Automation of Lab Administration Processess in CSIR :: Newgen Software Technologies Ltd

  • Project Category : Best e-Governance Initiative using New Age Technologies

    Details of Applicant :

    Name: Rohit Thakur
    Address: Corporate Office, Newgen Software Technologies Limited , A-6, Satsang Vihar Marg, Qutab Institutional Area
    City: New Delhi
    State: Delhi
    Country: India
    ZIP Code : 110 067

    Details of Project/Implementing Agency:

    Name of Organisation: Council of Scientific and Industrial Research
    Address: Anusandhan Bhawan, 2 Rafi Marg
    City: New Delhi
    State: Delhi
    Country: India

    Name of the Head of Organisation: K. Jayakumar

    Web :

    Brief description of the programme/project/initiative :

    Newgen was awarded this project under the privileged initiative taken up by CSIR that aimed at ‘transforming’ CSIR as an organization embracing a ‘performance culture’. The aim of the project was to automate the “Policy Programme Portal” under which most of the document based work was converted into electronic workflows. After implementation, the project became a landmark decision for CSIR in the creation of a value and knowledge based organization by inculcating a culture of learning, innovation and team work. The complete solution which was based on the Business Process Management (BPM) platform enabled users to process transactions electronically to reduce the process turnaround time and bring in a more transparent system. The system could be easily monitored, tracked and reported at all levels of the organization, thus creating an efficient and performing culture. The solution provided to CSIR enabled the system to re-engineer the information-based processes in order to reduce paper consumption and cut off the number of processing stages wherever necessary..

    Why was the project started?

    CSIR wanted to take an initiative towards organizational level transformation in which most of the document based work would be converted into electronic workflows and foster a paperless office. CSIR has identified six best of the breed packages to facilitate the Enterprise Transformation and ICT intervention Project. • Policy and Programme Module – CSIR identified Newgen as a Partner to automate Its “Policy and Programme Module” with the help of Newgen’s Document management and Workflow solution. • E-governance initiative by the Government – CSIR wanted to implement a comprehensive programme to accelerate e-governance at all levels of the government to improve efficiency, transparency and accountability of the processes. • Knowledge Management Portal – Knowledge Repository module for storing the valuable knowledge resources such as project reports, studies etc., accessible to both the internal and external users such as senior government officials, consultants and experts. • Paperless office, Go-green – With the deployment of Newgen solution there was an effective transformation to a less paper office environment. All the physical files were scanned and indexed into the system and then circulated to the key stakeholders for processing, approvals, concurrence, information, etc. This transformation resulted in the Go-green initiative. • Lab Administration Process automation: The processes related to the administration of the labs have been automated using the BPM platform. The processes have been re-engineered to fasten the processing of any transaction initiated by the applicant and to give a transparent view to all the stakeholders in graphical dashboard formats that can be drilled from the summary level to detailed level of the information.


    The main objective of the program was to automate the “Policy Programme Portal” for majority of transactions at an employee’s workstation. Automation of policy module had the key features to overcome the mentioned challenges i.e. online repository of policies, posting online request for policy clarification, policy search interfaces, FAQ listings and online repository of clarifications. CSIR was also looking for a solution to automate Lab Administration. This automation helped the enterprise to reduce the transition time in moving the request letter and corresponding files from table to table, minimizing the post duplicate requests, real-time tracking of the request status and, quick and easy search on historical case(s) resulting in reduction in processing time. The client wanted a process to automate all manual requests from all CSIR labs by enabling the users to post online request to the labs. The Project was envisaged with objectives to enhance productivity & responsiveness of employees and bring transparency & predictability in the organizational processes. The system after implementation enhanced the audit-ability of the processes. With the deployment of the solution there was an effective transformation to a less paper office environment. There was complete digitization of physical documents. The client was in need of a collaborative work environment – a knowledge repository module for storing and accessing its knowledge resources and retrieval of the knowledge resources as per the need and rights. The solution enabled a competency based work environment where task distribution happened automatically on the basis of people skill, experience and competency.

    Target Group: All the Employees of CSIR and is laboratories across India. Citizen’s interfacing with CSIR.

