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Section 1: Basic Project Details

Please provide the basic project details for us to identify your project properly.

1. Project Name: Web Portal of Haryana Tourism

2. Project Head (end customer): Managing Director, Haryana Tourism Corporation Limited

3. Name of the organization where this project has been implemented: Haryana Tourism
Corporation

4. Complete address where the IT head for this project is located: National Informatics
Centre, Haryana, Room No.- 9, 9th floor, Haryana Civil Secretariat, Sector-1, Chandigarh

5. Mobile Number and Email id of project head (end customer): 09216400446 (Munish
Kapoor), haryanatourism@gmail.com

Section 2: Project Concept and Business Case

Name of the National Informatics Centre, Haryana
Organization
Name of the Haryana Tourism Corporation
Department
Name of the Project e-Tourism-Portal of Haryana Tourism –
Integrated with on-line Reservation of Tourist
facilities (http://haryanatourism.gov.in)
Award(s) Applying e-Gov-ICT in PSU
for #
Objective of the Transparency: Making available, all types of
Project accommodation from all resorts on web, so that the
customers are able to book the room as per availability
in a transparent way.
Efficiency: Processing of complete room reservation
in a time bound manner and displaying the status on
Web, adding greater efficiency in the process.
Eliminating Fraudulent & Corrupt Practices: Since
the information on room reservation is available online
at the back end and at the administrative level, the
frauds of not making entry in the register are expected
to reduce significantly.
Timeliness: Due to automation of major manual
processes, the whole exercise can be completed within
shortest possible time.
Effective feedback services to Customers:
Management can easily get actual feedback from the
customer and reply can be sent through email.
 Cost effectiveness: implementation of online room
reservation system, expects to get more business from
all over the world, which is going to bring cost
effectiveness in running the complexes.

With the help of this system each and every tourist

complexes can manage large customer base-much
more number of booking offices, bigger agents network
with strong, effective, instant, and automated
communication
Inter state package tour business is also possible.
Communication costs to reduce to large extent as the
use of phone and fax will be minimized.
This helps in reduction of the manpower required for
handling.
Make available information related to location, mode of
transport, facilities to visitors at various resort as well
as in Haryana. Effective Monitoring of Credit Control.

It also helps to analyze source of business, type of

revenue, Market segment & guest type in order to
increase occupancy.
Effective Accounts payable/receivable system helps in
planned cash out /Cash in flow.
It will help in focused Marketing plan through
Maintenance & extraction of very comprehensive Guest
history of all guests who have stayed at HTC resorts.
Date of Launch of 4th August, 2009
Project
Coverage No Boundary, Internet based Access
(Geographical)
Beneficiary of the Tourist all over the world, Haryana Tourism Corporation
Project Haryana State, which in turn promotes employment
generation.

Situation before the initiative:

Haryana is one of the most industrialized state in India, near to capital New Delhi
and known for its culture, religious and historical events like MahaBharta all over the
world. The tourist and businessman from all over the world are visiting it. Haryana is the
front-runner state in providing highway tourism and Haryana Tourism Development
Corporation operates 48 tourist complexes spreading all over the state. Corporation
offers 832 rooms through these complexes for stay of tourists apart from restaurant and
bar facilities. Due to non-availability of the information about the room occupancy
position, there was a great leakage of revenue and the citizen access to important
destination like Kurkshetra, Pinjore and other destination was very limited. It was very
conservative system and tourist could not get access to cheap state tourism
accommodation and were fleeced by private hotels.
Before On-line booking system there was huge gap between tourist resort and booking
offices in Delhi and Chandigarh. These offices have to first confirm the room’s availability
from the resort on phone and then book the rooms for the customer.

Most of the business was from current booking. Tourist has to visit either the resort or to
the booking offices at Chandigarh or Delhi to book the room in advance. There was no
other way to book the room in advance.

The management at corporate level is not able to monitor the room occupancy daily,
guest type advance booking business. The tourists from abroad were not able to book
room while scheduling the travel plan to India and Haryana particular. The customer base
was limited and the customers were not able to avail the schemes launched by
corporation. In case of cancellation of accommodation due to one or other reasons, the
customers/tourist had to follow a cumbersome procedure for cancellation and refund.

