Appendix 1: A Note on Municipal Services
offered to Citizens
The list of services offered at the ward level to the citizens and
payments received for various services are listed below. The Proposed
Solution must have the capability of supporting all these services.
There are around 240 services, which are rendered to the citizens.
They are categorised as services with
- No administrative control
- One level control
- Multi level control
These are listed below. Simplified workflow for each of these services
needs to be developed to render services effectively. These need to
be accommodated in the portal.
1.1 Level 0 Services
The services, which do not require Administrative Control, are listed
below.
1.1.1 Dissemination of Information (all departments involved)
Information on all prescribed application forms.
Checklists of procedures, required documents for all applications.
Tariffs of MCGM.
Relevant acts and rules.
Citizens Charter.
Ward Maps with highlights of places of importance.
Felicitation of achievers, eminent people residing in ward.
Information on important institutions and organizations in ward.
Program/ event details for socially relevant activities.
1.1.2 Complaint Management (all departments involved)
Tracking status of complaint.
Tracking status of complaint lodged at control room.
Tracking status of letter.
1.2 Level I Services
The services, which are provided at the ward level itself, are given
below.
1.2.1 Across the counter certificates and licenses
1.2.1.1 Medical Officer of Health (MOH)
Issue of birth certificates
Issue of death certificates
1.2.1.2 Shops and Establishments
Renewal of licenses u/s 394.
Renewal of licenses u/s 412.
Renewal of licenses u/s 28. 28A.
Renewal of licenses u/s 328, 328A.
Renewal of licenses u/s 313.
Renewal of licenses u/s 390, 479.
1.2.2 Across the counter services
1.2.2.1 Assessment and Collection Department
Extract of Property.
Issue of duplicate tax bill.
Issue of No Due Certificate for arrears of property.
Information about first date of assessment.
Property tax details.
1.2.3 License Department
Cancellation of license.
Change in name of organization.
1.2.4 Water Department
Change of ownership.
Issue of duplicate water bill.
1.2.5 Building and Factory
Renewal of Factory Permit.
1.2.6 Shops and Establishments
Accepting A Form Registration for new registration.
Issuing Registration Form.
Accepting B Form for renewal.
Supplying duplicate form
Accepting E Form for change of category.
Obtaining Registration Certificates.
Printing of C Form.
1.2.7 Market Department
Note: All these services require one-level administrative control
but are being carried out at the Market department itself and not
at the wards. They should be transferred to the wards before computerization.
Download License Form
Renewal Charges
1.2.8 Collection of Payment
1.2.8.1 MOH
Birth certificates.
Death certificates.
1.2.8.2 Assessment & Collection Department
Property tax.
1.2.8.3 Water Department
Water Bill
1.2.8.4 Shops and Establishments
Renewal of licenses u/s 394.
Renewal of licenses u/s 412.
Nursing home charges.
MPFA new license charges and general charges.
Renewal of licenses u/s 394 (L).
Fees for cobblers, squatter pitch, phone booths, handcarts, etc.
Renewal of licenses u/s 28. 28A.
Renewal of licenses u/s 328, 328A.
Renewal of licenses u/s 313, 313 (1).
Renewal of licenses u/s 390.
Payment for new license and renewal u/s 479.
1.2.8.5 License Department
Repair permission charges.
Permission for balcony enclosure, debris, demolition.
Drainage connection charges.
1.2.8.6 Colony Officer
Collect Rent.
Collect Compensation.
1.2.8.7 Sundry Collections
Provision shall be made in the portal to facilitate the citizens to
make payment for the specified services as listed in the Annexure.
Appropriate workflow for each of the payments needs to be developed.
1.2.9 Dynamic Information
Search to check if birth is registered with MCGM (MOH).
Search to check if death is registered with MCGM (MOH).
Search to check validity of shops/establishment.
Details of water bills, property tax, renewal fees, late fees for
various licenses.
Details of ones water bill as recorded in the MCGM database.
1.3 Level II services
The services, which are subjected to Intra ward multilevel administrative
control services are given below.
