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ESTABLISHMENT OF CALL CENTER

( PARISHKARAM)

DEPARTMENT OF AGRICULTURE

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CALL CENTER

There is a need to strengthen Research Extension farmer’s linkages on issues related to Agriculture and allied sectors.

Information Technology and Communication play a vital role in Agriculture Extension Management to disseminate the technical know how to the farmers.

In order to cater to the needs of farmers the Government of Andhra Pradesh has launched a Call Center (PARISHKARAM) at State level exclusively for Agriculture on 2st July 2003 for answering the problems posed by the farmers on toll free telephone No. 1111 from 7.00 am to 8.00 pm .

Hon’ble Chief Minister for Andhra Pradesh has inaugurated the State level Call Center (PARISHKARAM) on 2nd July 2003.

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Imports Information

Receives Grievances

Refers to the concerned Dept. 

CALL CENTER(Salient features)

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TERMS & REFERENCES

The call center is outsourced to a private organisation by I&TC dept. to call center solutions through Andhra

Pradesh Sahakara Vignana Samiti Ltd.(Co- Operative nongovernmental organization.)

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PARISHKARAM - CALL CENTER

Hardware Requirements of Server Machine Processor : 2.0 GHz Intel Pentium-IVMemory : 512 MB RAMHard disk : 40 GB-IDENetwork card : 10/100 Mbps

Software Requirements of Server Machine Red Hat Linux 9.0 Operating SystemApache Web serverPostgresql RDBMSPHP Scripting Language

Internet Connectivity

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PARISHKARAM - CALL CENTER

Hardware requirements at Level-I,II & III– Processor : Intel Pentium III or Pentium IV– Memory : 128 MB RAM– TVS Gold Keyboard– Scroll Mouse

Software requirements at Level-I,II & III– Windows 2000, Windows XP Operating System– MS-Office 98/2000

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INFRASTRUCTURE FACILITIES

Level –I Personal Computers in a LAN connected to Server,

Digital Extensions From EPABX and equipped with Headsets

Level –IIPersonal Computers in a LAN connected to Server, Digital Extensions From EPABX.

Level –IIIPersonal Computer in a LAN connected to

Server, an outgoing STD line.

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PARISHKARAM - CALL CENTER• Existing Infrastructure

–Level-I•Hardware- Intel Pentium-II Processor, 64 MB RAM•Software- Windows 98 OS

–Level-II•Hardware –Intel Pentium-II Processor, 64 MB RAM•Software – Windows 98/Windows 2000 OS, MS-Office 2000

–Level-II•Hardware –Intel Pentium-III Processor, 128 MB RAM•Software – Windows Windows 2000 OS, MS-Office 2000.

Internet connection & an outgoing STD line.

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TRANSFER CALL FACILITYLevel- I: Calls will be received from the farmer & enter the data in

to the computer like Name of the farmer, Village, mandal, District, Tel.No.and the query. The query will be answered with the

available information on the desk top.The calls which are not answered will be transferred to level –II

Level – II : The call received from level – I will be answered by Scientists and Department officials.The calls which are not answered will be transferred to level – III

Level – III:The call received from level – II will be answered by the specialist, if not referred to concerned Departments or the Joint Director of Agriculture who intern gives the solution through AO/MPEO within 24-48 hours to the farmer and same

will be intimated to the call center

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Farmer Dials the Call Center

Level 1 - Operators

Operator Receives The call

1 2 3

QueryAnswered

Call Ends

If Yes

If No

Level 2

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Level 2 - Specialists

Level 1 Forwards the call to Level 2

1 2 3 4 5

University Persons 1 - 4 Department Person

QueryAnswered

Call Ends

If Yes

If No

Level 3

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Level 3 - Outbound Operators

Level 2 Forwards the call to Level 3

QueryAnswered

1 2

Operator 2 browses the internet to Assist the operator 1

If Yes

Call Ends

If NoForward the query by Dialing the concerned

department by person and store the callerIdentity for future response

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TIMINGS & SHIFTING ARRANGEMENT

• Timings : Call center is working daily from 7.00am to 8.00 pm

• Shifts : There are two shifts

a). 7.00 am to 1.30 pm

b). 1.30 pm to 8.00 pm

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THE NO. OF DEPLOYED OFFICERS, QUALIFICATION & DESIGNATION

Agricultural University:16 Scientists deployed

Qualification :- M.Sc (Ag) to Ph.DDesignation :- Scientists to Prl.Scientists

with rich research and field knowledge.

