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Presentation at the 2-day Regional Conference – Fostering GATI through
excellence in Governance
Development Permission Management System 15/Dec/2015
Agenda Context Conceptualization of the Project Business Process Re-engineering DPMS solution Integrations Implementation issues Infrastructure Benefits Replication and Way forward
Context - Partners in Progress Project initiated by HMDA Appointed ASCI as a third party Project Management Unit
(PMU) for preparation of RFP , vendor selection and provide Technical Assistance through-out the life cycle of the project
Selected SoftTech Engineers Pvt. Ltd as a Total Solution provider through an RFP Process for implementing the ICT Solution
Agreement signed between SoftTech Engineers Pvt. Ltd and HMDA for a 6 year period with one year deployment period followed by 5 year implementation and handholding support
Context - Organizational Around 3000+ permissions a year with a 80+ planning staff ( 3-4 applications per
person per month) Average time for permissions is 45 days to 60 days in normal cases and 120-
180+days for special cases Elaborate, Archaic processes Aging staff with limited technology (ICT) exposure Complicated workflows and procedures ( Process Cycles are sometimes close to
16 !!!!) Customer is the least important stakeholder !!!! Unpredictable file movement and lack of transparency Vested interests – Liaison officers Computational errors and interpretation of the rules Lack of integration with other systems ( Master plan, Revenue, Other departments
etc.,) No standard Accounting procedures and errors in Reconciliations along with dues Minimal MIS
Objectives Provide single point, integrated and holistic on-line
Development permissions to the Citizens for any permission Bring a paradigm shift from Department centric to Citizen
centric service delivery through BPR and process oriented workflows
Enable comprehensive data information system in predictable time scales to Citizens and Organization
Leverage ICT tools for standardizing processes and achieve quantum leap in transparency, efficiency, consistency & cost effective services through agreed upon SLAs
Build organizational capacity for smooth adoption of ICT enabled service delivery
Achieve a customer-focused, fully transactional & seamless service model replicable across urban bodies in the State
Activities identified under DPMS Development permission Systems
Non Multi-storeyed buildings (residential and commercial) which are less than 4000 sq.mts
Non multi storey buildings greater than 4000 sq.mts (Group housing High rise buildings (Residential and Commercial) Institutional/Special buildings -Colleges, Hospitals, theatres etc.
Layout Permission System Layouts with open plots upto 10 acres Layout with housing (Gated community) Layout with Group housing /Group buildings
Issuance of No Objection Certificate - Quarries, Petrol bunks etc. Single window industrial applications and integration into TS-
iPass
Findings of BPR Study – Customer Centric
S.No. Organization issues
Problems faced by Citizen
1 Lack of customer friendly approach
• No guidance for filling the application and ensure complete documentation
• No clarity on zonal jurisdiction details • Long queue up at counters & restricted
working hours
2 Poor service delivery standards / Poor information systems
Makes multiple visit to multiple offices • To Locate the file and know the status of
his application- Traceability issues • Continuously Follow-up with officers for
approval and also to ensure every document is in place – Transparency & Accountability issues
• To submit the addl./missing docs. • Any other queries
S.No. Organization issues Problems faced by Citizen
3 Poor systems –outdated processes
Delay in services • Poor communication systems:• Lack of monitoring systems: • Lengthy transaction times- Poor complaint
redressal system : Non adherence of citizen charter
4 Payment process • Travel to banks, queue up counters, to make the payments
• Restricted working hours
5 Scattered offices without signage indications
• Travel to multiple offices for purchasing and submission of application
• Difficulty in locating the counters and working hours
6 Poor infrastructure facilities
• No proper sitting space and basic amenities for the visitors/customers
Findings of BPR Study- Process Centric
S.No. Organization issues BPR
1 Customer Centric • Establish “One Stop Shop – DPMS Portal ” for the Citizen to interact
• Help in preparing a 100% near correct applications. Improving quality, efficiency and the brand for application process with the help of an Architect and train them
• File movement between the DAO and the departments can be distributed between departmental workflows and the ICT solution thus reorganizing the works
2 Infrastructure Centric
• Establish a Citizen Facilitation Centers over and above the DPMS portal for the uneducated with all important services under one roof – Application issuance, Help desk, Application Submission counters, Banking support, Grievance and RTI
• Create a quality ambience with good amenities for the citizen to wait and interact at this centre
Methods to Fix these……….
