farmers call centre

7/31/2019 Farmers Call Centre

1/25

1

ESTABLISHMENT OF CALLCENTER

( PARISHKARAM)

DEPARTMENT OF AGRICULTURE
http://www.mpkrishi.org/http://www.mpkrishi.org/


2/25

2

CALL CENTER

There is a need to strengthen Research Extension farmers

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 ofAndhra 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 .

Honble Chief Minister for Andhra Pradesh has inaugurated

the State level Call Center (PARISHKARAM) on 2nd July 2003.


3/25

3

Imports Information

Receives Grievances

Refers to the concerned Dept.

CALL CENTER(Salient features)


4/25

4

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.)


5/25

5

PARISHKARAM - CALL CENTER

Hardware Requirements ofServer MachineProcessor : 2.0 GHz Intel Pentium-IV

Memory : 512 MB RAM

Hard disk : 40 GB-IDE

Network card : 10/100 Mbps

Software Requirements ofServer MachineRed Hat Linux 9.0 Operating System

Apache Web server

Postgresql RDBMSPHP Scripting Language

Internet Connectivity


6/25

6


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


7/25

7

INFRASTRUCTURE FACILITIESRLevel I

Personal Computers in a LAN connected to Server,

Digital Extensions From EPABX and equipped with

Headsets

RLevel IIPersonal Computers in a LAN connected to Server,

Digital Extensions From EPABX.

RLevel IIIPersonal Computer in a LAN connected to

Server,an outgoing STD line.


8/25

8

PARISHKARAM - CALL CENTER Existing Infrastructure

Level-IHardware- 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-IIHardware Intel Pentium-III Processor, 128 MB RAM

Software Windows Windows 2000 OS, MS-Office

2000.

Internet connection & an outgoing STD line.


9/25

9

TRANSFER CALL FACILITY

Level- 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 beanswered 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 bythe 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


10/25

10

Farmer Dials the Call Center

Level 1 - Operators

Operator

Receives

The call

1 2 3

Query

Answered

Call Ends

If Yes

If No

Level 2


11/25

11

Level 2 - Specialists

Level 1 Forwards the call to Level 2

1 2 3 4 5

University Persons 1 - 4 Department Person

Query

Answered

Call Ends

If Yes

If No

Level 3


12/25

12

Level 3 - Outbound Operators

Level 2 Forwards the call to Level 3

Query

Answered

1 2

Operator 2 browses the internet to

Assist the operator 1

If Yes

Call Ends

If No Forward the query byDialing the concerned

department by

person and store the caller

Identity for future response


13/25

13

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 pmb). 1.30 pm to 8.00 pm


14/25

14

THE NO. OF DEPLOYED OFFICERS,

QUALIFICATION & DESIGNATION

Agricultural University:16 Scientists deployed

Qualification :- M.Sc (Ag) to Ph.D

Designation :- Scientists to Prl.Scientistswith 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.


15/25

15


Details of software content

Callers Details

Crop Details & Nature of Query

Queries & Answers (Parishkaram)


16/25

16

PARISHKARAM - CALL CENTER Output

Generation of various reports to assist DecisionMakers.

District wise crop wise number of calls received

District wise crop wise-category wise number of callsreceived

District wise crop wise-query wise number of callsreceived

District wise crop wise-sub category wise number ofcalls received

Date wise number of calls received


17/25

17

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


18/25

18

Expert wise callsreceived

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

Crop Production 701 679 390

Crop Protection 508 1106 973Breeding 157 93 40

Horticulture 470 411 271

Agriculture & Allied 358 385 211Total 2194 2674 1885

NUMBER OF CALLS RECEIVED


19/25

19

Sno DistrictCrop

Production

Crop

Protection

Horticul

ture

Plant

Breeding

Schemes

& other

administra

tive

matters

Total

1 Adilabad 69 129 32 3 13 246

2 Anantapur 93 63 35 14 60 265

3 Chittoor 34 51 44 17 27 173

4 Cuddupah 53 57 50 15 49 224

5 East Godavari 101 96 45 9 49 300

6 Guntur 150 217 85 41 81 574

7 Hyderabad 3 10 24 3 13 53

8 Karimnagar 66 133 57 9 60 3259 Khammam 89 176 72 7 47 391

10 Krishna 166 81 57 30 96 430

11 Kurnool 69 134 36 9 40 288

12 Mahabubnagar 33 121 35 5 22 216

13 Medak 32 32 27 2 11 104

14 Nalgonda 42 70 81 13 41 247

15 Nellore 38 28 27 17 45 155

16 Nizamabad 37 46 14 4 12 113

17 Prakasam 98 184 70 25 65 44218 Ranga Reddy 166 349 141 16 67 739

19 Srikakulam 47 28 18 2 11 106

20 Visakhapatnam 18 32 20 0 21 91

21 Vizianagaram 92 129 54 12 36 323

22 Warangal 143 256 74 14 29 516

23 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
http://www.mpkrishi.org/http://www.mpkrishi.org/http://www.mpkrishi.org/http://www.mpkrishi.org/


20/25

20

TEETHING TROUBLES AT CALL

CENTER AND AT BSNL

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

Average only 80 - 100 calls mature per day.

Dropping calls.

Disconnected calls.

BSNL Proposed for alternate no.1999instead of 1111


21/25

21

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 5seats = 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.


22/25

22

BSNL REGISTRATION FEE

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

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


23/25

23

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


24/25

24

OTHER CALL CENTERS

AP.Transco

Regional Transport Office

Municipal Corporation of Hyderabad Metro Water Works

A.P.Road Transport Corporation

Thirumala Thirupathi Devastanam


25/25

25

farmers call centre

Documents