Digital Services and Payment Project

1. Websites Portal

Web portal act as key delivery channels for extending static as well as dynamic content, interactive services, and transactions to its audience. Pune attracts international tourists, students, migratory working population every year. Web portal is online and accessible 24 hours a day, every day of the year. Citizens , customers and potential customers can visit website for support or information about citizen’s information and services whenever it is convenient for them. Web Portal and websites are first touch point for external stakeholder like investors, tourists, students, citizens.

Web portals for various entities (Pune City, PMC, PSCDCL, Smart governance portal) will be launched and  revamped by PMC, PSCDCL to address the information asymmetry by delivering relevant and consumable content to its citizens. It will focus more on providing citizen-centric content which can be customized depending upon the users’ profile.

Pune City needs following portals:

  1. City Portal: To deliver city specific updates and information in consumable format and device.
  2. PMC Portal : To deliver information and services extended by city administration to its stakeholders
  3. Pune Smart City Portal: To disseminate updates and information about Smart City Projects under implementation in Pune City.

Portals will offer various functionalities for various stakeholders:

  • Information on government policies, flagship projects, detailed project reports and circulars etc.
  • Online Services and Content
  • Collaboration Platform for citizens and businesses
  • Listing of upcoming events and happenings within city.

Illustration: Neha’s colleague, Nupur has recently shifted to Pune. Unaware of OMC civic services offering, Neha introduces Nupur to PMC’s website, helping her to access all services at one stop.

2. Mobile Applications

Pune Municipal Corporation launched Android and iOS mobile app (Pune Connect) in Dec 2015 to allow citizens to log and track grievances, track services, pay and view property and water tax bills. PMC till date has collected more than 8 Cr of tax collection since 1st April 2017 through mobile app.

City also launched various mobile applications Officer Connect, STP Mobile App , PMC CARE app and City app store in 2016. PMC officers are equipped with a mobile application which will help in tracking the grievances and ensure quick turnaround time. 

As a part of mGovernance strategy, a dedicated citizen mobile application (Pune Connect) will be developed which will provide quick access to all services (transactional, informational and grievance logging) and city updates.

City App will be able to push notifications to citizen based on his or her preference stored in CRM about traffic, transport, services, emergency etc. It will facilitate polling, suggestions and feedback of public works. App will also be integrated with Smart City Projects like Wi-Fi,Environment Sensors,ITMS,Adaptive Traffic,Bicycle Sharing etc.

Citizens will have an option to share information on social media channels (WhatsApp, Facebook and Twitter).

City App Store will endorse and host the mobile applications relevant to citizens to address the city needs and requirements.

Illustration: While on her way to drop her daughter to school, Neha witnesses a lot of pot holes due to incessant rains. She decides to lodge a grievance using Pune Connect app. After lodging the grievance, she gets an acknowledgement and is able to track the grievance at every step.

3. Services

Digital citizen services will be provided in the two functional areas:

a) Informational services

This would include dissemination of general information, emergency alerts and health & safety information.

b) Transactional services

Scope of these services will include payment of taxes (octroy and property tax), booking appointments for inspections, license and certificate requests.

These services will be extended through various delivery channels like web portals, mobile applications, kiosks, call center etc.

Illustration: Neha need not worry about standing in long queue to pay property taxes. She can pay them online via website or the app at her convenience.

4. Cashless Payment Channels

Emphasis will be laid on creation of multiple cashless payment channels like PMC website, PuneConnect App, Electronic Bill Presentment and Payment system, Instapay service, UPI, BHIM, third party payment websites like paytm, BillDesk, nearby retail stores using MI card, agents based doorstep collection, missed call based payment system.

Focus will be on building up programs and campaigns around the cashless channels. This would include interactive chat options on the PMC website to provide personalized assistance and address citizen queries, interactive videos for its citizens to understand the transaction flow across various channels and how the upcoming payment instruments can be used, analytics based promotional campaigns across various social media channels, distribution of reference guides at physical centers to promote digital collection methods, social media usage to spread awareness through cashbacks, discounts and other promotional incentives, reminders regarding tax dues, penalty charges etc. on physical bill statements, SMS, online accounts and financial incentives to encourage citizens to use the digital payment options.

Illustration: In the wake of demonetization, Neha’s maid Sheela wants to adopt digital currency and seeks help from Neha. She then logs in her Pune Connect app and checks for nearest centers for digital inclusion. At the center, she is ably guided and receives step-by-step instructions on how to facilitate digital payments.

5. City Dashboard

Various Smart City projects will lead to generation of massive operational data from different systems like Network of Smart Elements, IoT Sensors, Street Light, Water Supply, STP and Storm Water, Adaptive Traffic, Grievance Management, Solid Waste Management System on daily basis. In order to monitor the operations, city aims to use business intelligence to promote data centric decision.

Pune dashboard will be developed and deployed to provide insights to various stakeholders in city. It will have the capability to generate various quantitative and non-quantitative data analysis from the data captured through transactions, sensors and services.

Analytical dashboard will present insights from volume of data collected over time to facilitate real time decision and policy making. Operational dashboards will provide measurement of KPIs to monitor the performance of different departments.

Illustration: With City Dashboard, Neha is able to gauge the efficiency of the civic body.

6. Direct Benefit Transfer

Payments under different citizen benefit schemes like educational scholarships, pensions and welfare benefits will be facilitated to citizens by utilization of Aadhaar database for personal identification and authentication for targeted delivery. This will reduce the administrative overhead and eliminate the need to carry physical documents for verification. PMC intends to implement Direct Benefit Transfer delivery system to reduce the human touch points involved in benefit delivery process for all direct cash transfers and also In-kind benefit transfers. There are a total of 105 schemes identified out of which 22 schemes will be part of Phase 1 project and shall be implemented by 1st week of June. All the remaining schemes will be implemented by December 2017 in a phase by phase manner.  

Illustration: No more will Neha's grandfather have to stand in long lines for his health cover. With DBT, the money will find its way into the bank account at the end of every year, saving on time and improving transparency.