The responsibilities of the SCA would include the following:
Selecting Rural Entrepreneurs : The SCA will select VLEs in the area allotted to him as per the
approved numbers for each block. The SCA will get into suitable
agreements with the VLEs clearly delineating their respective roles,
responsibilities and service-level liabilities. Once the SCA has
entered into an agreement with the VLEs, the SCA would be responsible
for maintaining documents and database of information related to the
VLEs.
Training VLEs:
It will be the responsibility of the SCA to train the VLE on various
aspects of the CSC business, particularly the delivery of G2C services.
Creating awareness:
The SCA will sensitize the villagers about the benefits from the CSC
and will promote the use of CSCs in the rural areas through the
state-level and local promotion campaigns.
Coordinating with the SPV :
The SCA would work closely with the SPV in the areas of content
aggregation, PR, government services, monitoring processes, etc.
Government Services:
The SCA would manage relationships with the MPSEDC for provision of G2C
Services through the CSCs. The SCA will also be required to interface
with other State Government Agencies and collaboratively work on
improvement of services offered and introduction of new services from
time to time.
Back-end support:
The SCA will ensure adequate back-end support to the VLE. The SCA
should also set up a Call Center/ Help Desk for quick redressal of
queries by the VLEs. A dedicated team should be posted at each
district, which will coordinate the activities with the VLEs. The Call
Center/ Help Desk would provide support to the VLE, receive feedback
and respond to complaints logged in by telephone / email /chat.
Software to monitor complaints / resolution time / frequency of
complaints etc. may be deployed in the Call Centre. The Call center/
Help desk should be manned by trained technical/ support personnel
during the working hours of the CSC.
Sales Management and follow-up :
The SCA should ensure that each and every VLE is involved in effective
delivery of content and services. The SCA sales team at the district
should also provide appropriate support to drive the CSC profitability.
Content and Service Management :
The SCA should develop a local content and services ecosystem by
identifying the required applications and services, harnessing the
network, supplying, aggregating and updating the content (this would
include entering into appropriate commercial agreements with local
third party content/ service providers). The SCA will also have to
identify, collaborate and contract with B2C/B2B service providers to
create and manage specific services. At the back-end SCA will integrate
the G2C and B2C content services and also integrate with the
appropriate payment gateways.
Monitoring :
The SCA shall monitor the VLE at all times and provide adequate support
for their smooth functioning. Each SCA will be evaluated based on the
performance of the VLEs under it. It is the responsibility of the SCA
to ensure cross-pollination of best practices across the various VLEs
under its areas of operation to ensure the success of the CSC Scheme.
The SCA should make provision to enable DIT/ SPV / SDA / NLSA to
monitor all aspects of operations and management of CSCs by devising
appropriate Management Information System(s) (MIS).
Manage Service Delivery:
The SCAs will integrate suppliers, partners, the State Government, CSCs
and customers into a Web-enabled value chain. The key challenges for
the SCA would be to manage secured, safe and trusted service delivery
channel on one hand and integrate pieces of the service delivery chain
on the other. SCA would host applications in a centralized data centre
and deliver applications via the Internet. The SCA will maintain the
security and integrity of the data, business processes and transactions
at all times and protect all the assets of the project, intellectual
and physical. The SCA will assume complete responsibility for the
managerial, technical, financial, HR, logistics and other resources and
ensure its viability, visibility and high quality of performance of the
CSCs.
Connectivity : The SCA will interact with the State/ MPSEDC as well as private
telecom service providers to enable appropriate last-mile connectivity
to the CSCs.
Network : The Support strategy for network should include deployment of
personnel who can solve issues related to network and Internet
connectivity. To ensure that both citizens are served and MPSEDC
conditions are met, it is recommended that the SCA should deploy a team
that can trouble shoot connectivity related issues at the kiosk level
and liaise with ISP and telecom providers to improve uptime and network
performance.
Maintenance of IT infrastructure : The SCA should pay special attention to the management of IT hardware
at the CSC, which includes the PCs, Network, UPS, applications,
security systems etc. The key responsibilities here include:
-
Proactive monitoring of the network and its performance Logging
in CSC calls for maintenance and proactive monitoring so as to ensure
that the calls are attended within a reasonable timePreventive
maintenance for carrying out the necessary repairs and replacement of
parts wherever needed to keep the performance levels of the hardware
and equipment in tune with the requirements of the Service Level
Agreements. Preventive maintenance should be planned and not be attended during working hours
-
Positioning rapid action teams at key places in the state to trouble shoot the technical snags.
Infrastructure Requirement
IT Infrastructure
|
- Web Server
- Application Server
- Database/Storage/Back Up Server
- Mail Server
- Network Multi Function Device (MFD) (Print/Scan/Photocopy)
- Personal computers (desktops)
- Microphone/Headset
- Firewall
- Network components (routers, modems)
NOTE:
SCA operating in one division and having less than 200 CSCs under its
fold should be able to house the Mail, Remote Management, Database and
Application functionality under single High-end server systems since
the size of the database that will store the transaction details by CSC
would be moderate and the size of the mailboxes too would be well
managed within a high-end server system. |
Software |
- Operating System-Desktop
- Operating System-Server
- Database
- Back-up Software
- Web Server Application
- Mailing System
- Office Application Tools
- Network Monitoring Tools
- Antivirus with Auto-Update Feature
- SCA Portal/Application
- Anti-Spam Solution
|
Other Hardware |
- Uninterruptible Power Supply (UPS)
- Inverters
- Genset
|
Documentation |
- User Manuals
- Trouble Shooting Guides
- Training Manuals
|
List
of indicative IT Infrastructure required at SCA location is given in
the table above. Each SCA would need to build and provide a detailed
architecture and provide an appropriate solution to cater to the CSC
needs.
The
SCA will extend technical support to a VLE and undertake critical
services such as remote diagnostics of the CSC IT infrastructure and
provide training and guidance to manage the CSC. From a technology
perspective the SCA/CSC relationship is discussed hereafter:
SCA shall be the first point resolution for all technical issues at the CSC. Hence the SCA should ensure:
-
Helpdesk assistanceSLAs for resolving of issuesProvide CSCs with IS Security guidelinesProvide periodic training to VLE operatorsConduct periodic review of CSC environmentCollate data to help VLEs in performance appraisalProvide means to upgrade software versions
-
Patch updates for operating system
The
SCA should establish and operate a Data Centre of appropriate size and
run applications, which will be VLE centric and accessed by all VLEs
under the SCA. Specific services which SCA should provide includes:
-
VLE master detailsCSC infrastructure detailsRecording of customer registration at CSCRecord of customer access Customer Billing and CollectionsData on Technical break down and resolutionCSC’s staff data including attritionStaff training and certification
-
Periodic upload of data across all CSCs on SCA’s servers
The
core business services of SCA may be made available to CSCs through a
centralized SCA portal /application. This portal could offer
information, applications and services in one place. Thus, it will
inherently organize tools to help the SCA/VLEs to organize their
electronic workspace, their daily tasks, and their jobs as a
whole.
A
detailed Agreement has been entered into between SCA and MPSEDC for
each division. The Agreement specifies the Service Level
Requirements and other terms and conditions which can be viewed above.
