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Cloud Telephony and IVRS based Daily Monitoring System: A Revolutionary Approach

Presentation by Sudhanshu Tripathi Special Secretary, Govt. of U.P. stripathi_99@yahoo.com , Ph +91 94150 14378. Cloud Telephony and IVRS based Daily Monitoring System: A Revolutionary Approach for Monitoring Government Programmes. Issues in Monitoring of Govt. Programs.

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Cloud Telephony and IVRS based Daily Monitoring System: A Revolutionary Approach

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  1. Presentation by Sudhanshu TripathiSpecial Secretary, Govt. of U.P.stripathi_99@yahoo.com , Ph +91 94150 14378 Cloud Telephony and IVRS based Daily Monitoring System: A Revolutionary Approach for Monitoring Government Programmes

  2. Issues in Monitoring of Govt. Programs

  3. Technological Developments in Last Few years

  4. Mid-day Meal (MDM): The Scheme • A GoI scheme for providing cooked meal to children studying in schools • Implemented in U.P. with the combined efforts of Central & State Govt. since Sep 2004 • Scheme implemented by Panchayats • Total no. of schools: 1.69 lac • Total no. of schools serving MDM: 1.65 lac • Students enrolled as per AWP: 198 lac • PAB approval for availing nos.: 122 lac (62%) • 2014-15 Plan approval: Rs. 1799.76 crore

  5. MDMS: Problems in Conventional Info - Flow • Spatial problem: School-wise report not available at the district/ state level • Temporal problem: The time lag in data flow leading to • Scope for data manipulation • Chances of excess physical/financial reporting • Delay in remedial action • Efficacy of the system jeopardized • Defaulting schools’ info in next month only • Monitoring Problem: Physical inspection presently based on random selection - not on exception basis

  6. Prerequisites of DMS • Peculiar nature of MDMS • Data to come directly from school • A system based on computer-mobile interface • A completely toll-free model • A model that could run on lowest end mobile • A turn-key solution

  7. DMS: A New Tool of Monitoring • Philosophy behind the concept • Making School as the basic unit for information flow & monitoring rather than district • Real time data collection and MIS • Bridging gaps in monitoring • A complete System of Data collection, MIS & DSS on Auto-Pilot mode • Gives grass-root data at apex level & facilitates in Monitoring & pinpointed Intervention • Successfully implemented since Jun’10. • At present covers about 1.65 lac schools • Tracks number of students actually fed daily • Tracks number of schools not serving meals

  8. Innovation: ICT Led Initiative Everyday, after MDM is served in schools Interactive Voice Response (IVR) calls placed to teachers’ mobile Teachers reply by keying-in the number of students availing MDM on that day In case meal could not be served in a school, the teacher keys-in zero In case one misses out replying to the IVR call, one needs to give a missed call to the same no. The System to call back on its own within 5 minutes of missed call Data gets appended & real-time MIS for all schools generated on web Provisions made for system enabled registration of new ph number/leave/transfer/retirement of the teacher & holidays Helpline/ Toll free No. 1800 1800 666 for info & data pulling Hardcopy of info provided daily by the schools through IVRS to be verified monthly by the headmaster in monthly meeting MIS available on www.upmdm.in

  9. Flow Model: Conventional System

  10. OBD (Out Bound Dialling) OBDD MISApplication & DSS Virtual Number / Server Information through IVR tthrough IVR Internet Acknowledgement School Mid Day Meal Functionaries at Block/ District/ Division / State levels/ GOI - Registration - Daily Attendance - Confirmation MIS Reports / Exception Reports etc of all schools are available here for decision making at different levels Monitoring by Exception The Re-engineered Process

  11. Challenges faced in Implementation Operational Challenges DPR developed Project assigned on Turn-key basis Mobile no. of about 4.5 lac head-masters, Asst. Teachers, Shiksha Mitras collected Design, Publish & Distribute Operational Manual to teachers Online demo/ training in about 900 blocks & town area Teachers association taken into confidence Thru local/ administrative support Logins to Commissioners/ DMs/ CDOs/BSAs/ BEOs & Alerts/Auto-emails G.O. Issued by the State Govt. making it mandatory for Teachers to give info. Solution • An unknown territory • Mode of operation • Teachers’ database • How to orient teachers • How to motivate teachers • Sustainability • Intervention for schools not serving MDM • How to ensure compliance by Teachers

  12. Challenges faced in Implementation System Design Challenges Solution Data ‘pull’ methodology for data collection Outbound Dialing thru Cloud Telephony , cloud computing IVRS, Hindi text to speech, Internet Codify 1.52 lac (2010) schools PRI lines Toll-free model, system of missed call/ call rotation/ call escalation • Data ‘push’ vs data ‘pull’ • How to ‘pull’ data from teachers • Huge no. of schools • How to cover so many schools by evening • How to ensure that for providing data through teachers’ own mobile, no expenses are involved!

  13. Success & Impact

  14. Impact on Stakeholders

  15. Teacher detail who has given Data

  16. System Generated Daily SMS Formats

  17. Awards and Recognitions National Gold Award for e-Governance in 2011-12 for Innovative Technology NASSCOM Social Innovation Honours 2013 & UNICEF Recognition for ‘Innovation for Children’ ASSOCHAM Award for Excellence in Education 2013 Manthan Award South Asia & Asia Pacific 2012 India Digital Awards 2012 by IAMAI mBillionth South Asia Awards 2011 Special Recognition in Vodafone Mobiles for Good Awards 2011 Shortlisted by Public Affairs Asia for the Yahoo! Internet for Good Award 2014

  18. Evaluation of the System By UNICEF By IIM Lucknow By eminent jury in different awards & recognitions received by the System GOI produced a documentary on DMS for being shown in academies, Training institutions & Community GOI got a case study written for being used for probationers in National & State Academies CIPS’ (Centre for Innovations in Public System) efforts for replicating this model

  19. Replicability/ Scalability/ Sustainability

  20. Future Path MDMS Essentials: Regularity, Quality, Quantity Regularity Ensured thru DMS Quality and Quantity monitoring can be done Monitoring Attendance of Teachers in schools Posting of Teachers on basis of availing nos. Monitor Reasons of default so as to arrive at systemic nature of problem Monitor Payment of Honorarium to Cooks Engagement of Cook on basis of availing nos.

  21. Future Path… • Focus on Regional status of problems and need of intervention • DMS: from a tool of monitoring to an objective tool of planning • Activity Monitoring being introduced • Usage pattern and statistics on the use of each of the Analytics in the platform by the concerned officials at district and block level. • This would help the Contact Center of the project to get in touch with officials on very specific actions to be taken by them for use of the system

  22. Thanks… www.upmdm.in

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