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Bangalore Traffic Police e-India_2012
 

Bangalore Traffic Police e-India_2012

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Outstanding performance in citizen centric service delivery

Outstanding performance in citizen centric service delivery

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    Bangalore Traffic Police e-India_2012 Bangalore Traffic Police e-India_2012 Document Transcript

    • e-India Award 2012 i“Outstanding performance in citizen centric service delivery”
    • Outstanding Performance in Citizen Centric Service Delivery OUTSTANDING PERFORMANCE IN CITIZEN CENTRIC SERVICE DELIVERY1. Geographical - Coverage : Bangalore is among the fastest growing cities in India. With about 4.2 million vehicles plying on the roads of the city on any given day; with a population of 9.5 million spread across an area of 1005 square kilometers, the city throws a challenge for Traffic Planners and traffic police. Bangalore is one of the premier cities in India having population of nearly 10 million and vehicular population of 4.2 million. Phenomenal growth of population and number of vehicles registered in Bangalore city and the obstruction of carriage way by number of on-going works like Metro, flyovers, under-passes, and over-bridges, the management of the traffic and ensuring smooth flow of traffic has become herculean task. This has made Bangalore Traffic Police (BTP) to encounter the twin problems of managing the traffic efficiently and reduced travel time and also to ensure greater safety of people on the road. To bring discipline on the road is a major challenge faced by BTP, which is suitably addressed by incorporating, Information and Communication tools (ICT) in day to-day functioning of the department in executing various strategic as well as law related issues apart from maintaining efficient traffic management and enforcement aspects. Transportation is an area that has tremendous scope for ICT implementation which has resulted in better management of traffic, ensuring safety and security on roads and prevention of road accidents, with the monitoring and regulation of flow of vehicles in a systematic manner. Anticipating growth in number of vehicles and serious problems in management of the traffic in Bangalore City, the City police have envisaged a Bangalore Traffic Improvement Plan which is popularly known as B-TRAC scheme. The scope of work covered two major areas of Traffic Policing – a) Enforcement of traffic rules b) Management of traffic The following sub-categories were identified under each area – a) Traffic Spot fining using handheld Blackberry devices. b) Payment of violation challans at Traffic Police Stations, Citizen Facilitation Centers and through Internet. Traffic Management a) Capturing of traffic data from field using Pan-tilt-zoom cameras, GPS devices over busses, mobile density tracked from telecom tower. Bangalore Traffic Police Page 3
    • Outstanding Performance in Citizen Centric Service Delivery b) Processing the data into credible information using specialized experts supported by tools. c) Implementing decisions based upon the available information using centralized traffic signal management application software. Fig : Vehicle Population in Bangalore City- 2012 Bangalore City Traffic Police realizes that ever increasing expectations of citizenscannot be met by increasing the manpower alone. That is why there is a need forparadigm shift from manual regulation to technology driven traffic management. Thecore philosophy behind innovation management plan is:  Creating a reliable real-time traffic information system.  Analyzing such information and utilizing the traffic intelligence thus generated for ensuring better traffic management and planning.  Disseminating such information to public in real time for enabling them to make informed choices on the roads.  Use of surveillance and enforcement cameras for evidence based-enforcement to record and issue tickets automatically.  Elimination of physical interaction between police and violator, fine can be paid over internet, bangaloreOne centers, any one of the traffic police stations or with any of the field officers.With various types of services being provided by Bangalore Traffic Police (BTP), andeach having different Information and Communication Tools (ICT) support needsconsolidated maintenance activities under one roof, hence created a help desk system tomonitor and support these services.Bangalore Traffic Police Page 4
    • Outstanding Performance in Citizen Centric Service Delivery2. Scope of Services/Activities Covered: (Extent of computerization in terms of number of services computerized, Extent to which steps in each service have been ICT- enabled) :  Violation recording Whenever any violation is observed on the field by any duty personnel, they will record it in Field Traffic Violation Report (FTVR) and take a photo of that vehicle and submit it to respective automation center at the police station. Also violations are recorded by using Surveillance camera, Enforcement camera, E-mail complaints, Facebook, IVRS and SMS Complaints at Traffic Management Center (TMC). Fig: FTVR notice  Notice Generation All those vehicles violation entered in Automation application, a notice under section 133 IMV Act is generated automatically from the database, the vehicle owner’s address is retrieved and is sent through post with the details of offence. Fig: 133 MV Act Notice and photo proof Bangalore Traffic Police Page 5
