1

BPR IMPLEMENTATIONS IN
GOVERNMENT OFFICES OF
TAMILNADU AND IN VEGETABLE
SUPPLY CHAIN

Guidelines
Analysis of the various processes involving BPR implementations
in Government offices of Tamilnadu and in vegetable supply
chain has been made in this report for both As-is and To-Be
models. Required information have also been provided for both
the models.
You have to draw the three types of Process Maps discussed
in 7th session in the places written the question statement
DRAW THE PROCESS MAPS DISCUSSED IN 7TH
SESSION

(SIPOC/VSM/PROCESS

MAP

WITH

SWIMLANES)
As-is and To-be processes to be mapped assigned to
Groups as follows:
Question# 1 : Group 1
Question# 2 : Group 2
Question# 3 : Group 3
Question# 4 : Group 4
Question# 5 : Group 5
Question#6 : Group 6
Question# 7 : Group 7
Question# 8 : Group 8
Any group may also answer other questions not assigned to
them. Answering assigned question is mandatory.

1. OBJECTIVE
To review the various BPR initiatives and implementations in the Government offices of
Tamil Nadu.

2. SCOPE OF THE PROJECT

The review of BPR initiatives and implementations are only from the offices in the state of
Tamil Nadu. In order analyse in-depth, only one state is selected for the project.

3. INTRODUCTION
The Department of Information Technology (DIT), Ministry of Communication and IT
(MCIT), Government of India, launched in 2003, a major countrywide initiative Horizontal
Transfer of Successful e-Governance Initiatives aimed at spreading the benefits of eGovernance to all citizens.
Funded under National e-Governance action plan, e-District project is an ambitious project
under State Mission Mode Project (MMP). Wipro Ltd. has been empanelled by the
Government of Tamil Nadu for consulting and program management for e-district project in
the pilot districts.

4. GRIEVANCE REDRESSAL OF FARMERS

4.1 AS-IS PROCESS
Grievance Redressal is an integral part of any administration. "Grievance Redressal" primarily
implies the receipt and processing of complaints from citizens and consumers by any administration. The
grievance redressal mechanism of farmers is an important parameter to measure the efficiency &
effectiveness of the Agricultural department off the Government as it provides valuable citizen feedback on
the administration.

Stakeholders involved

Farmers
Joint director of agriculture
Assistant director of agriculture
Agriculture officer
Assistant agriculture officer

4.1.1 Process Description

Step 1: Grievance are provided as a written petition on last Thursday of every month by
individual farmers or by Farmers association.
Step 2: Petitions are sorted accordingly and is sent to Joint Director of Agriculture.
Step 3: The Joint Director of Agriculture forwards the petition to the Assistant Director of
Agriculture.
If it is related to Agriculture then the petition is forwarded to Assistant Director of
Agriculture. Else it is forwarded to respective experts like Animal Husbandry etc.,
Step 4: The Assistant Director of Agriculture forwards the petition to the Assistant agriculture
Officers.
Step 5: The Assistant Agriculture Officers visits the fields and a report is prepared based on
the percentage of damage of the crop. The report is forwarded to the Joint Director of
Agriculture.

Step 6: Based on the certificate provided by the Assistant Agriculture Officer actions are
taken by the Joint Director of Agriculture.

4.1.2 Process Analysis

The presence of multiple players and their roles & responsibilities as defined makes the
process more "people oriented" rather than "process oriented". This process seems to be
highly networked and complicated. We can see the interdepartmental interface is high
whereas the transparency is low.
The actual processing time is given below.
Activities
Grievance petition submission
Sorting & forwarding to JD
JD to assistant director
Assistant director to AAO
Field visit & report preparation
Report submission to JD
Citizens visits to avail the service

Whereas the timeline as observed in existing process are 35 to 40 days.

Question#

1:

DRAW

THE

PROCESS MAPS DISCUSSED IN

7TH

SESSION

(SIPOC/VSM/PROCESS

MAP

WITH SWIMLANES)
4.2 TO-BE PROCESS
From the as-is process, it has been concluded that the following degree of BPR change is
required.

Change in the existing process with classification of grievance based on the criticality

and definite time lines

Provision for the stakeholders to know the status of the petition by providing definite

status at each level

Automation of the processes

4.2.1 Process Description

Step 1: The Form Availability component ensures availability of application form and the
applicant fills the application form.
Step 2: Application is recieved by the agriculture department / CSC and the applicant is
provided with a receipt which includes a service request number and process date of delivery
Step 3: eDA routes the application to grievance redressal cell and from there it is forwarded
to the respective officials.
Step 4: Application is forwarded to the Joint Director of Agriculture.
If the grievance is related to agriculture then the application is forwarded to Assistant
Director of Agriculture else it is sent to respective experts .
Step 5: Agriculture officer conducts the field verification & sends the report.

If the grievance is not related to agriculture, then the report is received from the respective
department.
Step 6: Based on the reports received, the feedback is saved in eDA and is provided to the
farmers.

