e-Governance

Co-Operation for
Government of Karnataka

www.intelenetglobal.com & www.sparshindia.com

1
Agenda

Company Overview

Requirement Understanding

Solution Overview

Roles and responsibilities

E-Governance-Case Study

Sparsh Value Proposition

Next Steps

2
Intelenet Snapshot

Ranked as the second largest BPO employer in India by Nasscom (Indian chamber of commerce of the

IT-ITeS industries)

Backed by Blackstone Private Equity, a leader in the field of private equity

Over 25,000 employees across 30 state-of-the-art centres across 14 cities globally

23 centres in India, 1 in Philippines, 1 in Mauritius, 3 in USA and 2 in Latin America

Client base includes 50 blue chip companies in the UK, US, Australia and 40 India based MNCs

– 20% domestic business & 80% international business by revenue

– BPO work includes Contact centre and customer management, order fulfilment, collections, retention, lead

generation, back office and finance & accounting functions

– 400 million calls and 75 million data transactions processed annually

Certified to ISO27001 (BS7799) for Technology and Security compliance

Certified to Customer Operations Performance Centre (COPC) version 4.0

Strong focus on corporate governance

3
 Sparsh – Our Domestic Subsidiary

Background
– Sparsh was originally the domestic BPO division of Spanco Telesystems and Solutions (a listed company)
– Intelenet acquired a 51 % stake in Sparsh in December 2005 and subsequently de-merged it into it’s domestic subsidiary, Intelenet
BPO Services Limited (“IBSL” or “Sparsh”). 49% of the capital was issued to Spanco’s existing shareholders

– Intelenet now has 71% stake in Sparsh as of July 2008

– Listed on the Bombay Stock Exchange on March 23rd , 2007
– Sparsh is the largest domestic BPO company servicing about 3 million outbound calls and 6 million inbound calls monthly

Infrastructure & Facilities
– The domestic operations has more than 15000 employees across 10 locations in India
– Current capacity of about 9700 seats with expansion plans of an additional 10,000 seats by FY 2009

Services and Clients
– Provides customized outsourcing services and solutions to over 40 domestic clients.
– It manages a wide array of processes across verticals including Financial services,
Corporate Governance Framework
Insurance, Telecom, Travel, Retail, Media, Consumer Durables, Healthcare etc.

– It offers multilingual (15 Indian languages – Hindi, Punjabi, Bengali, Marathi, Kannada, RSM Statutory Audit

Telugu, Malayalam and Tamil including English as an anchor language) capabilities Moore
Internal Auditors
Rowland
to clients
QAI COPC Audit

4
Global Delivery Centres

North America

• Fargo, ND
India
• Chesapeake, VA
• Campbellsville, KY • Manila, Philippines

3 Centres 1 Centre

• Guatemala
• Mumbai
1 Centre • Chennai
• Gurgaon
• Okhla
• Pune
• Kolkata
• Panama
• Ebene, Mauritius • Bangalore
• Chandigadh
1 Centre
1 Centre
23 Centres

Mumbai, India Chennai, India Pune, India Mauritius Fargo, USA Manila, Philippines
5
India Delivery Centres

Locations Centres Area (in sq. Seats

ft.)

Mumbai 3 155,000 3,100

Gurgaon 3 161,150 3,223
Pune 1 29,450 589
Kolkata 1 20,750 415
Bangalore 1 40,650 813
Chennai 1 30,000 600
Mohali 1 50,000 1,000
Total 11 487,000 9,740

6
Service Offerings
Contact Centre
• Customer Service
• Sales
• Collections
BFSI Transaction Processing
• Application processing
• Rule set processing
Manufacturing • Underwriting & Invoice
processing
• Customer account Creation &
Maintenance
Retail • Complaint Handling
Accounting Services
• Accounts payable
• Accounts receivables
Travel & Hospitality
• Inventory management
• Reconciliation
• Payment Processing
Telecom
E-Services
• Chat Support
• E-mail services
BPO
Application &
Infrastructure
• Legacy re-platform
• User Interfaces
• Application development
• Application maintenance
• Infrastructure management
Enterprise Solutions
• CRM
• Web - enabling
• Predictive modelling
• Business intelligence and
warehousing
Support Services
• Testing
• Reporting services
• Inventory management
• System integrations
Technology
Process Consulting
• Process mapping &
documentation
• Capacity modelling
• Transaction Quality
monitoring & improvement
• Benchmarking
• Process re-engineering
• Business Analytics
• LEAN & six-sigma
Offshore Consulting
• ‘Offshoreability’ assessment
• Offshore cost modelling
• Location selection &
attractiveness
• Service Levels &
Contracting
• Offshore operations design
• Transition planning &
implementation
Consulting
7
International Partnerships

