Chapter 1 Introduction

Customer Centric Transformation is a SAP based ERP implementation to carry out e governance at The Municipal Corporation of Greater Mumbai (MCGM).Mumbai is the largest city in western India. The MCGM caters to the needs of its citizens with the help of a complex multi departmental setup and network of 24 decentralized ward administrations. MCGM covers an area of over 437.71 Square Kilometers, catering to the civic needs of over 1.25 Crores citizens. The Corporation operates an annual budgetary outlay in excess of Rs.10, 000 Crores. Most of the functions carried out by this Corporation are service oriented. The services offered include Sanitation, Health (Public Healthcare and Secondary Healthcare services through its Hospitals, Maternity and Child Health units, Polyclinics, Dispensaries and Field services), Community Services, Nursery & Primary Education and Town Planning, etc. There are about 24 wards across Mumbai through which over 260 services are rendered to the citizens. There are 34 departments in all functioning in tandem to ensure the services to the citizens. The Better IT systems are required to integrate all the workflows seamlessly for a faster and efficient service to the citizens, employees, administrators and cooperators. The objective of the current project is to provide efficient service to citizens, administrators and corporators by implementing IT systems to enable MCGMs processes and workflows. It helps users to request for services in an easier and faster manner, thus resulting in significant saving in cost and time. The MCGM would consequently be in a better position to cater to its customers, expand business activities and introduce Customer Relationship Management (CRM) concepts resulting in tangible and visible increase in the quality of services for the average citizen. 1.1 Need for Project The deficiencies of the present system namely lack of integrated systems, inefficient work procedures, lack of up-to-date and accurate databases, lack of data sharing, etc. leads to look for the solution that will fulfill the MCGMs Vision of establishing a Simple, Moral, Accountable, Responsive and Transparent (SMART) government. The outcome is an ambitious E Governance initiative.

Figure 1.1. The diagram depicts MCGM ecosystem in a nutshell E Governance Evolution The bottlenecks in terms of regulations and delays associated with dealing with public agencies gives rise to e governance. The expectations from the industry and the citizen revolve around service delivery within pre refined time frames, doing away with excessive documentation, simplifying procedures, creating a single window or single point of contact for interfacing with multiple government agencies, and reducing interfaces with regulatory agencies with concomitant reduction in the scope for corruption. These deficiencies will be eliminated with the help of digitization. The need of e - governance arises to fulfill following requirements: Better delivery of services and information to businesses and citizens. The complaint could be made easily with the use of portal. Creation of new employment opportunities in public and private sectors. It gives the new opportunities to the people. Reduction of poverty and illiteracy. It will increase the revenue and literate the people how to use new technologies to increase their knowledge and increasing their interest. Transparency in government operations. With the ERP, the citizens are able to know the status of their queries, applications etc. Public sector reform and anti-corruption initiatives. The corruption will reduce as need for direct contact with the citizens is minimized and unauthorized access is denied. 2

 Empowerment through access to information. This empowers citizens to get needed information on line. Improvement of efficiency in government processing. The processing time will get reduced. Such as, in present status it requires 7-8 days for the birth certificate but with ERP it can be done online within 1-2 days citizens can get the required certificate. Benefits for Organization Benefits for Citizens The project facilitates citizen interaction with government by enhancing access to public information through the use of portals and/or kiosks, by reducing the time and cost to conduct a transaction and by attenuating the agency-centric nature of several government functions. The benefits for the citizens because of the use of the e governance are as follows: More responsive services to citizens Services delivery at doorstep to citizens Services available @ 24 * 7 * 365 days Flexible access through multiple channels Anytime Anywhere access to services Easier complaint reporting and tracking.

Figure 1.2. Modes of Payments Benefits for Corporators The benefits to the corporators are: Instant access toMultiple modes of payments budgets Transparent access to contracts and tendering process. Portal will have all the information regarding the tenders and vendors can directly bid on the portal Faster access to expenditure report Enhanced, customizable report Video conferencing facility Complaint management tracking. People put their complaints on the portal and the corporators can access the complaints and respond to the complaints.

Benefits for Administrators The benefits for the administrators are: Effective control of finance. The proper budget and finance check will be available Coordinating planning for departmental work. It benefits the administrators to coordinate with employees and work together Decision support system. The system will provide the reports time to time to help the management to take decisions Workflow automation. The system will take into consideration several rules automatically, indicate/ prevent erroneous information provided instantly; promote time based processing and automatic escalation besides direct information to all concerned Electronic communication. Now communication will be done through e mails/ proposed system. 1.2 Existing System Existing System at MCGM follows some practices. It includes services to citizens, internal projects management, financial accounting, etc. Currently these practices are carried out a follows: Financial accounting is handled through multiple stand alone systems where data is generated and stored. In some places this is done manually and records are sent to other offices for consolidation. This gives rise to duplication of data entry and reconciliation issues. Since the data is not available online and in an integrated manner, it requires a huge effort to audit and control Procurement is carried out without the help of any software. The availability of materials across the stores cannot be known immediately since online data is not maintained in a centralized manner. Manual budget checks need to be carried out before approving a purchase requisition / purchase order which is often time consuming MCGM does not have a system for capturing and processing the employee related data. A part of this data is maintained in the payroll system MCGM manages a fleet of over 1000 vehicles. These vehicles are maintained by workshops. Currently the maintenance is mainly on a need basis and it is difficult to track the fuel and spare parts usage. In order to maintain the fleet of vehicles and track the maintenance of these vehicles effectively, MCGM is looking for fleet management functionality There are about 24 wards rendering around 240 services to the entire stable population. Some of these services have no work flow while others require a single level or multiple levels of work flow control. Currently these services are being offered by manually filling up request forms. MCGM has a website which provides static information to its citizens along with a few guidelines

 All citizen services are localized at ward level. And do not provide "Any Where" and "Any Time" service facility The IT system covers Citizen facing services to a certain extent IT Systems coverage is more at the wards not at the Departments The current systems are standalone with decentralized architecture Absence of automated consolidation of data. 1.3 Proposed System

To ensure that the computerized solution is superior to the present system, it is proposed to acquire and implement a fully integrated business solution system, which would cover all departments and functions of MCGM. However, it has been decided to implement the following functionalities currently. Finance and Accounts Human Resources/Employee Self Services Materials Management (which includes procurement, inventory and stores) Fleet and workshop Management Citizens Portal with Ward Management Project Systems Real Estate

