Cloud Telephony and IVRS based
Daily Monitoring System:
A Revolutionary Approach
for Monitoring Government Programmes
Presentation by
Sudhanshu Tripathi
Special Secretary, Govt. of U.P.
stripathi_99@yahoo.com , Ph +91 94150 14378
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Issues in Monitoring of Govt. Programs
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Huge spread of govt. programs in recent years eg MDM,
MNREGA, SSA, NRHM, ICDS etc. through PRIs
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Bogus/ inflated/ advanced Reporting
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Hierarchical information flow
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Different information for higher ups and people because of
unavailability of reports in Public domain
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Delayed reporting
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Data at source not available at all levels
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Technological Developments in Last Few years
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Web-mobile interface technologies
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Enhanced mobile penetration esp. in rural areas
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Vernacular text to speech technology
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Cluster based cloud telephony
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Cloud Computing Platform with SIP Service Delivery Model
Above developments provided opportunity before Mid-day Meal
Scheme for initiating a real-time monitoring system for effective
and efficient monitoring
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Mid-day Meal (MDM): The Scheme
• A GoI scheme for providing cooked meal to
children studying in schools
• Implemented in U.P. with the combined efforts of
Central & State Govt. since Sep 2004
• Scheme implemented by Panchayats
– Total no. of schools: 1.69 lac
– Total no. of schools serving MDM: 1.65 lac
– Students enrolled as per AWP: 198 lac
– PAB approval for availing nos.: 122 lac (62%)
– 2014-15 Plan approval: Rs. 1799.76 crore
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MDMS: Problems in Conventional Info - Flow
• Spatial problem: School-wise report not available at
the district/ state level
• Temporal problem: The time lag in data flow leading
to
– Scope for data manipulation
– Chances of excess physical/financial reporting
– Delay in remedial action
– Efficacy of the system jeopardized
– Defaulting schools’ info in next month only
• Monitoring Problem: Physical inspection presently
based on random selection - not on exception basis
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Prerequisites of DMS
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Peculiar nature of MDMS
Data to come directly from school
A system based on computer-mobile interface
A completely toll-free model
A model that could run on lowest end mobile
A turn-key solution
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DMS: A New Tool of Monitoring
• Philosophy behind the concept
– Making School as the basic unit for information flow &
monitoring rather than district
– Real time data collection and MIS
– Bridging gaps in monitoring
• A complete System of Data collection, MIS & DSS
on Auto-Pilot mode
• Gives grass-root data at apex level & facilitates in
Monitoring & pinpointed Intervention
• Successfully implemented since Jun’10.
• At present covers about 1.65 lac schools
– Tracks number of students actually fed daily
– Tracks number of schools not serving meals
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Innovation: ICT Led Initiative
• Everyday, after MDM is served in schools Interactive Voice Response
(IVR) calls placed to teachers’ mobile
• Teachers reply by keying-in the number of students availing MDM on
that day
• In case meal could not be served in a school, the teacher keys-in zero
• In case one misses out replying to the IVR call, one needs to give a
missed call to the same no.
• The System to call back on its own within 5 minutes of missed call
• Data gets appended & real-time MIS for all schools generated on web
• Provisions made for system enabled registration of new ph
number/leave/transfer/retirement of the teacher & holidays
• Helpline/ Toll free No. 1800 1800 666 for info & data pulling
• Hardcopy of info provided daily by the schools through IVRS to be
verified monthly by the headmaster in monthly meeting
• MIS available on www.upmdm.in
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Flow Model: Conventional System
QPR/ U.C
GOI
Monitoring based on QPR and random selection
MDM Authority
UP Govt.
Budget
Districts – BSA/ DM.
Division – Asst Director
Block -ABSA
Availing numbers
Through MPR
Foodgrain consumed
Cooking cost spent
School
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The Re-engineered Process
OBD (Out Bound Dialling)
OBDD
MIS Application
& DSS
Virtual
Number /
Server
Information
through IVR
tthrough IVR
Acknowledgement
Internet
School
Mid Day Meal Functionaries at
Block/ District/ Division / State
levels/ GOI
- Registration
- Daily Attendance
- Confirmation
Monitoring by Exception
MIS Reports / Exception Reports
etc of all schools are available here
for decision making at different
levels
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Challenges faced in Implementation
Operational Challenges
• An unknown territory
• Mode of operation
• Teachers’ database
• How to orient teachers
• How to motivate teachers
• Sustainability
• Intervention for schools
not serving MDM
• How to ensure
compliance by Teachers
Solution
• DPR developed
• Project assigned on Turn-key basis
• Mobile no. of about 4.5 lac headmasters, Asst. Teachers, Shiksha Mitras
collected
• Design, Publish & Distribute
Operational Manual to teachers
• Online demo/ training in about 900
blocks & town area
• Teachers association taken into
confidence
• Thru local/ administrative support
• Logins to Commissioners/ DMs/
CDOs/BSAs/ BEOs & Alerts/Auto-emails
• G.O. Issued by the State Govt. making
it
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mandatory for Teachers to give info.
