PT Implementation Guide
Section 1: Executive Summary
Overview of the Product
The computerized and automatic Property Tax system offered by eGov, facilitates citizens who seek to pay their Property Tax within any Urban Local Body with a transparent, speedy, hassle-free and user-friendly procedure. Property Tax (PT) is one of the components of a smart city that has the capability of providing the highest revenue of a state. Keeping in mind the benefits associated with the product offered, the proposed system is about to be implemented in 500+ ULBs across the country in 15 states. (For details on product features refer to Section-2)
Implementation Methodology for PT
For the offered product, the implementation process can be divided into seven major distinctive stages. Each stage has predefined entry and exit criteria, roles & responsibilities to assure objective monitoring and decision-making for the overall success of the engagement. The whole implementation lifecycle is typical of 38-42 weeks for the State, keeping in mind the entry, and exit criteria defined at the beginning and end of each stage are met on time recommended.
Stage Zero-program setup and onboarding is a pre-requisite for the initiative to kick off and requires setup of the governance model, implementation Team and decision regarding other significant elements of the initiative like funding and procurement process. Stage One requires scoping of the initiative and decisions on the priorities for implementation by the State Implementation Team.
Stage Two - the State Team works on identifying and finding solutions to the significant gaps in the product offered with respect to the need of the State. Stage Three - involves the Configuration and customization of the product offered. This involves working on various aspects of State-specific needs and incorporating them into the product offered.
Stage Four - is about doing a pilot launch in UAT and including all the necessary feedback on the product. Stage Five - the roll-out of the product is done at the State level (Go Live) from a couple of ULBs to pan State coverage in batches. Finally, in stage 6 sustenance and ongoing improvements are worked upon while the product is already functioning in the State. (For details on the implementation plan refer to Section 3)
Critical Success Factors For Implementation
Implementation of Property Tax (PT) requires meticulous planning and close coordination between various stakeholders at the centre and State levels. The success of the initiative is dependent upon many factors like strong Program governance, availability of trained resources, financial planning, targeted Implementation Team onboarding, focus on last-mile capacity building and ensuring necessary support to the Urban centre. Achievement of all these factors will provide the most effective and efficient roll-out and adoption of the Property Tax System in the State.
Section 2: Property Tax (PT) Product - Overview
The Property Tax System(PT) provides a digital interface to make property assessments, pay property tax, generate payment receipts and monitor tax collection. It can be used by the citizens, Urban Local Body (ULB) counter and field employees and ULB Administrators to accomplish their specific tasks. It is available as a mobile and web-based application. The PT product features can be broadly classified as the following modules:
Registration, Login and Creation of User Profile
Filling an Assessment for a Property
Searching for a Property
Modifications to a Property
Generate Demand Notice
Payments collection and Receipts
Dashboards and Reports
General Features
Module 1: Registration, Login and Creation of User Profile
This module provides enables the following capabilities
OTP Based Login for Citizens via Web/Mobile App
OTP Based Login for Employees via Web/Mobile App
Provision for language selection during first-time registration for both Employees and citizens
Provision of creating a personalized Profile for Citizens and employees on the Web App
Login Credentials for various hierarchies of employees
Role-based access for performing different actions relating to property tax modules
Module 2: Filing an Assessment for a Property
With this feature, a citizen and employee can perform a self-assessment of a new property for a financial year. This feature helps in registering the property in the system. The details of the property can be entered online and can be assessed for the calculation of the taxes. The PT Product is designed in a user-friendly manner and reduces the chances of error. The system calculates the tax automatically and creates the demand. If a user wants to reassess his property due to any reason (for eg, incorrect data, change in property etc), it can be done by editing the details of the last assessment. Employees can edit the details of the last assessment, on behalf of the citizen based on the owner’s input. A citizen can track down the status of the incomplete assessment. Any incomplete assessment can be searched and completed.
This module provides enables the following capabilities:
Citizen/CSC can Assess New Property (By Different Financial Years).
Citizen/CSC can capture Addresses, Assessment, and Owner information for all types of properties like residential houses, flats and commercial buildings.
Sample Details captured:
Door Number,
Mutation number,
Number of floors,
Area covered,
Owner and co-owner,
Mailing & permanent address,
Built year
Individual room measurements
The system computes the property taxes automatically as per the process and rules of the state.
The system has a facility to make entries in the system by inspector after a site visit and assessment of the same by the superintendent.