4.2.2 Process Analysis

Activities
Filling of application
Generation of receipt
Updating status onto eDA
Application forwarded to Grievance redressal cell
Application forwarded to agriculture officer
Field verification by AO/AAO
Feedback given to farmer

No. of days

1
2
4
2
9 days

The as-is process which took around 35 -40 days, with the BPR initiative undertaken took
only 9 days for the entire process. Also, upon the usage of IT systems the service level has
gone up compared to the previous "people driven processes".

Question#

2:

DRAW

THE

PROCESS MAPS DISCUSSED IN

7TH
SESSION(SIPOC/VSM/PROCESS
MAP WITH SWIMLANES)

5. REGISTRATION WITH EMPLOYMENT EXCHANGE

5.1 AS-IS PROCESS
In Tamil Nadu, the department of employment & training runs 35 employment exchanged to
bring a matching of demand and supply of work opportunities. Apart from the regular one, a
special employment exchange for physically challenged is also functioning.
Based on the qualification and nature of job required, multiple options are available for a
person to register.

Stakeholders involved

Citizen / Applicant
District employment officer
Junior employment officer
Registration clerk

5.1.1 Process Description

Step 1: The registration clerk issues the application forms to the candidates.
Step 2: Candidates willing to avail the services of the employment exchange program will
have to fill in the application form. While submitting the form they should also attach the
copy of Government issued ration card and the education details of the candidates.
Step 3: The Registration Clerk receives the filled in application form and perform the
verification process.
Step 4: Post verification, an unique registration number is allotted to the candidate after
entering the details into Identity card and Index card.
Step 5: NCO number is allotted for the candidate by the employment officer after referring to
the National Classification of Occupations book.

Step 6: The NCO number is now recorded in the computer by the clerk and issues the
identity card to the candidate which contains the next renewal date.

5.1.2 Process Analysis

The presence process of issuance and service delivery largely resembles manual operation
eventhough certain processes are automated. The transparency involved in this system is low
and the computers are used only for data entry and for taking print outs.
The problems faced by this syem are inadequate manpower and large number of applications
during exam times. Also non-availability of online system is a serious issue for this process.
The existing system is not user-friendly.
During the study, consultants observed that the registration of job seekers with the
employment exchange takes place within the stipulated time. But the staff and citizens find it
difficult to cope up with the system due to high volume

Question#

3:

DRAW

THE

PROCESS MAPS DISCUSSED IN

7TH
SESSION(SIPOC/VSM/PROCESS
MAP WITH SWIMLANES)
5.2 TO-BE PROCESS
The degree of BPR required is only medium as the process is not very complicated but there
is huge scope to improve it to meet volume realities.

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5.2.1 Process Description

Step 1: The form availability is ensured by the form availability component.
Step 2: The applicant is given a receipt that contains the Service Request Number and the
expected delivery date.
Step 3: The e-District Application now sends the application to Employment Officer.
Step 4: The Employment officer in turn proceeds the physical application to the registration
clerk for further verification.
Step 5: Post verification the registration clerk allots an identity card.
Step 6: Now the registration clerk forwards the application back to the Employment Officer.
Step 7: The Employment Officer assigns the National Classification Occupation number and
approves the documents with signature.
Step 8: ID card details and the renewal date are updated and saved in the e-District
Application database.

5.2.2 Process Analysis

The automated workflow and digital signature speeds up the service delivery time and
improves service levels for the service. The service can be availed by the citizens from the
home and need not travel to employment exchange offices.

Question#

4:

DRAW

THE

PROCESS MAPS DISCUSSED IN

7TH

11

SESSION(SIPOC/VSM/PROCESS
MAP WITH SWIMLANES)
6. ISSUANCE OF SOLVENCY CERTIFICATE
6.1 AS-IS PROCESS
Solvency certificate is needed for getting a contract, participating in an auction, etc.
Application for the same has to be submitted to the Tahsildar/VAO. The enquiry about the
following will happen:

Address mentioned in the application is right or not (file verification).

Property is in the applicants name or jointly with others
Solvency certificate is offered based on immovable property. Verification would be
performed if the property falls under immovable or movable properties.
Guideline value and the structural value of the property by the designated official

6.1.1 Process Description

Step 1: Applicant applies for Solvency certificate at Village Office along with a Challan of
Rs.150 for property worth Rs.50,000 and Rs.200 for every additional 50,000 thereof Submits
the following documents:

Letter detailing the purpose of application

Encumbrance Certificate.
Proof of Ownership
Copies of Village A Register
Adangal and Chitta Certificate

Step 2: The application is recorded and scrutinize in the Distribution Register (DR).
Step 3: The Revenue Inspector/VAO performs the field inspection and submits his report to
Tahsildar/ Deputy Tahsildar. The information verified includes property tax payments, land
revenue records and valuation certificate
Step 4: DR is updated based on the report submitted by RI/VAO.

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Step 5: Tahsildar/Deputy Tahsildar issues solvency certificate. If required, they perform spot
checks on the report submitted by the RI/VAO.

