Presentation on theme: "ESTABLISHMENT OF CALL CENTER ( PARISHKARAM)"— Presentation transcript:
1ESTABLISHMENT OF CALL CENTER ( PARISHKARAM) DEPARTMENT OF AGRICULTURE
2CALL CENTERThere is a need to strengthen Research Extension farmer’s linkages on issues related to Agriculture and allied sectors.Information Technology and Communication play a vital role in Agriculture Extension Management to disseminate the technical know how to the farmers.In order to cater to the needs of farmers the Government of Andhra Pradesh has launched a Call Center (PARISHKARAM) at State level exclusively for Agriculture on 2st July 2003 for answering the problems posed by the farmers on toll free telephone No from 7.00 am to 8.00 pm .Hon’ble Chief Minister for Andhra Pradesh has inaugurated the State level Call Center (PARISHKARAM) on 2nd July 2003.
3CALL CENTER (Salient features) Imports Information Receives Grievances Refers to the concerned Dept.
4TERMS & REFERENCESThe call center is outsourced to a private organisation by I&TC dept. to call center solutions through Andhra Pradesh Sahakara Vignana Samiti Ltd.(Co- Operative nongovernmental organization.)
5PARISHKARAM - CALL CENTER Hardware Requirements of Server MachineProcessor : 2.0 GHz Intel Pentium-IVMemory : 512 MB RAMHard disk : 40 GB-IDENetwork card : 10/100 MbpsSoftware Requirements of Server MachineRed Hat Linux 9.0 Operating SystemApache Web serverPostgresql RDBMSPHP Scripting LanguageInternet Connectivity
6PARISHKARAM - CALL CENTER Hardware requirements at Level-I,II & IIIProcessor : Intel Pentium III or Pentium IVMemory : 128 MB RAMTVS Gold KeyboardScroll MouseSoftware requirements at Level-I,II & IIIWindows 2000, Windows XP Operating SystemMS-Office 98/2000
7INFRASTRUCTURE FACILITIES Level –IPersonal Computers in a LAN connected to Server, Digital Extensions From EPABX and equipped with HeadsetsLevel –IIPersonal Computers in a LAN connected to Server, Digital Extensions From EPABX.Level –IIIPersonal Computer in a LAN connected to Server, an outgoing STD line.
8PARISHKARAM - CALL CENTER Existing InfrastructureLevel-IHardware- Intel Pentium-II Processor, 64 MB RAMSoftware- Windows 98 OSLevel-IIHardware –Intel Pentium-II Processor, 64 MB RAMSoftware – Windows 98/Windows 2000 OS, MS-Office 2000Level-IIHardware –Intel Pentium-III Processor, 128 MB RAMSoftware – Windows Windows 2000 OS, MS-Office 2000.Internet connection & an outgoing STD line.
9TRANSFER CALL FACILITY Level- I: Calls will be received from the farmer & enter the data in to the computer like Name of the farmer, Village, mandal, District, Tel.No.and the query. The query will be answered with the available information on the desk top.The calls which are not answered will be transferred to level –IILevel – II : The call received from level – I will be answered by Scientists and Department officials.The calls which are not answered will be transferred to level – IIILevel – III:The call received from level – II will be answered by the specialist, if not referred to concerned Departments or the Joint Director of Agriculture who intern gives the solution through AO/MPEO within hours to the farmer and same will be intimated to the call center
10Farmer Dials the Call Center Level 1 - OperatorsFarmer Dials the Call Center123OperatorReceivesThe callQueryAnsweredIf NoLevel 2If YesCall Ends
11Level 1 Forwards the call to Level 2 Level 2 - SpecialistsLevel 1 Forwards the call to Level 251234University Persons 1 - 4Department PersonQueryAnsweredIf NoIf YesLevel 3Call Ends
12Level 3 - Outbound Operators Level 2 Forwards the call to Level 312Operator 2 browses the internet toAssist the operator 1QueryAnsweredForward the query byDialing the concerneddepartment byperson and store the callerIdentity for future responseIf NoIf YesCall Ends
13TIMINGS & SHIFTING ARRANGEMENT Call center is working daily from 7.00am to 8.00 pmShifts :There are two shiftsa) am to 1.30 pmb) pm to 8.00 pm
14THE NO. OF DEPLOYED OFFICERS, QUALIFICATION & DESIGNATION Agricultural University:16 Scientists deployedQualification :- M.Sc (Ag) to Ph.DDesignation :- Scientists to Prl.Scientists with rich research and field knowledge.Department Officers:- (Retd. Officers on contract )10 Departmental OfficersQualification :- B.Sc (Ag) to M.Sc (Ag)Designation :- Asst.Director of Agriculture to Joint Director of Agriculture with sound extension and schemes knowledge.
15PARISHKARAM - CALL CENTER Details of software contentCallers DetailsCrop Details & Nature of QueryQueries & Answers (Parishkaram)
16PARISHKARAM - CALL CENTER OutputGeneration of various reports to assist Decision Makers.District wise crop wise number of calls receivedDistrict wise crop wise-category wise number of calls receivedDistrict wise crop wise-query wise number of calls receivedDistrict wise crop wise-sub category wise number of calls receivedDate wise number of calls received
17Calls received by Crop Production Scientist Contd.Calls received by Crop Production ScientistCalls received by Crop Protection ScientistCalls received by Horticulture ScientistCalls received by Plant Breeding ScientistCalls received by Agriculture Department
18NUMBER OF CALLS RECEIVED Expert wise calls receivedJuly-03Aug-03Sept-03 (upto )Crop Production701679390Crop Protection5081106973Breeding1579340Horticulture470411271Agriculture & Allied358385211Total219426741885
20TEETHING TROUBLES AT CALL CENTER AND AT BSNL On July 2nd calls per day hit the calls center.Average only calls mature per day.Dropping calls.Disconnected calls.BSNL Proposed for alternate no instead of 1111
21MONTHLY EXPENDITURE OF CALL CENTER At 1st Level @ Rs.17000/- per seat /month for 3seats = Rs.51000/-At 2nd Rs.11000/- per seat / month for 5 seats = Rs.55000/-At 3rd Rs.11000/-per seat for 2 seats = Rs.22000/-Outbound line Rs.4500/-month approximatelyCost of Inbound calls bill is awaited Approx. Rs /- for calls in 2 months.
22BSNL REGISTRATION FEE for No. 1111 is Rs.15,000/- Hunting Rs.2000/-per line for 8 lines Rs.16,000/-.
23SALARY OR HONORORIUMFor ANGRAU Scientists : HONORORIUM for 16 Rs.2000/- per month /personFor Retired Dept. officers : Remuneration for Officers @ Rs to 15, /- per month/ person
24OTHER CALL CENTERS AP.Transco Regional Transport Office Municipal Corporation of HyderabadMetro Water WorksA.P.Road Transport CorporationThirumala Thirupathi Devastanam