There was no automated mechanism to maintain the record of each category of room for
every tourist resort and no proper feedback system to improve the system to the
customer satisfaction. The feedback from customers was being taken on conventional
register where usually good feedbacks were recorded and the management was not able
to access actual feedback of customers.

Strategy Adopted:

To achieve the objectives stated above and to make the room reservation system
more open, Haryana Tourism Corporation decided to develop tourism portal. NIC Haryana
was selected to study and develop the portal. A group having officers from NIC, Haryana
and Haryana Tourism Corporation was created to study the information needs and
submitted the proposal to PEC for approval. PEC approved the proposal. After the
approval, the design and development of the portal was started.

The culture of HTC was most difficult to change which Chairman & Secretary
Tourism and MD, HTC played a crucial role by making it very clear that this
project has to be implemented and it is good for the corporation.

Existing system was studied at different resorts and booking offices of HTC. In the initial
stage, there was apprehension in the minds of staff relating to booking. But it was told
them that system will be the same as existing manual system and it will be very user
friendly and will be helpful in maintaining the records in more efficient manner. ‘On-line
Room Booking System’ was in a way to:
 Provide all the facilities of existing system
 Removal of shortcomings in existing system
 To fulfil the objectives defined for the new system.

In the first phase website was designed and developed having information about the
Haryana Tourism corporation resorts, tourist places, mode of convinces, tourist packages,
various tourist places etc. Master Database of resorts, types of rooms, rents were
created.

The main challenge in developing this portal was to make the information secure as the
portal has financial transaction including using credit cards. Moreover the transaction at
resort level should also be secure with 100% correctness, as each transaction has
financial implications.

To make the system secure and reliable following steps were taken:

 Each employees of HTC either dealing with the reservation of rooms or monitoring
the system was given secured user/password. There was five types of roles were
defined namely Management at central level, administrator of the site, Manager at
Resort level, counter in-charge at resort level and authorized agents of HTC. These
roles were strictly integrated in the application to maintain the integrity and
security of the data.

 Axis bank was selected by the corporation to provide payment through credit card.
However provision was provided to integrate more banks in future.
 Security audit with highest standards was cleared.

Challenges to implement the system at the resort level:

 Most of the counter In-charges were of lower level having no knowledge of

computer.
 Misconceptions in the minds of resort managers and counter in-charges about
computerization.
 Managers of the resorts and counter in-charges are having in their minds that
Management at Top level will be able to monitor and control the working of the
resorts more closely and their personnel interest will be affected.
 Due to above reasons, staff at the resorts were hesitant to implement the system.

Steps taken to make its smooth implementation:

 More than 270 employees were trained for using the application according to the
roles of the users.
 Their feedback was integrated in system to make it more acceptable to the users.
 Initially some flexibility was provided to the counter in-charge in making change in
reservation, cancellation and other functions. Later it was withdrawn and given to
the top administration only.
Result Achieved/ Value Delivered to beneficiary of the project:

Both customer as well as the corporation have benefited from the implementation of
‘On-Line Rooms Booking system’. It has provided comfort to the customer by
providing booking and cancellation instantly by using credit card. It has benefited the
HTC by improving financial, occupancy, increasing customer base, transparency, and
efficiency.

Benefits to Customers

 Comfort for the Tourist & visitors: Computerization of room booking of HTC
resorts have make possible for the visitors to plan the visit and book the rooms in
advance using credit cards or email interface, which was not possible earlier. The
most convenient part of booking online is that it can be done from the comfort of
 your own home or business travellers can do it whilst on the move from a laptop or
using a mobile phone.

 INSTANT CONFIRMATION. Bookings are confirmed at the moment they are made, 24
hours a day, 365 days a year.

 Easy access to information: All the prices and accommodation are listed on HTC
site for each resort, customer can quickly compare which one he want to stay at.
Also there is information about the hotel facilities; services offered and local
services. Can you imagine how long it would take to find out all this information
over the phone?

