| 4. In which ways is the initiative creative and innovative?
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The goal of Intelligent Dial 100 system is to provide citizens and police staff with an easy, menu driven solution for Distress call response operations. The system includes a unique combination of hardware and integrated software solution with the help of Computer Aided Dispatcher (CAD), Geographical Information System (GIS), Automatic Vehicle Locator (AVL), Computer Technology Interface (CTI) and other video surveillance systems to facilitate ease of operations in PCR.
The solution has been implemented across all the Commissionerate offices and Superintendent of Police offices of the state of Gujarat. The CAD along with GIS and AVL ensures most efficient response. The location of police vehicles positioned and location of incidents are shown on the map in real time. The solution implemented includes:
a. CAD – Computer Aided Dispatch
The CAD system provides real time data acquisition and control through user-friendly graphics display with an easy to use operator interface system. Call taker creates an incident in system while call dispatcher finds nearest vehicle on GIS and communicates with PCR or patrolling vehicle to the incident.
b. GIS – Geographical Information System
The GIS system helps integrating the caller location and incident with the PCR van. This is multi-layered spatial information that is used by system for locating the coordinates in purposeful manner.
c. AVL – Automatic Vehicle Locator
AVL is a combination of hardware, software and networking system that tracks the location of vehicles with in a network using GPRS/GIS combination.
d. CTI – Computer Telephony Interface
The CTI provides an interface between system and telephony equipments at command centre location. This effective interface is developed to handle all call related module including pop-up, ACD, and reporting at any given time.
e. Video Surveillance and Biometric solutions
This is used to provide support for control and command centre operational activities.
The Dial 100 project is also integrated with 108 Emergency Response services and also integrated with 1091 women helpline services.
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| 5. Who implemented the initiative and what is the size of the population affected by this initiative?
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The Police Department, Government o Gujarat took this initiative to transform the service delivery mechanism and bring about efficiency in control room operations. The technology solution selected demanded a complete vision for overall modernization of the operations of Police Control Room. The solution was implemented across the state and includes the following prominent stakeholders:
a. Home department – Government of Gujarat
Home Department, Government of Gujarat was the nodal agency behind the vision and funding of this niche overall transformation initiative conceptualized in the year 2009.
b. Directorate General (DG) of Police
DGP was responsible for overall planning and implementation of solution across the state. A special cell called P&M (Planning and Management) created under the DG office was responsible for overall management of project.
c. Gujarat Informatics Limited (GIL) – for evaluation and assessment of the chosen technology solution and specification.
d. Implementation agency – InterAct – For development and implementation of overall Dial 100 solution and commissioning across the state
e. Entire departmental staff – Entire police departmental staff is the end user of the system and has undergone various handholding and technological training for carrying out the operations of the project.
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| 6. How was the strategy implemented and what resources were mobilized?
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Financial Resources: the project was conceptualized in 2009 to modernize complete PCR function across the state the funding was provisioned by Home Department – Government of Gujarat.
Technical Resources: The technical solution and specifications was implemented by InterAct selected through the tendering process in 2010. The InterAct was onboard in September 2010 and the overall Dial 100 system went live in October 2011. The Gujarat Informatics Limited (GIL) assisted the Police Department in Conceptualization and technical specifications for the tendering process carried out in 2009.
Human Resources: The operational staff for the solution across the state starting from the Call attendants to incident reporting staff is from Police Department. However, one technical support staff is implemented by InterAct Technologies in all 26 districts of the state. The overall operations, management, reporting and controlling functions are carried out by internal staff of police department.
The overall implementation funding for the project was from Home Department - Government of Gujarat.
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| 7. Who were the stakeholders involved in the design of the initiative and in its implementation?
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1. System helps to assist call takers, telecommunicators, dispatchers, and system administrators to receive and manage (Dial 100) calls and dispatch to Police, Fire, EMS, and other types of agencies. The system designed takes care of every feature with the goal of split second response, ease of use, data integrity, and data security.
2. Dial 100 System an integrated system with Computer aided dispatch system for call taking and dispatch process, Geo911 system for GIS map and AVL system for vehicle location along with other network and telecommunication modules.
3. The project has enabled strong ICT foundation with minimal and simplified Infrastructure Management, increased automation, increased efficiency in overall operations, reduced downtime and secured processing of PCR functions
4. The project has ensured improvement in operations by keeping a quality control over each control room from state control room. Quality of call is monitored and evaluated along with the time taken to dispatch a PCR is monitored. Movement of vehicles across the state can be monitored at the central control room of state.
5. The package provides various innovative functional array supporting to enhance the functions of PCR which includes –
a. Automatic routing of incidents, Automatic case number generation, auto-messaging,
b. Display and track vehicle, monitor EMS posts, manage pursuits progress
c. Dynamically updated features such as closed roads, traffic problems, and other route variables.
d. Graphical digital maps, point address database,
e. Enhanced user interface – color coded graphic display, clear, concise and organized data attributes
f. Management Information System (MIS) provides administrators and supervisors a way to analyze and improve calls after fact with the help of comparison reports and graphs.
g. AVL provides frequency based programming of vehicles, distance-based programming, event-generated position, Emergency situation tracking.
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| 8. What were the most successful outputs and why was the initiative effective?
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The project was implemented under the supervision and administrative control of DG office for overall implementation, procurement and commissioning of the solution.
Various district level team and nodal officers were assigned to carry out assessment and review of the implementation in the respective district. While the overall solution conceptualization, tendering, project management over vendor was carried out by the state level central team at Gandhinagar.
In order to ensure the technical aspects are taken care of, inspections for the Hardware, performance of tools like AVL were carried out and evaluated through third party like Gujarat Informatics Limited (GIL)
A state level project management committee was constituted under the Dy Secretary and Chief Information Officer (IT), Home Department, Gujarat State for review, approval and sign-off on various stages of implementation.
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| 9. What were the main obstacles encountered and how were they overcome?
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The prominent challenges in the implementation of the overall solution were as follows:
- Training and capacity building – Training and capacity building was required with detailed handholding training for all the Computer aided operations in PCR functions
- Ensuring selection of best technology suite – At the time of conceptualization of the project, the selection of technology and specifications was a challenge which was overcome through support from Gujarat Informatics Limited (GIL) – A Government of Gujarat Company.
- The project was a state-wide transformation and Government had decided to go ahead with a complete roll-out in one go. So ensuring the hardware commissioning, training, software customizations and project management across the offices was a commending task.
- Conceptualization of an integrated solution from various technology stacks into a single reliable and robust solution was a challenging task. The project uses CAD, GIS, AVT, CTI and other communication and integration channels for modernization of PCR.
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