Current SystemDepartment Centric
Approach
Customer
Proposed System Customer Centric
Approach Pl
anni
ng S
ectio
n
Land
Rev
enue
Se
c.
Land
use
sec
tion
Departmental Support Accounts & Banking
Interface
Customer
Inw
ard
secti
on
Application status
Banks
Fina
nce
secti
on
BPR - Paradigm Shift
Transformation
ICT Solutio
n
Building Permissions – Process Fix# Activity Actor Existing Proposed
SLAActivity Type
1 Receipt of application and forward to respective HMDA offices
Inward Counter
1- 4 days
Same day
Admin
2 Initials File Dir-Plng 1 day Removed Admin
3 Verification &Creation of Part A &B files & forward for technical and title scrutiny
DAO 1- 2 days
Same day /removed
Admin
4 Initials File PO 1 Day Removed Tech- Plng
5 Initials File APO 1 Day Removed Tech-Plng
6 Title scrutiny Land Sec 2 days 2 days External
7 Technical scrutiny by JPO & APO Planning Sec
7- 15 days
1 day Tech-Plng
a)
Master plan verification 1 day Tech-Plng
b)
Inspect Site + Prepare report Same day
Tech-Plng
c) Fee calculation Same day
Tech-Plng
Building Permissions – Process Fix# Activity Actor Existing Proposed
SLAActivity Type
8 Receive discrepancies info (if any) from JPO/Tahsildar and Prepare letter to applicant
DAO 1day 1 day Admin
9 Authorize letter PO 1 day Removed Tech-Plng
10 Authorize letter CPO 1 day Removed Tech-Plng
11 Authorize letter Dir.Plng 1 day 1 day Tech-Plng
12 Dispatch letter to Applicant DAO Same day
Same day
Admin
13 Technical Scrutiny by PO Tech-Plng
Verify Applcn + APO recommendations 2 – 7 days
1 day
Site inspection (Optional for few cases) PO
Add remarks PO
14 Technical Scrutiny by CPO & Dir.Plng 4- 7 days
Tech-Plng
Verify Applcn as per GO, rules and regulations
CPO 1 day
Site Inspection (Optional for few cases) CPO&Dir
Prepare Site inspection Report CPO
Recommend for approval /Reject CPO, Dir 1 day
Building Permissions – Process Fix# Activity Actor Existin
g Proposed SLA
Activity Type
15
Approve/Reject Proposal MC 2-4 days 1 -2 days External
16
Receive proposal and forward to DAO DirPlng 1 day Removed Tech-Plng
17
Prepare Payment proceedings DAO 1-2 days Same day
Admin
18
Initials file PO 1 day Removed Tech-Plng
19
Verify proceedings + add remarks APO 1 day Removed Tech-Plng
20
Verify proceedings + add remarks PO 1 day 1 day Tech-Plng
21
Approve proceedings CPO 1 day 1 day Tech-Plng
22
Inform Applicant (Amount to be paid & File No)
DAO 1 day Removed Admin
23
Send reminder to applicant (Not paid in time)
DAO Admin
24
Make payment and submit DD at Inward section
Applicant Max 4 days
Admin
25
Verify with Accounts dept for payment clearance
DAO 1-2 days 1 day Admin
26
Circulate file (Payment release letter) to issue sanction/Approval
DAO 1 day Same day
Admin
Building Permissions – Process Fix# Activity Acto
rExisting
Proposed SLA
Activity Type
27
Initials file PO 1 day Removed Tech-Plng
28
Initials file APO 1 day Removed Tech-Plng
29
Enface plans JPO 1 day 1 day Tech-Plng
30
Verify & affix official stamp on proceedings & plans
APO Tech-Plng
31
Verify & affix official stamp on proceedings & plans
PO 1 day 1 day Tech-Plng
32
Verify & affix official stamp on proceedings & plans
CPO 1 day Tech-Plng
33
Registered post plan &proceedings to ULB and record the same in the register
DAO 1 day 1 day Admin
34
Upload proceedings +Plans with validity period in website
IT wing
1 day 1 day External
35
Send advance letter to applicant if construction is not initiated in the validity period
DAO Same day
Admin
Total days
35- 45 days
18- 20 days
BPR processDetailed BPR conducted for all permissions and the
following recommendations were made:1. Single point for all citizen interactions – Portal2. Shifting the responsibility from the DAO structure to the
Technical staff3. Reducing the workflow levels from 7 to 44. Reducing the process stages from over 14 to 4-6 stages5. Enabling Citizen Facilitation processes 6. Removal of cyclical processes – where there is no value add7. Removing discretion and interpretation of rules8. Delegation of powers to CPO, PO based on criteria……………… all these through ICT based solution
Before ……..