 Easy Cancellation: Cancelling can sometimes be a pain over the phone or face to
face as there may be unnecessary cancellation charges. It provides instant
cancellation and amount refunded in the same mode as paid while booking.

Benefits to HTC

 Increase in Direct Sale as guests enjoys the convenience of a one-stop

availability check at website, instant booking and auto-generated email
confirmation.
 Makes Sales Immediately: Rooms are reserved immediately and payment
directly goes into the resort account.
 Compete directly with other hotels as the rates are far less in comparison to
others and facilities are better than others.
 DEVELOPING OF SALES NETWORK HTC is in the process of making MOU with many
travelling agents like Railway tourism and Make My Trip with an instant online
reservation facility through this website.
 Better management of Rooms inventory: When dealing with a sudden group
booking or taking rooms out of service for renovation, etc, a Hotel can
immediately change the inventory allotment on the system to prevent any other
booking coming in.
 Managing Rooms for better Business: Publishing and providing the rooms
facilities to the customers by determining the right price, aim at the right market
with different rates, based on hotel's seasonal situation (New Year's, Diwali,
Christmas, summer)
 Makes Web Content Management Easy: Enables authorized user to update
and manage their online reservation system with ease.
 Increase in tourist activities: Tourism in Haryana has been exposed to the
world through this site, which will certainly increase the tourist activities in the
state, hence more business to the state.
 Easy and efficient reporting: There were several reports have to be prepared
at all the 48 resorts daily, weakly, fortnightly, monthly, quarterly, and yearly and
have to be sent to HTC, HQ, where reports collected from all the resorts is
compiled for the state level. It required lot of time and manpower and was having
chance of error. This application provides all these reports for each level of the
corporation with in no time and with 100% correctness.
 Better Control hence efficiency: Management now having better control over
functioning of the resorts and monitor the working in more efficient way.
  Better Planning for expansion: It will be possible for the management to study
the demand/ supply requirement and make the plan for future expansion of the
existing resorts and new resorts.
 Improvement in Financials: Financial of all the hotels have improved
remarkably in comparison to the period when the system was not on line.

The total collection through this system is more than Rs 32 crores in last one year
since its inauguration on 4th August, 2009 by Minister for Tourism, Haryana.

No of resorts in which system in 27

implemented
No of rooms 527
Total no of users from HTC who 270
are trained to use the system
Total No of booking till date 165000(approx.)

Daily no. Of visitors 400(approx.)

Daily collection Rs. 700000 (approx.)

Total collection till date More than Rs. 28.00 crores

Total collection through More than 42.00 lacs

debit/credit card
Total Refund amount for Rs. 11.5 lacs(approx.)
cancelled booking

Extent to which the Objective of the Project is fulfilled:

Objectives, which were set at the time of plan, are fulfilled. It seems from the
speed of implementation of the system. As it was planed that the system will be
implemented in phases over the time of 2 years. But with in 2 months of its starting, it
has been implemented in 27 resorts and corporation is making plan to implement in
remaining resorts in next one year by providing hardware and communication link. HTC
has also made agreement with MyTRIP.com for giving secure access for booking
of rooms on the portal. Now the HTC is also in the process of making agreement with
Railway Tourism to take the benefits of the system in aggressive manners. All other
objectives like transparency, cost effectiveness, timely reporting and monitoring are also
fulfilled.

Encouraged by the successful run of the system in Haryana, Tripura Tourism

department is going to adopt/implement our system with minor customization.
Coverage –Haryana Tourism Development Corporation operates 48 tourist complexes
spreading all over the state. Haryana Corporation has 832 rooms for stay of tourists.
Apart Room Accommodation Haryana Tourism has Point of Sales (Restaurant, Bar, Fast
Foods, Coffee Shops ) and Petrol Pumps. In the first phase 27 resorts have been taken
for implementation of Integrated ‘On-Line Rooms Booking System’. System has following
features for booking of rooms in these resorts from anywhere any time basis along with
the Cancellation Of Room Booking:

• Using Debit/Credit Card: As the system is web based, tourist can book
accommodation from anywhere any time basis using Debit/Credit card.
• Blocking of accommodation: The Tourist who do not have credit/debit card may
make Booking by Blocking the rooms if available through Email and as per the Policy the
required Payment on account of tariff will be deposited in the Axis Bank of respective
Tourist Resort anywhere.
• At Resort counter: Tourist can also Book the Room in any tourist resort of HTC
from the Tourist Resorts (where the system is implemented) Front Office Counter.
• Booking office of HTC: Booking can also be done from the HTC Booking Offices
at Corporate Office, Chandigarh, Oasis (Karnal) and Delhi Office.