The system supports the dynamic calculation for late fees, interest, rebates, etc. as on the day of demand generation.
The system fetches the data of the previous year's property data while e-filing for the current year so that all the dues are calculated.
The system assigns a unique property ID based on the process defined in the ULBs.
Citizen/CSC: View/Print Summary of Filled Form
Assessment Form
The assessment form is also sent by email to citizen
Upload Documents
Ownership/Title related
ID Proof
Any other statutory documents
Module 3: Searching for a Property
Citizens or Employees can track down the status of their incomplete assessment. Any incomplete assessment can be searched and completed.
This module provides the following capabilities:
Citizens/CSC can search for Property by
Mobile No,
City,
Property Tax Unique ID
Citizens/ CSC can view Incomplete Assessments
Citizen/CSC can reassess Searched Property
View Property Details and pending dues
Module 4: Modifications to a Property
The PT system provides the ability to capture mutation and transfer of ownership. It reduces interfaces between the user and the State and thus promotes greater transparency. It also helps in reducing the time taken for mutation after registration. The system provides the ability for alteration of assessment after verification and inspection.
Any structural changes like addition/extension/reduction of existing built-up area or construction type OR utility changes like usage or occupancy have an impact on the increase/decrease in a property tax demand. These changes can be handled by the ‘Additional/Alteration of Assessment’ feature. The System provides the ability for bifurcation/ amalgamation of property. The property bifurcation/ amalgamation undergoes an approval process. The parent property needs to be modified accordingly, which can be done in the system.
This module provides the following capabilities:
Mutation of property and change of ownership details
Capture Extension/ Addition and Alteration and reassessment based on changed property details
Bifurcation of property
Amalgamation of property
Module 5: Generate Demand Notice
The system has the capability to automatically generate demand notices for a financial year based on set triggers like time-based rollover on completion of a financial year. The system notifies the citizens about the demand through SMS/Email. The generated Bills can also be grouped and printed for physical distribution by the ULB employees. The system provides the capability for Employees to merge and download bills based on given parameters to plan their distribution drives.
This module provides the following capabilities:
Generate Demand Notice based on a periodic basis
Group Demand Notices
Print Demand Notices
Cancel Demand Notices
Send notifications to citizens on demand generation- SMS, Whatsapp, Email, Physical bill
Module 6: Payments collection and Receipts
The citizen/ employee can view the payment status of previous assessments from the Assessment History section. Payment for any assessment with full or partially paid amount can be completed. Receipts for assessment can be downloaded in the Assessment history section after searching for the property details.
This module provides the following capabilities:
Payment of Property Tax -Online, Cheque, Cash, DD, during the assessment
Partial Payment of Property Tax -Online, Cheque, Cash, DD, during the assessment
The system allows a citizen to pay for anyone's property without changing the demand
The system can also be integrated with PoS machines to enable doorstep collection of property tax and the issue of a receipt.
Module 7: Reports and Dashboards
PT reports provide the facility to access the receipt register, cancelled receipt register, account receipt register, ULB-wise PT collection report, and DCB Register. All reports can be downloaded in PDF/XLS format. State-level administrators can monitor property tax collections, assessments and other information at a state level through dashboards.
This module provides the following capabilities:
State Dashboard: View Reports for Total Collections, Properties Assessed, ULBs on Prod, Usage Type, Payment Distribution
State Dashboard: PT Collection Timeline (Monthly, Weekly)
State Dashboard: ULB Wise (Collection, Assessments)
Cancelled Receipt Register Report
PT Collection Report (ULB/Date Wise)
Module 8: General Features
Notifications
The system has the capability to send notifications to citizens. These notifications can be sent for various steps like - assessment completion, payment reminder, and payment confirmation. These notifications can be sent in the language chosen by the ULB through all channels - SMS, Whatsapp, and Email.
Legacy Data Migration
The system has the capability to migrate Demand and Collection. In most states, the preliminary step would be to migrate Legacy data of existing properties/connections along with the Demand and Collection details. This would ensure that subsequent demand generation happens through the system.
