Transcript Parishkaram

ESTABLISHMENT OF CALL
CENTER
( PARISHKARAM)
DEPARTMENT OF AGRICULTURE
1
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.
2
CALL CENTER
(Salient features)
 Imports Information
 Receives Grievances
 Refers to the concerned Dept.
3
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.(CoOperative nongovernmental organization.)
4
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
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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
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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.
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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, MSOffice 2000
–Level-II
•Hardware –Intel Pentium-III Processor, 128 MB RAM
•Software – Windows Windows 2000 OS, MS-Office
2000.
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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
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Level 1 - Operators
Farmer Dials the Call Center
1
2
3
Operator
Receives
The call
Query
Answered
If Yes
Call Ends
If No
Level 2
10
Level 2 - Specialists
Level 1 Forwards the call to Level 2
1
2
5
4
3
University Persons 1 - 4
Query
Answered
Department Person
If No
If Yes
Call Ends
Level 3
11
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
If Yes
Call Ends
If No
Forward the query by
Dialing the concerned
department by
person and store the caller
Identity for future response
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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
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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.
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PARISHKARAM - CALL CENTER
Details of software content
– Callers Details
– Crop Details & Nature of Query
– Queries & Answers (Parishkaram)
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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
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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
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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
2194
2674
1885
Total
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Report Showing the Number of calls attended by SCIENTISTS of Various Agricultural
Departments during from 1.7.2003 to 27.9.2003
Schemes
& other
Crop
Crop
Horticul
Plant
Sno
District
administra Total
Production Protection
ture
Breeding
tive
matters
1
2
3
4
5
6
7
8
9
10
11
12
13
14
15
16
17
18
19
20
21
22
23
Adilabad
Anantapur
Chittoor
Cuddupah
East Godavari
Guntur
Hyderabad
Karimnagar
Khammam
Krishna
Kurnool
Mahabubnagar
Medak
Nalgonda
Nellore
Nizamabad
Prakasam
Ranga Reddy
Srikakulam
Visakhapatnam
Vizianagaram
Warangal
west Godavari
Total
69
93
34
53
101
150
3
66
89
166
69
33
32
42
38
37
98
166
47
18
92
143
131
1770
129
63
51
57
96
217
10
133
176
81
134
121
32
70
28
46
184
349
28
32
129
256
165
2587
32
35
44
50
45
85
24
57
72
57
36
35
27
81
27
14
70
141
18
20
54
74
54
1152
3
14
17
15
9
41
3
9
7
30
9
5
2
13
17
4
25
16
2
0
12
14
23
290
13
60
27
49
49
81
13
60
47
96
40
22
11
41
45
12
65
67
11
21
36
29
59
954
246
265
173
224
300
574
53
325
391
430
288
216
104
247
155
113
442
739
106
91
323
516
432
6753
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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
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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.
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BSNL REGISTRATION FEE

for No. 1111 is Rs.15,000/-

Hunting line @ Rs.2000/-per line for 8 lines
Rs.16,000/-.
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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
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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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