Title : RTI Call Centre and Portal Project

Description

This project aims at ensuring that the queries raised on RTI reach the right department in the right time.

Client Name : Department of Personnel & Training, Government of India

Client Type : Central Government

Start Date : 1st January, 1980

End Date : 1st January, 1981

Project Genesis/Description

Department of Personnel and Training (DoP&T) is the nodal Department of the Government of India responsible for administrative support for the implementation of Act.  The role of Department of Personnel & Training can be conceptually divided into two parts. In its large nodal role, it acts as the formulator of policy and the watchdog of the Government, ensuring that certain accepted standards and norms, as laid down by it, are followed by all Ministries/ Departments in the recruitment, regulation of service conditions, posting/ transfers and deputation of personnel as well as other related issues and issues guidelines for the same.

Secondly, it is the co-coordinating Department for RTI and issues guidelines to all the Central Ministries/ Departments for its successful implementation.

This project aims at ensuring that the queries raised on RTI reach the right department in the right time.

Project Objectives

The e-governance strategy is based on the vision that all services which can be electronically delivered should be available in that manner to citizens. The strategy proposes that these services should be accessible over the Internet and through a Call Centre. The strategy sets forward a vision for electronic service delivery that does not do away with the need for personal contact but rather calls for it to be better supported by new technologies.

 

Ensuring effective implementation of the Act for people’s empowerment and its effectiveness in reducing inefficient practices in government offices, Department of Personnel & Training has embarked upon this project to use Information and Communication Technology innovatively and effectively to meet the following objectives:

  • Simplify the process of filing RTI applications and first appeals by opening alternate channels
  • Ensure accessibility of these alternate channels to citizens and help them in filing RTI applications
  • Make the entire process of filing RTI applications and first appeals, user friendly, convenient, efficient and transparent.

Make it easier for the respective Ministry/ Department to track the status of RTI applications through the Portal and to monitor the applications through Management Information System reports. The e-governance strategy is based on the vision that all services which can be electronically delivered should be available in that manner to citizens. The strategy proposes that these services should be accessible over the Internet and through a Call Centre. The strategy sets forward a vision for electronic service delivery that does not do away with the need for personal contact but rather calls for it to be better supported by new technologies.

 

Ensuring effective implementation of the Act for people’s empowerment and its effectiveness in reducing inefficient practices in government offices, Department of Personnel & Training has embarked upon this project to use Information and Communication Technology innovatively and effectively to meet the following objectives:

  • Simplify the process of filing RTI applications and first appeals by opening alternate channels
  • Ensure accessibility of these alternate channels to citizens and help them in filing RTI applications
  • Make the entire process of filing RTI applications and first appeals, user friendly, convenient, efficient and transparent.

Make it easier for the respective Ministry/ Department to track the status of RTI applications through the Portal and to monitor the applications through Management Information System reports.

NISG's Methodology/Solution

The Proposed Solution is to provide alternate channels to ensure that the Citizen can have Anywhere Anytime access to RTI services. These proposed alternate channels are:

a.      Computer Telephony Integration enabled Call Centre

Setup a call Centre which would provide information on RTI Act, file RTI / First appeal applications over the     phone and track application/first appeal status and maintain the Call Centre.

b.      Web Portal

Develop a portal which would provide information on RTI Act, file RTI / first appeal application online and track the application/first appeal status and maintain the Portal.

Call Centre and Portal would be integrated to ensure timely information flow to and fro between Call Centre and the Portal application. The Portal application would also be the interface of the system to Public Authorities officials. The Portal application will be hosted on servers to be located in a Data Centre. Call Centre Operations shall be based on a ‘Cost per connect minute’ basis.

The figure below shows the process involved in submitting an RTI/First appeal application and providing a response to the application using the proposed alternate channels.

Process involved in the submission of RTI application /first appeal

A DPR was submitted to the Department with two possible solutions

  1. Composite cost model based on per minute call made by citizens to file a (RTI) query. The bidder shall bid the cost on PER MINUTE value. The ownership of the Data Centre, Call Centre Personnel & Website management would be with the vendor. But all the costing shall be included in the PER MINUTE VALUE
  2. Model where the WEBSITE WOULD BE MANAGED BY THE bidder. Calls shall be managed by Call Centre executives and the Call Center executives shall be charged on FTE (Full Time Equivalent) Basis.

Model 1 was accepted by the department.

Model 2 was not accepted by the department.

Based on the Model 2, RFP was floated

  • The current status is “First Phase of Project” closed, with no successful bidder.

  • Second Phase of Project, is under consideration by the Department.

  • Published On : 15th January, 2014