HTC has made agreement with Make My Trip.com for booking of rooms. In
addition to above Haryana Tourism Corporation is also in negotiation with
IRCTC and Authorized Travel Agents for providing the secure access on the
portal for On Line Booking.
Corporation has also implemented Hotel Management Information System
(HMIS) and Tally accounting software in 27 resorts.

Scope of Services/ Activities Covered

Following Process has been incorporated in the portal:

 Booking of Rooms
 Advance Booking
 Current Booking
 Concessional Booking at Counters.
 Discounted Booking
 Blocking of Rooms
 Confirmation of Blocking
 Cancellation of booking
 Check-in
 Check-out
 Change Rooms
 Change type of accommodation
 Making change in tariff, ,Destinations, User Creation and so on
 Publishing special discounted plans at different occasions
 Taking out accommodation from booking for repair/ maintenance
 Room Chart
  Monitoring: Financial and occupancy Reporting at Corporate, Management and
Tourist Resort Level

Process of Booking Rooms:

Before computerization
 Booking can be done only on the arrival of Tourist at the Front Office of Tourist
Resort
 From the Booking offices at Delhi
 In case Tourist want to transfer the Funds on a/c of Room Accommodation same
can be send through Cheque/Draft Only and the process is cumbersome.
 It was very difficult to implement concessional and discounted booking in
transparent manner in all the resorts of corporation.
After computerization:
 Customer can Book the Rooms in any tourist resort from anywhere anytime basis
using Credit/Debit card
 Tourist who are not having Credit/Debit Cards can Block the accommodation in
advance (6 days ahead) and depositing the amount in the Axis Bank of respective
Tourist Resort within 48 hours of blocking otherwise the blocked rooms will
automatically got cancelled.
 Customer can also Book the Accommodation from the tourist resorts (which are
Computerized) for tourist resort.
 Haryana Tourism Corporation has set up a Computerized Booking Offices at
Chandigarh, Oasis (Karnal) and Delhi.
 Haryana Tourism Corporation is also in negotiation with IRCTC and Authorized
Travel Agents for providing the On Line Booking secure access on the portal.
 On Successful booking done from any of the way given above, a Booking Slip will
be generated (Format enclosed), which the customers will show at the time of
check in.
 Automatic Email is also sent to the customer for each transaction if email address
provided by the customer (Whereas in the case of Online Booking through the
Portal it is mandatory).

Process of Cancellation of Booking:

Before Computerization:
 Earlier customers have to visit the Tourist Resort for cancellation and it was very
cumbersome to get the Booking cancelled and got the refund amount.
 There was no proper mechanism of maintaining the System of cancellation.
 There were frequent complaints from the visitors for non-cancellation of booking
and not payment of refund in time.
 There was also report of leakage of revenue by the counter in charge.
 Manually calculating the refund amount was very difficult as under the cancellation
rules, %age of refund amount is to be calculated on the basis of hours remaining
for check-in time.
Redesigned Process:
 Customers can cancel the Booking by Log-in his/her account on the Portal for
Booking done by customers using Credit/Debit cards or depositing the amount in
resort’s bank account.
  Refund is automatically credited in the customer account in case of booking done
using Debit/Credit card.
 In case of booking done by depositing the amount in Tourist Resort’s Bank account
refund will be sent by cheque to the customer address as per the Policy.
 For the Booking done at the Tourist Resort Counters, cancellation can be done by
visiting the counter or by sending email to the resort from the same account which
was given at the time of booking by the customer.
 Amount to be refunded is calculated automatically, no change can be made at any
level.
 Provision for pending refund is made where resorts officers make refund entry and
send the cheque to the customer address.