Goes to an Architect
for Drawings
Goes to Bank for
payments
Goes to Government Depts for NOCS
Submits the
Application at HMDA
Legal
Technical
JPO APO PO CPODirecto
rMC
Non complianc
e
Field Verificatio
n
Approval
Final Clearance
Final Clearance
Mostly Manual and
very complicated
After….Totally Simplified and Technology enabled
JPO & APO
PO & CPO
Director
MC
Submits Application, NOC from Revenue,
Makes Payment
through bank payment gateway Field
InspectionTechnical
Evaluation
Deviations
Final Approval
Portal
Work Flow with Digital Signature
Auto-DCR
Mobile Apps, Master Plan GIS
Email / SMS
Portal
All Bank payment
s
Net Banking
Digital Signature
Innovation in a Nut shell The Citizen submits the Applications on-line The Application is scrutinized by HMDA staff through a Cloud
based Workflow and tracked through a file tracking system The Auto Cad drawings of the Building are submitted to the
Auto-DCR system and the system gives the compliance and deviations report in “Less than 15 minutes” and DC charges as per all applicable GOs instantaneously ( This takes close to 20 days)
The physical verification is conducted by the Field Engineers and Mobile apps capture the data and update the system online
Permissions are given with digital signatures to the Citizen and status of the file is automatically updated on the website, SMS, email and personalized mobile app
Payments are made through integrated Payment Gateway NOCs are obtained from other departments electronically Dashboards, Mobile apps provide the required monitoring
information for the officers
Online Application Submission
Document Verification (CFC / CREDAI centers / other seva centers )
Technical Scrutiny (Automated DCR)
Title Scrutiny
Payments (Automated fee calculation & Payment options)
Release of layouts / Dev. Permissions
SMS/
EMAI
L/W
EB N
otific
ation
s to
Ap
plic
ant
Appl
icati
on S
tatu
s ,
Addl
. Doc
umen
ts, D
evia
tions
, Rej
ect
etc.
Documents
Web portal & Doc Mgmt Sys
Master Plan & GISApproval/ Reject
ICT enabled DPMS Process flow
Process Cycle Time Current System : >50 days New System: 30 days
Site Inspection (PDA/ Mobile Enabled Inspection)
Payment Gateways
Applcn. Submission
Tech Scrutiny Title Scrutiny
Field Inspection
proposal Approval
Payments
Release of permissions
Service delivery Centers
Document Mgmnt
SMS/Email alerts
Handheld device
Payment Gateway
HMDA Online CREDAI & Seva centres
DPMS PORTAL
User Id:Password:
GIS
Master Plan
Land Revenue
TS-ipass
INTEGRATIONSAutomated Work flow
Central Repository
Digital Sign
Analytics & Dashboards
DPMS Architecture
DPMS DC Letter Workflow
OB
JEC
TIO
N
NO
TIC
E TO
AR
CH
ITE
CT
In c
ase
of
ob
ject
ions
ONLINE PROPOSAL SUBMISSION Architect
HMDAPortal
Proposal Submission / Resubmission
DOCUMENT VALIDATION & SCRUTINYScans documents verification
SITE INSPECTION (Manual Process)
AUTOMATED DRAWING SCRUTINY AutoDCR checks compliance to DC Rules & produces Report
APO/ JPO
NOTESHEET + VERIFICATIONAdd DC Letter Conditions
PO
NOTESHEET + REPORTS VERIFICATIONVerify Reports and Recommend to Committee
DIRECTOR
COMMITTEEAPPROVAL
All discretions at Committee level
DC LETTER ISSUEDC Letter with conditions for compliance
DC CHARGESAuto DC demand Note
DIRECTOR
ALER
TS A
ND
MIS
RE
PORT
SM
ail.
