertainment


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Retail &Manufacturing

Telecom

BFSI

Travel & Media

Domestic Partnerships

Government &Education


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Our Understanding OfYour Requirements


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Proposed initiatives to preferably be on a PPP mode

Approach and execution to encompass the current efforts already under way andbuild on them

Use technology to enable Good Governance and help the Government becomemore responsive to the needs of citizens

Exhibit some experience in setting up and executing similar projects

To provide solutions and ideas that meet the present needs of the problem areas under consideration focus on a core area of the partners interest/strength in the field of e-Governance

Expectations from the partner in this venture


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Few existing e-Governance Initiatives with GoK

Taking governance to thedoorstep of people

Applications/peti tions to bereceived in advance forquick and on spot redressal

Programme effectivenesspercolated till the taluk andhobli levels

One-Stop-Shop for all G2C,G2B and B2C interactions".

Grid wise approach tomaximize the serviceprovision areas

Easy access to a chain of computerized IntegratedCitizen Service Centers(ICSC's)

Highlights HighlightsHighlights

Fully Online System of mutation of records

Foolproof methodologies-Biometric authentication

Scanned Field Mutation

records in each taluk First in First in mutation

process eliminatingfavourism

JANASPANDANA BHOOMI

BANGALOREONE

Online petition management Home agents for easy accessibility Kiosks for information delivery

EXAMPLES OF WHAT WE CAN DO TO BETTER THE EFFICIENCY OF THESE INITIATIVES

Extend Bangalore One torural Karnataka

Suggestion Boxes at thesecenters


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OPPORTUNITIES THREATS

Vision of the government to have Good

Governance processes

Variety of e-governance initiatives already in place

Huge response for key projects

Focus on projects like BHOOMI and Janaspandana

has percolated down to taluk and hobli levels

Structured approach to information dissemination

on an integrated application platform

Dedicated and professional teams managing all

touch points with citizens

Organised and structured reporting with

analytical capabilities for quick and correct decision

making

Lack of awareness amongst citizens

Absense of proper channel to access

information

Lack of feedback mechanism

Projects are individual in nature

No widespread efforts to induce participation

from citizens

Decentralised approach

Absence of single window response

mechanism

WEAKNESSES

Existing Initiatives and current delivery mechanisms-A SWOT

STRENGTHS


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Dedicated and qualified team to manage information dissemination in a structured

manner

Integrated systems to stitch across information banks of various departments-

Share best practices from similar e-governance projectstechnology, information

gathering and dissemination, SLAs (internal and external) etc

Intranet with defined access to various stake holders across departments withreal time access to status on action items

Customisable and Structred reporting with review mechanisms for decision

making and corrective measures

Processes to induce participation from citizens to contribute with suggestions

What can we do to enhance current set-up


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Overview Of OurProposed Solution


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Agenda and Objectives

The ideas presented hereon are intended only to get us started on the

brainstorming exercise and act as a pivot for discussions

We are hoping to get some feedback/consensus around these ideas

Once we agree on the basic framework, we will present an execution

methodology that will cover all ideas shortlisted


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The proposed solution is modular and addresses two focus areas of Good

Governance

Ability to disseminate information in a quick and efficient manner (Phase 1)

Ability to be responsive to citizens by capturing and acting on suggestions and areas of

concern/improvement (Suggestion Box) (Phase 2)

Both of the above will be done through a Facilitation Management Unit that will

have voice and non-voice capabilities

The roll-out of Phase 2 will depend on the success of Phase 1 as defined by

metrics established at the start

Overview of the Proposed Solution


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Integrate multiple channels of communication such as email, voice, IVR, fax,

internet etc to facilitate ease of accessibility of GoK to the citizen

Collation and smart segregation of information across departments

In house front-end application for user friendly access

Access to information centre for citizens through a single number for all

departments

Qualified, trained and dedicated team focusing on all touch points for citizens-Voice, e-mails, fax and letters

Integrated systems and applications for customisable reporting and analytical

capabilities

Integration of Intelenets home grown kiosks and work-from-home concept to

drive e-governance initiatives to the grassroot level

Facilitation Management Unit - Approach and Execution


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How the Governments Facilitation Management Unit would work

BHOOMI BBMPTRANSPORTVOTER

INFORMATION

BDAJANASPANDANA

PROJECTS/INITIATIVES VARIOUS GOVERNMENT DEPARTMENTS

INTEGRATED APPLICATION PLATFORM (DEVELOPED BY INTELENET)

GOVERNMENT OF KARNATAKA FACILITATION MANAGEMENT UNIT

INFORMATION

DISSEMINATIONUNIT

SUGGESTIONBOX

INTELENETS SPECIALIZED SEARCH ENGINE

Citizens

Question

Request

Search and Retrieve

Citizens

Suggestionor Query

Tagging,forwarding to deptand archiving

REPORTSMODULE


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Roles andResponsibilities


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Qualified and trained workforce who would be dedicated to this process

Investments inInfrastructure (facilities) to house the set-up

IT Infrastructure both hardware and software

Connectivity to your systemsIntelenets specialized information search (and retrieval) engine

Application software to integrate the different systems and create the appropriate front-end

Hiring and training for the workforce

On going maintenance and upkeep of facilities, systems and technology

Existing competencies and process expertise to manage and improve upon deliverables likeefficient processes, improved delivery efficiencies, transition from existing to new operatingmodels etc

Intelenets pioneering products and concepts kiosks as well as home agents to take thebenefits of e-governance to people at all levels

Experience of managing e-Governance initiative for the Government of Delhi

Quality control as well as measurement systems and standards

What we bring to the table


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Project Initiation Stage

Access to updated information (Critical Success Factor)