 Process of Check-in, Check-out, Change of rooms, and Change Category of

was being done manually in register which was having difficulty in finding vacancy
position in each type of room, identifying the vacant room, calculating the amount
on change of type of room etc and so on.

• All the above process is automated in the computerised System.

• At the time of check-in, list of vacant rooms are displayed for allocation. On
selecting the vacant room from the list and submitting the form check-in slip is
generated, which is signed by both customer and resort’s officers and put in the
files for future requirements.
• At the time of Check-out , Departure slip is generated and room is
automatically got vacated. There is also provision of taking additional amount if
due.
• Time of Check-in and Check-out is actual time and officials at the Counter
cannot change it. It has helped the organisation in preventing the leakage of
Haryana Tourism Corporation revenue by the Tourist Resort officials.

 Change in the tariff and Publishing special discounted plans at different

occasions is done at Corporate office which is situated at Chandigarh. In the manual
system, implementation and advertising the change in rates and special offers to the
customers in time was very difficult.
 ‘On Line Room Booking System’ has given provision to the Management for
changing the Room Tariff for any type of rooms in any resort with immediate effects.
 System has also provision for publishing special offers on special occasions to the
customers.

In the manual system, there was no proper mechanism of maintenance of records for
taking out accommodation from booking for repair/ maintenance.

 Computerised system has given provision for taking out any room for maintenance
and there is provision for monitoring it by management sitting at Corporate Office.
 Monitoring; Financial and Occupancy Reporting at Tourist resort and
Corporation as whole: There were several reports which has to be prepared at
Tourist resort level and sent to the Corporate Office, Chandigarh where these were
compiled for Financial Analysis and future planning. In manual system, it takes lot of
time and manpower.
 All these reports have been provided in the computerised system hence
saving time, cost and manpower.
Citizen Centricity
 The facility for booking of rooms is for all the citizen of world who wants to visit
Haryana and want to stay in the any of HTC resorts spread all over Haryana, which
provides cheap and best facility for stay.
 Citizen can book rooms from anywhere any time in any resort of HTC by using
credit card, email, resort counter etc.
 In case any enquiry or problem, customer can contact resort manager or special
cell at Chandigarh, whose contact details including email address is given.

User convenience
As the system is on-line with real time immediate confirmation of booking and
cancellation, so information on the site is complete, transparent and customers should
have Internet facility to access and use the facilities provided in the system.

Efficiency Enhancement
 System is implemented in 27 HTC resorts having more than 527 rooms. Daily more
than 400 customers registered with these resorts. Transactions of more than Rs. 7
lacs take place daily trough this system.
 It will be implemented in remaining 21 resorts in next 12 months and no of rooms
and financials will increase accordingly.
 System provides instant reservation to the customers using credit card hence no
delay in service delivery.
 Reports for customers, resorts manager, corporate office, and management are real
time and processed in no time, hence instant with 100% accuracy.

Cost effectiveness
 There was one time computer hardware and software cost for each resort.
 Internet link is provided to each resort. On the other hand, Communication costs
are reduced to large extent as the use of phone and are minimized.
 Existing staff is trained for using the system.
 More business from all over the world
 System has helped in reduction of the manpower required for handling.
 It helps to analyse source of business, type of revenue, Market segment & guest
type in order to increase occupancy.
 Effective Accounts payable/receivable system helps in planned cash out /Cash in
flow.
 Effective Monitoring of Credit Control.

Capacity Building and Organizational Sustainability

 Technical team of NIC, Haryana, develops the web portal.
 Four junior programmers were hired for 6 months for proper and smooth
implementation of the system.
 More than 270 officials working in different offices/ resorts of HTC along with 4
junior programmers were given training for using the system.
 All the resorts were divided in to 4 groups. One junior programmer is deputed in
each group for technical help.
 As the existing staffs are trained to use the system and it is working fine since last
two and half months, its sustainability cannot be doubted.
 Accountability

 All types of accommodation with facilities and tariffs for all resorts are available on
web and customers can book from anywhere using Internet.
 Government policy of giving limited concessional booking in each resort for
selected officers is integrated in the system, now neither the resort official deny
the accommodation if available, nor one can give if not available. System has
helped in implementing the policy.
 All the reports regarding booking/cancellation in all the resorts are on the web and
are being monitored by management. It has helped in eliminating Fraudulent &
Corrupt Practices in resorts by not making entry in the register.