6.1.2 Process Analysis

The Solvency Certification process as existing in the district is manual. The front end is
manual and the entire process of service delivery is manual which includes physical
verification and multiple levels of recommendations before final approval. This process when
seen in perspective of physical verification requirement as defined in other processes, highly
resembles a common loop of secondary level process (of physical verification and
recommendation) leading to high duplication and redundancy in this particular processes and
in all other processes where this loop is exiting. Legal validity of certificate from issuance
perspective needs to be addressed.
Following table shows the time taken:
Activities
Application submission
Field verification / enquiry
Report submission
Certificate issuance

Question#

No. of days
1
3 to 5
1 to 2
2
7 to 10 days

5:

DRAW

THE

PROCESS MAPS DISCUSSED IN

7TH
SESSION(SIPOC/VSM/PROCESS
MAP WITH SWIMLANES)

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6.2 TO-BE PROCESS

High degree of BPR is required as it involves multiple levels of interface of various players.
Also there is a need to realign the processes inorder to to remove the redundancy. Also
various processes need to be digitized.

6.2.1 Process Description

Step 1: The Form Availability component ensures availability of application form and the
applicant fills the application form.
Step 2: Application is recieved by the Taluk office / CSC and the applicant is provided with a
receipt which includes a service request number and process date of delivery
Step 3: eDA routes the application to VAO and VAO receives the application
Step 4: Supportive documents are sent to respective VAO and VAO queries the eDA
database.
Step 5: If details provided by the database are correct, then the VAO forwards it to Tashildar
through eDA. If suppose the details are incorrect, according to the Rejection component the
application is rejected.
Step 6: The digitally signed copy is saved in a database by eDA
Step 7: The applicant receives the certificate according to the method he has chosen initially
Step 8: If suppose the details of the applicant are not found in the database, the VAO
performs field verification and enters the data collected in eDA and then forwards the
application to Tashildar
Step 9: If details are correct then Tashildar accepts the application else he rejects the
application.

6.2.2 Process Analysis

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1 Day

Filling of Application
Generation of Receipt
Updating status onto e-District application
Application Forwarded to VAO

3 Days

VAO does the Field Verification

VAO updates the verification result in the e-district database
Application is forwarded to Tahsildhar for final approval

3 Days

Tahsildhar does a final approval or rejection of the application

We can see from the to-be process that all the redundance steps are removed and the entire
process is simplified into 2 main steps:

VAO does the physical verification and updates the eDA

The final approval is done by Tashildar after checking the database.

Question#

6:

DRAW

THE

PROCESS MAPS DISCUSSED IN

7TH
SESSION(SIPOC/VSM/PROCESS
MAP WITH SWIMLANES)

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7. Vegetable Supply Chain

7.1 AS-IS PROCESS
In India More than 50% of the fresh fruits and vegetables from Farm Land goes into dump
yards. Main underlying problems in this supply chain are:

Delays in transportation.
More number of middle man in the whole chain.
Irregularities in manual auctioning process.

7.1.1 Process Description

Step 1: Farmer Harvest the vegetables and checks for the quality standards specified to him.
All quality goods he will transport to APMC markets and all others will be either sent to local
market or will be dumped.
Step 2: At the APMC Market the commission agents will aggregate all the supply and
demands, based on these values they decide upon base price (staring price for the auction).
Step 3: The auction process is conducted with all retail vendors and local vendors.
Step 4: After the auction process, the gods will be packed into prescribed boxes and will be
transported to retailers.
Step 5: At the retail outlet also there will be inwarding process, post which the goods will
undergo one more round of grading. Finally they will be kept on shelf.

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Question#

7:

DRAW

THE

PROCESS MAPS DISCUSSED IN

7TH
SESSION(SIPOC/VSM/PROCESS
MAP WITH SWIMLANES)
7.2 TO-BE PROCESS
Because of more number of middle man and delays & irregularities in existing process,
quality and cost are taking a hit. To deal with these problems, we have implemented a process
to eliminate middleman from the whole process.

7.2.1 Process Description

Step 1: Farmer Harvest the vegetables and checks for the quality standards specified to him.
All quality goods he will transport to FCC and all others will be either sent to local market or
will be dumped.
Step 2: At FCC one more round of grading happends and all quality goods will be sent for
packaging and others will be dumped.
Step 3: These packaged vegetables will then be transported to retail stores. And then on to
shelf.

7.2.2 Process Analysis:

The term "middleman" describes an intermediary between a producer and an end customer. In
a typical distribution channel, the middleman is the wholesaler or the retailer. Manufacturers
would eliminate the middleman by selling products directly to retail stores or consumers.

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Wholesalers can do the same by skipping retailers and selling directly to consumers. This
strategy has some advantages over a straightforward distribution process.

Cost Savings
Better Value
Efficiency
Environmental Impact

Question#

8:

DRAW

THE

PROCESS MAPS DISCUSSED IN

7TH
SESSION(SIPOC/VSM/PROCESS
MAP WITH SWIMLANES)