SMS
& W
EB
PAYMENT GATEWAY
INTEGRATION
DPMS Proceeding Workflow
Architect HMDAPortal
Condition compliance
DIRECTORADD PROCEEDING CONDITIONSAdd Conditions
CAOVERIFY PAYMENT
Reconciliation of DC Charges Payment
DIRECTOR
APPROVALProceeding Approval
PROCEEDING LETTER ISSUEIssue Proceeding only after payment verification by CAO
COMPLIANCE VERIFICATIONVerify compliances
PAYMENTMake online / offline payments
CONDITION COMPLIANCEDC Letter condition compliance by Architect
ARCHITECT
DPMS Proposal Submission
Submission
Verify Documen
t
Drawing Scrutiny
Site Inspectio
n
DC Condition
s
DC Charges
Approve/ Reject
DC Letter
Proceedings
DPMS Document attachmentDocument Attachme
nt
Verify Documen
t
Drawing Scrutiny
Site Inspectio
n
DC Condition
s
DC Charges
Approve/ Reject
DC Letter
Proceedings
DPMS Document Verification at JPO/APOVerify
Document
Proposal Submissio
n
Drawing Scrutiny
Site Inspectio
n
DC Condition
s
DC Charges
Approve/ Reject
DC Letter
Proceedings
DPMS Plan Verification at JPO / APO
Drawing Scrutiny
Proposal Submissio
n
Document
verification
Site Inspectio
n
DC Condition
s
DC Charges
Approve/ Reject
DC Letter
Proceedings
DPMS Scrutiny Report
Scrutiny Report
Proposal Submissio
n
Document
verification
Site Inspectio
n
DC Condition
s
DC Charges
Approve/ Reject
DC Letter
Proceedings
DPMS Site InspectionSite
Inspection
Proposal Submissio
n
Document
verification
Verify Drawing
DC Condition
s
DC Charges
Approve/ Reject
DC Letter
Proceedings
DPMS Automatic DC charges calculationDC
Charges
Proposal Submissio
n
Document
verification
Verify Drawing
DC Condition
s
Site Inspectio
n
Approve/ Reject
DC Letter
Proceedings
DPMS Adding DC conditionsDC
conditions
Proposal Submissio
n
Document
verification
Verify Drawing
DC charges
Site Inspectio
n
Approve/ Reject
DC Letter
Proceedings
DPMS Approval by Committee
ApprovalProposal
Submission
Document
verification
Verify Drawing
DC charges
Site Inspectio
n
Approve/ Reject
DC letter
Proceedings
DPMS DC Letter
DC LetterProposal
Submission
Document
verification
Verify Drawing
DC charges
Site Inspectio
n
Approve/ Reject
DC conditio
ns
Proceedings
DPMS Payment by Applicant
PaymentProposal
Submission
Document
verification
Verify Drawing
DC charges
Site Inspectio
n
Approve/ Reject
DC conditio
ns
Proceedings
DPMS Condition compliance by Architect
ProceedingsProposal
Submission
Document
verification
Verify Drawing
DC charges
Site Inspectio
n
Approve/ Reject
DC conditio
ns
DC Letter
DPMS Proceedings
ProceedingsProposal
Submission
Document
verification
Verify Drawing
DC charges
Site Inspectio
n
Approve/ Reject
DC conditio
ns
DC Letter
Integrations Payment gateway SMS gateways Emails Digital signature TS-ipass Master Plan, Accounts and Planning department Title (Revenue), Dispute (Government land verification) Mobile integrations External departmental integration ( Fire, Airport etc)
Implementation Issues Change Management and Capacity building Aging Staff with near zero interest in learning new
technologies and acceptance of new processes Inconsistency in processes and rule interpretation Data and Data Migration Master Plan and Revenue department integrations!!! Architects participation Incomplete documentation by Citizens RTI
DPMS Hardware and Network Architecture
Application Server
Web Server
Database Server2Database Server1
SAN Switch
SAN Storage
Cisco Layer-3 Manageable Switch
ISP-1 (Reliance 10 Mbps)
ISP-2 (Airtel 10 Mbps)
Firewall-2
Firewall-1
Cisco Layer-2 Manageable Manageable Switch
Wi-Fi Router
LAN Users
External Users
Expected Outcomes
Provide 24X7 online services to the citizens through standardization and automation of workflows across the organization
Transparency into the end-to-end assessment process Uniformity and adherence to DCR guidelines, rules and regulations levied by
the authority Automated DC calculations and enforcement of regulations No human intervention in interpreting the rule Systematic monitoring and tracking of file progress at every stage and auto
escalation to higher officers to act on any delays -Reduced corruption Enhanced communication systems via SMS/Email etc Maintain comprehensive information system Access to Real time information on dashboards to make better and faster
decisions (application visibility, performance monitoring etc.)