Chapter 2 Genesis of Solution

On the basis of the study of as is process of the MCGM, TCS has given the technical support services for implementation of the IT strategy and Roadmap for MCGM. TCS Initiative As a part of on-going assignment, the TCS consultants had prepared an IT strategy which included the Business Architecture, the Technical Architecture and Application Architecture including the Security and Network architecture and identified the priority areas for IT implementation which constitutes the blueprint for implementing the IT vision and Roadmap of MCGM. TCS has recommended and planned a Centralised Data Centre for all the systems besides a Disaster Recovery site. The implementation plan calls for several initiatives to be taken up by MCGM. This includes: Developing new applications Building new systems Integrating legacy systems into an interoperable and scalable framework, building a data center Developing GIS based systems Modifying existing business processes through use of Business Process re-engineering tools Undertaking internal structural adjustments aimed at improving efficiency Helping the organizations in smooth change over to modern systems Implementing HR related up-gradation Implementing other key recommendations with the help of external consultant(s)/organizations Functional Scope of Modules After the study of the requirements of the organization the selected module have the following functionalities. Functionalities of Finance Module: The central task of General Ledger (G/L) Accounting is to provide a comprehensive picture for external accounting and accounts. Recording all business transactions (primary postings as well as settlements from internal accounting) in a software system

that is fully integrated with all the other operational areas of a company ensures that the accounting data is always complete and accurate. The Accounts Receivable (AR) component enables MCGM to record and manage customer accounting data. AR is directly connected to the G/L using a special reconciliation account. The Accounts Payable (AP) component enables MCGM to record and manage vendor accounting data. AP is directly connected to the G/L using a special reconciliation account. Functionalities of Materials Management Module: Requisition and purchase order management includes dedicated processes for purchasing direct materials, indirect materials, and services. It also includes functions for informing the purchasing department of required materials and services, with or without a material master, and for releasing requisitions, assigning the source of supply to a requisition, converting the requisitions to purchase orders, and controlling the follow-on activities. External Service Procurement supports the complete cycle of bid invitation, award/order placement phase, and acceptance of services, as well as the invoice verification process. Specific master data like standard service catalogs are available. Integrated procurement and inventory function Online budget checks Online availability check across the whole of MCGM Tracking of project based procurement Functionalities of Human Resource Module: Collects data from disparate sources, empowers managers to get the most from their staff, and supports efficient and proactive management of employees and budgets. Facilitates management of innovative reward strategies, such as performance and Competency based pay, variable pays plans, and long-term incentives. Simplifies comparative analysis of compensation packages, using internal and external data. Supports all basic processes for Human Capital Management (HCM). It can easily store all the employee information; a centralized data repository ensures that

information is accessible, up-to-date, consistent, and complete in support of human resource and business related decisions. Functionalities of Fleet Management Module: The solution provides an automatic determination for the preventive maintenance work. By scheduling maintenance plans, asset life-cycle management automatically generates orders and notifications for the work due. For malfunction-based maintenance, notification-based problem handling is an efficient way to document problems and streamline follow-up measures. The notification can be used for dispatching problems straight to the responsible contact person, or for solving them by you, based on information provided by the solution database. Notification-based problem handling also includes perfect employee selfservice tools such as the Internet Service Request (ISR). Functionalities of Citizens Portal Module: Adding new services easily using scalable solution, modifying existing service workflows and parameters. Making Citizen Service Delivery architecture inter-operable by adopting Service Oriented Architecture. Integrating Complaints and their redressal with works / projects providing the next generation complaints handling and accounting facility. Tracking, monitoring and delivering services effectively to enhance satisfaction level of citizens through a single portal. Tracking the exact time taken to handle a particular request / complaint from the citizens. In case the request is not handled in a stipulated time, automatically escalate to the higher authorities. Measuring efficiency of each ward / department in handling citizen requests through reports and analytics. Reducing time to handle various request through the SAP system which can handle the entire process from receiving an application / request to processing the same, accounting and billing and delivering the service. Processing all requests through the citizens portal instead of just providing web pages to the citizens for creating a request through a robust SAP platform. Elimination of duplicate data entry. 8

Chapter 3 Technical Specification

Software Specification Implementing an ERP package is a complex and costly undertaking, so it's essential to choose the appropriate vendor. To determine what criteria are used in ERP selection process and what criteria are the most important from the MCGMs point of view is the major concern here. Some of the important ERP selections criterions are fit with parent/allied organization systems, Cross-module integration, compatibility between other systems, and references of the vendor. Major criterions undertaken by the MCGM for selection of the ERP as a whole are Business Solutions, People, Bidders Competence, and Cost (25 x Bidder's Commercial Score). The most important criterion for the ERP package is the Business Solution. Business Solutions includes both, the Business Functionality of the Solution and the Technological attributes of the Package. MySAP ERP is chosen as solution which fulfills the following functional requirements: The best practices/ workflows implemented across the world were adopted The ERP solution addresses the MCGM requirements as given in the compliance matrix The ERP solution have real time integration within the multiple modules of the ERP The best practices are made available within the offered solution in key areas of the MCGM including current and future needs An integrated business intelligence tool must be part of the overall solution The selection from the Technology perspective will be based on Hardware Requirements to attain promised performance levels; Software Requirements: Minimum number of third party applications required (both packaged and tailor made) to address the total solution with integration tool; Architecture: to be interoperable with common platforms; Tools (Requirements and Stability); like Solution Manager Technology Transfer (Quality of the Blue prints/Workflows, Entire Source Code; to be delivered with the standard shipment with no extra cost, Technical and User Documentation), Benchmark on transaction processing in online and offline mode (volume of processing), Benchmark on projected Service Levels of applications on set parameters, ability to deploy the ERP functionality in offline mode; Bandwidth utilization.

a) MySAP ERP Solution

SAP, Systems Applications and Products in Data Processing Private Ltd. is a world leader

in business software solutions, with industry-specific products for virtually every aspect of operations. Including best-of-suite solutions that are targeted for specific business processes and ERP solutions that help streamline any organization. The MySAP ERP application is an integrated enterprise resource planning (ERP) software manufactured by SAP AG that targets business software requirements of midsize and large organizations in all industries and sectors. It is the successor product to SAP R/3.

Figure 3.1. SAP R/3 Model b) SAP Features User-friendly interfaces and simplified access to information empower employees and managers while boosting motivation, productivity, and efficiency. Ensure compliance and predictability of business performance -- so organization can gain a deeper financial insight across the enterprise and tighten control of finances. SAP ERP Financials automates financial and management accounting and financial supply chain management. Optimize HR processes with a complete, integrated, and global human capital management (HCM) solution. SAP ERP provides this HCM solution for organizations of all sizes and in all industries. One can maximize the potential of workforce, while supporting innovation, growth, and flexibility. The SAP ERP HCM solution automates talent management, core HR processes, and workforce deployment -- enabling increased efficiency and better compliance with changing global and local regulations. Manage end-to-end procurement and logistics business processes for complete business cycles -- from self-service requisitioning to flexible invoicing and payment -optimizing the flow of materials. SAP ERP Operations also helps discrete and process 10

Integrate solution

manufacturers manage the entire life cycle of product development and manufacturing. The solution automates the entire manufacturing process and reduces costs by controlling and adapting the manufacturing process in real time -- and increases customer satisfaction by delivering higher-quality products. Manage end-to-end procurement and logistics business processes for complete business cycles -- from self-service requisitioning to flexible invoicing and payment -optimizing the flow of materials. SAP ERP Operations also helps discrete and process manufacturers manage the entire life cycle of product development and manufacturing. The solution automates the entire manufacturing process and reduces costs by controlling and adapting the manufacturing process in real time -- and increases customer satisfaction by delivering higher-quality products. Support the entire life cycle of performance management, delivering real-time, personalized measurements and metrics to improve business insight and decision making. Hardware Specification MCGM has got more than 550 locations spread over all over Mumbai and 100 locations have been identified as critical locations where majority of the users are located. As per MCGMs e-governance initiative, the entire infrastructure like Desktops, Networking, etc. is provided at all these locations, several applications are developed, customized or replatformed by different vendors. The hardware specification that provides it a relevant approach includes the 3-tier architecture comprising of 96 RISC CPUs, 183 Xeon CPUs, 3.1 TB storage, and 5,000 workstations (to go up to 7,500 in 3 years). Data Centre is connected to all remote stations (550 buildings) across the MCGM through leased lines having different bandwidths like 64 Kbps, 128 Kbps, and 2 Mbps. The proposed IT infrastructure is constructed like having 1,500 sq ft of server room, 4,500 sq ft for system support (60 seats), and 5,000 sq ft for system development (100 seats).