Challenges faced in Implementation
System Design Challenges
• Data ‘push’ vs data ‘pull’
• How to ‘pull’ data from
teachers
• Huge no. of schools
• How to cover so many
schools by evening
• How to ensure that for
providing data through
teachers’ own mobile, no
expenses are involved!
Solution
• Data ‘pull’ methodology for
data collection
• Outbound Dialing thru Cloud
Telephony , cloud computing
IVRS, Hindi text to speech,
Internet
• Codify 1.52 lac (2010) schools
• PRI lines
• Toll-free model, system of
missed call/ call rotation/ call
escalation
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Success & Impact
Jun 2010
No. of Schools data No. of schools meal
received from
was not served
33,067
11, 771
Percentage
35 %
Jul-Sep, 2010
1,00,519
28,284
28%
Apr-Jun, 2011
1,36,519
18,180
13%
Apr-Jun, 2012
1,46,234
10,863
7%
Sep-Oct, 2012
1,45,260
9,577
6.5%
Apr-Jun 2013
1,39,722
7,118
5%
Aug-Sep, 2013
1,47,416
5,370
3.6%
Sep-Oct, 2014
1,49,719
5,479
3.65%
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Impact on Stakeholders
Stakeholder 1:
(School Children)
• Number of defaulting schools came down from 35 % in JunJul’10 to 7 % in Apr-Jun’12 and 3.6% in Sep-Oct’14.
• …Means meals to the otherwise deprived school- children
Stakeholder 2:
• Identification of problem area on real time basis means
(Monitoring agency
Immediate corrective measures
i.e. Govt. MDMA,
• Monitoring based on exception reports
Division & Districts))
• Divisional offices’ role change: From mere post-office to
proactive monitors
• Objective input for policy intervention
• Transparency and accountability of data ensured
• Checking of leakages and saving of scarce resources
• Replicability of the same concept for other schemes
Stakeholder 3:
(Society)
• Assimilation of teachers in the decision-making process
• Involvement of School Management Committee (SMC) in the
DMS would ensure concurrent social audit
• Community ownership of the MDM Scheme
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Teacher detail who has given Data
System Generated Daily SMS Formats
Awards and Recognitions
• National Gold Award for e-Governance in 201112 for Innovative Technology
• NASSCOM Social Innovation Honours 2013 &
UNICEF Recognition for ‘Innovation for Children’
• ASSOCHAM Award for Excellence in Education
2013
• Manthan Award South Asia & Asia Pacific 2012
• India Digital Awards 2012 by IAMAI
• mBillionth South Asia Awards 2011
• Special Recognition in Vodafone Mobiles for
Good Awards 2011
• Shortlisted by Public Affairs Asia for the Yahoo!
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Internet for Good Award 2014
Evaluation of the System
• By UNICEF
• By IIM Lucknow
• By eminent jury in different awards & recognitions
received by the System
• GOI produced a documentary on DMS for being
shown in academies, Training institutions &
Community
• GOI got a case study written for being used for
probationers in National & State Academies
• CIPS’ (Centre for Innovations in Public System)
efforts for replicating this model
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Replicability/ Scalability/ Sustainability
Any scheme warranting real time data collection can
be monitored through it where monitorable
parameters <= 3 e.g. MNREGA, ICDS, Elections etc
► Replicated in U.P. in ICDS and for Text Book, Dress
Distribution in SSA and WASH Programme of UNICEF
► The same system affords itself for SMS alerts and voice
broadcasting to a large user group
► Scalable both in terms of Size as well as Performance
► Sustainability through local/ administrative and
Teachers’ support – A major factor responsible for the
System’s success
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Future Path
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MDMS Essentials: Regularity, Quality, Quantity
Regularity Ensured thru DMS
Quality and Quantity monitoring can be done
Monitoring Attendance of Teachers in schools
Posting of Teachers on basis of availing nos.
Monitor Reasons of default so as to arrive at
systemic nature of problem
• Monitor Payment of Honorarium to Cooks
• Engagement of Cook on basis of availing nos.
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Future Path…
• Focus on Regional status of problems and
need of intervention
• DMS: from a tool of monitoring to an
objective tool of planning
• Activity Monitoring being introduced
– Usage pattern and statistics on the use of each of
the Analytics in the platform by the concerned
officials at district and block level.
– This would help the Contact Center of the project
to get in touch with officials on very specific
actions to be taken by them for use of the system 22
Thanks…
www.upmdm.in
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