Municipal Corporation of About MCGM

Greater Mumbai • Covers an area of over 437.71 Square Kilometers

Innovation in Water Tax Collection using ICT • Caters  to the civic needs of over 12.5 million citizens via network of 

24 decentralized ward administrations

• Operates an annual budgetary outlay in excess of Rs. 20,000 Crores
National Urban Water Awards – 2009
• Provides 260 services to the citizens through 34 departments

• Envisions to establishing a Simple, Moral, Accountable, Responsive 
• Presentation By  MCGM  and Transparent (SMART) governance 

• Total Annual Water Billing Rs. 750 crores over 365,000 connections 
(12 lakhs bills per annum with 88% collections), Total Water Supply 
• Date: 11th August 2009 of 3,400 MLD

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College of India College of India

Urban Imperatives Barriers to Customer Service

• Trend towards greater urbanization • Manual & Inefficient processes
• Growing complexity of urban management • Physical Distance
• Demanding customers/citizens • Computer Literacy
• Efficient customer service requiring large • PC Penetration
– Budgets
– Workforce
– Network  for Tax Collection – Octroi, Water Tax, Property Tax, License,  • Resulting
etc. – Delay  in processing time (Manual inefficient processes)
– Office network and inter office Co ordination – Long Queues
– Multiple Visits to MCGM offices
– Timing constraint due restricted functional timings of wards
– Lack of Transparency
– Public Grievances

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College of India College of India
 Implementation Challenges
IT Vision
• Staff Training & Development
• Availability of PC, Network, MTNL Leased Lines
• Citizens
• Logins and Authorizations
▫ Fast, Flexible, Convenient services through well defined systems &  • Vendor Registration/Material Codes
procedures
• Budget Provision
▫ (Anytime / Anywhere / 24 x 7 x 365 mode) • Staff Redeployment
• Handling Digital Divide – involving all cross sections of   
• Municipal Corporation employees
• Change Management
▫ Greater operational efficiency
• Interface with legacy systems/Data migration
▫ Better Planning & Supervisory Control ▫ Property Taxes, Water Billing, Octroi Collections
▫ Fast and real time access to accurate information for various management 
▫ Misc. collections
functions ▫ Establishment Expenses

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College of India College of India

(Phase 1) Direct Contact – Citizens & Dept (Phase 2) Citizen Facilitation Centers

• Resulting • 2006 – Citizen Facilitation Centers setup in all wards 

– Delay  in processing time (Manual inefficient processes)
– Long Queues
– Multiple Visits • Waiting time 60 minutes
– Timing constraint due restricted functional timings of wards.
– Non‐transparency
• Fixed timings (9 am to 2 pm)
– Public Grievances

• Led to non‐transparency and citizen inconvenience like
– Multiple visits
– Time Constraint
– Long Processing time
– Manual certificates

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College of India College of India
 (Phase 3) Online Database
(Phase 4A) Cyber Citizen Facilitation Centers
• Online Database went live in April 07
• All citizen related services are available online
• Waiting time reduced to 10 min
• Just single visit to Cyber CFC is enough to avail services
• Single visit to any of the 24 wards  

• Flexibility amounts 

• Flexible Bill Selection for Payments

• Scientific Calculation of Gap Analysis

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College of India College of India

(Phase 4B) Internet AQUA Billing System

• E‐Payments

• No visit to Citizen Facilitation Centers (CFC)

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College of India College of India
 Progressive Innovation through ICT
(Phase 5) Mobile Payments through SMS

Internet
• Payment mechanism available over mobile phone through SMS (e- payment,
no visit) ITZ Cash

Technology Curve
SMS
• Payment through ITZ Cash Card based
payment,
Cyber CFC no visit)

• No visit to cyber cafes
Online
Database
• Services available round the clock Front end
computerization
Direct thru CFC.
contact
between
citizens and
department

2000 2007 2008 2009

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College of India College of India

Other Innovations Processes Simplified To Enhance Convenience

Before . . . After Implementation
implementation...
• Business Process Reengineering prior to automation
• Demand side Management – telescopic rates
• Automatic Meter Reading (thru RF Readers)
• Leak Detection Long queue No queue