Hardware Requirement

MCGM had planned to provide services to all the citizens and also connect all the MCGM offices. For the proposed applications TCS recommended a web enabled solution so that the citizens can access the information from any place, anytime 24*7*365.

11

Network Overview

Primary Data Centre

2 M
s bp

27 Fire Stations

s bp

LL

1 2/ 51 M

24 Wards

2 Mbps LL

2 Mbps LL

3 Control Rooms
ps kb 28 1 64/

WAN Network
25 Hospitals
28 /1 64

ps

bp s 28 k 64/1

64 /12 8

kb

ps kb

16 Reservoirs 5 Dumping Grounds 25 Garages

50 Pumping Stations

Figure 3.2. The representation of the architecture

Proposed Architecture For end user to attain maximum benefits, TCS recommend MCGM to go for rich client. A client is a computer system that accesses a (remote) service on another computer by some kind of network Rich client is an architecture where the amount of client vs. server CPU utilization is more balanced. The client may look and behave like a thick client, while being fully network based like thin client architecture. Based on TCS recommendations, MCGM has agreed to phase out some of the existing systems and create organization-wide integrated ERP system. Some of the existing applications have been recommended for replatforming. TCS has also recommended and planned a centralized Data Centre for all systems, along with identifying a Disaster Recovery site.

12

Figure 3.3. Data Recovery Site MCGM Citizen Facilitation Centers (CFCs) The Citizens Facilitation Centre (CFC) is an MCGM initiative set up to provide a feasible means of communication and interaction between the citizens and MCGM. CFC is a single window service facility, making the system much more convenient for the citizens by allowing them to come to one place instead of having to go to different departments. MCGM is in a better position to service its citizens, better monitor and control its activities by introducing Customer Relationship Management (CRM) concepts; resulting in tangible and visible increase in the quality of services for the average citizen. Important Functions @ CFC already gone live 1) 2) 3) 4) Across the counter certificates and licenses; acceptance of fees. Across the counter renewal of licenses / certificates; acceptance of fees. Collection of Payment Property Tax & Water Tax Collection of Payment Sundry /Miscellaneous. All miscellaneous collections for various departments that do not have a fixed computerized process in place are collected via this option at the CFC. 5) Acceptance of new applications / forms 6) Grievance Redressal / Complaint Management a. Lodging a complaint b. Tracking status of complaint 7) Dissemination of Information

Worli Data
13

Chapter 4 Module Specifications

SIFY INTEGRATION WITH MCGM About Module Municipal Corporation of Greater Mumbais (MCGM) Information Technology initiatives covers all the major operations of the organization and most of the citizen related services are now available online through the Internet. The MCGM wants to ensure that maximum number of citizens use the Internet based services and also to reduce the congestion at the MCGM operated Citizen Facilitation Centers (CFC), MCGM has appointed cyber cafes, owned and franchisees, of Sify Technologies Ltd, popularly known as Sify iWays as the MCGM authorized outlets, which would function as CYBER-CFCs and would supplement the MCGMs ward based Citizen Facilitation Centers (CFCs). Following this, the honorable citizens of Mumbai can now access various civic services and make payments to the MCGM online through the Internet. The Sify iWays shall render the following services to the citizens, using the MCGMs Web Portal and through the Payment Mechanism of the Sify as well as the business partners. a) Pay online to the MCGM, the taxes/charges/fees levied by the MCGM. b) Apply for birth/death certificates. c) Renew their Municipal Licenses/Certificates such as Shops and Establishments, Trade Licenses, MOH (Health License), Factory Permits, etc. d) Submit representations/applications as well as in registering complaints. e) Ascertain the status of the representations/applications submitted as well as the complaints made. These authorized outlets will be operative between 09.00 am and 09.00 pm. As such the citizens will be benefited on account of availability of services beyond MCGMs CFC timings. In consideration for facilitating the citizens to avail the above services the Sify Cyber Cafs may levy a maximum service charge of Rs.10/- inclusive of all taxes over and above the Municipal taxes/charges/fees per successful transaction directly from the citizens.

14

Invitation of Expression of Interest from Internet Services Providers The Municipal Corporation of Greater Mumbai (MCGM) renders about 250 services to the citizens of Mumbai with the help of complex multi departmental set up and a network of 24 decentralized ward administrations. As part of its e-governance initiatives the MCGM has automated its revenue collection viz. Property Tax billing, Water billing as well as issue of birth and death certificates, register complaints, etc. Sr. no. 1 2 4 Description Value

Rs. Crores Property Tax 1500 Water Tax 800 Certificates, Licenses, Complaint Registration etc Table 4.1. Volume of Services

The MCGM wants to ensure that its services are accessible to all its citizens, especially to those who do not have access to computers/Internet. With this view, the MCGM is desirous of appointing responsible franchisees who have the physical IT infrastructure to access the MCGMs Citizen Portal/payment gateway on behalf of the citizens and help them avail these services. For this, the Internet Service Providers will be allowed to charge a small fee from the citizen. To achieve this objective, the MCGM decided to invite expression of interest from Cyber Cafes in Mumbai who are willing to serve as a franchisee of the MCGM for providing the following types of services using Citizens Portal:

Help citizens pay their municipal bills viz. Property tax, Water Bills online. Assist citizens in obtaining birth/death certificates. Assist local businesses in renewing their municipal Licenses. Assist citizens in registering complaints pertaining to the MCGM.

15

Comparison between various Service Providers Following the invitation for Expression of Interest various service providers expressed their interest to avail the civic services related to MCGM in their premises. Based on various parameters the final few were compared and finally Sify Technologies Ltd was selected to serve as authorized outlets to avail MCGM related civic services Brief study of the service providers are as discussed below: SIFY SIFY has suggested that it should be added on MCGMs portal as deemed fifth bank Sify will provide MCGM real-time transactions success / failure intimation in a similar way as banks provide. Sify shall transfer the funds to MCGMs bank account once a day on a daily basis. MCGM may request for a deposit to safeguard its daily collection. Services shall be available at SIFY centers for 6 hours only.

Major issue- System enhancement to accept Sify as deemed fifth bank, Deposit SUPRI It is not an established brand; citizen will need time to get accustomed with it. Need to build the infrastructure-Physical, IT, Internet. It has asked MCGM to provide spaces for opening its citizen facilitation centers.

Major issue- infrastructure, time of roll out, dependency on MCGM for space, citizens acquaintance with the organization India Post Indigenously built system to be deployed for delivery of services and will issue its own receipts. Data transfer will be done once a day. Money transfer will be done after reconciliation at India Post .India Post is yet to decide on remittance frequency i.e. daily/weekly/monthly. For Birth and Death Certificate- Applications are accepted online for birth and death registered from 1995 onwards only. No data validation for out of Mumbai citizens. Status tracking for Complaints registered would not be possible as complaint number will not be generated at the time of registration

16

Renewal of Licenses cannot be provided because of absence online data validation. PTax / Aqua Only PTax and Aqua tax collection is possible. But delay in transferring data may lead to penalty being imposed. India Post is in favor of pilot implementation in few post offices in one region rather than rolling out at all 206 computerized post offices. Services shall be available at India Post centers for 4 hours only.