Department Officers:- (Retd. Officers on contract )

10 Departmental Officers Qualification :- B.Sc (Ag) to M.Sc (Ag)Designation :- Asst.Director of Agriculture

to Joint Director of Agriculture with sound extension and schemes knowledge.

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PARISHKARAM - CALL CENTER

Details of software content

– Callers Details– Crop Details & Nature of Query– Queries & Answers (Parishkaram)

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PARISHKARAM - CALL CENTER• Output

– Generation of various reports to assist Decision Makers.

District wise crop wise number of calls received

District wise crop wise-category wise number of calls received

District wise crop wise-query wise number of calls received

District wise crop wise-sub category wise number of calls received

Date wise number of calls received

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Contd.

Calls received by Crop Production Scientist

Calls received by Crop Protection Scientist

Calls received by Horticulture Scientist

Calls received by Plant Breeding Scientist

Calls received by Agriculture Department

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Expert wise calls received

July-03 Aug-03 Sept-03 (upto27.9.03)

Crop Production 701 679 390

Crop Protection 508 1106 973

Breeding 157 93 40

Horticulture 470 411 271

Agriculture & Allied 358 385 211

Total 2194 2674 1885

NUMBER OF CALLS RECEIVED

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Sno DistrictCrop

ProductionCrop

ProtectionHorticul

turePlant

Breeding

Schemes & other

administrative

matters

Total

1 Adilabad 69 129 32 3 13 2462 Anantapur 93 63 35 14 60 2653 Chittoor 34 51 44 17 27 1734 Cuddupah 53 57 50 15 49 2245 East Godavari 101 96 45 9 49 3006 Guntur 150 217 85 41 81 5747 Hyderabad 3 10 24 3 13 538 Karimnagar 66 133 57 9 60 3259 Khammam 89 176 72 7 47 39110 Krishna 166 81 57 30 96 43011 Kurnool 69 134 36 9 40 28812 Mahabubnagar 33 121 35 5 22 21613 Medak 32 32 27 2 11 10414 Nalgonda 42 70 81 13 41 24715 Nellore 38 28 27 17 45 15516 Nizamabad 37 46 14 4 12 11317 Prakasam 98 184 70 25 65 44218 Ranga Reddy 166 349 141 16 67 73919 Srikakulam 47 28 18 2 11 10620 Visakhapatnam 18 32 20 0 21 9121 Vizianagaram 92 129 54 12 36 32322 Warangal 143 256 74 14 29 51623 west Godavari 131 165 54 23 59 432

Total 1770 2587 1152 290 954 6753

Report Showing the Number of calls attended by SCIENTISTS of Various Agricultural Departments during from 1.7.2003 to 27.9.2003

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TEETHING TROUBLES AT CALL CENTER AND AT BSNL

On July 2nd 3000 calls per day hit the calls center.

Average only 80 - 100 calls mature per day.

Dropping calls.

Disconnected calls.

BSNL Proposed for alternate no.1999 instead of 1111

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MONTHLY EXPENDITURE OF CALL CENTER

At 1st Level @ Rs.17000/- per seat /month for 3 seats = Rs.51000/-

At 2nd Level @ Rs.11000/- per seat / month for 5 seats = Rs.55000/-

At 3rd Level @ Rs.11000/-per seat for 2 seats = Rs.22000/-

Outbound line Rs.4500/-month approximately

Cost of Inbound calls bill is awaited Approx. Rs.200000/- for 145000 calls in 2 months.

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BSNL REGISTRATION FEE

for No. 1111 is Rs.15,000/-

Hunting line @ Rs.2000/-per line for 8 lines Rs.16,000/-.

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SALARY OR HONORORIUM

For ANGRAU Scientists : HONORORIUM for 16 scientists @ Rs.2000/- per month /person

For Retired Dept. officers : Remuneration for 10 Officers @ Rs.10000 to 15,000 /- per month/ person

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OTHER CALL CENTERS

• AP.Transco • Regional Transport Office• Municipal Corporation of Hyderabad• Metro Water Works• A.P.Road Transport Corporation• Thirumala Thirupathi Devastanam

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