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ESTABLISHMENT OF CALLCENTER
( PARISHKARAM)
DEPARTMENT OF AGRICULTURE
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CALL CENTER
There is a need to strengthen Research Extension farmers
linkages on issues related to Agriculture and allied sectors.
Information Technology and Communication play a vital role in
Agriculture Extension Management to disseminate the technical know
how to the farmers.
In order to cater to the needs of farmers the Government ofAndhra Pradesh has launched a Call Center (PARISHKARAM) at
State level exclusively for Agriculture on 2st July 2003 for
answering the problems posed by the farmers on toll free
telephone No. 1111 from 7.00 am to 8.00 pm .
Honble Chief Minister for Andhra Pradesh has inaugurated
the State level Call Center (PARISHKARAM) on 2nd July 2003.
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Imports Information
Receives Grievances
Refers to the concerned Dept.
CALL CENTER(Salient features)
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TERMS & REFERENCES
The call center is outsourced to a private organisation
by I&TC dept. to call center solutions through Andhra
Pradesh Sahakara Vignana Samiti Ltd.(Co- Operative
nongovernmental organization.)
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PARISHKARAM - CALL CENTER
Hardware Requirements ofServer MachineProcessor : 2.0 GHz Intel Pentium-IV
Memory : 512 MB RAM
Hard disk : 40 GB-IDE
Network card : 10/100 Mbps
Software Requirements ofServer MachineRed Hat Linux 9.0 Operating System
Apache Web server
Postgresql RDBMSPHP Scripting Language
Internet Connectivity
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PARISHKARAM - CALL CENTER
Hardware requirements at Level-I,II & III
Processor : Intel Pentium III or Pentium IV
Memory : 128 MB RAM
TVS Gold Keyboard Scroll Mouse
Software requirements at Level-I,II & III
Windows 2000, Windows XP Operating System
MS-Office 98/2000
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INFRASTRUCTURE FACILITIESRLevel I
Personal Computers in a LAN connected to Server,
Digital Extensions From EPABX and equipped with
Headsets
RLevel IIPersonal Computers in a LAN connected to Server,
Digital Extensions From EPABX.
RLevel IIIPersonal Computer in a LAN connected to
Server,an outgoing STD line.
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PARISHKARAM - CALL CENTER Existing Infrastructure
Level-IHardware- Intel Pentium-II Processor, 64 MB RAM
Software- Windows 98 OS
Level-II
Hardware Intel Pentium-II Processor, 64 MB RAM
Software Windows 98/Windows 2000 OS, MS-
Office 2000
Level-IIHardware Intel Pentium-III Processor, 128 MB RAM
Software Windows Windows 2000 OS, MS-Office
2000.
Internet connection & an outgoing STD line.
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TRANSFER CALL FACILITY
Level- I: Calls will be received from the farmer & enter the data in
to the computer like Name of the farmer, Village, mandal, District,Tel.No.and the query. The query will be answered with the
available information on the desk top.The calls which are not
answered will be transferred to level II
Level II:The call received from level I will beanswered by Scientists and Department officials.The calls which are
not answered will be transferred to level III
Level III:The call received from level II will be answered bythe specialist, if not referred to concerned Departments or the
Joint Director of Agriculture who intern gives the solution
through AO/MPEO within 24-48 hours to the farmer and same
will be intimated to the call center
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Farmer Dials the Call Center
Level 1 - Operators
Operator
Receives
The call
1 2 3
Query
Answered
Call Ends
If Yes
If No
Level 2
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Level 2 - Specialists
Level 1 Forwards the call to Level 2
1 2 3 4 5
University Persons 1 - 4 Department Person
Query
Answered
Call Ends
If Yes
If No
Level 3
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Level 3 - Outbound Operators
Level 2 Forwards the call to Level 3
Query
Answered
1 2
Operator 2 browses the internet to
Assist the operator 1
If Yes
Call Ends
If No Forward the query byDialing the concerned
department by
person and store the caller
Identity for future response
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TIMINGS & SHIFTING ARRANGEMENT
Timings :
Call center is working daily
from 7.00am to 8.00 pm
Shifts :There are two shifts
a). 7.00 am to 1.30 pmb). 1.30 pm to 8.00 pm
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THE NO. OF DEPLOYED OFFICERS,
QUALIFICATION & DESIGNATION
Agricultural University:16 Scientists deployed
Qualification :- M.Sc (Ag) to Ph.D
Designation :- Scientists to Prl.Scientistswith rich research and field knowledge.
