ESTABLISHMENT OF CALL CENTER ( PARISHKARAM) DEPARTMENT OF AGRICULTURE

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. 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 2nd July 2003.

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

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.)

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

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

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.

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.

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

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

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

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

TIMINGS & SHIFTING ARRANGEMENT 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

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.

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

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

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

NUMBER OF CALLS RECEIVED Expert wise calls received July-03 Aug-03 Sept-03 (upto27.9.03) 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

TEETHING TROUBLES AT CALL CENTER AND AT BSNL On July 2nd 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

MONTHLY EXPENDITURE OF CALL CENTER At 1st Level @ Rs.17000/- per seat /month for 3 seats = Rs.51000/- At 2nd Level @ Rs.11000/- per seat / month for 5 seats = Rs.55000/- At 3rd 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.

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

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

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

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