Implementation of Municipal Administrative Information Network (MAINet™) an ERP solution for Municipal Corporation :: ABM Knowledgeware Limited






    Project Category : Best Government to Citizen Initiative of the Year

    Details of Applicant :

    Name: Anil Lad
    Address: Kalyan Dombivali Municipal Corporation, Shankarrao Chowk
    City: Kalyan, Dist. Thane
    State: Maharashtra
    Country: India
    ZIP Code : 421301

    Details of Project/Implementing Agency:

    Name of Organisation: ABM Knowledgeware Limited
    Address: 5, Unique Industrial Estate, Off. Veer Savarkar Marg,
    City: Prabhadevi
    State: Maharashtra
    Country: India

    Name of the Head of Organisation: Mr. Prakash Rane

    Web :

    Brief description of the programme/project/initiative :

    ABM Knowledgeware Limited has designed, developed and implemented Municipal Administrative Information Network (MAINet™) the comprehensive e-Governance solution by re-engineering more than 400 business processes in KDMC by incorporating Best Practices in municipal functioning. Project objectives were: a. Across-the-counter, Time bound and transparent delivery of Citizen Services b. Improvement in Revenue collection c. Efficient working of all back office operations across departments d. Comprehensive MIS availability to all stake-holders including Officers, Administration and Corporators on real-time basis e. Efficient complaint handling f. GIS based services – Property tax assessment and water tax module g. Accountability of the staff for their work h. Removing a middleman in the service delivery

    Why was the project started?

    Prior to the implementation of e-Governance at KDMC, its functioning was that of a typical government office in India. Red tapism, forcing citizens to run from pillar to post for services was common. For the working class people, availing any service from KDMC meant inconvenience, loss of their working days and indifference on the part of the KDMC staff. To change its poor image and bring about transparency, accountability and effectiveness in its functioning, was the real challenge faced by us. Over 700 people (apart from personnel from vendors) were involved in various phases of the project. With an aim of creating a solid, system driven corporation with highest levels of Transparency, Accountability and Citizen Servicing Standards, Kalyan Dombivli Municipal Corporation (KDMC), initiated its journey in e-Governance in 1999. KDMC took a decision for total computerization of the Corporation with a holistic approach rather than the piece meal approach taken by many organizations.

    Objective : 

    Providing better services to citizen in a time bound manner by using SINGLE STOP COUNTER which will also improve efficiency of KDMC employees.

    Target Group: 

    Citizens of Kalyan Dombivali, KDMC Employee, Administrator, Vendors

    Please Specify reach within India : This project has already served as a model for replication in 231 municipal bodies across Maharashtra

    Please Specify reach outside India :  Not yet

    Date from which the project became operational : 12/18/2001

    Is the Project still operational : YES

    10 points that make the programme/project initiative : 

    1. Hassle-free Single Touch Point Interactions for Citizens. No more visits to different departments or different tables to avail any service or register any civic complaint
    2. Government Business Processes Re-engineering
    3. Knowledge Building for KDMC Staff at every stage of Implementation. Hence, manpower ratio to complete a specific task significantly decreased which lead to more employee productivity.
    4. 24 / 7 Service & Support
    5. Restructured and relocated various departments
    6. Macro to Micro view of operations to Administrator/Key Decision Making People in KDMC
    7. Time bound service delivery. Every citizen gets a token when he / she applies for any service with assurance of the service delivery within a specific timeframe
    8. Unique allotment of Citizen ID. This facility saves citizen’s time in filling personal information on our service and complaint forms
    9. Redressal of civic complaints to the satisfaction of citizens
    10.  Saves Time and Money of the citizens

    List 5 achievements of the programme/project:

    1. KDMC e-Governance projects included as a success story in efficient Citizen Services Delivery using e-Governance in a book co-edited by Dr. M. Ramachandran, IAS, Secretary, Urban Development, and Govt. of India2. Union Urban Development Ministry has short-listed MAINet™ (Citizen-centric e-Governance solution in Municipalities) for empanelment for recommendation to all JNNURM cities in India
    2. “Golden Icon” Award for Best Citizen Services project in India conferred by Department of Administrative Reforms, Govt. of India to Kalyan Dombivli Municipal Corporation (KDMC) where ABM’s software solution- MAINet™ has been implemented
    3. KDMC’s e-Governance Project bagged “Intelligent Enterprise Award” for MAINet™ by India Express Group at Colombo
    4. “Merit Citation” from Department of Administrative Reforms & Public Grievances, Govt. of India during the National e-Governance Conference held in Chennai for ABM’s e-Governance Software & Solutions ABM MAINet ™.

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

    1. Legacy System, data Migration and Quality of database available
    2. Predetermined methodology for customization, implementation and maintenance
    3. Acceptance from Manual Process to Automation was a challenge but Staff has co-operated well
    4. Gap analysis in the existing system and overcoming those lacunas with the help of Automation was a key success factor
    5. Managing balancing act between reducing operational cost and generating more revenue using new Technology was certainly a crucial task

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

    1. More transparency, time bound Citizen Services (e.g. Before computerization, it used to take 3-4 days for registration of birth whereas after computerization, the same could be done in just 30 mins resulting in 92% decrease in time taken for a service.
    2. Frozen Administrative / Establishment Cost (e.g. Manpower deployed after computerization was decreased by 61%)
    3. Discontinuation of manual process and reduction in transaction cost (e.g. Before computersization, the method of tax collection was door-to-door which was then paid by citizen at CFC or through payment gateways thereby reducing manual processes at KDMC)
    4. Transparency & Objectivity in internal functioning (e.g. Complaints and Redressal Management help citizens to check the application/complaint status thereby increasing the transparency in internal functioning)
    5. Increase in revenue & better liquidity (more than 250% increase in revenue)

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

    1. Kalyan Dombivli Municipal Corporation has an area of 51.98 Sq.K.m. with the population of 1193266.
    2. The IT set up at Kalyan Dombivli Municipal Corporation as of now is 2 Servers ( 1 database & 1 application server) with 240 clients. The initial phase of implementation started with 11 modules and now there are 24 modules functional.
    3. The Project is so scalable that replication of this project has been implemented in Satara ULB which has approximately 15 Sq.Km. area, with nearly 1,08,641 population. This is lesser then the KDMC set up, thus it has got the capability to scale down at 1 Server used for application and database with the approximately 100 clients.
    4. The Project is so scalable that replication of this project has been implemented in Solapur which has approximately 180 Sq.Km. area, with nearly 873009 population. This is much more then the KDMC set up, thus it has got the capability to scale up to this level.
    5. As given above examples the Project is scalable enough to adapt the need of the Urban local body. Initially, initiative has taken for few citizen services by providing different services in same modules. Later on more sub-services has been added once the processes got matured.

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