Project Highlights
SLA driven project implementation approach Expected SLAs (service level agreement)and penalty calculations for various
activities were included in the contract
Phased implementation To demonstrate quick wins of the solution Steady adoption of technology by all stake holders Enable coverage and outreach for service delivery in a comprehensive manner
Operations & Maintenance Support 2years Operational support post Go-Live and 3years Maintenance Support
Project Management Unit (PMU) To offer Technical Assistance through-out the life cycle of the project and
become central repository to replicate the same Monitor & Report progress of the Project to all stake holders Bring Project Management practices for smooth implementation
Outcomes Increased Citizen Satisfaction: Provide 24X7 online services to the
citizens through standardization and automation of workflows across the organization
Enable transparency into the end-to-end assessment process & also ensure data integrity
Ensures uniformity and adherence to DCR guidelines through automation of technical scrutiny. Everyone follows a preset of rules and regulations levied by the authority
Increased Efficiency and quality of services : Automate the manual, time consuming and error prone processes (Fee calculation, note preparation, citizen correspondence etc.)
Simplification of procedures and processes : standardization of processes across the Organization so that no process steps are missed & reduce repetition of jobs
Outcomes
PDA enabled Site inspection: Generates proposal specific field verification checklist, Upload site photographs and record observations directly stored into the server – Enabling site engineers Adhere to rules and regulations
Increased Accountability and Timely delivery of services : with built-in SLA /time limits of every process for systematic monitoring and auto escalation to senior officer to act on delays
Enhanced Decision making: Real time information on dashboards to make better and faster decisions , anticipate problems and resolve them proactively (application visibility, performance monitoring etc.)
Integrated document management process for easy storage and retrieval of digital documents at any date.
Integrations with Payment Gateways, GIS, Master plan, Website and RTI - Real time access to data
Maintenance of comprehensive Data information system
Benefits to Citizen Hassel Free
No middlemen or Liaison officers
Can submit anywhere the application physically and electronically
Periodic updates on status
Minimum Visits to HMDA
Transparency
Direct communication
Time bound response
Benefits to Organization Eliminate time consuming manual computation
and interpretation errors and ensure data integrity
Easy storage, retrieval and archival of documents (digital & physical)
Integrations with Payment Gateways, GIS, Master plan, Website and RTI - Real time access to data
Generate regular MIS for management control and to enhance efficiency
Better accounting and fund management, avoidance of leakages and timely collections
Project Implementation Life cycle
Functional Study
BPR
SRS
2 Years
3 Years
As per requirement
Best Practices Establishment of PMU for ensuring continuity when there is
change in guard, Continuous documentation, evaluation of implementation process and SLA adherence by the tech-partner
Technology adoption based on BPR recommendations
Phased implementation – Permissions one after the other going live
Adoption of optimized processes from other implementations
Capacity building
Feedback from architects while providing user interfaces and process re-design
Handholding support with technical staff from the tech-partner ( 16 member team) + Help desk support
Replication and Way forwardPhase 1
Adoption of the solution in GHMC and DTCP
Phase 2
Adoption in all the ULBs in the state of Telangana
Phase 3
Service level Integrations between departments for seamless service delivery
Discuss with the tech-partner on commercials for the replication of the solution
Define an open and transparent process for optimal price discovery. (if solution of the tech-partner is adopted at a state level in any other state replicating similar contractual structures could be considered for immediate replication)
Thank you