Configurable Masters
The system provides the following masters that can be configured as per the State’s requirements:
Charges & Calculation: Calculation Engine, Rebate, Penalty,
Rate Master
State Masters: Property Ontology, Documents List, Employee Data Mapping, Boundary Data Mapping
| Reform No. | Reform Area | Weightage (score) | Recommendation | Remarks |
|---|---|---|---|---|
7 | Land administration and Transfer of Land and Property | 3 | Digitize land transaction deeds of last 10 years at all sub-registrar offices and make the same available on an online system to check for ownership details and history. The metadata should be searchable for each record and a soft copy of the registered deed should be available. The searchable metadata available should be: i. Name of buyer ii. Name of seller iii. Survey no. iv. Registration number v. Registration date | The feature of ‘Property Registry’ in the product will enable this recommendation |
8 | Land administration and Transfer of Land and Property | 3 | Digitize and publish the updated Record of Rights (ROR) at all Revenue department offices online in public domain for all areas of the State/UT. The searchable metadata available should be: i. Name of buyer ii. Name of seller iii. Date of mutation iv. Survey no. | The Property tax system enables this capability |
9 | Land administration and Transfer of Land and Property | 2 | Digitize and publish data of Property Tax payment dues online in public domain for all the Urban Local Bodies (ULBs) in the State/UT. The searchable metadata available should be: i. Name of the Property Tax payer ii. Property Tax dues iii. Survey no. of land / Unique Identification no. of property | This feature is enabled by the citizens itself |
10 | Land administration and Transfer of Land and Property | 2 | Digitize cadastral maps of all rural areas in the State/UT and make them available in public domain | This can be enabled and worked on by the state team |
11 | Land administration and Transfer of Land and Property | 5 | Integrate the below-mentioned records on one website: i. Data of land transaction deeds for last 10 years at all sub-registrar offices (Name of buyer, Name of seller, Registration number, Registration date, Survey no.), ii. Updated Record of Rights at all Revenue department offices (Date of mutation), and iii. Data of Property Tax payment dues at all urban areas of the State/UT (Name of the Property Tax payer, Property Tax dues) iv. Revenue Court case data (Court case number, Name of parties involved, Date of filing of court case, Status of case [Ongoing/Resolved]) v. Civil Court case data (Court case number, Name of parties involved, Date of filing of court case, Status of case [Ongoing/Resolved]) The website should be publicly accessible. It will help in establishing property ownership and identify tax encumbrances. The integration should be done for all areas of the State/UT. | The integration with external portals and systems of other departments can be enabled by state teams who can enhance the offered product to cater to this recommendation |
12 | Land administration and Transfer of Land and Property | 2 | Implement an online application system having the following features i. Mandatory Online application submission including submission of draft deed and other documents ii. Provision of online payment of Stamp duty and Registration fee iii. Auto generation of appointment date and time on making the payment of Stamp duty and Registration fee | The system will provide these capabilities which can be customized as per the state specific rules and regulations |
13 | Land administration and Transfer of Land and Property | 1 | Provide model deed templates for sale, gift, lease, mortgage and rent in downloadable and editable format along with instructions to use them | This provision is made available through the ULB portal to make these features accessible to the citizens |
14 | Land administration and Transfer of Land and Property | 2 | Integrate the mutation process with the registration process and mandate initiation of mutation process (Revenue department and/ or ULB) as soon as the deed is registered. Ensure that: i. Information to mutation authority to be automatically shared on completion of transaction (registration). This should be considered as initiation of mutation process. ii. No separate application from transferee to be required. iii. SMS/email should be sent to transferee/ transferor to inform about the initiation of mutation | The integration with external portals and systems of other departments can be enabled by state teams who can enhance the offered product to cater to this recommendation |
Section 3: Property Tax (PT) Implementation Methodology
This section provides an overview of the methodology for State-wide implementation of PT. The Implementation of PT is distributed across seven distinct stages. Each stage has predefined entry & exit criteria and roles & responsibilities. This is to ensure objective monitoring and decision-making for the overall success of the program. Details of each stage are defined in this section.
Note: This document is specific for States that have more than 30 ULBs
PT implementation program is expected to be completed approximately between 38- 42 weeks depending on the variety of Processes, Integration and the Disparate legacy data systems involved. This is done with the resource deployment by the State and System Integrator (SI) Team. However, it is critical that activities and exit criteria set for each stage are achieved to adhere to this timeline.
Seven Stages of Implementation
Stage 0 - Program Setup/Onboarding
This is a set of initial critical activities undertaken on receiving a letter of Enrollment or MOU from the State. Successful completion of these activities assures that the program is started with crucial personnel, System Integrator(SI) Teams, and funds.
