1 establishment of call center ( parishkaram) department of agriculture
TRANSCRIPT
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ESTABLISHMENT OF CALL CENTER
( PARISHKARAM)
DEPARTMENT OF AGRICULTURE
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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.
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Imports Information
Receives Grievances
Refers to the concerned Dept.
CALL CENTER(Salient features)
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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.)
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PARISHKARAM - CALL CENTER
Hardware Requirements of Server Machine Processor : 2.0 GHz Intel Pentium-IVMemory : 512 MB RAMHard disk : 40 GB-IDENetwork card : 10/100 Mbps
Software Requirements of Server Machine Red Hat Linux 9.0 Operating SystemApache Web serverPostgresql RDBMSPHP 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 –IIPersonal Computers in a LAN connected to Server, Digital Extensions From EPABX.
Level –IIIPersonal 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, 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.
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TRANSFER CALL FACILITYLevel- 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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Farmer Dials the Call Center
Level 1 - Operators
Operator Receives The call
1 2 3
QueryAnswered
Call Ends
If Yes
If No
Level 2
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Level 2 - Specialists
Level 1 Forwards the call to Level 2
1 2 3 4 5
University Persons 1 - 4 Department Person
QueryAnswered
Call Ends
If Yes
If No
Level 3
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Level 3 - Outbound Operators
Level 2 Forwards the call to Level 3
QueryAnswered
1 2
Operator 2 browses the internet to Assist the operator 1
If Yes
Call Ends
If NoForward the query by Dialing the concerned
department by person and store the callerIdentity 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.DDesignation :- 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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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
NUMBER OF CALLS RECEIVED
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Sno DistrictCrop
ProductionCrop
ProtectionHorticul
turePlant
Breeding
Schemes & other
administrative
matters
Total
1 Adilabad 69 129 32 3 13 2462 Anantapur 93 63 35 14 60 2653 Chittoor 34 51 44 17 27 1734 Cuddupah 53 57 50 15 49 2245 East Godavari 101 96 45 9 49 3006 Guntur 150 217 85 41 81 5747 Hyderabad 3 10 24 3 13 538 Karimnagar 66 133 57 9 60 3259 Khammam 89 176 72 7 47 39110 Krishna 166 81 57 30 96 43011 Kurnool 69 134 36 9 40 28812 Mahabubnagar 33 121 35 5 22 21613 Medak 32 32 27 2 11 10414 Nalgonda 42 70 81 13 41 24715 Nellore 38 28 27 17 45 15516 Nizamabad 37 46 14 4 12 11317 Prakasam 98 184 70 25 65 44218 Ranga Reddy 166 349 141 16 67 73919 Srikakulam 47 28 18 2 11 10620 Visakhapatnam 18 32 20 0 21 9121 Vizianagaram 92 129 54 12 36 32322 Warangal 143 256 74 14 29 51623 west Godavari 131 165 54 23 59 432
Total 1770 2587 1152 290 954 6753
Report Showing the Number of calls attended by SCIENTISTS of Various Agricultural Departments during from 1.7.2003 to 27.9.2003
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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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