    • Outstanding Performance in Citizen Centric Service Delivery  On-line violation check: All those people who have received violation notice can view /check their violations through Bangalore Traffic Police web portal, BangaloreOne web portal and BTIS web portal. They can pay the fine online also. Fig: On-line violation check  Fine paying : For the easiness of the people, fine is received through different mode like online, public utility service center like BangaloreOne, any of the 39 traffic police stations or with field officers using handheld device to fine. Fig: Fine paid receiptBangalore Traffic Police Page 6
    • Outstanding Performance in Citizen Centric Service Delivery  Complaint receiving: Many times it so happens that people used to send us complaints through e-mail, facebook, by post and personally. The complaints which are received is thoroughly checked with available photograph and FTVR copy. If it is found correct, the notice will be compounded or cancelled, otherwise after due correction a fresh notice will be issued. Fig : Email complaint  Fine collection: The fine collection is done in either ways i.e., 1. In the form of spot fine as well as court fine 2. Against 133 notice Fig : Hand receipt (old) Printer receipt(current)Bangalore Traffic Police Page 7
    • Outstanding Performance in Citizen Centric Service Delivery  Citizen traffic forum: To have public say in day to day traffic affairs in traffic related matters, on 3rd Saturday of every month Citizen Traffic Forum (CTF) is held in all traffic police stations with public to discuss complaint/suggestion in their respective area. The action taken is being communicated to them, so has to have better traffic regulation and harmony in that area. Fig : Citizen Traffic Forum meeting3. Stakeholder Consultation : There were two phases of strategy of implementation which was adopted. The first level was to identify partners who would bring with them knowledge and expertise to create and deploy an information system which would help the department in achieving its objectives. The second level was to implement policies and procedures which would help in creating an impact of the technological implementation. A MoU was signed between Commissioner of Police and Managing Director, KRDCL on 09-08-2006 as per Govt. order HD 73 POP 2006 dated: 22-5-2006 – approving the proposal of DG & IGP to hand over the project to M/s. KRDCL and to enter into an MOU with them. The main role of the KRDCL was to support the BTP in technical expertise, choosing of vendor through competitive bidding, providing of continuous service and advise BTP on legal/financial matters. The idea of entering into partnership was developed owing to the following aspects; Bangalore Traffic Police Page 8
    • Outstanding Performance in Citizen Centric Service Delivery  ITS and signal deployment etc is not a core competence of the Police Department, since it is highly technical and required latest technical inputs and association of renowned experts.  KRDCL are into developing, maintaining and running of Road & Road Management projects.  Faster and timely utilization of funds.  Faster processing of proposals due to corporate environment.Tender Process: Whether it is hard ware or software, all installations and services are awarded throughcompetitive bidding. The tendering process involving the following components,  Invitation to tender  Pre/post qualifications  Bid bond  Receipt of tenders  Withdrawal of tender  Tender opening  Evaluation of tender  Recommendation for awarding/Approval  Letter of Award  Condition of award As the implementation of ICT tools needed advanced technological intricacies, thefollowing experts were roped in as per Government norms.  CMS : Overall technical/FMS support.  BEL : Signal Lights  BSNL : Connectivity  SCHNEIDER ELECTRIC : Surveillance Cameras  CISCO : Switches  IBM : Servers  MICROSOFT : Software  AIRTEL : Blackberry  TURBO : Enforcement Camera  MINDTREE : Video evidence  IMAGO SCREENS : Variable Messaging Signboard(VMS)Bangalore Traffic Police Page 9
    • Outstanding Performance in Citizen Centric Service Delivery4. Citizen centricity and relevance : The Traffic Police automation process although focused on internal automation and sophistication of processes leading to better traffic management, yet it had a significant component of service delivery. Citizens need to pay fines against violations recorded by Traffic Police systems and officers. Under a conventional system, citizens had to visit the nearest police station in order to pay their fines. These police stations were not inter connected with center server and no on-line data were available, which meant that the violator had to visit the same police station under which the violation was recorded. This meant great inconvenience since a driving vehicle may have violated rules under a traffic police station far from his place of residence, and he would have to travel to that place again for paying his fine. Usually citizens would have avoided taking such a pain to pay a paltry sum. The new service delivery model meant connecting all the police stations with a single database of violators so that citizen would be able to pay fines against violations at any police station. Another key feature was connecting this database with the citizen facilitation centers of the e-governance department. These swanky facilitation centers were named BangaloreOne centers and had presence at 70 plus locations of the city. This meant that citizens could pay fines at any one of these BangaloreOne centers thus avoiding visits to police stations. What it meant was “anywhere services” since citizens had a choice of