Major issue- reconciliation of funds, coverage, limitation of services, delayed payments Cyber Caf Services shall be available at Cyber Caf for long hours (8 to 10 hrs). Low creditability Unevenly scattered.

Major issue- coverage, creditability

SN

Parameters

SIFY

SUPRI

India Post

Cyber caf

MCGM CFC

Remarks SIFY- iways have a standardized look and feel pertaining Ambience, and Services. SUPRI - MCGM needs to provide office space for SUPRI centers India post government organization Cyber caf- it has its own place but size may vary SIFY- Each i way has a standardized Hardware, Software infrastructure SUPRI-non existent (needs to set up IT infrastructure in all proposed centers) India post206 location having computers Cyber cafinfrastructure may vary

Physical Infrastructure

high

low

high

medium

high

IT Infrastructure

high

medium

medium

medium

high

17

Internet connectivity

high

medium

low

medium

high

Data transfer

high

high

medium

high

high

Fund transfer

medium

high

low

high

medium

Public Credibility

medium

low

high

low

high

Geographical spread

High

low

high

medium

Low

Quality Service

of

high

medium

Medium

low

high

SIFY- broad band connectivity at all centers SUPRI-non existent (needs to get internet connectivity) India postnon availability of internet connection with sufficient bandwidth at all location (assumption) --Proposal for offline system Cyber caf- band width may vary SIFY- real time SUPRI-real time (assumption) India postdata transfer once a day Cyber caf- real time SIFY-fund transfer once a day SUPRI-real time fund transfer India postfund transfer once a day/week/month Cyber caf- real time fund transfer SIFYalready established brand SUPRI-yet to build a brand India postgovernment organization ,trustworthy Cyber caflow credibility SIFY- good network of cyber cafes all over Mumbai SUPRI-yet to set up India postwell spread all over Mumbai Cyber caf- scattered randomly SIFYdependable SUPRI-dependable India posthigh accountability Cyber cafnot dependable

18

SIFY- network of franchised cyber cafes SUPRI-yet to build the network India postgovernment controlled Cyber cafun organized but 150 cyber cafs are part of cyber caf association SIFYsystem enhancements required SUPRI-no system enhancements required India post- no system enhancements required Cyber caf- no system enhancements required

Organized sector

high

low

high

medium

high

10

System Enhancements

low

high

high

high

high

26

19

23

21

27

Table 4.2. Comparison Table

Agreement between MCGM and Sify

The MCGM is the local authority for the city of Mumbai providing various services at mandated under the Mumbai Municipal Corporation Act 1888 and as such is lawfully entitled to recover taxes/charges/fees from the citizens as enumerated under the Mumbai Municipal Corporation Act 1888. The services provided by the MCGM are detailed in the Web Portal at http://portal.mcgm.gov.in owned/operated/maintained by the MCGM.

The Municipal Commissioner of Greater Mumbai has inter alia deputed his powers to the Joint Municipal Commissioner (Improvements.) under the provisions of the Mumbai Municipal Corporation Act, 1888.

Municipal Corporation of Greater Mumbai (MCGM)s Information Technology initiatives covers all the major operations of the organization and most of the citizen related services are available online through the Internet. MCGM wants to ensure that maximum number of citizens use the Internet based services, especially those citizens who do not have direct access to the Internet and/or lack computer literacy and/or do not

19

have Net-Banking facilities. In order to overcome this Digital Divide and to reduce congestion at the MCGM operated Citizen Facilitation Centers (CFC), the MCGM invited Expression of Interest (EoI) in January 2008, from Internet Access Facility Providers to appoint them as MCGM franchisees / authorized outlets, which would function as CYBER CFCs and would supplement the MCGMs ward based Citizen Facilitation Centers (CFCs).

The Sify provides bandwidth connectivity and technical support, including billing and software solutions, to over 3000+ Cyber Cafes across India and 200+ Cyber cafes across Mumbai. These Cyber cafes are called Sify iWays. The Sify as well as its business partners are respectively engaged in the business of providing Internet Access which business inter alia enables the Sify as well as its business partners in providing the services related to electronic payments and collections. These services enable customers to make payments of bills, taxes, charges, fees, payments towards services provided and payments towards purchase of goods by various modes and through various channels.

Following the said EoI, the Sify approached the MCGM and expressed its interest to declare the Sify iWays as authorized outlets where citizens could access various civic services and make payments to the MCGM. The MCGM, after carefully examining the proposal, is desirous to make use of this reach of the Sify by permitting the Sify and its business partners to serve as authorized outlets of the MCGM to help the citizens avail of the services being provided by the MCGM online through internet as well as to enable citizens to pay taxes/charges/fees to the MCGM by using the MCGMs Web Portal and through the Payment Mechanism operated and maintained by the Sify, more specifically defined hereinafter.

In view of the above, the MCGM hereby appoints the Sify along with its business partners to operate as authorized outlets of the MCGM for rendering the following services: a)

Help the citizens pay online to the MCGM, the taxes/charges/fees levied by the MCGM. Assist the citizens in applying for birth/death certificates. Assist the citizens in renewing their Municipal Licenses/Certificates such as Shops and Establishments, Trade Licenses, MOH (Health License), Factory Permits, etc.

b) c)

d)

Assist the citizens in submitting representations/applications as well as in registering complaints.

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e)

Assist

the

citizens

in

ascertaining

the

status

of

the

representations/applications submitted as well as the complaints made. Services and Obligations When a citizen visits the Cyber Caf operated by the Sify or the business partners, the respective staff appointed by the Sify or the business partners shall facilitate the citizen to access the MCGMs Web Portal through the internet access facility as provided by the Sify and subsequently Payment Mechanism shall be operated by the Sify as well as the business partners, thereby facilitating the citizen to avail of the services being rendered by the MCGM and also to pay various municipal taxes/ fees

The respective staff appointed by the Sify or the business partners shall print the MCGMs system-generated acknowledgement receipts of the payment made and hand over the same to the citizen.

Payment Mechanism: Funds transfer to MCGM The Sify shall provide to the MCGM in a format, as prescribed by the MCGM, on daily basis the relevant details relating to the payments processed through the Payment Mechanism of the Sify.

The Sify shall open an Escrow account in the State Bank of India and shall bear all costs, if any, one-time and recurring for the same.

The MCGM reserves the right to transfer funds daily from the aforesaid Escrow account to the MCGMs SBI bank accounts, based on the successful transactions registered in any of the MCGMs revenue collection systems. The successful transaction notification shall be generated from the Sify Portal and terminated at MCGMs Web Portal real-time through URL exchange.