Stage 0 - Program Setup/ On-Boarding | |
Duration | 4-6 weeks |
Entry Criteria | Acceptance Letter/MoU by State |
Exit Criteria |
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*Details of PT cell is mentioned in section 4 of this handbook
System Integrator(SI) Sign-up
System Integrator and state will agree on program scope, program timelines, and budgeting & resourcing.
Stage 1 - Program Kick-Off
This stage envisages in-person interaction of crucial State officials and implementation System Integrator(SI) Teams to kick-start the program. This stage may require multiple interactions/meetings with different interest groups. The principal objective of these interactions is to identify and agree on the scope and exclusions of Pilot ULBs, create an active collaboration & Governance approach and agree on a high-level timeline for the engagement.
| Stage 1 - Program kick-off | |
|---|---|
Duration | 4-6 weeks |
Entry Criteria |
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Key Activities |
(1) Citizen services/channels around it (2) Integration with other Department process
|
Exit Criteria |
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*Details of PT cell is mentioned in section 4 of this handbook
Stage 2 - Solution Design
During the Solution design stage, key State officials and members, who are subject matter experts, are expected to share their inputs, discuss the process and help understand how to bring in compliance around the system design for the System Integrator(SI) Team. This stage baselines the State-specific product features in the Product Configuration report.
Stage 2 - Solution Design | |
Duration | 4-6 weeks |
Entry Criteria |
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Key Activities |
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Exit Criteria |
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Stage 3 - Configuration & Customization
This stage consists of a series of developments in accordance with the detailed project plan to ensure the smooth functioning of the customised product. Master Data Collection & Environment Setup will be achieved in this phase. Further monitoring and maintenance strategies are put in place.
Stage 3 – Configuration & Customization | |
Duration | 6-8 weeks |
Entry Criteria |
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Key Activities |
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Exit Criteria |
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Stage 4 - UAT & Go Live
During this stage, a demonstration of the product followed by a hands-on session is conducted for the ULB officials. Necessary training of ULB officials and resources required for UAT is conducted and identified respectively. The establishment of the State Support Team and required processes are initiated in this stage.
Stage 4 – UAT & Go Live | |
Duration | 2-3 weeks |
Entry Criteria |
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Key Activities |
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Exit Criteria |
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Stage 5 – Rollout
On successful Go-Live in the Pilot ULBs, and further fine-tuning to stabilize the product, the solution will be rolled out to the rest of the ULBs in phases. Guidance and support from the State Team will be required to create the rollout plans and assure the necessary infrastructure for training and deployment is available at each ULB.
Note: The rollout phase needs to be detailed out for iterative activities of onboarding ULBs in batches.
Stage 5 – Rollout | |
Duration | 5-6 weeks |
Entry Criteria |
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Key Activities |
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Exit Criteria | State-wide Rollout in batches:
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Note: Only once all the stages are complete in one batch of the rollout of around 30 ULBs, the next batch begins. There are multiple phases of rollout. The second batch begins after the first batch has successfully fulfilled all the criteria of the Rollout Phase. A typical timeline for the closure of rollout in each batch is 5-6 weeks (in a batch of 30 ULBs)
Stage 6 – Sustenance and Ongoing Improvement
The final stage consists of strategies to ensure the sustenance of the program in the State. Systems are put in place to ensure the continuous tracking of data and provisions are made to improve the product if new data suggest.
Stage 6- Sustenance and Ongoing Improvement | |
Duration | Ongoing process |
Entry Criteria |
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Key Ongoing Activities |
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Section 4: Roles and Responsibilities
PT Cell, eGov Team & System Integrator(SI)Team
This section outlines the activities involved in each stage of the implementation along with the responsibility and accountability of critical stakeholders - State, eGov Team and System Integrator Team onboard.
PT Cell: PT Cell is the government-appointed body chaired by the Principal Secretary/Secretary, Urban Development Department with members from Urban Development Department etc.
Resource requirements for the PT cell required to be formed by the State
| Resource Name | No. Of Resources |
|---|---|
Project Head | 1 |
Domain Expert | 1 Representation from Corporations/Council/Panchayat etc. |
District Nodal Officer | 1 per district |
MIS Expert | 1 per district |
Note:
The designations mentioned above are in accordance with those already driving PT implementation at the State level.
The description of each designation is explained below.