    Please Specify reach within India : All across India

    Date from which the project became operational : 10/31/2011

    Is the Project still operational : YES

    10 points that make the programme/project initiative :

    1. Decision making on electronic documents – The system facilitates such interactions for all the transactions being processed electronically, which in turn helps in capturing the latent information which might get missed in the normal course of processing. This feature acts as an enabler in efficient decision making.
    2. Green Notes – An electronic note sheet, linked to related files and electronic documents, provides relevant information in a given context to other users and ensures process transparency
    3. Secured online repository of policies for anytime anywhere access – A secured repository of policies , rules and guidelines arranged in a chronological, thematic fashion for online access
    4. Process transformation and 360 degree monitoring for Lab Administration – The processes related to the administration of the labs have been automated using the BPM platform. The processes have been re-engineered to speed-up the processing of any transaction initiated by the applicant and to give a transparent view to all the stakeholders in graphical dashboard formats that can be drilled from the summary level to detailed level of the information.
    5. Automation of DAK file movement – CSIR automated DAK File movement to ensure reduction of delays in decision making and service delivery. With the automation of E-DAK module the tracking and monitoring of the document became easier. With the help of the implementation of Electronic processes and interoperability there was a reduction of delays in decision making and service delivery. There was also an interdivisional interface for the users to share files and papers etc.
    6. Automation of Complaints and Grievance management – All the complaints were received by the grievance section of CSIR, from the time of receiving the complaint to dispatching of the final response. A complete transparency of events and decisions were logged into the system and a dashboard view was provided to all the stakeholders for MIS and Decision support system.
    7. Automation of the Award management process – Automation of the process of selecting and granting awards for “Shanti Swaroop Bhatnagar Award (SSB)” and “Young Scientist Award (YSA)” to the nominated scientists in their field of expertise.
    8. Automation of RTI requests processing – The system facilitated automatic alerts and talk-back feature to the user to generate alarms for critical periods and events being clocked with respect to the RTI process.
    9. Automation of Committee/ Meeting Management process– This module focused on automation of the approval process for constitution of Committees. This automation would help tracking the expiry, renewal of the committee. The system would also capture the composition, terms of reference, tenure, and modalities. Meetings of Constituted committee, decisions taken, Drafting of the minutes, allocation of responsibility for actionable, and status updates of the actionable would be done online.
    10. Automation Litigation of and Legal advice process –This solution helped the client in faster retrieval, registration and tracking of Court Cases, tracking of legal advices and real time report on lab wise pending case details.

    List 5 achievements of the programme/project:

    1. Centralization and standardization of all business processes across all labs
    2. Transaction time lines, system defined escalation matrix, alert notifications and automated reminders for facilitating timely execution and responses
    3. Transparency in operations
    4. System generated MIS reports and dashboards
    5. Reduction in process turn-around-time by 50%-60% as the solution gave benefit of quick and easy search functionality to browse historical cases.

    List 5 key challenges faced while implementing the programme/project/initiative and how they were overcome?

    1. Centralized access to documents- Knowledge Repository module was build to store and access its knowledge resources and retrieval of the knowledge resources as per the need and rights for all the employees of CSIR. This module was a common platform for knowledge sharing.
    2. Collaborative working platform for the employees of CSIR – A single sign on module was build for the employees to access all the modules through a single gateway and also to enable interoperability between the modules for exchange of data seamlessly
    3. Ensure Tracking and Monitoring – As a part of the re-engineered process, Newgen proposed to send the information directly to the concerned person who would provide the information and in turn would send it back to the person who would process and approve it directly, keeping the other members in the hierarchy informed through auto-generated emails.
    4. Lack of Process Visibility – Earlier there was not much transparency in the departmental and administrative process in CSIR. The client was also facing a challenge because there were no dashboards and comprehensive reports
    5. High Turn Around Time – There was high manual intervention due to which turn-around-time was really high. There was a lack of communication internally which resulted in a high Turn-Around-Time

    List 5 points on how the programme can serve as a model that can be replicated or adapted by others?

    1. The project is designed to automate all administrative processes and citizen centric services of the organization. The methodology and design is generic and applicable to all Indian government departments. This can be adopted by all Indian Government and affiliated agencies
    2. The application fully complies with the Standard Operating Procedures of Government Departments for File Handling. Some of the innovative ideas such as automating Green Notes can become a role model for all government department process automations.
    3. Use of technologies such as Digital Signature & Digital pen to enhance usability and authenticity are exemplary and must be adopted by all government departments.
    4. Automation of processes such as RTI (Right to Information) is a common need for all government departments. This is end to end RTI solution can be a best fit for any other organization looking for such solution.
    5. Transformational theme and implementation methodology to bring about change that is sustained.

    List 5 points to elaborate on the scalability of the programme/project/initiative :

    1. Application Scalability – Application was designed using multitier architecture and was designed to scale and meet future requirements.
    2. Use of Industry Standard Packages – Application was designed to use an industry standard package for Workflow and Document Management as a platform. This ensured the scalability of the overall application.
    3. Program Management – Program Management aspects were designed to take different feedback and change management into account. The application was supposed to be used in Head Quarters first and then rolled out to all Labs, but designed considering all aspects.
    4. Change Management & Training – Program was managed with a complete calendar of workshops to be conducted for all different locations. This really ensured user engagement and induction into the system.
    5. Final Validation – This was an important step taken by CSIR. CSIR included the certification of the application from their 3 labs belonging to 3 different regions. This ensured the applicability of the application when scaled up organization wide.

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