BFSI

Travel

Retail &
Manufacturing
IT &
Online Services
Media &
Entertainment
Telecom
8
Domestic Partnerships

BFSI

Retail &
Manufacturing

Telecom

Travel & Media

Government &
Education
9
 Our Understanding Of
Your Requirements

10
Objectives of this initiative

• Help the Government of Karnataka to become even more citizen friendly and
responsive by
– Providing citizens direct and easy access to relevant information pertaining to all
departments of the GoK – new initiatives, projects and services provided by these
departments
– Induce participation from citizens in governance by providing a centralized
“Suggestion Box” to capture feedback and suggestions on various services offered by
the Government.

• Preferably a “Single Window” to the Government i.e. a consistent presentation

layer to the citizen regardless of the channel of communication (Voice , Email,
Faxes or Letters)

• An ongoing analysis of suggestions to provide long-term solutions to the

problems faced by citizens.

• Generate a database to identify areas of improvement for the government

11
Expectations from the partner in this venture

• Proposed initiatives to preferably be on a PPP mode

• Approach and execution to encompass the current efforts already under way and
build on them

• Use technology to enable Good Governance and help the Government become
more responsive to the needs of citizens

• Exhibit some experience in setting up and executing similar projects

• To provide solutions and ideas that

– meet the present needs of the problem areas under consideration
– focus on a core area of the partner’s interest/strength in the field of e-Governance

12
Few existing e-Governance Initiatives with GoK

JANASPANDA BANGALORE
BHOOMI
NA ONE

Highlights Highlights Highlights

· Taking governance to the
doorstep of people
· Applications/petitions to be
received in advance for
quick and on spot redressal
· Programme effectiveness
percolated till the taluk and
hobli levels
· Fully Online System of
mutation of records
· Foolproof methodologies-
Biometric authentication
· Scanned Field Mutation
records in each taluk
· First in First in mutation
process eliminating
favourism
· One-Stop-Shop for all G2C,
G2B and B2C interactions".
· Grid wise approach to
maximize the service
provision areas
· Easy access to a chain of
computerized Integrated
Citizen Service Centers
(ICSC's)

EXAMPLES OF WHAT WE CAN DO TO BETTER THE EFFICIENCY OF THESE INITIATIVES

• Online petition management • Extend Bangalore One to
• Home agents for easy accessibility rural Karnataka
• “Suggestion Boxes” at these
• Kiosks for information delivery
centers

13
Existing Initiatives and current delivery mechanisms-A SWOT

STRENGTHS WEAKNESSES

• Projects are individual in nature

Vision of the government to have “Good
• No widespread efforts to induce participation
Governance” processes
from citizens

Variety of e-governance initiatives already in place
• Decentralised approach

Huge response for key projects
• Absence of single window response

Focus on projects like BHOOMI and Janaspandana
mechanism
has percolated down to taluk and hobli levels

• Structured approach to information dissemination • Lack of awareness amongst citizens

on an integrated application platform • Absense of proper channel to access

• Dedicated and professional teams managing all information

touch points with citizens • Lack of feedback mechanism

• Organised and structured reporting with

analytical capabilities for quick and correct decision

making 14
OPPORTUNITIES THREATS
What can we do to enhance current set-up

Dedicated and qualified team to manage information dissemination in a structured

manner

Integrated systems to stitch across information banks of various departments-

Share best practices from similar e-governance projects…technology, information

gathering and dissemination, SLA’s (internal and external) etc

Intranet with defined access to various stake holders across departments with

real time access to status on action items

Customisable and Structred reporting with review mechanisms for decision

making and corrective measures

Processes to induce participation from citizens to contribute with suggestions

15
 Overview Of Our
Proposed Solution

16
Agenda and Objectives

• The ideas presented hereon are intended only to get us started on the
brainstorming exercise and act as a pivot for discussions