Innovation

 Commonly ‘On-Line Room Reservation System’ provides room booking by

providing payment through credit/debit cards to the customers.
 Mostly Rooms booking system to the customers on web and at the counters of the
hotels runs separately not integrated.

Due to above factors, the following problems are faced by the customers,
hotels and management:
 Partial accommodations are opened for the customers on web.
 Not Integrated view: Resort manager and counter in charge have to work
more to manage room’s occupancy on two separate systems.
 More Manpower: Extra work has to be done two consolidate various financial
reports for the resort.
 Management is difficult: Institution like Haryana Tourism Corporation which
manage 48 resorts in different locations of the Haryana State, it is very difficult
to process the data for integrated view of financial and physical status for
management to monitor the working of all hotels.

 In our system, an integrated solution has been provided for all the 48
resorts, customers, corporate office, management, and agents, hence
removed all the problems described above faced by traditional Rooms
Booking System .
 System has also facility for those who do not have credit cards by blocking of
accommodation and depositing the tariff in resort account in Axis bank and got the
booking confirmed.

Appropriate Delegation 270 officials/officers from all resorts of HTC and corporate
office are trained for using the system.
 They have been trained according to their roles.
 5 types of roles have been created.
 Resort Manager at resort level
 Counter In-Charge at resorts level
 Management at Corporate level
 One System Administrator at HQ level
 Authorised Agents of HTC.
  Users/password has been provided to all the officials.
 As the mater is of financial nature, user information has been recorded in every
transaction in the system.
 Reports and transactions have been provided as per the login user.
 Every user has been made responsible for every action.

Section 3: Project Architecture and Technologies

This is where you need to tell us all the hardware, software, services, and
support that was utilized in this project.

1: Details of the hardware used in the project : Portal is hosted on the NIC data centre.
Two computer with printers and network connectivity LAN/WAN are provided at each
booking centre at resorts.

2: Details of the software used in this project : .Net technology as front end and SQL
Server as a database is used.

3: Details of the services and support utilized for this project : Axis bank payment
gateway is used for payment of charges for reserving the resorts rooms by the
tourist/customers in HTC resorts using portal through internet.

4: Details of key technologies that were used in this project.

Section 4: People Involved in the project

Please identify key parties that were involved in this project, along with their
roles.

1: Name of the main implementation partner for this project

National Informatics Centre
1. Sh. Ghan Shayam Bansal,STD, NIC-HSU & State Informatics Officer Haryana

2. Sh. Deepak Bansal, Technical Director NIC, Haryana

3. Sh. Yashpal, Sr. Systems Analyst NIC, Haryana

2: Other project consultants, vendors, and service providers that are worth mentioning
for this project along with a brief mention of their respective roles.

3: Size of internal team involved in this project (number of people) 20 Nos.

4: Names of internal team members, their designations, departments, and the skillsets
that they bring to the table.
Team Involved in Computerization of the Haryana Tourism Corporation:

Govt of Haryana
 1. Smt. Keshni Anand Arora
2. Smt. Satwanti Ahlawat
3. Sh. Vinay Singh
4. Sh. Munish Kapoor

6: User acceptance is a key measure for the success of any project. Please give us
names of three users who'd be willing to share their experiences of this project with us.
Please provide the following for each user: Full name, Designation, Email-id, Mobile
Number, and Landline Number (with STD) code.
1. Sh. Ghan Shayam Bansal,STD, NIC-HSU & State Informatics Officer Haryana sio-hry@nic.in,
0172-2741950, 09417984502

2. Sh. Deepak Bansal, Technical Director NIC, Haryana Deepak.bansal@nic.in

3. Sh. Yashpal, Sr. Systems Analyst NIC, Haryana, yashpal@nic.in, 09417869424

4. Sh. Munish Kapoor, Programmer, Haryana Tourism

Corporation. haryanatourism@gmail.com, Mob:
09216400446