Project Head: Is the Head of the PT Cell who will drive the project from the State’s Side
Domain Expert: A person who is well aware of the on-ground scenario, well versed with the act, GOs passed, Prevalent Business processes, Deviations from the acts, and PT Rates/ slabs applicable. In addition, provisions may be made to include External Domain Consultants/Advisors.
Nodal officer (EO/Commissioner/ Senior Official): the product coordinator to drive the project centrally. Monitor usage post Go Live- point of escalation for Implementation Team, Seasoned and worked in Multiple ULBs on various modules and has a good understanding of PT, Facilitates and Tracks data collection Post Go Live, Monitors and facilitates the adoption of the application. Point of contact for the Management team, SI and at the HQ level.
MIS Expert: Data Preparation for ULBs, Day to day tracking of the data specific to ULBs, data collection/validation for correctness and comprehensiveness, reporting and review to senior officials
eGOv Team: eGov Team is the technical partner of the project which will provide all necessary support to the State/UT concerning the implementation, Program Designing etc.
System Integrator (SI)Team: SI Team will be responsible for consulting, program management and the implementation of the state-specific customized and configured products in the ULBs in close collaboration with the PT cell, technical partner (eGov) and various other stakeholders.
Guidelines to read the tables below:
Execute - One who owns the accountability to complete the activity
Consult - One who may initiate, guide and in the process, handhold the execution of the activity
| Stage 0 - Program Setup/ On-Boarding | ||
|---|---|---|
Task/Activity | eGov | State Leadership |
Appoint PT Cell | Consult | Execute |
Finalise funding for the program | Consult | Execute |
Define state -specific procurement process | Consult | Execute |
System Integrator(SI) Team sign-up/onboarding | Consult | Execute |
Finalise Property Tax Program Vision | Consult | Execute |
Note: Stage 0 is where the PT cell and SI team is formed, hence there are only two entities playing a role which are that of eGov and the state leadership.
Once the PT cell and SI team are finalised, their role begins in the following stages.
| Stage 1 - Program kick-off | |||
|---|---|---|---|
Task/Activity | eGov | PT Cell | SI Team |
Identify & agree on scope and exclusions | Consult | Consult | Execute |
Identify pilot ULBs | Execute | Consult | |
Project Kickoff - Implementation Methodology Presentation | Consult | Consult | Execute |
Product Walkthroughs | Consult | Execute | |
Define Project Steering Committee structure and Project Governance process | Consult | Consult | Execute |
Define phases of deployment/ rollout | Consult | Execute | |
Agreement on Deployment Priorities and high-level delivery timelines | Consult | Execute | |
Assessment of all PT process along (1) citizen services/channels around it (2) Integration with other department process | Consult | Execute | |
Finalize Program Success Metrics for Adoption and Governance adhering to the vision of the program | Consult | Consult | Execute |
Internal Capacity Building, program logistics at State and ULBs, as per the current scenario | Execute | Consult | |
Collection of baseline data to measure endline target for the product (Revenue generated, total properties in ULBs etc.) | Consult | Execute | Consult |
| Stage 2 - Solution Design | |||
|---|---|---|---|
Task/Activity | eGov | PT Cell | SI Team |
Standardisation of all PT processes, if needed | Consult | Execute | |
Initiate policy change, if needed based on identified improvements | Consult | Execute | Consult |
Conduct Product familiarisation workshop | Consult | Execute | |
Initiate collection of master data from pilot ULBs | Consult | Execute | |
Finalise data migration/collection/sync-up approach | Consult | Execute | |
Finalise data validation approach | Execute | Consult | |
Capacity Building for making state team aware about basic usage of tools like MS Office, mails etc. | Execute | Consult |
| Stage 3 – Configuration & Customization | |||
|---|---|---|---|
Task/Activity | eGov | PT Cell | SI Team |
Setting up development environments | Consult | Execute | |
Development/customisation of reports and dashboards | Consult | Execute | |
Development/Integration of portal | Consult | Execute | |
Third-Party Integrations (Payment gateway, Handheld/pos device) | Consult | Execute | |
Updation of user manuals and other key documents | Consult | Execute | |
Preparation & execution of Test Cases | Consult | Execute | |
Setup monitoring, support & maintenance processes, tools and dashboards | Consult | Execute | |
PT legacy data collection from Pilot ULBs(at least) | Consult | Execute | |
Capacity Building for making state team aware about basic usage of tools like MS Office, mails etc. | Execute | Consult | |
Migration and verification of Pilot ULB data | Consult | Execute |
| Stage 4 – UAT & Go Live | |||
|---|---|---|---|
Task/Activity | eGov | PT Cell | SI Team |
UAT Environment Setup | Consult | Consult | Execute |
Identification of participants for UAT session | Consult | Execute | |
