1. Optimization of the Processes
Date
Optimization of the Processes

2. Agenda
Process redesign considerations
Examples of process re-design

3. Redesigning existing processes
The main objective of redesign is to improve performance measures – CTPs and CTQs identified during the process mapping phase
Redesign can be carried out by looking at the following items identified during process analysis:
Redundancies
Duplications
Inefficiencies
Bottlenecks
Unnecessary activities
Non value-adding activities
Redesign should take into account legal issues, IT / Technology opportunities and organizational constraints of the process

4. Some principles of process re-design
Eliminate waste or non-value added activities as much as possible
Organise around outcomes - treat geographically dispersed resources as though centrally located
Build quality in at the source - mistake proof the process, standardize on best practices, capture information in digital form at the source
Find opportunities to cross train and use multifunctional workers
Reduce preparation and waiting times
Use parallel processing
Apply automation and appropriate technologies
Use visual process control systems
Establish a continuous improvement capability and mindset

5. Simple Process Redesign Example: Bank Account Opening
Existing Process
Customer Visits Bank Branch
Data is verified by Bank’s officers
Data is uploaded in the Bank’s software
Centralized data entry team enters customer data in database
Signatures of customers are scanned
ATM Cards & Cheque Books are printed
ATM Cards & Cheque books are dispatched by post
Customer fills up form & hands over all documents
Form & documents are dispatched to centralized data entry team

6. Discuss opportunities to have the wastes eliminated
Types of wastes
Waste metric
Motion
Distance travelled
Waiting
Wait time
Over production
Productivity per person per day
Unnecessary processing
Cost per transaction
No of hand off points
No of data entry points
No of iterations
Defect
Sigma
Errors
Yield
Inventory
WIP
Transportation
Distance traveled per file

7. Identify broad functional definitions for groups of activities
Cust Visits Bank Branch
Cust fills up form & hands over all docs
Form & docs are sent to central data entry team
Central data entry team enters customer data in database
Data is verified by Bank’s officers
Data is uploaded in the Bank’s software
Signatures of customers are scanned
ATM Cards & Cheque Books are printed
ATM Cards & Cheque books are sent by post
Start:
Customer enters bank branch with documents
End:
Customer receives cheque book & ATM card
Transport paper
Record data
Make card & book
Deliver card & book

8. The old process took ~ 8 days
Transport paper
20 min
Record data
2days
Make card & book
2days
Deliver card & book
4 days
Start:
Customer enters bank branch with documents
End:
Customer receives cheque book & ATM card
~ 8 days

9. Identify alternate ways of achieving each function
Transport paper
20 min
Record data
2days
Make card & book
Pick up from home
Courier agency
Post
Drop box & pick up …
Scan documents
Photograph documents
Data entry at branch
Audio tape …
2days
Deliver card & book
4 days
Pre-printing
Courier agency
Post …

10. Look for options for waste elimination / parallel processing
Transport paper
20 min
Record data
2 days
Make card & book
2 days
Deliver card & book
4 days
Data can be recorded post account opening, at the centralised data entry place
Can pre-print card & book and make it available at the branch

11. Re-designed process ~ 25 min Transport paper 20 min Record data 2days
Make card & book
2days
2days
Deliver card & book
5 min
Start:
Customer enters bank branch with documents
End:
Customer receives cheque book & ATM card
~ 25 min

12. The new process takes just a few minutes for the consumer
ATM Cards &Cheque books are pre-printed & kept at the branch
Forms & documents & sent to central data entry department
Information is entered in bank’s data base
Bank staff hand over the cheque book & ATM card to the customer across the counter
Data entry is verified by bank personnel
Data is uploaded in the bank’s system
Customers’ signatures are scanned
Customer enters branch
Customer fills up form & hands over documents

13. Presentation on Appointment management System (AMS) for property registration

14. e-Governance in Property Registration
Implemented HARIS (Haryana Registration Information System) in all Tehsils and Sub- Tehsils (125) for the property registration work.
HARIS provide services like
Collector Rates of Property,
Stamp Duty Calculations,
Deeds Writing – Standard deed templates,
On-line Photographs Capturing for Buyers & Sellers
Registration of Property Deeds,
Issuance of Copy of Registered Deed,
Issuance of Mutation Notice,
Information on Registered Deeds

15. Situation before the project
How to manage the Queue at Sub Registrar office.
Overcrowding of Sub Registrar offices.
Availability of Sub Registrar.
Difficult to monitor the quality of Service.

16. Objectives
To provide the facility to take prior appointment for deed registration.
To register the deeds in First-In-First-Out order.
To monitor the process of deed registration right from the time of appointment to delivery of registered deeds.
To eliminate the queues for the deed registration.
To improve the transparency and overall quality of citizen service at SR office.

17. Appointment Management system (AMS)
AMS workflow based system to give prior appointment for Deed Registration. It was launched on 23rd May 2013.
AMS provides the appointments to HARIS in FIFO order.
Seamlessly integrated with HARIS.

18. Process flow 1 Appointment from E-Disha Kendra 2 Presentation of Deed3
Verification by Registry Clerk (RC) 4
Marking by Sub-Registrar (SR) 5
Processing in HARIS 6
Delivery of Registered deeds from E-Disha

19. Appointment from E-Disha Kendras
Applicants visits the E-Disha Kendra after preparing the deed for taking the appointment for Deed Registration.
Photo Id Card of Applicant is mandatory.
Photograph of the applicant is taken.
Appointment slip is given to applicant.