paying fines at 90 locations (50 BangaloreOne centers and 40 Traffic Police Stations) within the city, irrespective of the fact that the violation may have been committed in a different location of the city. The department took the principle of “Anywhere Services” to the next level when citizens got an option of paying their fines with the cop standing on the road. Under this model a traffic officer connected with a central database using a blackberry device and a printer could in real-time verify the pending violation against a violator and collect his payment and generate a receipt. Once “anywhere services” were achieved, the next objective was to achieve “anytime services”, this was achieved by providing the violation payment feature through the Traffic Police Department’s Internet Website. Citizens now had the facility of paying violations using their credit cards and debit cards. Another key aspect of the service delivery model was online grievance redressal system. Citizens could now connect with department for reporting the following – i. Harassment in the hands of department officials. ii. Traffic related problem. iii. Wrong violation notice. iv. Asking for violation proof. Department officials would work on complaints, submit status report or forward it to appropriate authority for further action online in a workflow. Bangalore Traffic Police Page 10
    • Outstanding Performance in Citizen Centric Service Delivery Fig: Public complaint handling systemEfficiency Enhancement: The initiative started yielding results from the first day itself. The changes and the impactwere dramatic and exceeded the expectations of the department. Here it is essential to state thatthe objective of the entire exercise was not to increase the revenue collections but to enhance thequality of traffic enforcement & traffic management by ensuring that violations are recorded andviolators are penalized as well as Traffic accidents are reduced.Traffic enforcement primarily had two objectives in focus, namely, 1. Stopping pilferage of fine amount. 2. Bringing in more discipline on the roads by instilling fear of law within the minds of violators.Bangalore Traffic Police Page 11
    • Outstanding Performance in Citizen Centric Service Delivery Fig: Interactive Platform with BangaloreOne5. User Convenience : People can pay their fine in their convenient time and place.They can make use of our 40 automation centres, or around 70 BangaloreOne multi utility centres or with our 650 field officers,having hand held device to raise violation and issue receipt on-line. Fig : Counter at the BangaloreOne center Bangalore Traffic Police Page 12
    • Outstanding Performance in Citizen Centric Service Delivery6. Cost to user : No extra cost to the user will be incurred by the citizen if he wants to pay the fine amount for a traffic violation if he is paying the amount in person to the traffic officer who inturn will issue receipt for the same. Even if the citizen is paying the fine amount in the traffic police station or any one of the BangaloreOne centers. However, if someone is paying the fine amount online using debit or credit cards then normal service charge is applicable. Fig : Online portal to pay fine7. Citizen Charter : Citizen’s Charter is a document which represents a systematic effort to focus on the commitment of the Organization towards its Citizens in respects of Standard of Services, Information, Choice and Consultation, Non-discrimination and Accessibility, Grievance Redressal, courtesy and value for money. This also includes expectations of the Organization from the Citizen for fulfilling the commitment of the Organization.  Making administration accountable and citizen friendly.  Ensuring transparency and the right to information.  Taking measures to cleanse and motivate public service.  Adopting a stakeholder approach and outsourcing where ever necessary.  Saving time of both public and the police. Bangalore Traffic Police Page 13
    • Outstanding Performance in Citizen Centric Service Delivery8. Adherence to Service Level Agreement (SLA) : In tender itself the SLA terms and conditions are clearly defined.Every individual stake holder was convinced the way in which he has to tender services till the completion.The SLA conditions were documented and strictly adhered by stake holders/ service providers.The conflicts were resolved after a through meeting of majority of the members,thus adherence to the terms and conditions are ensured.If any short fall in the SLA, then penalty charges on the services will be enforced.9. Problem Resolution and Query Handling : The query handling was effectively done by BTP, by following important methods like:--  Single window: Any traffic related issues can be reported by general public just by dialing 103. The personnel manning this will work 24x7. They will forward the issues to the concerned jurisdictional officer. Fig: Traffic Helpline number Bangalore Traffic Police Page 14
    • Outstanding Performance in Citizen Centric Service Delivery  Help Desk: This Help Desk is located in traffic management center. This is exclusively used by traffic police men to report technical snags in signal light / camera / connectivity / blackberry .etc., Fig: Helpdesk  Interactive Web-site: This dynamic website has all the information like junction signal light timings,enforcement and accident details,notification, complaint/suggestions including FAQs. Fig: BTP web portalBangalore Traffic Police Page 15