Sign-off on documentation, approval requests, FAQs etc

Availability of key stake holders from departments for review meetings

Ongoing Basis

A single point of contact for each department

Regular updates from departments on process updates, policy changes etc

Effective escalation process to ensure on-time reverts to citizens

Support Required from Government of Karnataka


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Sparshs e-GovernanceCapability

A Case Study


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Citizen Relationship andGrievance Management System

(CRGMS)

For Government of DelhiAn

Overview


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Citizen Relationship and Grievance Management System Process initiated on May 2007

Team of 25 Customer Service Representatives dedicated to the process

Servicing all grievances with respect to 209 Departments of Delhi Govt

24*7 Operating Window

Monthly Call Volumes at 5000+

Grievances registered on a monthly basis at 1500+

Knowledge bank regularly updated with FAQs current count at 16000+

Grievances classified as priority and non priority with each department

Follow up twice each day with all departments on all priority grievances

Reminders to all departments sent by fax for grievances lodged the previous day

Pending Grievances and Ageing Report sent to all Department Heads on a weekly

basisall Department Heads can also access information online through the url

Information Dissemination to be launched by Nov 2008


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Home Grown Software Infrastructure

IVRS (Greets the citizen and canrecord complaints directly)

CRM (Takes in the details of thecitizen and facilitates call centerreporting)

Aapki Sunwai Website(http://www.155345.in/ ) (Registrationof the grievance by the citizen, re-dressal by the departments andreports on re-dressalefficiency/effectiveness)

Search Engine(http://www.155345.in:8080/sparsh )(Allows quick informationdissemination to the citizen

Reports at each tool level


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Process Description

Grievance Management Grievances entered online by the agent Citizen issued a grievance no for future reference

Departments action by designated officers addressing the issues Department heads govern the process for their own departments. Citizens reach the call center again for status on their issues. Current status of a

grievance is conveyed as reflected in the website Key highlights of the grievance management system Top type of grievances, ageing,

prioritization (immediate action and general), classification basis priority and nonpriority grievances

Search Engine Question bank with 16000+ questions, FAQs and location details in the search engineand is searched by the agent

Updates to content responsibility of the department heads or designated officials andis updated post workflow on the system. Relevant access is provided

Key highlights of Search Engine - Filtered search, Top type of queries, easy navigationand usage

Technology Windows 2003/.NET technologies/Internet Hosting


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Our Value Proposition


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Sparsh Value Proposition

Domain expertise and experience in handling Government initiatives especially

e-Governance

Usage of technology, applications, Intelenets in-house developed kiosks and other best

practices to provide rural citizens with easy access to the Facilitation Management Unit

Multilingual capability (15+ languages in India) to cater to different geographies

Ability to replicate BPO capability in the rural segment using Home Agent technology

Ability to seamlessly transition processes (100+ processes seamlessly transitioned across 7

countries)

Robust citizen engagement model - Info Bank and Suggestion Box

Ability to work in the PPP mode - remove the pain of managing employee base, infrastructure,

technology and other investments all these taken care of by us

Deployment of tool based operational environment for seamless integration of the data

across various departments

Ensure information security, data protection & audit compliance at all times

Quality focus and real-time online reports for status monitoring and corrective measures


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Next Steps


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Suggested way forward

Agree that this partnership is a win-win for both parties

Establish the objectives and deliverables of the partnership

Establish scope, budgets, scale/volume, modules to beimplemented, roles and responsibilities and so on

Agree on commercials and sign LoI/contract

Agree on transition plan and timelines

Execute to plan


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T o

l l g a

t e

Understand peoplerequirements in termsof skill sets, capacity,span of control etc.Also understand theoverall relationship

model

P r o c e s s

S t e p s

C r i

t i c a

l D e

l i v e r a

b l e s

T o

l l g a

t e

T o

l l g a

t e

Gain completeunderstanding ofrequirements in terms ofcomponents,redundancy, bandwidthrequirements,CRM etc

Building a detailed projectplan with milestones andcommunication plan

Governance board

Ramp up roadmap

Skill Set mapping

Delivery team

Span of control

Training game plan

Capacity modelling

T o

l l g a

t e

T o

l l g a

t e

Understand baselineperformance on SLA,learning curve effect anddevelop enabler process

Mapping WAN and

LAN set-up

As is design

Bandwidth Sizing

Final Design

Redundancy

Bill of Material

CRM Requirements

Testing Plan

BAU process

Baselining

SLA Mapping

Learning Curve

Forecasting

Scheduling

Exception process

Escalation process

QA process

Customer Sat

Change control

Project Plan

Milestones

Communication plan

Overall Readiness

Project Sponsor

Project Manager

Legal & Compliance

Process Owner

People Technology Process ProjectManagement Sign Off

Technology Owner

Transition workshop Technology Setup Hiring & TTT Go Live

Stabilise & Grow

Transition Approach..


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Based on our Typical Transition Methodology

FACTS provides customers with a step-by-step frameworkto identify requirements relevant to the process beingoutsourced and then document them in a consistentstructure that will facilitate smooth knowledge transfer.

This framework also provides the entire projectmanagement toolset required for developing migrationplans, monitoring progress and reporting to keystakeholders.

Act asCustomercustodian

BuildTransitionStrategies

ManagingExpectations

Buildingtransparency

Developing & Executing

plan

Set-up and transition could take anywherefrom 8-16 weeks depending on departmentsand projects that are defined within the scopeof this initiative


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Thank You


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Annexures


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Snapshot of Statistical Report


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Snapshot of Ageing Reports


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Snapshot of Modify Info Log Report


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Snapshot of Grievance Repots


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Snapshot of DLR ( Daily Login Reports)

Snapshot of ARR (Agent Rank report)


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Snapshot of ARR (Agent Rank report)

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e Governance Co Operation Sparsh

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