Department Officers:- (Retd. Officers on contract )10 Departmental Officers
Qualification :- B.Sc (Ag) to M.Sc (Ag)
Designation :- Asst.Director of Agriculture
to Joint Director of Agriculture with
sound extension and schemes
knowledge.
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PARISHKARAM - CALL CENTER
Details of software content
Callers Details
Crop Details & Nature of Query
Queries & Answers (Parishkaram)
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PARISHKARAM - CALL CENTER Output
Generation of various reports to assist DecisionMakers.
District wise crop wise number of calls received
District wise crop wise-category wise number of callsreceived
District wise crop wise-query wise number of callsreceived
District wise crop wise-sub category wise number ofcalls received
Date wise number of calls received
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Contd.
Calls received by Crop Production Scientist
Calls received by Crop Protection Scientist
Calls received by Horticulture Scientist
Calls received by Plant Breeding Scientist
Calls received by Agriculture Department
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Expert wise callsreceived
July-03 Aug-03 Sept-03(upto27.9.03)
Crop Production 701 679 390
Crop Protection 508 1106 973Breeding 157 93 40
Horticulture 470 411 271
Agriculture & Allied 358 385 211Total 2194 2674 1885
NUMBER OF CALLS RECEIVED
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Sno DistrictCrop
Production
Crop
Protection
Horticul
ture
Plant
Breeding
Schemes
& other
administra
tive
matters
Total
1 Adilabad 69 129 32 3 13 246
2 Anantapur 93 63 35 14 60 265
3 Chittoor 34 51 44 17 27 173
4 Cuddupah 53 57 50 15 49 224
5 East Godavari 101 96 45 9 49 300
6 Guntur 150 217 85 41 81 574
7 Hyderabad 3 10 24 3 13 53
8 Karimnagar 66 133 57 9 60 3259 Khammam 89 176 72 7 47 391
10 Krishna 166 81 57 30 96 430
11 Kurnool 69 134 36 9 40 288
12 Mahabubnagar 33 121 35 5 22 216
13 Medak 32 32 27 2 11 104
14 Nalgonda 42 70 81 13 41 247
15 Nellore 38 28 27 17 45 155
16 Nizamabad 37 46 14 4 12 113
17 Prakasam 98 184 70 25 65 44218 Ranga Reddy 166 349 141 16 67 739
19 Srikakulam 47 28 18 2 11 106
20 Visakhapatnam 18 32 20 0 21 91
21 Vizianagaram 92 129 54 12 36 323
22 Warangal 143 256 74 14 29 516
23 west Godavari 131 165 54 23 59 432
Total 1770 2587 1152 290 954 6753
Report Showing the Number of calls attended by SCIENTISTS of Various Agricultural
Departments during from 1.7.2003 to 27.9.2003
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TEETHING TROUBLES AT CALL
CENTER AND AT BSNL
On July 2nd 3000 calls per day hit thecalls center.
Average only 80 - 100 calls mature per day.
Dropping calls.
Disconnected calls.
BSNL Proposed for alternate no.1999instead of 1111
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MONTHLY EXPENDITURE OF CALL CENTER
At 1st Level @ Rs.17000/- per seat /month for 3
seats = Rs.51000/-
At 2nd Level @ Rs.11000/- per seat / month for 5seats = Rs.55000/-
At 3rd Level @ Rs.11000/-per seat for 2 seats =Rs.22000/-
Outbound line Rs.4500/-month approximately
Cost of Inbound calls bill is awaited Approx.Rs.200000/- for 145000 calls in 2 months.
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BSNL REGISTRATION FEE
for No. 1111 is Rs.15,000/-
Hunting line @ Rs.2000/-per line for 8 linesRs.16,000/-.
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SALARY OR HONORORIUM
For ANGRAU Scientists : HONORORIUM for 16
scientists@ Rs.2000/- per
month /person
For Retired Dept. officers : Remuneration for 10
Officers @ Rs.10000 to 15,000/- per month/ person
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OTHER CALL CENTERS
AP.Transco
Regional Transport Office
Municipal Corporation of Hyderabad Metro Water Works
A.P.Road Transport Corporation
Thirumala Thirupathi Devastanam
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