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Flow of funds
Payment through Sify

Sify CRE

Escrow Account that can be remitted by Sify and withdrawn by MCGM only

P Tax

AQUA

CPWM

State Bank of India Common Pool Account for e-collections (SBI)

MCGM General Funds Account (SBI)

Figure 4.1. Flow of funds The Sify agrees to maintain an amount equivalent to the daily transaction value, cumulative of all monetary transactions carried out by the Sify or its business partners or as decided by the MCGM in the Escrow account and the Sify agrees to replenish the funds in the Escrow account on a daily basis. In case the minimum amount is not maintained in the Escrow account by the Sify, the MCGM reserves the right to terminate the service of the Sify and its business partners, after providing to the Sify 24-hours notice to increase the amount in the Escrow account, failing which the MCGM reserves the right to charge interest @ 15% on the shortfall amount due to the MCGM. The Sify shall ensure that the monies received on account of the payment made by the citizens through the Payment Mechanism of the Sify are remitted to the MCGM on a daily basis, through the aforesaid mechanism

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Authorization for availing the services at Sify iWays The Sify shall ensure that the Sify as well as the respective business partners are registered with the MCGM as authorized outlets of the MCGM, which registration shall be renewable yearly. The MCGM agrees not to charge any fees towards such registration. The Sify as well as the respective business partners shall not be permitted to provide the services in the absence of registration of the Sify as well as the respective business partners as authorized outlets of the MCGM. If the Sify or its business partners do not renew the registration, the MCGM shall first give a notice of 15 days to the Sify, seeking such renewal and despite the notice if the Sify or its business partners fail to renew the same, then MCGM shall have the right to terminate this Agreement. The Sify as well as the respective business partners shall display at the Cyber Caf of the Sify, the Certificate of Registration as authorized outlets, issued by the MCGM at all times and shall also display the per transaction charges payable by the citizen for the services availed The Sify or its respective business partner(s) shall display illuminated signage at all times at each of the Sify iWay registered with MCGM as authorized outlet to operate as Cyber CFC for providing the services. The MCGM shall provide the Sify, design and specifications for the signage. All costs pertaining to the signage, onetime and recurring, inclusive of manufacturing, erecting, maintaining the signage etc, shall be borne by the Sify or its business partners, as the case may be. The Sify or its respective business partner(s) shall prominently display Citizen Instruction Boards at all times at each of the Sify iWay registered with MCGM as authorized outlet to operate as Cyber CFCs for providing the services. The MCGM shall provide the Sify, design and specifications and content for the said board. All costs pertaining to the said board, onetime and recurring, inclusive of manufacturing, erecting, maintaining the said board etc, shall be borne by the Sify or its business partners, as the case may be.

Consideration and Payment

In consideration of the Sify as well as the business partners, serving as authorized outlets of the MCGM for facilitating the citizens to avail of the services, the Sify or its business partners may levy a maximum service

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charge of Rs.10/- inclusive of all taxes, per successful transaction, to be collected

directly from the citizens.

The fees charged/collected by the Sify or the respective business partners from the citizens for facilitating the citizens to avail of the services, shall be over and above the cost of the services delivered by the MCGM to the citizens and over and above the payment, if any, made by the citizens towards payment of taxes/charges/fees.

Technical Integration Process Overview MCGM will treat Sify as a payment gateway, the distribution franchisee first logging into the Sify iWay Product Management systems and then being taken to the MCGM Portal for transaction completion. MCGM would treat individual Sify iWay Franchisees as agents identified by an unique Agent ID. There would not be a separate login access required for iWay Franchisees to access the MCGM application. Sify would redirect requests only for those requests with the Authentication of the iWay franchisees credentials have been validated. On completion of the required service details entered on the MCGM-Sify portal MCGM would redirect the payment authorization request to Sify first, and on confirmation from Sify would process the requested transaction. The final service confirmation message would be displayed by MCGM on their portal to the customer as a message text. The transaction overview:
Sify MCGM

1. Simple Web Redirect 2. Web Transaction Authorization Request 3. Web Authorization Confirmation

4. For every request Successfully Authorized, Sify shall

follow with the required Sify-Iway Franchisee Business Rules Application. Figure 4.2 MCGM Sify transaction overview 1. Sify Agent Login request to MCGM:

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Each Sify iWay franchisee for providing MCGM related services would be identified with a unique Agent ID. The Sify iWay partner, on logging in to the iWay Product Management Admin Module, would be provided a link to access the MCGM portal. On clicking this link, the Partner would be re-directed to the MCGM transaction portal. Sify would not pass any parameter at the time of this re-redirection

2. MCGM _ Sify Handover: On the MCGM Portal, the Franchisee enters the Customer Details and completes the transaction request process by clicking on the Pay _Sify Payment Gateway option. MCGM to submit the following parameters to the SifyMCGM Payment Gateway. Payment Authorization Request

Table 4.3. MCGM Sify Handover Example http://sify.com/MCGMpay.php? &BID=S0016&BNAME=WATERTAX&OIDEN124778&NID=SIFY&TVAL= 500&RTYPE=R&DVAL=05042007& RUL=http://MCGM.com/xxxx/yyyy? a. Sify would verify http referrer for the incoming request (MCGM will provide the http referrer for verification).

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i. On receipt of the Transaction request, Sify would prompt the Franchisee to enter the following for Transaction Authorization. The authentication/authorization for the request would be done by the Sify Application based on internal business policies. Agent ID Password b. MCGM to share a Transaction Master with all available Transaction Types and the corresponding code that would be passed at the Authorization request. Sify would process the transaction based on the Sify- Franchisee business rules and return a SUCCESS/FAILURE confirmation to MCGM. This would be done as below: Confirmation post to a MCGM Page 3. Sify to MCGM Authorization Request Confirmation [URL Based]: Based on the SUCCESS/FAILURE of the Transaction Authorization, Sify shall submit the following parameters to MCGMs Return URL.

Table 4.4. Sify to MCGM Authorization Request Confirmation

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Example: http://MCGM.com/XXXX/YYYY?AID=iwfr_600113A&BID= S0016&BNAME=WATERTAX&OID ZC124778&REF=ABCD123412341234&NID=SIFY&TVAL=500&RTYPE=R & DVAL=05042007&VER=SUCCESS& RURL=http://sifyMCGM/xxx/yyy.php3 4. Transaction Settlement [MIS]: Sify would provide a MIS Module to MCGM to view daily Successful transactions. A similar module would be made available to Sify as well by MCGM. The following details would be available for a selected date range. Sify Agent ID Location MCGM Transaction ID Sify Reference ID Transaction Type Transaction Value Transaction Date Notes: 1. For every transaction request from the MCGM portal where the Sify Payment Gateway returns a SUCCESS an Auto Mail would be sent by Sify to mcgm.sify@mcgm.gov.in. The contents of the E-Mail would be as below: _ Subject: Sify-MCGM Services Successful Transaction <MCGM Transaction ID> _ Message: Sify Agent ID Transaction Type MCGM Transaction Number Sify Reference Number Transaction Amount [Rs] Transaction Date

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2. In order to enable the MCGM to add Sify iWay details to each receipt printed for Successful transactions, The Sify shall provide the MCGM details of all the Sify iWays to be registered with the MCGM in a format as required by the MCGM. This primarily would include the following _ Sify Agent ID _ Name of the Business Partner _ Sify Franchisee End Date _ Address of the iWay

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Citizen
Arrives at the Sify Franchisee for paying the water/ property bills

Sify Product Management System

Payment Gateway

Sify-Payment Gateway

Sify Agent enters his user id & logs into the system. Agent has the option of paying 1. Property Tax Bills 2. Water Bills 3. CRM Services

Login Page:User enters the CCN & [Sign In]

