The client: Moradabad Smart City Ltd. (MSCL)
The Challenge
The city administration aimed to enhance citizen services, optimize resource management, and ensure sustainable development through technological innovations. They wanted to improve communication between government administrators and citizens by building an interactive web portal to disseminate information and submit grievances, and dedicated citizen service helpdesk which will operate 24x7. ERP was also implemented in MSCL to keep the Municipality and Departments to operate in swift manner and quick decision making. The ERP was envisioned to make the office as paperless as possible by bringing in state of the art technology and digitalizing processes.
The Solution
Gemini Consulting & Services built a comprehensive digital solution that included a dynamic web portal, a hybrid mobile app, and an open-source ERP system. It integrated enterprise GIS, ITMS, Wi-Fi, data analytics, and Automatic Number Plate Recognition (ANPR). The bilingual (English and Hindi) web portal and mobile app were designed to be user-friendly, accessible on both iOS and Android devices, and equipped with an AI-based chatbot to address citizen queries in real-time. The ERP system built using Laravel, an open-source PHP framework, provides capabilities for Financial Management and Human Resource Management (HRM).
Key Functionalities
Efficient Traffic Management: A comprehensive digital solution for the transport enforcement wing and traffic police, delivered through a mobile application and a web portal.
Real-Time Data: The system captures all challan information collected by field officers using mobile devices at the time of violation. This captured information is synced to a centralized server.
Common Infrastructure Management: Services such as event booking, parks and common space management, event ticketing, waste management and recycling and water management are streamlined for efficient resource allocation and environmental sustainability.
Citizen-Centric Services: Utility bill payments, tax payments, issuance of birth and death certificates, and grievance redressal were made accessible through the platform, enhancing citizen convenience.
Information Dissemination: The solution allows users to view departmental service information displayed on the web portal. It includes lists of important tourist destinations in the city, route maps, modes of transportation, job listings, police and fire safety contacts. Additionally, citizens can access various services like blood banks, ambulance services, and women and child helplines through the web portal.
Chatbot: Common services such as basic query answering, form submission, and complaint registration are easily accessible to the public via IVR (Voice & Mobile) and chatbot applications.
ICCC Integration: The web portal developed by MSI is integrated with the Integrated Command and Control Centre (ICCC). E-Governance brief dashboards are displayed on the ICCC platform.
MIS Report Generation: The web portal generates MIS reports as per requirements. These reports assist management in making quick decisions based on accurate information.
Easy Access: The web portal is accessible to users/citizens via both a mobile application and web browsers. It is optimized for mobile browsers and the mobile app is available on platforms like Google Play Store and Apple App Store.
User Management & Security: The web portal is accessed by citizens, and efficient management of user access rights and verification of credentials ensures security.
Reporting Functions: The web portal facilitates simple and readable reporting functions for official authorities to review audit trails of transactions within the system.
- Improved Operational Efficiency: The web portal streamlines traffic management and enforcement operations through real-time data capture and synchronization. This efficiency reduces manual paperwork, minimizes errors, and ensures faster processing of violations. Consequently, the enforcement team can handle more cases efficiently, leading to enhanced overall operational productivity.
- Enhanced Decision Making: The MIS reports generated by the web portal provide accurate and timely insights into traffic violations, service usage patterns, and resource allocation. This data-driven approach allows management to make informed decisions swiftly, improving overall governance and service delivery.
- Increased Citizen Engagement: The web portal serves as a comprehensive platform for information dissemination and service access, including tourist information, emergency services, and civic amenities. This accessibility fosters greater citizen engagement and satisfaction, as residents can easily find and utilize essential services and information through a user-friendly interface.
- Integrated Governance: Integration with the Integrated Command and Control Centre (ICCC) ensures seamless coordination and collaboration across various departments and agencies. This integration enhances overall governance capabilities by providing a unified platform for monitoring and managing city-wide operations and emergencies.
- Cost Savings and Sustainability: The common infrastructure management features of the web portal optimize resource allocation for services like event booking, waste management, and water management. This optimization not only reduces operational costs but also promotes environmental sustainability by minimizing resource wastage and enhancing efficiency in service delivery.
The implementation of the web portal, mobile app provided a user-friendly platform for citizens to access services and engage with the city administration. The AI-based chatbot enhanced citizen engagement and communication. The ERP system improved efficiency in resource management, contributing to the city's overall development and growth. Collectively, these functionalities contribute to improving city management, citizen satisfaction, and operational effectiveness.
