Chhattisgarh Infotech and Biotech Promotion Society Improves Citizen Satisfaction and Saves US$125,000 with Real-Time Insight for Decision-Making
 
 

Chhattisgarh Infotech and Biotech Promotion Society Improves Citizen Satisfaction and Saves US$125,000 with Real-Time Insight for Decision-Making

Chhattisgarh Infotech and Biotech Promotion Society (CHiPS) is run by the government of Chhattisgarh, which became India’s newest and tenth-largest state in November 2000. With an 80% rural, geographically dispersed population, and outdated, predominantly paper-based administrative services, Chhattisgarh faced significant infrastructure and efficiency challenges. Recognizing the strategic importance of information and communication technology as a key to enabling socio-economic development and improving service delivery, the government established CHiPS to develop and maintain IT services, assist the state secretariat in its role of supporting major policy decisions, and manage the digital interface between the government and citizens of Chhattisgarh.

Chhattisgarh government relied largely on paper-based processes to issue permits for and manage construction and public-sector development projects. With documents passed manually from desk to desk, approval processes were slow and error-prone, particularly when a decision was the joint responsibility of a committee and government officials. This complex and time-consuming workflow made it difficult to provide efficient, transparent, and consistent decisions regarding citizen services. The government also wanted to ensure the security of critical state records, as well as employee and citizen data in the event of natural disasters, such as the recent fire that destroyed the document records of a number of Kashmir state government departments.

Chhattisgarh government worked with CHiPS to deploy Oracle WebCenter Suite Plus, including Oracle WebCenter Content, Oracle WebCenter Portal, and Oracle WebCenter Sites—running on Oracle WebLogic Server, Enterprise Edition with Oracle Web Tier—to automate document workflow processes and provide a consistent and transparent decision-making process to meet statutory requirements. It reduced paper and document management costs by US$125,000 in one year, extended visibility for decision-making processes, enhanced collaboration between departments, increased business productivity through anytime-anywhere access to information, and enhanced citizen satisfaction.

 
Automates Document Workflow Processes, Cuts Costs by US$125,000

A word from Chhattisgarh Infotech and Biotech Promotion Society

  • "We chose Oracle WebCenter Suite Plus over IBM because it was cost-effective, secure, and enabled us to provide more efficient, transparent, and consistent decision-making and improve citizen-service delivery. We automated our document workflow and reduced paper and document-management costs by US$125,000 in one year. We also increased productivity and user engagement, enabling us to connect people, processes, and information in a collaborative environment." – A.M. Parial, Chief Executive Officer, Chhattisgarrh Infotech & Biotech Promotion Society

Government departments, such as forestry and mining, created documents in various electronic formats, including computer-aided design (CAD) drawings and spreadsheets and stored them in a central-records room. Department officials printed hard copies and manually passed these documents to relevant departments before they reached the appropriate committees for decision-making. It could also take up to half a day to physically retrieve files, followed by a lengthy bureaucratic procedure required to gain release for a document. Officials also had to manually document changes made to the files, such as changes in project tenders, which resulted in multiple document versions. With no single source of truth, decision-making was costly and inefficient, impeding service delivery and socio-economic development.

By implementing Oracle WebCenter Suite Plus running on Oracle WebLogic Server with Oracle Web Tier, CHiPS provided a centralized, high-performance, and scalable enterprise content management platform for the state government to capture, secure, share, and distribute documents through a portal and website. Using Oracle WebCenter Imaging technology, it captures and scans digital and paper documents, including certificates, licenses, and land surveys, storing the documents as images in the centralized, content-management repository.

Leveraging the integrated capabilities of Oracle WebCenter Content and Oracle WebCenter Portal, the government can securely publish public-service-related documents, such as employment and training opportunities, through the portal and website. As a result, officials now instantly retrieve supporting documents online, without the need to physically search for them in the records room. This has increased business productivity, improved service delivery, and cut paper, printing, and storage costs.

“Thanks to Oracle WebCenter Suite Plus and Oracle WebLogic Server, we have reduced our reliance on paper documents by 75%––enabling us to save approximately US$125,000 in paper and document management costs in one year and to retrieve documents instantly from the portal,” said Anand Parial, CEO, CHiPS.

 
Gains Real-Time Insight into Decision-Making Process, Enables Efficient Collaboration

 
Supports Faster Decision-Making with Mobile Access, Increases Citizen Satisfaction

 
Ensures Data Security, Enhances User Experience with Personalized Content

 
 

 
 

Challenges

  • Replace out-dated, paper-based filing system with a robust, centralized content-management platform to capture, secure, store, and share documents across departments to support faster policy decisions for construction and the government’s development projects and to reduce costs
  • Automate document workflow to enhance transparency and consistency in decision-making and to meet statutory requirements
  • Enable anytime-anywhere access to information to increase productivity and improve public services to the citizens of Chhattisgarh, such as education, housing, and employment

Solutions

  • Reduced paper and document-management costs by US$125,000 in one year, and decreased reliance on paper-based documents by 75%
  • Increased productivity by deploying a dynamic and user-friendly, self-service portal that enables officials to easily access, upload, and review documents online instead of retrieving files manually from the records room  
  • Enhanced citizen satisfaction by ensuring the consistency and transparency of decision-making to meet statutory requirements
  • Gained real-time insight into decision status instead of waiting until end of the week, month, or even year, as previously, enabling officials to identify resource bottlenecks and take corrective actions earlier
  • Enabled mobile access to critical documents, accelerating decision-making and improving constituent services
  • Ensured data security and a higher level of system availability by implementing Oracle WebLogic Server, Enterprise Edition with Oracle Web Tier, ensuring business continuity and reducing costs

Why Oracle

CHiPS selected Oracle WebCenter Suite Plus, Oracle WebLogic Server, Enterprise Edition, and Oracle Web Tier over IBM solutions because Oracle’s solution offered the highest security and most robust features, such as audit trails and personalization.

“We have been using Oracle Database for more than 10 years, giving us confidence in Oracle solutions, particularly since many of our citizen services and our state data center are supported by Oracle Database. The scalability and ease of deployment of Oracle WebCenter Suite Plus and Oracle WebLogic Server also gave us the ability to roll it out across the entire secretariat at lower cost,” Parial said.

Implementation Process

CHiPS went through a tendering process before successfully implementing Oracle WebCenter Suite Plus, Oracle WebLogic Server, Enterprise Edition, and Oracle Web Tier within a strict, six-month implementation timeframe.

“Thanks to the flexibility and scalability of the Oracle solution, we can easily roll out the same workflow processes in other offices within the secretariat where automation is required. We would also be very happy to work with other Indian states if they were interested in replicating the benefits we achieved,” Parial said.

Partner

Oracle Diamond Level Partner, PwC India Pvt. Ltd., worked closely with CHiPS on many previous projects, and provided user training and postimplementation support for the Oracle solution.  

“We couldn’t have been happier with the way the Oracle team and PwC India collaborated on the project. Their collective professional knowledge and understanding of how to optimize the Oracle solution delivery to our needs was exceptional,” Parial said.