Disclaimer Page: User Clicks [Accept](User accepts the Terms & Condition as published by the MCGM)

Home Page: User Clicks on Bill Payment Link (User has other options of 1. Pay the Deposits 2. Generate duplicate bills ) View Bill Page: User selects the Bills & Clicks on [Submit]

View Bill Detail: User enters the Amount & Clicks on [Submit]

Warning Page: User Clicks [OK] (Leaves MCGMs site to the Sify Payment Gateway)

Agent enters the Login Id & Password

Display Error Msg

Transaction Status = Failure

Applies the Business Rules and returns Status to MCGM Portal

Checks the Sifys parameters with Database

Transaction Status = Succss

Updates the Collection Tables & Bank Transaction Info Table Receipt is displayed

Agent logs out

Figure 4.3. Swim Lane Diagram of the complete process of accessing service through Sify module

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Reconciliation and Refund process A. Recon tasks to be carried out on T+1 basis (T being the transaction date) 1. MCGM recon desk to download reconciliation/MIS files from each of the MCGM IT systems such as SAP-CRM, AQUA, PTAX, etc daily based on T+1 basis (T being the transaction date) in the morning working session. Also recon desk can check the auto generated emails send by Sify to the email id mcgm.sify@mcgm.gov.in for each successful transactions 2. The MCGM recon desk will transfer funds daily (cumulative of all monetary transactions carried out by the Sify) from the Escrow account to the MCGMs respective SBI e-pool bank accounts, based on the successful transactions registered in each of the MCGM IT systems (based on point 1 above), in the afternoon working session 3. The Sify shall maintain an amount equivalent to the daily transaction value, cumulative of all monetary transactions carried out by the Sify or its business partners or as decided by the MCGM in the Escrow account and replenish the funds in the Escrow account on a daily basis in the last working session. MCGM recon desk to revise the amount to be maintained by Sify in the Escrow account on daily basis, if required and communicate accordingly to the Sify counterpart (details to be provided by Sify). 4. Sify shall send reconciliation file/MIS (which shall include unique transaction numbers generated by Sify as well as MCGM for each transaction, date and time stamp, amount, etc) to MCGM Recon desk for a particular day in electronic by email and hard format on T+1 basis (T being the transaction date). There shall be three separate files in excel format, one each for PTAX, AQUA and CRM. B. Recon tasks to be carried out on T+2 basis (T being the transaction date) 5. MCGM Recon desk to get SBI statements on T+2 basis (T being the transaction date) and reconcile it with the Sify reconciliation/MIS file received from Sify for the particular day (T) as mentioned above in point 4 and with reconciliation files/MCGM from each of the MCGM IT systems such for the same day as SAPCRM, AQUA, PTAX, etc (mentioned in pt.1 above).

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6. In case of all holidays including alternate weekend holidays, the reconciliation process shall take place on the next working days on T+N basis, where T is the date of transaction and N is the number of non-working days. 7. The MCGM recon desk after ensuring complete reconciliation shall delete/archive the auto generated emails send by Sify for every transaction request from the MCGM portal where the Sify Payment Gateway returns a SUCCESS an Auto Mail would be sent by Sify to mcgm.sify@mcgm.gov.in C. Replenishment Discrepancies by Sify 8. In case the minimum amount is not maintained in the Escrow account by the Sify or the Escrow account is not replenished, the MCGM recon desk shall inform to the Sify counter part (details to be provide by the Sify) and shall give 24-hours notice to increase the amount in the Escrow account, failing which the MCGM recon desk shall escalate the matter to Chief Accountant (Finance). CA (F) shall take further action as per MCGM Sify Agreement. 9. In the event that the withdrawal amount (WA) from the Escrow account is more then the minimum amount (MA), the MCGM recon desk shall withdraw money first and then inform the Sify counter part about the gap amount (GA) i.e. {WA MA}. Sify shall replenish {MA + GA} in its next replenishment cycle. In case this principle is not followed MCGM shall take action as per point 8 above. D. Refunds/Reversal after reconciliation 10. All transactions appearing in the MCGM IT system file but not appearing in the Sify file should be considered as null and void. MCGM IT systems shall reverse all such transactions. 11. All transactions appearing in the Sify file but not successfully processed by the MCGM IT systems (which include duplicate payment debited at the Sify) should be candidates for reversal by the Sify. In all such cases Sify shall refund to its customers according its policy. Kindly note Sify shall not use the Escrow account for such refunds. 12. For all other genuine cases of refunds arising out of non-delivery of services or any other case, MCGM Recon desk will be required to initiate refund process cycle. All refunds shall go through an approval cycle within reconciliation desk /CA (F). All

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such cases of refunds shall be verified and approved in the respective MCGM IT systems such as SAP-CRM, AQUA, PTAX, etc. 13. Individual transactions pertaining to all refund cases approved as per point 7 above shall be uploaded into SAP FICO from the respective MCGM IT systems such as SAP-CRM, AQUA, PTAX, etc. 14. All approved refunds shall be deposited in the Escrow account through ECS from SAP- FICO. MCGM recon desk shall provide account wise break-up of the total refund amount to Sify, which, in turn, shall provide the credit to its customers according to its policy. Kindly note Sify shall not use the Escrow account for such refunds. Sify shall adjust the refund amount during replenishment of the Escrow account and inform MCGM recon desk accordingly. All such refunds shall be made consolidated, once a month (last working day of the month). 15. SAP FICO shall sent a closing file to each of the MCGM IT systems such as SAPCRM, AQUA, PTAX, etc. after the refund payments are done to close the respective status in the individual MCGM IT systems, as well as send an email to the individual aggrieved party (if email id is captured). 16. Each of the MCGM IT systems such as SAP-CRM, AQUA, PTAX, etc. shall upload the closing file received from SAP FICO, and update the status corresponding to the transactions pertaining to refund accordingly. E. Complaint Resolution 17. In case of non delivery of licenses/certificates through courier, the Complaint Officer shall a. Check the receipt of the complainant. b. Enter the transaction number in the system and check the status of the application c. If the application status shows that concerned license/certificate is printed and couriered then the complainant shall be directed to the India post office which is nearest to the address of delivery. 18. In case of licenses/certificates which has been couriered, but is not printed properly, the Complaint Officer shall

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a. Check the receipt of the complainant b. Contact ABM support office and ask for regeneration of the print (spool generation facility can be extended to the Complaint Officer for such cases) c. Print the new copy of the licenses/certificates and hand over to the complainant. 19. For PTax/Aqua payments, where receipt has been generated by the systems and the money has been transferred in the MCGM bank account, but has not been credited to the citizens PTax/Aqua payment record, a. the Complaint Officer shall i. Check the receipt of the complainant ii. Contact the MCGM recon desk b. MCGM recon desk in consultation with ABM PTax/Aqua support staff shall confirm the receipt of the payment c. ABM PTax/Aqua support staff shall immediately credit the complainants PTax/Aqua account and inform the Complaint Officer d. the Complaint Officer shall inform the complainant accordingly e. if the above process (from a. to c.) takes more than half an hour then the Complaint Officer shall take the contact details of the complainant (landline/mobile/email id) and communicate the status to the complainant accordingly.