• We are hoping to get some feedback/consensus around these ideas

• Once we agree on the basic framework, we will present an execution

methodology that will cover all ideas shortlisted

17
Overview of the Proposed Solution

The proposed solution is modular and addresses two focus areas of Good

Governance

Ability to disseminate information in a quick and efficient manner (Phase 1)

Ability to be responsive to citizens by capturing and acting on suggestions and areas of

concern/improvement (“Suggestion Box”) (Phase 2)

Both of the above will be done through a Facilitation Management Unit that will

have voice and non-voice capabilities

The roll-out of Phase 2 will depend on the success of Phase 1 as defined by

metrics established at the start

18
Facilitation Management Unit - Approach and Execution

Integrate multiple channels of communication such as email, voice, IVR, fax,

internet etc to facilitate ease of accessibility of GoK to the citizen

Collation and smart segregation of information across departments

In house front-end application for user friendly access

Access to information centre for citizens through a single number for all
departments

Qualified, trained and dedicated team focusing on all touch points for citizens-
Voice, e-mails, fax and letters

Integrated systems and applications for customisable reporting and analytical
capabilities

Integration of Intelenet’s home grown kiosks and work-from-home concept to
drive e-governance initiatives to the grassroot level
19
How the Government’s Facilitation Management Unit would work
PROJECTS/INITIATIVES VARIOUS GOVERNMENT DEPARTMENTS

VOTER
JANASPAND
BHOOMI INFORMATI TRANSPORT BBMP BDA
ANA
ON

REPORTS
MODULE

INTEGRATED APPLICATION PLATFORM (DEVELOPED BY INTELENET)

Search and Retrieve

Tagging,
INTELENET’S SPECIALIZED SEARCH ENGINE
forwarding to dept
and archiving
Request

INFORMATION SUGGESTION
Question DISSEMINATION BOX
UNIT Suggestion
or Query Citizens
Citizens GOVERNMENT OF KARNATAKA – FACILITATION MANAGEMENT UNIT 20
 Roles and
Responsibilities

21
What we bring to the table

Qualified and trained workforce who would be dedicated to this process

Investments in

Infrastructure (facilities) to house the set-up

IT Infrastructure both hardware and software

Connectivity to your systems

Intelenet’s specialized information search (and retrieval) engine

Application software to integrate the different systems and create the appropriate front-end

Hiring and training for the workforce

On going maintenance and upkeep of facilities, systems and technology

Existing competencies and process expertise to manage and improve upon deliverables like
efficient processes, improved delivery efficiencies, transition from existing to new operating
models etc

Intelenet’s pioneering products and concepts – kiosks as well as home agents to take the
benefits of e-governance to people at all levels

Experience of managing e-Governance initiative for the Government of Delhi

Quality control as well as measurement systems and standards 22
Support Required from Government of Karnataka

Project Initiation Stage

Access to updated information (Critical Success Factor)

Sign-off on documentation, approval requests, FAQs etc

Availability of key stake holders from departments for review meetings

Ongoing Basis

A single point of contact for each department

Regular updates from departments on process updates, policy changes etc

Effective escalation process to ensure on-time reverts to citizens

23
 Sparsh’s e-Governance
Capability

A Case Study

24
 Citizen Relationship and
Grievance Management System
(CRGMS)

For Government of Delhi

An

Overview

25
 Citizen Relationship and Grievance Management System
• Process initiated on May 2007
• Team of 25 Customer Service Representatives dedicated to the process
• Servicing all grievances with respect to 209 Departments of Delhi Govt
• 24*7 Operating Window
• Monthly Call Volumes at 5000+
• Grievances registered on a monthly basis at 1500+
• Knowledge bank regularly updated with FAQs – current count at 16000+
• Grievances classified as priority and non priority with each department
• Follow up twice each day with all departments on all priority grievances
• Reminders to all departments sent by fax for grievances lodged the previous day
• Pending Grievances and Ageing Report sent to all Department Heads on a weekly
basis…all Department Heads can also access information online through the url
26
• Information Dissemination to be launched by Nov 2008
 Home Grown Software Infrastructure

• IVRS (Greets the citizen and can

record complaints directly)
• CRM (Takes in the details of the
citizen and facilitates call center
reporting)
• Aapki Sunwai Website
(http://www.155345.in/) (Registration
of the grievance by the citizen, re-
dressal by the departments and
reports on re-dressal
efficiency/effectiveness)
• Search Engine
(http://www.155345.in:8080/sparsh)
(Allows quick information
dissemination to the citizen
• Reports at each tool level