    • Outstanding Performance in Citizen Centric Service Delivery  E-mail: Complaints by the public are addressed through email, thus enhancing paper free environment and also reduces the risk of travelling to a police station for the redressal of his grievances. Fig: Email complaint  Alert SMS: BTP has the facility to send SMS to its subscribers regarding traffic congestionand any incident requires information dissemination. Fig: SMS AlertBangalore Traffic Police Page 16
    • Outstanding Performance in Citizen Centric Service Delivery  IVRS & SMS system: For reporting Auto Rickshaw violations like refusal to go for hire or demandingmore an exclusive phone number is created to help the public to report the incidence andalso they can send SMS. Violation will be raised based upon their complaints. Fig : IVRS Complaint recording portal Fig : SMS Complaint recording portal  Variable Message Signs (VMS): To disseminate the traffic related problems like, procession, diversion or closureof some roads to the public, so that people can avoid that stretch of road. Fig: Variable Message SignsBangalore Traffic Police Page 17
    • Outstanding Performance in Citizen Centric Service Delivery  facebook: Social media like facebook is also been opened to know the public reaction and problems on the street. Fig: facebook Our customers are road users. Their contacts are made and maintained at all levels by various institutionalized processes – 1. As members of local area management Committee 2. Public forum committee members 3. Traffic advisory committee members 4. Face book users 5. G-mail and other email users 6. Cell phone users who have registered with us for traffic up dates 7. Newspaper and media feedback and comment. 8. The innovative practices in urban transport management, which are proved to be working well elsewhere in the country/foreign cities, were also experimented on pilot project basis and those which found suitable were adopted. 9. A constant watch was kept on various International / National magazines / symposia / deliberations to identify recent advances and improvements in urban traffic scenario.10.Privacy & Security Policy : We collect no personal information about you unless you choose to provide that information to us. We do not give, share, sell, or transfer any personal information to a third party. Bangalore Traffic Police Page 18
    • Outstanding Performance in Citizen Centric Service Delivery For online fine payment we are using ssl certified website. HTTPS is a URI scheme which has identical syntax to the standard HTTP scheme, aside from its scheme token. However, HTTPS signals the browser to use an added encryption layer of SSL/TLS to protect the traffic. SSL is especially suited for HTTP since it can provide some protection even if only one side of the communication is authenticated. This is the case with HTTP transactions over the Internet, where typically only the server is authenticated (by the client examining the servers certificate). The main idea of HTTPS is to create a secure channel over an insecure network. This ensures reasonable protection from eavesdroppers and man-in-the-middle attacks, provided that adequate cipher suites are used and that the server certificate is verified and trusted.11.Innovation : Integration between multiple departments – Transport department and Traffic Police integration is one of the path breaking initiative within the state government. It had two major impact, one that in order to get integrated the Transport department had to upgrade its IT systems and digitize its databases. Second it ensured that integration resulted in greater amount of accuracy in data exchanges which caused correct people getting the notices which reduced the amount of harassment a citizen had to undergo because notices were delivered at wrong addresses.  Traffic Police and e-governance department integration resulted in utilization of shared IT infrastructure of the state. The initiative banked upon resources such as State Data Center (SDC) for deploying its centralized IT infrastructure and citizen facilitation centers such as BangaloreOne for delivery of services. Online delivery of services and workflow driven grievance redressal – With online portal of the department becoming active, citizens had a channel to do the following –  Check for pending violation notices against their vehicle.  Pay their pending violation notices online.  Connect with department for reporting the following – a. Harassment in the hands of department officials. b. Traffic related problem.  Department officials could work on complaints, submit status report or forward it to appropriate authority for further action online in a workflow. The Traffic Police automation process although focused on internal automation and sophistication of processes leading to better traffic management, yet it had significant component of service delivery to the public. Citizens need to pay fines against violations recorded by Traffic Police systems and officers. Under a conventional system, citizens had to visit the nearest police station in order to Bangalore Traffic Police Page 19