Screen Shots of accessing a service (water bill payment) through Sify Product Management Module

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Future Enhancements Availing the MCGM civic services to the citizens through Credit / Debit cards Prepaid cards Mobiles

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SAP MATERIAL MANAGEMENT MODULE

About Module In MCGM the materials management is being a huge task. There are 40 departments some of them procures and maintains the inventory of the materials used in whole MCGM. There is no centralized way to access the data. As-Is Process The processes carried out in materials management are as follows: Goods Issue The goods issue process involves the issue of materials to stores, vehicles; inter plant transfer, sub contractor, rejection to vendors. The requirements of this process were updation of stock and materials ledger as well as booking liabilities automatically. A goods issue is a goods movement posting a material withdrawal or material issue, a material consumption, or a shipment of goods, say scrap or waste in case of MCGM to a customer. A goods issue leads to a reduction in warehouse stock. The outbound delivery forms the basis of goods issue posting. The data required for goods issue posting is copied from the outbound delivery into the goods issue document, which cannot be changed manually. Any changes must be made in the outbound delivery itself. In this way, you can be sure that the goods issue document is an accurate reflection of the outbound delivery. Goods Receipts Goods Receipt Process updates the material ledgers, stock ledgers as well as integrate with accounting to create the liabilities and it will trigger the Quality Inspection Procedure. Goods receipt is a goods movement that leads to an increase in warehouse stock. There are different types of goods receipts, e.g. from an external vendor as followon activity to the purchase order, or from own production. It is the basis for updating the accounting modules, and it can trigger warehouse management and quality management processes. A goods receipt can be a process with several steps, e.g. if the warehouse activities related to the put away are confirmed. Procurement The e - procurement process involves the e - tendering this process will be implemented as future enhancement.

Formation of Contracts The As Is Process of tendering will be now upgraded to e - tendering which involves invitation of bids and evaluation to be carried out through the Portal.

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 Scrap Generation The unserviceable/waste material which can no more be used functionally is normally scrapped & sold to the parties. Scrapping of Material/Assets will be carried out online with automatic G/L updation & write off. Quality Checking The stock received may be sent to vigilance department for quality checking. The stock under check it is in the blocked stock which is restricted to use. Quality checking of materials received in Central Stores will be done against predefined criteria in the system at the time of Goods receipt for a purchase order. Material Requirement Planning This process involves knowing the yearly requirement of the departments and then procures the materials accordingly. Material requirement will be integrated through system and across various departments. The standard reservation process is carried out through the stores to its main stores and then if material is available in main store then it will be made available to the department else it will be procured.

Interface with other Modules

Modules

Fleet Management (FM)

Finance and Project Controlling Systems (FICO) (PS)

Human Citizens Resources Portal/Ward (HR) Management (CPWM) No Yes

Materials Management

Yes

Yes

Yes

Table 4.5. Interface of Materials Management module is with other modules Interface with Fleet Management module: The materials required for the fleet of vehicles is provided from the stores. As a result of which the stock get updated. When the material is required then a requisition gets automatically created as a result of the maintenance order created in the FM module. Interface with Finance and controlling module: The payment to the vendors is done through the FICO. For external procurement also the payment of the duties is done through FICO. Before making the payments the budget is checked if the budget is not available then the system stops for making the Purchase orders.

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Interface with Citizens Portal Module: The process of the tendering will be carried out through the portal. The tender will be float on the portal. The contract will be form with the vendors, registration of vendors, bidding all these activities are carried out through the portal. Interface with MM module: For some of the projects, materials are planned, procured and managed by the MCGM itself. Once the material is required by certain projects, the materials are assigned to network activities which in turn create reservations for these materials. Interface of MM with PS module comes when Material consumptions is confirmed which results in stock updation and books the cost of the material to the respective project. Benefits The benefits of materials management module are as follows: Integrated procurement and inventory function Online budget checks Online availability check across the whole of MCGM Tracking of project based procurement Integration with Maintenance, Projects, Finance and Quality Management MCGM can perform various types of analysis such as FSN (Fast, Slow and NonMoving) or VED (Vital, Essential and Desirable) using the SAP system which in turn will help in reduction of inventory across MCGM Re-order levels can be set in the SAP system which will ensure that MCGM never runs out of critical spares (for Fleet Management, etc) Data Collection for Material Management Module The data collection was a huge task. All the departments had decentralized data. So, TCS has initiated data collection process parallel to the process changes. The challenges faced during data collection are as follows: Responsibility needs to be decided to collect the data, as the data requirement very high in terms of volume. The codification of the materials needs to be done, as the system needs unique coding for each material. Data is present in hard copies. Data is to be collected from multiple records and compiled before making them useful for computerized system.

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Master Data Collection The master data is data necessary to go live with the system. The collection for master data had been started 6 months before the go- Live. The collection of data started from all the departments that are selected for the system to be implemented. There are two maters in the Materials Management module: Materials Master and Vendor Master. Materials Master There are around 40 fields in the materials master template that has to be filled by the different departments who stores or procures the materials for their use. .These fields are material code, material description, Plant, storage location, base unit of measure, material group, order unit, alternative unit, batch indicator, etc. The main problem faced during data collection is how to fit the available fields in the SAP required template. Vendor Master This master has the information about the vendors from which the MCGM procures the materials. The master has only those vendors who are the registered vendor of MCGM. The fields of the vendor master are: vendor name, address, bank details, etc. The challenges faced during the collection of data for materials management module are as follows: There are around 40 departments and wards from where the data is to be collected. There are about more than 10,000 items for which master is to be created. Essential and desirable fields for the master list were to be decided to suit all types and categories of items of materials and map them with the SAP system. Provision for capturing transaction data was to be created to generate consumption reports. Approval power was to be rationalized to create an efficient workflow. In order to collect the data from different departments the proper tracking is required this is done by us. The tracking tool used by us is the Data Tracker. This helps in making the data available at time and in consistent state. The sample data tracker is shown below:

Cut-over Data collection Cut - over data is the transaction data that needs to be uploaded in the SAP system before the system go lived. In case of the materials management module the cut - over data is the stock data available in this financial year. This template includes the fields like material code, description and stock in: unrestricted use, quality check, blocked, etc. other than this information the data required is the number of open purchase orders these purchase

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orders needs to be created through the system in order to allow the system for further processes like goods receipt, quality check, goods issue. Implementation For implementing mySAP ERP in MCGM, ASAP Implementation methodology called "Accelerated SAP" is used. This standard approach not only guarantees success but also helps in accelerating the speed of implementation without diluting the quality of the documentation generated during the implementation. ASAP methodology is a welldefined and structured approach to SAP implementation projects.

Figure 4.4. Accelerated SAP approach

The following phases are used in the Accelerated SAP approach: Project Preparation Business Blueprint Realization Final Preparation Go-Live and Support The major activities in each of the Project Phase are detailed in section below.