27
Process Description

• Grievance Management
• Grievances entered online by the agent
• Citizen issued a grievance no for future reference
• Departments action by designated officers addressing the issues
• Department heads govern the process for their own departments.
• Citizens reach the call center again for status on their issues. Current status of a
grievance is conveyed as reflected in the website
• Key highlights of the grievance management system – Top type of grievances, ageing,
prioritization (immediate action and general), classification basis priority and non
priority grievances
• Search Engine
• Question bank with 16000+ questions, FAQs and location details in the search engine
and is searched by the agent
• Updates to content responsibility of the department heads or designated officials and
is updated post workflow on the system. Relevant access is provided
• Key highlights of Search Engine - Filtered search, Top type of queries, easy navigation
and usage
• Technology
– Windows 2003/.NET technologies/Internet Hosting

28
 Our Value Proposition

29
 Sparsh Value Proposition

Domain expertise and experience in handling Government initiatives especially

e-Governance

Usage of technology, applications, Intelenet’s in-house developed kiosks and other best
practices to provide rural citizens with easy access to the Facilitation Management Unit

Multilingual capability (15+ languages in India) to cater to different geographies

Ability to replicate BPO capability in the rural segment using ‘Home Agent’ technology

Ability to seamlessly transition processes (100+ processes seamlessly transitioned across 7
countries)

Robust citizen engagement model - Info Bank and Suggestion Box

Ability to work in the PPP mode - remove the pain of managing employee base, infrastructure,
technology and other investments – all these taken care of by us

Deployment of tool based operational environment for seamless integration of the data
across various departments

Ensure information security, data protection & audit compliance at all times

Quality focus and real-time online reports for status monitoring and corrective measures 30
 Next Steps

31
Suggested way forward

• Agree that this partnership is a win-win for both parties

• Establish the objectives and deliverables of the partnership

• Establish scope, budgets, scale/volume, modules to be

implemented, roles and responsibilities and so on

• Agree on commercials and sign LoI/contract

• Agree on transition plan and timelines

• Execute to plan

32
Transition Approach…..

Project

Tollgate

Tollgate
Tollgate

Tollgate

Tollgate
People Technology Process Sign Off
Process Steps

Understand people
requirements in terms
of skill sets, capacity,
span of control etc.
Also understand the
overall relationship
model
Management
Gain complete
Understand baseline Building a detailed project
understanding of
requirements in terms of
performance on SLA, plan with milestones and
learning curve effect and communication plan
components,
develop enabler process
redundancy, bandwidth
requirements,CRM etc

Mapping WAN and Baselining

Governance board Project Plan
LAN set-up SLA Mapping Project Sponsor
Ramp up roadmap Learning Curve Milestones
As is design
Forecasting Communication plan
Critical Deliverables

Skill Set mapping Bandwidth Sizing Technology Owner

 Scheduling
Delivery team  Final Design Overall Readiness
Exception process
Redundancy
Span of control Escalation process Project Manager
Bill of Material QA process
Training game plan
CRM Requirements Customer Sat
Capacity modelling Testing Plan Change control Legal & Compliance

BAU process

Transition workshop Technology Setup Hiring & TTT Go Live Process Owner

33
Stabilise & Grow
……Based on our Typical Transition Methodology

Act as Developing &

Managing Executing
Customer Expectations plan
custodian

Build
Building
Transition
transparency
Strategies

FACTS provides customers with a step-by-step framework

to identify requirements relevant to the process being
outsourced and then document them in a consistent
structure that will facilitate smooth knowledge transfer.

This framework also provides the entire project

management toolset required for developing migration
plans, monitoring progress and reporting to key
stakeholders.

Set-up and transition could take anywhere

from 8-16 weeks depending on departments
and projects that are defined within the scope
of this initiative 34
 Thank You

35
 Annexures

36
Snapshot of Statistical Report

37
Snapshot of Ageing Reports

38
Snapshot of Modify Info Log Report

39
Snapshot of Grievance Repots

40
Snapshot of DLR ( Daily Login Reports)

41
Snapshot of ARR (Agent Rank report)

42