    • Outstanding Performance in Citizen Centric Service Deliverypay their fines. These police stations were not connected which meant that the violator had tovisit the same police station under which the violation was recorded. This meant greatinconvenience since a driving vehicle may have violated rules under a traffic police station farfrom his place of residence, and he would have to travel to that place again for paying his fine.Usually citizens would have avoided taking such a pain to pay a paltry sum. The new service delivery model meant connecting all the police stations with a singledatabase of violators so that citizen would be able to pay fines against violations at any policestation. Another key feature was connecting this database with the citizen facilitation centres ofthe e-governance department. These swanky facilitation centres were named BangaloreOnecentres and had presence at 50 plus locations of the city. This meant that citizens couldpay fines at any one of these BangaloreOne centres thus avoiding visits to police stations.What it meant was “anywhere services” since citizens had a choice of paying fines at 90locations (50 BangaloreOne centres and 40 Traffic Police Stations) within the city, irrespectiveof the fact that the violation may have been committed in a different location of the city. Fig : Payments made by Citizens through various mode The department took the principle of “Anywhere Services” to the next level where incitizens got an option of paying their fines with the cop standing on the road. Under this model atraffic officer connected with a central database using a blackberry device and a printer could inreal‐time verify the pending violation against a violator and collect his payment and generate areceipt. The “anywhere services” were scaled up to the next objective “anytime services”, thiswas achieved by providing the violation payment feature through the Traffic PoliceBangalore Traffic Police Page 20
    • Outstanding Performance in Citizen Centric Service DeliveryDepartment’s Internet Website. Citizens now had the facility of paying violations using theircredit cards and debit cards. Another key aspect of the service delivery model was online grievance redressal systemusing email and facebook. Citizens could now connect with department for reporting thefollowing –  Harassment in the hands of department officials.  Traffic related problem.12.E-Inclusion :Transparency in enforcement of traffic rules : Replacing the paper based challan system with the Blackberry based challan and receiptgeneration system. This avoided revenue pilferage at spot fining and collection. Fig: No of cases booked against violators Fig: fine amount collectedBangalore Traffic Police Page 21
    • Outstanding Performance in Citizen Centric Service Delivery Fig : Increase in public use of BangaloreOne Center13.Sustainability : Whether it is use of technology in traffic signaling or enforcement, the technology usedin the system has proved over the years that it is robust and stabilized to give the good result. Thestatistics given below clearly suggests that implementation of this technology is highly sustainedand given quick dividends against the IT investment of the department. The ICT tools used by Bangalore Traffic Police have become handy for the trafficmanagers, point to the success of technology in such niche area of Governance. The key successindicator is the fact that within two years after the roll out of the blackberry experiment thetraffic police department of Bangalore scaled up the usage of these devices to all the levels andstopped the practice of issuing manual challans. As the BTP has got very good trainers who are capable of inculcating both theoreticaland practical knowledge regarding the traffic management, all the trainees are made to learndiverse issues pertaining to urban traffic management. This apart, highly state of the art teachingroom with modern teaching tools has enhanced the performance of the trainees. The staff of traffic training institute are sent to various training institutes across India tolearn more things and in turn disseminate the knowledge gained as such. An integrated HRstrategy to achieve road traffic management and also investigation of accident cases is in place.HR department clearly articulate the employee value position and its linkage to broader goals. After the training the trainees have demonstrated various skills reloaded with effectivetraffic management and investigation traffic accidents.Bangalore Traffic Police Page 22
    • Outstanding Performance in Citizen Centric Service Delivery New innovations in managing traffic have been brought in place for the purpose ofeffectively managing substantial change agenda. A detailed discussion of the senior officers withthe subordinates and sending of memos and holding reorientation classes for the already trainedofficials will enhance the skill and capacity and thereby enhancing managerial skills of trafficcops. Fig: Revenue generated14.Number of users and services : Bangalore Traffic Police’s effort in helping the citizen to have easy access in many fieldsviz., paying of traffic violation fine, traffic updation, reporting of complaints through multiplemodes and dynamic web site giving information regarding traffic situation in Bangalore city. The usage of BTP’s web site has grown enormously due to its frequent updation andsharing of all events and traffic information. The social web page “face book” has becomepublic platform for its followers to post their views, grievances, suggestions and complaints. Themessages on VMS helped many road users in taking right decisions during congestion anddiversion.The alert SMS system has helped many road users by getting the real time trafficcongestion.Bangalore Traffic Police Page 23
    • Outstanding Performance in Citizen Centric Service Delivery Fig: Visitors of BTP web site Fig: Overview of BTP facebook pageBangalore Traffic Police Page 24
    • Outstanding Performance in Citizen Centric Service Delivery Fig: Reach of BTP facebook Fig: Subscribers of BTP SMS serviceBangalore Traffic Police Page 25
    • Outstanding Performance in Citizen Centric Service DeliveryBangalore Traffic Police Page 26