Issues/bug resolution | Consult | Execute | |
Regression UAT and sign off from Pilot ULBs/ State | Execute | Consult | |
Setting up the Production environment | Consult | Execute | |
Setting up Support Center & processes (Help Desk) | Execute | Consult | |
Training user | Execute | Consult | |
Training Trainer | Consult | Execute | |
Training the Support Resources | Consult | Execute | |
Marketing & promotion activities | Execute | Consult | |
Go Live & launch event | Consult | Execute | Execute |
Setup of review and monitoring cadence/team | Execute | Consult |
| Stage 5: Rollout | |||
|---|---|---|---|
Task/Activity | eGov | PT Cell | SI Team |
ULB configurations phase wise as per the Project Plan | Consult | Execute | |
Migration and verification of ULB data | Execute | Consult | |
Logistics planning for training | Execute | Consult | |
Establishment of bug ticketing tool for resolving ground level issues by the state team | Consult | Execute | |
Training the Users at the district level | Execute | Consult | |
Pan State Roll Out - All Locations | Consult | Execute | Execute |
Stabilise product | Consult | Execute |
| Stage 6- Sustenance and Ongoing Improvement | |||
|---|---|---|---|
Task/Activity | eGov | PT Cell | SI Team |
Adoption Review Meetings as per the vision defined for the program | Consult | Execute | Consult |
PT Cell Focuses on Using data for:
| Execute | Consult | |
Plans of ongoing Sustenance in Place with respect to :
| Consult | Execute | Consult |
Overall Program Assumptions
| Areas | Assumptions |
|---|---|
Infrastructure |
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Project Scope |
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State Team |
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Documentation |
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Training |
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Implementation |
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Glossary
Vision: Defining the time frame to go live, the time frame to scale it pan state, the value proposition of the programme for the state and year-on-year financial targets and adoption targets
Project Plan: A detailed plan of Program schedule/timelines, implementation phases, team structure and ongoing support and maintenance required.
System Integrator: The Entity/Company which collates all the subsystem required for the project and integrates them to achieve the program objective
Program Charter: Outline of implementation plan agreement with priority applications and broad timelines, program governance model, program success metrics and capacity building.
Acceptance Letter/MOU: Formal Acceptance/Sign Off of the Client State with a clear mandate of the Program
Program Success Metrics: Defining the parameters (which are measurable) prior to the program, on which the success of the program is to be measured on the completion of the program
Project steering committee: The key body within the governance structure which is responsible for the business issues associated with the project that are essential in ensuring the delivery of the project outputs and the attainment of project outcomes.
Project governance: Set of policies, regulations, functions, processes, procedures and responsibilities that define the establishment, management and control of projects, programmes and portfolios.
Scoping: List of activities measured against the time taken to complete them in accordance with the project goals
Baseline data: Set of information that serves as a foundation to compare other data acquired afterwards
Project Kick-off meeting: Meeting with the project team and the client of the project. This meeting would follow the definition of the base elements for the project and other project planning activities
Fitment Study: GAP Study of the Existing/Required Field Process Vs Product
Data migration: Existing Records of the functional activities need to be moved into the Database of the newly released Application
Data collection: Required data for the roll-out of the applications, which needs to be collected from the existing functional process
Data validation approach: This approach enables the sanctity of the Data with built-in validation by the Design
Data synchronization: The process of establishing consistency among data from a source to a target data storage and vice versa and the continuous harmonization of the data over time.
Pilot Implementation: Any new process is tested out as a pilot in one or two instances before pan implementation
Pilot ULB: The ULBs Selected for the pilot implementation are called pilot ULBs.
Roll out: On successful clearance of the Pilot, the Process/Application/Services are implemented across all Offices/ULBs
Deployment: Deployment defines the complete package of Software components set up in a particular environment
Customisation: Details of changes to be made in the Product to comply with the needed field process
Configuration: Defining existing content such as Options and Variables based on the requirements on the ground
Product walkthrough: Explaining to the users step-by-step a set of actions that they need to take to achieve a specific outcome
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