20. Any Valid ID Proof of the Appointee Stamp Papers / Bank Receipt
Document required
Any Valid ID Proof of the Appointee
Stamp Papers / Bank Receipt

21. APPOINTMENT STATUS
Next two Weeks appointment status is displayed on the dashboard.

22. New Appointment (appointment window)

23. Appointment slip generation

24. Presentation of the deed
Party visits Sub-Registrar’s office as per the appointment date and time and present the deed to a presentation counter.
Presentation counter will give acknowledgement slip to the party and mark the appointment presented in AMS.
Send the deed to Registry Clerk (RC).

25. Haris Dashboard (acknowledgement status)

26. ACKNOWLEDGEMENT Window

27. ACKNOWLEDGEMENT OF DEED REGISTRATION
Documents are Verified at the time of acknowledgement of deed registration & acknowledgement slip is generated

28. verification by Registry Clerk
After acknowledgement, deed is presented to the Registry Clerk for verification of any Court Case/Stay/Mutation etc.
Deeds are verified and Marked for Presentation to Sub Registrar.
RC can record his observations (if any) in AMS.

29. Registry Clerk Window

30. Duty Allocation
Before starting the deed registration operations RC will mark the attendance of Sub-Registrar in AMS.

31. Presentation Deeds to Sub Registrar
Both the Parties (Seller & Purchaser) will meet the Sub Registrar and photograph is captured.
Sub Registrar will mark/reject the Deed.

32. Processing in HARIS HARIS gets the next appointment in the queue.
Appointment no. selected for deed registration is displayed on the dashboard.
Deed registration activities like entering the property details and capturing of photograph etc are done.

33. Photo Status
Photo is capered in the queue and the List is displayed on the Dashboard.

34. Deed Registration (Photo Capturing)

35. Delivery of registered deeds
Sub-Registrar will sign the registered deeds and send all the deeds to E-Disha kendra in a sealed envelope.
Parties can collect the registered deeds from the E-Disha counter by producing the acknowledgement slip.
Photograph of the person receiving the registered deeds is also captured.

36. Key learnings
Capacity building of the sub registrars and registry clerks is a big challenge and lot of motivation; administrative will is required.
Network connectivity at sub-registrar is also critical for the success of the project.
Implementation of this project made the revenue administration more responsive and people oriented.
Monitoring by senior revenue officer is very essential to maintain the level of citizen services at Sub Registrar offices.

37. Cost Effectiveness of project
AMS saves the time and money of the general public.
AMS also reduces the work load of Revenue officers.

38. pre vs post deployment Scenario#
Activity/Process
Pre-deployment
Post deployment 1
Appointment for deed registration.
Not available
One person from the seller/buyer can come and take the prior appointment as per their convenience.
Identity proof and photograph of the person taking the appointment is captured. 2
Presentation of deed
Parties directly come to Registry clerk and submit their deeds.
Receipt is not given to the party.
Registry clerk can take the deeds in random order.
Sometimes registry clerk informally refused to take the deed.
Parties present the deeds at presentation counter as per their appointment time. System doesnot allow before time presentations and proper receipt of the deed is given to the party.

39. pre vs post deployment Scenario#
Activity/Process
Pre-deployment
Post deployment 2
Presentation of deed
To take the delivery of the registered deed party has to produce the receipt.
Presentation counter will move the deed to the registry clerk’s counter. 3
Verification by RC
RC verifies the deed, but not recorded in system.
Registry clerk will check all the deeds presented and record his comments in the system and forward it to Sub Registrar. 4
Marking by Sub-Registrar
Sub Registrar meets the parties only at the time of signing the document.
Marking or denial of deed registration not recorded in the system.
In this system all the deeds forwarded by RC will come to Sub Registrar and he will meet the parties and mark or reject the deed for registration.
Contd…

40. pre vs post deployment Scenario#
Activity/Process
Pre-deployment
Post deployment 4
Marking by Sub-Registrar
Photograph of the Sub Registrar is captured with the parties.
No. of deeds registered by a particular SR is fixed by the Department and if workload is more than multiple SRs can be deployed and system assign the deeds to SR in random fashion. 5
Deed Registration
Deed details entered in HARIS system.
HARIS system enhanced to pick the next appointment no. from the queue to start the registration.
HARIS takes the type of deed, Village name and Stamp no. details from the AMS.
Contd…

41. pre vs post deployment Scenario#
Activity/Process
Pre-deployment
Post deployment 5
Deed Registration
After registration HARIS will send the Registration no. assigned to selected appointment. 6
Delivery of Registered Deeds
Delivery of the registered deeds done by the tehsil staff and sometimes they harass the public.
No fixed timeframe for the delivery.
Who has taken the registered deed is not recorded in the system.
Delivery of the registered deed is being done from the E-Disha centers. No need to visit the tehsil again.
Person will have to produce the receipt given at the time of deed presentation to take the registered deed.
Contd…

42. pre vs post deployment Scenario#
Activity/Process
Pre-deployment
Post deployment 6
Delivery of Registered Deeds
Photograph and mobile no. of the person is recorded.
All the deeds are scanned and uploaded to central server before delivery.

43. Provision will be made to get the appointment from the WEB.
Future Roadmap
Provision will be made to get the appointment from the WEB.
Any where registration with in the District.
Central database of Court cases, Stay and Attachments.

44. AMS in News

45. Thank YOU