1.3.1 Grievance Settlement
In this process, all the departments would be involved by integrating/enhancing
existing software if so required
1.3.2 Department-wise list of services
1.3.2.1 Assessment Department
Change of name and address.
Property Assessment Certificate.
Repairs of old properties as specified by the State Government.
1.3.2.2 License Department
Application for new license.
Addition or reduction of partners.
Change of business/profession.
Increase/reduction of business/profession.
Increase or reduction of the business premises related to business
in slum areas under the 1971 Act.
Increase or reduction of the business premises related to legal
business premises.
Nomination (under Food Adulteration Act).
Permission for license transfer under Nomination.
Permission for license transfer under selling of business, partnership
and by other means.
1.3.2.3 Gardens and Trees Department
Permission for cutting and trimming hazardous trees.
1.3.2.4 Water Department
Closing of connection.
New water connection approval for authorized construction.
New water connection approval for construction before 1995.
New water connection approval for slum area.
Reconnection.
1.3.2.5 Maintenance Department
Trench evacuation permission.
No Objection Certificate (NOC) for building roadside mandaps.
Application for balwadi and Gymnasium.
Permission for temporary pandals.
Street light proposal.
1.3.2.6 Building and Factory Permission
Permission for mandap in private area.
Permission for monsoon shed.
Permission for repair.
Permission for making additions/alterations to existing factory.
Restoration of Factory Permit.
Permission for restarting a factory.
1.3.2.7 Colony Officer
Transfer of hutment/ tenement.
Issue of photo pass.
1.3.2.8 City Engineering
Sale of Tender.
1.3.2.9 Shops and Establishments
Cancellation of Registration.
1.3.2.10 Medical Officer of Health
Correction of Birth Certificate.
Correction of Death Certificate.
Registration of still-birth.
Registration of home birth.
Registration of adoption.
Issue of Non Availability Certificate for birth.
Issue of Birth Certificate prior to 1996 (The database only contains
records from 1996 onwards).
Issue of Death Certificate prior to 1996.
1.4 Level III Services
Services, which require scrutiny/intervention from the head-office,
are listed below.
1.4.1 Buildings and Factories
Issue of permit for new factory.
Change in ownership of factory.
1.4.2 Assessment and Collection Department
Permission for property transfer through heredity.
Permission for property transfer through other modes.
1.4.3 Water Department
License for plumber.
1.4.4 Market department
All the services listed below require multi-level administrative control
by the Market department, as there are currently no department representatives
at the ward level.
Stallage charges
Transfer of license
Issue of Market License
Retail license
Seasonal permission
Permission for slaughtering sheep and goats in slaughtering chamber
License for sale of fresh meat (mutton, beef, pork)
License for cold storage (frozen meat)
License for Wholesale Brokers (fish and banana)
Issue of duplicate license
Cancellation of license
Restoration of license
Change of commodity / additional commodity
Mutual exchange of stall
Registration of partnership
1.5 Complaint management system (CMS)
The Complaint management system (CMS) will be both intranet and internet
enabled. A citizen, once logged into the system, has to enter his
specific information like name, address, ward (dropdown list), nature
of complaint, MCGM department, etc.
A workflow will direct the complaint to the concerned authority in
the concerned ward. This authority can then address the complaint
and/or redirect.
An escalation process is imperative wherein any complaint not addressed
will be escalated within a time period.
Daily/weekly/monthly statistics will be generated on number of complaints,
by ward, by department for both resolved and unresolved complaints.
On an average 30,000 complaints are generated per year.. Complaints
received by phone/fax/post will be entered by a central agency into
CMS.
1.6 Web interface for CFC
A fully functional web interface for the CFC, the Internet Citizen
Facilitation tool will enable users to browse bills, pay online and
print out applications from cyber cafes or even their own homes.
The web based CFC interface should be an integral part of the MCGM
portal
It should have all the citizen-centric functionalities of the CFC
software Aqua, SWC
Online Compliant Management System should interact directly with
the CFCs, so that complaints are forwarded to the concerned wards
automatically.
