Page 60 - HUDCO Award for Best Practices - 2024

THEME: SANITATION

multiple payment gateways. A call centre which operates 24 X 7 was also set up which had trained officers who would receive calls
from both public and service providers and sort out any issues which they faced. The call centre has necessary man power, hardware
and software to handle multiple calls concurrently. The booking portal also had a full swing administration area which could be
accessed by the call centre and officials. All information about the trucks, bookings and service delivery was presented to the users by
the system in an informative way for effective decision making. The GPS data was presented in map interface for real time monitoring
and automated systems were put in place to monitor the data and to find out if any malpractices are made. The system uses a
scheduling algorithm and allocates each booking to a truck based on its priority. The algorithm is designed to adjust the allocation
so that all drivers get bookings evenly.
The service providers were given a mobile app which alerted them about any new bookings allocated to them and provided a digital
pass for moving the waste. The QR code-based pass can be scanned and information about the truck can be seen by officials. Once the
truck reaches the plant, the operator at the plant will scan the QR code and takes a photo of the truck as proof of service completion.
The plant and decanting stations are also fitted with ANPR cameras which are integrated with the system. So, whenever a truck
arrives at the plant, the system will get the information. Once service is completed, the service charge will be transferred to the service
providers account digitally without any physical file movements.

The system was very successful and public opinion was positive. The corporation’s own trucks were also linked to the system there by
making it a total solution for septage waste movement. The truckdrivers and workers were given regular training on scientific waste
movement and precautions to be taken. Necessary gears and uniforms were supplied to them regularly. This capacity building exercise
has empowered the service providers and presently they have taken more responsibility towards waste movement without causing
pollution. This social reformation brought about by the digital system has put in place a permanent framework for eliminating the
serious issue of pollution of water bodies with septage waste.
The service delivery time-line and quality has improved many folds since the implementation of the project. It took days or weeks for
the end user to get the service earlier and presently it takes only hours. The operations which took place only at night mainly due to
the illegal nature of the service was shifted to day time fully since the system was in place. Also the end users are provided with real
time information on what is happening on their booking via the Smart Trivandrum mobile app. The details of the vehicle and driver
who is assigned to execute the work, the time-line of each activity and other relevant information is available at the fingertips of the
user. Moreover, the citizens had no way to complain against issues in quality or other aspects or service earlier. Now they can contact
the call centre or post their complaints via the online grievance redressal system which will be monitored and rectified on time.

Software for centralised coordination: The key component of the architecture of the system was the central software which acted
as the command and coordination centre connecting all the stakeholders to a single point. This acted as the brain of the system and
allowed data transfer between various other connected systems.

Mobile app for drivers: The truck drivers were given an android mobile application which they can install in their own phone. The
communication between the central system and drivers happens via this app.

Public app for end user: The general public were provided with a mobile application which can be used to book the service. The
status of the booking was available to them in real time via this app. Thus the central system could communicate with the end users
via this app.

Septage Call Centre Service: The call centre was equipped with hardware and software for high call volumes. It could receive
concurrent calls from multiple lines via a software component which was further integrated with the central system. Thus the call
centre executive could see the relevant information related to the caller like current and past orders, tickets etc on the screen when
a call came in. A mobile number 9496434488 , A landline number 0471 2377701 and a septage central complaint number 14420 are
attached to this call centre.

IRNSS based GPS Integration: The trucks were fitted with AIS 140 GPS/IRNSS devices which were directly integrated to the central
system via HTTP protocol. The device fed the data in predefined format which allowed the system to determine the realtime location
of the truck.

Geofencing of plant : The treatment plant and the decanting stations were geotagged and the GIS information was fed to the central
system. Based on this data and the data from the GPS device fitted in the truck, the system could monitor and identify when a truck
arrives at a decanting station.

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