• Complaint Management through the portal Time for 60 minutes

Water
– Customer status tracking tax
payment
– Automatic escalations based on Citizen’s Charter
10 minutes
Complicated Simple
• Staggered printing & collection

Ward office Internet / /Mobile

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College of India College of India
 Demand Side Management – Telescopic Billing Rates
Benefits for Citizens
ƒ Real time updating of Records
Rate - Rs for 1000 ltr

Domestic ƒ Minimum time / No visit to Ward offices 
For Slum 2.25
Residential Premises /Co ƒ Multiple ICT option  ‐ CFC, Online, Mobile..
3.5*
Operative Societies
Trade & Commerce 10.5 to 25
Race Course & Star Hotels (3 star & More responsive service to citizens
38
above) Service delivery at doorstep to citizen
Service availability – 24 x 7 x 365
Telescopic Rates for Domestic
150 to 200 lpcd 7 * (double the rate )
200 20 250 lpd 10.5 * (tripple the rate )
above 250 lpcd 14 * (Quadruplicate the rate )

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College of India College of India

Awards Future Plans for Wider Reach
ƒ Recognition Award for Most Complex implementation of SAP (ERP) for   Aggregator Model Bouquet of Banks
Public Service for the Implementation in Public Sector
ƒ CC Avenue - 20 Banks
ƒ JNNURM Award  ƒ Bill Desk - 14 Banks

ƒ SKOCH Challenger Award, 2007

Advantage: Reconciliation with a Single Party

ƒ MCGM Citizen’s Portal ranked 32nd Globally by American Institute of 
Public Administration  More Options for Citizens

• Only Indian City in top 100 world wide 

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College of India College of India
 Success Mantra
• Reasons for the Success
• Involvement of Senior Administrators
• Right Strategy
• State-of-art Information Technology

• MCGM Learning Curve

• Process redesign /
Administrative Reforms
Source: Hindustan Times, August 2008
• Data Discipline
• People skills & attitude
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College of India College of India

MCGM – now serving its citizens
• BACKUP SLIDES

24x7

Thank You

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College of India College of India
 Interface with SAP
Enhancements • SAP interface is provided through the CITIZEN Portal “Citizen Services” 
• Following are the Enhancements we are providing in the new system Button for the following Services:

¾ Complaint Registration
¾ Self Assessment of Property Tax – Owner / Occupier 
¾ View Property Details / Extract of Property
¾ Payment of Bills through Payment Gateway / ECS ¾ Change of Ownership
¾ View Bills & Payments History
¾ Workflow based on Scrutiny Questions 
¾ Application for No Dues Certificate
¾ Simple and Transparent Process of Assessment, Levy, Collection and 
Recovery • Payment of the Bills and Deposits by citizens through the “Payment 
¾ Minimum Discretion on the part of the Assessor
Button” CITIZEN Portal interface of SAP

¾ Flat‐Wise Billing
• Providing the Accounts Related Information to FICO. The frequency of 
¾ No Pre‐Printed Stationary for Bills Information exchange is Configurable & can be set to 5 minutes.

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College of India College of India

Enhancements Contd. AQUA Update
¾ Audit Trails for all Data Editions, Updations and Deletions
• Billing & Collection from 1st November
¾ Modifications through the Web
• Enhancements
– Following are the Enhancements we are providing in the 
¾ Dispute Registration from Citizen Portal new system
¾ Extensible approach to identify a Property & a Property Owner / ¾ Payment of Bills through Payment Gateway
Occupier ¾ Billing according to Telescopic Tariff for Domestic Connections
¾ Information about New Properties from DP, Other Departments ¾ Audit Trails for all Data Editions, Updations and Deletions

¾Time Bound Exceptions & Notifications ¾ Complaint Registration from Citizen Portal

¾ MIS Reports on the Fly ¾ Centralized Bill Printing & Barcode (could be outsourced like in 

PTAX)

¾ Temporary Connections

¾ Scrutiny Questions based Workflow
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College of India College of India
 AQUA Interface with SAP
AQUA Enhancements (Cont.)
• SAP interface is provided through the CITIZEN Portal “Citizen Services” 
¾ Addition of new processes in system like: Button for the following Services:

ƒ Meter Reading Recorder Process
¾ Complaint Registration
ƒ Meter Testing Results Recorder ¾ View Connection Details
¾ Closing of Connection
ƒ Bill Cancellation Process ¾ Reconnection
ƒ Dishonored Cheque Process ¾ View Bills & Payments History
¾ Duplicate Water Bills
ƒ Refund / Transfer of Deposits
¾ Change of Ownership
¾ Modifications in Existing Processes like:
• Payment of the Bills and Deposits by citizens through the “Payment 
ƒ Software Assignment of GAP Codes Button” CITIZEN Portal interface of SAP

• Providing the Accounts Related Information to FICO. The frequency of 
Information exchange is Configurable & can be set to 5 minutes.

Administrative Staff Administrative Staff

College of India College of India

Block Diagram
Citizens
Core Processes
• Billing

CFC
[Payment Collection, Help Desk, Certificates,
MCGM Portal
[Bill Payments, Property Info,
BANKS
[Payment Collection, IVRS
Mobile – Bills Generation after Authorization
Inspection Extracts, Duplicate Bills, Reminders, Bills, Objections, Duplicate Bills etc.]
Phones
Objections, Applications Notices, Service Requests etc.]
etc.]
– No Manual Distribution of Bills – Available Online (Login & 
Password)
Interface
ERP
DP,
– Duplicate can be Obtained at CFC, Banks, Couriered, etc. at 
Building
Nominal Cost
& Factory
Billing R.V. Trigger Workflow Obj. Scrutiny
– Bills shall be Transparent
A
M.I.S.
D
• Details of Assessment
M • Calculation of Taxes and 
Survey, Inspection
Recovery Transfer Refunds
Objection Misc. I • Changes (If Any) with Reasons
& Assessment Hearings Information N

A&C Department
– Bills to Reflect Current Year Details, Past One Year Outstanding 
Details and Consolidated Previous Years Outstanding
• Online Drilldown Capability
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College of India – Penalties and Rebates
College of India
 Portal Services CFC Services
• Application (SLA Based Processing) • Payment Collection by Payment • Additional to Portal Services
– Request for No Dues Certificate Gateway Linkages
– Request for Property Extract ▫ Multiple Payment Modes and
– Transfer of Property Combinations
• Helpdesk 
– Request for Payment Refunds ▫ Single Bill and Multiple Bill
– Request for Previous, Current, Duplicate Bills Payments – Duplicate Bill
▫ Part Payments by Order of
Taxes and Rules for “%”
– Check Payment Dues
• Objections (Special Notice)
– Logging  ▫ Penalties – Payment History Details
– Statuses – FAQ’s
• Subscription Based
• Helpdesk ▫ SMS Reminders (At Cost) – Application Attachment Details
– Check Payment Dues ▫ Email
– Payment History Details
– FAQ’s • Property Info
–0
– Application Attachment Details ▫ View Only Information
▫ Flat Details (App Mode)
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College of India College of India

Bank Services
Other Citizen Interfaces
• Previous, Current Duplicate Bills
(Information Only)
• Payment Collection
– Multiple Payment Modes and Combinations • I.V.R.S.
– Payment Dues
– Single Bill and Multiple Bill Payments
– Part Payments by Order of Taxes and Rules for “%”
• Mobile Phones
– SMS Reminders

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College of India College of India
 Coordination Legacy Systems with ERP‐SAP Network – Connectivity
GIS
Vehicle
Health
tracking

Fire
Octroi
Brigade Primary Data Center 24 wards
34 Fire stations

WAN Network
Over 110 LL+ ISDN Lines
Property Biometric
tax Attendance
10 Mbps Covering 550 building
2 Mbps
ERP- MCGM
Citizen Services Municipal Head 25 Hospitals
Project Management Office 64 /128 Kbps

Water Material Management

Finance Budget Control
DMS
Billing
Fleet Management
E-Tendering
Human Resource
Real Estate
Implemented
6 Octroi Nakas 3 Dumping Grounds 19 Garages 50 pumping stations
Under Implementation (planned) (planned)

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College of India College of India