Project Preparation The purpose of this phase is to provide initial planning and preparation for the MCGM mySAP ERP project. Primary focus areas to be considered were identified and planned. Project goals and objectives were refined, implementation strategy was finalized, and the scope of project was decided. The various issues involved in this phase were

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 Identifying proficient persons from each department having knowledge of proper functioning of the various processes in their department. Along with it they must posses necessary domain knowledge, which helps them in redesigning those processes. Organizing these persons module wise to form a core team dedicated to that module. This core team included at least one member from each department present under the respective module. Reviewing hardware requirements was one of the major issues as the hardware was not sufficient to meet the project requirements. Business Blue Print The purpose of this phase is to create the Business Blueprint (BBP), which is a detailed documentation of the results gathered during process design meetings. During this phase, organization wide processes were studied and on the basis of report by McKinsey they were redesigned to incorporate best practices. Apart from this, module wise meetings for designing the respective processes were conducted. Meeting included people from SISL, MCGM core team members and concern from TCS. Different processes undergone discussion there and redesigned according to the requirement of the MCGM. These discussions were then documented and include the workflows for the redesigned processes. The core team members then validated documents. Before validation, the documents were analyzed by the TCS for proper mapping to the compliance matrix and the use of best practices. Some of the main issues involved during this phase were Requirement of Full time involvement of core committee members. Conflicts in the viewpoint of different MCGM core committee members regarding functioning of processes. Acceptance required for the changes made. Feeling of uncertainty came to the users due to lack of proper understanding of the necessary changes made to the traditional processes. The uncertainty may be concerned to Job Security, Loss of control, etc. Accounting and Audit procedures were incorporated into the system itself leading to the reduction of level of approvals required. This was the major change issue to be easily accepted by the intended users. Progress Tracking Progress tracking for the BBP phase has been done through a well-structured strategy of reviewing the business blueprints corresponding to the various documents pertaining to that process. The bases of this review are ERP Tender Document, Technical Bid submitted by the SISL Consortium, Compliance Matrix of respective module, and the Pre-Initiation project Meetings which includes, Due diligence by the vendors, Pre-Bid Meetings, Presentations by the vendors, etc. For ensuring full compliance by the

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vendor; a tool called BBP Tracker was developed. This tool helped in tracking any discrepancy in required functionalities arising out of processes finalized. Such a strategy leads to refined and flawless BBP documents. Materials Management There are many processes in MM module viz. goods issue, goods receipt, material requirement planning, etc. among these processes of creating the purchase requisition is explained here as an example. The process is discussed in meeting and the findings come as a result are as follows: This is the starting point of the procurement process. The requirement will be created by the users from various departments. The type of the requisition is to be configured as per the requirement of MCGM. These includes purchase requisition for: immediate procurement, giving tendering requirement, project systems, service procurement, and the most important is the consolidated requirement for the e- tendering. Before procurement there should be budget check. The requisition has to be approved by the higher authority. Realization The purpose of this phase is to validate business process requirements based on the Business Blueprint. During this phase the software was customized, wherever necessary in order to meet the MCGM requirements. The SISL Consortium converted the Business Blueprint requirements to Unit Testing Scripts (UTS). These UTS were reviewed and validated by the TCS for proper mapping of overall functionalities mentioned in the BBPs. MCGM core team members and TCS concerns then tested the individual processes. Gap Analysis was carried out where gaps between software functionality and business requirements were captured. Integration testing is then conducted to verify the inter-module interfaces with the help of Integration Test Scripts (ITS). Along with testing, data collection and validation was the other important work carried out in parallel. Review team consisting of experts from SAP reviewed, revalidated and approved the solution. Last but not the least was the finalization of roles and responsibilities. Some of the major issues involved during this phase were Additional Building was provided to SISL for accommodating their team. Carnac was chosen as the best place and a fiber optic cable was laid down to share the server from there. Collection of the huge amount of data from the various departments of MCGM. Much of this data was not available in the softcopy form and the problem of data adequacy was also there.

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Formation of data collection team. No one from the MCGM was taking the responsibility of collecting the enormous data, so problem of logical data ownership arose at that time. Data filtration and codification was required due to inconsistency in data collected. Non availability of proper Test Scripts. Testing was being done on development server instead of Quality Server.

Progress Tracking Progress tracking for Realization phase required a comprehensive approach. On one hand, Gap Analysis was carried out to capture the loopholes between software functionality and business requirements and on the other hand testing and data collection strategies needed to be developed. For the purpose, a detailed study of the processes involved, people for whom the processes meant, data required to be collected and the interfaces need to be developed was carried out. The study resulted to a principal called PPDI principal. PPDI stands for Process, People, Data, and Interfaces. PPDI provided the basis for development of the tools like Data Tracker for timely availability of the consistent data and Test Tracker for validating the testing procedures. Realization phase covers the Unit Testing and Integration Testing. The testing is carried out in the SAP Quality Server environment. The testing is carried out through users point of view which includes only functional scope of the processes as decided during the BBP Phase. Therefore it is a sort of Black box testing.

Final Preparation The primary purpose of the Final Preparation phase is to complete final system testing and cut over both the data and the system to a production environment. During this phase role based training was provided to the end-users, and strategy for Go-live was designed. For the purpose training manuals were documented by the SISL Consortium, training center at Borivali was set up, key users to be trained were selected, and the training goes nearly for period of one and a half month. This method helped to provide acceptance by the end-user community. Followed this strategy that involves identifying all the factors critical to Go-Live and make them available at the actual implementation. Some of the major issues involved during this phase were Authorization matrix and user list to be finalized 115 Persons to be identified and trained as MCGM Post-Implementation Team members and also to be given soft skills Post implementation team to be put at all the user locations

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Progress Tracking Progress tracking for this phase was done keeping in mind the SAP system is to be implemented in all the priority sites identified, within the target date, with all the masters and cut over data uploaded into the system, for real time processing. All the issues that were critical to Go- Live were identified and tracked through a tool SAP Go-Live Tracker. The tool deals with every aspect of project preparation and thus helped in the smooth implementation. Go Live The purpose of this phase was to move from a pre-production environment to a live productive operation. MCGM had set up a support organization for users, not just for the first critical days of productive operations but also for providing long term support. This phase was also used to monitor system transactions and to optimize overall system performance. Immediately after going live, the system was reviewed and refined to ensure full support of the business environment by informally interviewing the user community to verify that their needs were met.

Future Enhancements E Procurement for Materials Management The e-procurement includes the e-tendering process. This helps in floating the tender, bidding, etc facilities to be incorporated in the portal. The process is sub divided into some sub processes. These sub processes are: requisition creation and approval, create and publish bid invitation, bid submission by vendor, eligibility criteria opening, technical criteria opening and price bid opening process. This process enhances the capability of the materials management module in the following manner. Reduced Cycle Time This helps in the reduction of the cycle time for the tendering as all the sub processes of the tendering can now be done online. Approval of the requirements online would bring transparency in the approval process as well as reduces the cycle time. Proper workflow Workflow facility is useful for the faster clearance of documents pending at various levels. As this can be done online therefore even if the person is on leave he can approve the document from anywhere thus reduces the unnecessary delays in approval procedure. Reduction of load on accounts department

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Online payment through the payment gateway reduces the burden of the accounts department, ward office who are involved in the manual posting of the tender fee. Easy vendor registration process As the supplier self registration process, vendor can register to offer goods or services by simply filling in the online application form with the necessary legal documents. Lower inventory carrying cost As the process of tendering becomes easy and fast so no need to keep the huge inventory which results in the reduction in inventory carrying cost.

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References [1] MCGMs Tender Document Date: 31 July 2004; SCR Nos.: 23 July 2004 [2] Work Order Date: 17 Sep 2004 Ref: AO / 603 / Comp / 1709-2004 [3] Interaction Summary of meetings [4] MCGM Sify Agreement dated April 29, 2008 [5] MCGM Sify Integration Document

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