Presentation on theme: "1 ESTABLISHMENT OF CALL CENTER ( PARISHKARAM) DEPARTMENT OF AGRICULTURE."— Presentation transcript:
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 2 st July 2003 for answering the problems posed by the farmers on toll free telephone No. 1111 from 7.00 am to 8.00 pm. Hon’ble Chief Minister for Andhra Pradesh has inaugurated the State level Call Center (PARISHKARAM) on 2 nd July 2003.
3 Imports Information Receives Grievances Refers to the concerned Dept. CALL CENTER (Salient features)
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 Y 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 24-48 hours to the farmer and same will be intimated to the call center
10 Farmer Dials the Call Center Level 1 - Operators Operator Receives The call 1 2 3 Query Answered Call Ends If Yes If No Level 2
11 Level 2 - Specialists Level 1 Forwards the call to Level 2 12 3 4 5 University Persons 1 - 4Department Person Query Answered Call Ends If Yes If No Level 3
12 Level 3 - Outbound Operators Level 2 Forwards the call to Level 3 Query Answered 12 Operator 2 browses the internet to Assist the operator 1 If Yes Call Ends If No Forward the query by Dialing the concerned department by person and store the caller Identity for future response
13 TIMINGS & SHIFTING ARRANGEMENT Timings : Call center is working daily from 7.00am to 8.00 pm Shifts : There are two shifts a). 7.00 am to 1.30 pm b). 1.30 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 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 Expert wise calls received July-03Aug-03Sept-03 (upto27.9.03) Crop Production701679390 Crop Protection5081106973 Breeding1579340 Horticulture470411271 Agriculture & Allied358385211 Total219426741885 NUMBER OF CALLS RECEIVED
20 TEETHING TROUBLES AT CALL CENTER AND AT BSNL On July 2 nd 3000 calls per day hit the calls center. Average only 80 - 100 calls mature per day. Dropping calls. Disconnected calls. BSNL Proposed for alternate no.1999 instead of 1111
21 MONTHLY EXPENDITURE OF CALL CENTER At 1 st Level @ Rs.17000/- per seat /month for 3 seats = Rs.51000/- At 2 nd Level @ Rs.11000/- per seat / month for 5 seats = Rs.55000/- At 3 rd Level @ Rs.11000/-per seat for 2 seats = Rs.22000/- Outbound line Rs.4500/-month approximately Cost of Inbound calls bill is awaited Approx. Rs.200000/- for 145000 calls in 2 months.
22 BSNL REGISTRATION FEE for No. 1111 is Rs.15,000/- Hunting line @ Rs.2000/-per line for 8 lines Rs.16,000/-.
23 SALARY OR HONORORIUM For ANGRAU Scientists : HONORORIUM for 16 scientists @ Rs.2000/- per month/person For Retired Dept. officers : Remuneration for 10 Officers @ Rs.10000 to 15,000 /- 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