The Web CFC interface can be implemented in two phases. In phase one,
the services with minimal MCGM involvement can be made available.
These would be
Issuing of Birth certificates
Issuing of Death certificates
Renewal of licences
In the second phase, once the back end processes are in place, the
next level of services can be offered
Application and deliver of new licences e.g. for shops and establishment
Permission/Approval e.g. road side Mandaps, pandals, repair to
property.
Accepting Payment of property tax bill
Accepting Payment of water bill
1.7 MIS
A comprehensive management information system on the back end will
provide comprehensive statistics to the administrators. Information
on every transaction conducted via the CFC will be stored in the MIS
database. This information will be retrievable at the ward level,
the department level or even the event level. This MIS will be accessible
to privileged users (mainly administrators at the MCGM.
The MIS should be able to describe Service Level Agreements (SLAs).
It should track the time taken for the transaction, the frequency
of transactions and be able to plot these findings across all wards
and departments.
1.8 Payment Gateway
The portal should provide an online payment facility via a payment
gateway. The following are the desired parameters of the gateway
1.1.1
Features
to look for in a gateway
|
Product
Features
|
Required
Parameter
|
|
Credit
Card Support
|
|
Support
for All Major Cards
|
YES
|
|
Branding
|
|
Ability
to Change the look and feel of the Payment Pages
|
easy
and fully brandable
(preferable) or API calls based
|
|
Integration
Process
|
|
Platform
|
Java
(JSP)
|
|
Method
for passing integration parameters
|
Checksum
based
|
|
Level
of Integration Difficulty
|
LOW
|
|
Fraud
Prevention and Risk Mitigation
|
|
Instant
Fraud Alert Mails for risky Transactions
|
YES
|
|
Heuristic
Fraud Pattern Matching and detection engine
|
YES
|
|
Customisable
Alert and Action criteria for Risky transactions
|
YES
|
|
Comprehensive
daily reports with Risk Scores per Transaction
|
YES
|
|
Partial
Captures and Refunds
|
YES
|
|
Support
|
|
24
x 7 Helpdesk
|
YES
|
|
Comprehensive
Online Knowledgebase
|
YES
|
|
MIS
Interface
|
|
Comprehensive
MIS Interface
|
YES
|
|
Online
Journal Entries for all Transactions
|
YES
|
|
Facility
for online Capture & Reversals
|
YES
|
|
Transaction
Features
|
|
Auth
& Capture Support
|
YES
|
1.9 Online Information Request System
A system similar to the Online Complaint Management System should
be deployed.
Like the OCMS, the system should be able to accept information
requests from any interface in any ward, and forward it to the right
department in the right ward.
The processing of information request should abide by the Maharashtra
Right to Information act and any violation should be escalated to
the next level within the timeframe so that the required information
is made available to the requestor in time.
All requests must be recorded and the MIS should be able to provide
a clear status of all requests pending and cleared, in all wards.
The Act allows MCGMs to charge a nominal fee for the information
request. The system should allow the citizens to make these payments
through convenient modes. This can be done either over the counter
at the CFC, via the payment gateway on the portal or payment can
be made to the courier on delivery.
1.10 Security systems
There will be a robust security solution to filter all data moving
from the portal to the back end processes and vice versa. Since
the portal will be open to the Internet, the system will be exposed
to viruses, worms and other security threats.
A firewall and software solutions to track and remove such security
threats are a necessity. The Payment Gateway can use services to
issue Digital Certificates and/or employ the https protocol to ensure
safe e-transactions.
1.11 Intelligent Voice Recognition System (IVRS)
The IVR should be able to interface with the Portal database so
that citizens can call the IVR and use the telephone keypad to obtain
the status of their application or complaint.
Further, payments are collected for various purposes, which are
listed in Annexure. Provision shall be made in the portal to enable
the citizens to make such payments through the payment gateway in
addition to the normal means.
1)
Executive summary of IT recommendation to MCGM
2) Payments
received by MCGM
3) 240 services offered by MCGM
|
