1. ESTABLISHMENT OF CALL CENTER ( PARISHKARAM)
DEPARTMENT OF AGRICULTURE

2. CALL CENTER
There 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.

3. CALL CENTER (Salient features) Imports Information Receives Grievances
Refers to the concerned Dept.

4. TERMS & REFERENCES
The 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.)

5. PARISHKARAM - CALL CENTER
Hardware Requirements of Server Machine
Processor : 2.0 GHz Intel Pentium-IV
Memory : 512 MB RAM
Hard disk : 40 GB-IDE
Network card : 10/100 Mbps
Software Requirements of Server Machine
Red Hat Linux 9.0 Operating System
Apache Web server
Postgresql RDBMS
PHP Scripting Language
Internet Connectivity

6. PARISHKARAM - CALL CENTER
Hardware requirements at Level-I,II & III
Processor : Intel Pentium III or Pentium IV
Memory : 128 MB RAM
TVS Gold Keyboard
Scroll Mouse
Software requirements at Level-I,II & III
Windows 2000, Windows XP Operating System
MS-Office 98/2000

7. INFRASTRUCTURE FACILITIES
Level –I
Personal Computers in a LAN connected to Server, Digital Extensions From EPABX and equipped with Headsets
Level –II
Personal Computers in a LAN connected to Server, Digital Extensions From EPABX.
Level –III
Personal Computer in a LAN connected to Server, an outgoing STD line.

8. PARISHKARAM - CALL CENTER
Existing Infrastructure
Level-I
Hardware- Intel Pentium-II Processor, 64 MB RAM
Software- Windows 98 OS
Level-II
Hardware –Intel Pentium-II Processor, 64 MB RAM
Software – Windows 98/Windows 2000 OS, MS-Office 2000
Level-II
Hardware –Intel Pentium-III Processor, 128 MB RAM
Software – Windows Windows 2000 OS, MS-Office 2000.
Internet connection & an outgoing STD line.

9. TRANSFER 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 –II
Level – 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 – III
Level – 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

10. Farmer Dials the Call Center
Level 1 - Operators
Farmer Dials the Call Center 1 2 3
Operator
Receives
The call
Query
Answered
If No
Level 2
If Yes
Call Ends

11. Level 1 Forwards the call to Level 2
Level 2 - Specialists
Level 1 Forwards the call to Level 2 5 1 2 3 4
University Persons 1 - 4
Department Person
Query
Answered
If No
If Yes
Level 3
Call Ends

12. Level 3 - Outbound Operators
Level 2 Forwards the call to Level 3 1 2
Operator 2 browses the internet to
Assist the operator 1
Query
Answered
Forward the query by
Dialing the concerned
department by
person and store the caller
Identity for future response
If No
If Yes
Call Ends

13. TIMINGS & SHIFTING ARRANGEMENT
Call center is working daily from 7.00am to 8.00 pm
Shifts :
There are two shifts
a) am to 1.30 pm
b) pm to 8.00 pm

14. THE NO. OF DEPLOYED OFFICERS, QUALIFICATION & DESIGNATION
Agricultural University:
16 Scientists deployed
Qualification :- M.Sc (Ag) to Ph.D
Designation :- Scientists to Prl.Scientists with rich research and field knowledge.
Department Officers:- (Retd. Officers on contract )
10 Departmental Officers
Qualification :- B.Sc (Ag) to M.Sc (Ag)
Designation :- Asst.Director of Agriculture to Joint Director of Agriculture with sound extension and schemes knowledge.

15. PARISHKARAM - CALL CENTER
Details of software content
Callers Details
Crop Details & Nature of Query
Queries & Answers (Parishkaram)

16. PARISHKARAM - CALL CENTER
Output
Generation of various reports to assist Decision Makers.
District wise crop wise number of calls received
District wise crop wise-category wise number of calls received
District wise crop wise-query wise number of calls received
District wise crop wise-sub category wise number of calls received
Date wise number of calls received

17. Calls received by Crop Production Scientist
Contd.
Calls received by Crop Production Scientist
Calls received by Crop Protection Scientist
Calls received by Horticulture Scientist
Calls received by Plant Breeding Scientist
Calls received by Agriculture Department

18. NUMBER OF CALLS RECEIVED
Expert wise calls received
July-03
Aug-03
Sept-03 (upto )
Crop Production
701
679
390
Crop Protection
508
1106
973
Breeding
157 93 40
Horticulture
470
411
271
Agriculture & Allied
358
385
211
Total
2194
2674
1885

20. TEETHING 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

21. MONTHLY EXPENDITURE OF CALL CENTER
At 1st Level @ Rs.17000/- per seat /month for 3
seats = 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 approximately
Cost of Inbound calls bill is awaited Approx. Rs /- for calls in 2 months.

22. BSNL REGISTRATION FEE for No. 1111 is Rs.15,000/-
Hunting Rs.2000/-per line for 8 lines Rs.16,000/-.

23. SALARY OR HONORORIUM
For ANGRAU Scientists : HONORORIUM for 16 Rs.2000/- per month /person
For Retired Dept. officers : Remuneration for Officers @ Rs to 15, /- per month/ person

24. OTHER CALL CENTERS AP.Transco Regional Transport Office
Municipal Corporation of Hyderabad
Metro Water Works
A.P.Road Transport Corporation
Thirumala Thirupathi Devastanam

25. THANK YOU