Critical review of integrated command and control centre through the lenses of complaint redressal system : how efficient is the service delivery in Ahmedabad through CCRS system? (Softcopy is also available) (Record no. 70099)
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| fixed length control field | 05782nam a2200193Ia 4500 |
| 008 - FIXED-LENGTH DATA ELEMENTS--GENERAL INFORMATION | |
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| 082 ## - DEWEY DECIMAL CLASSIFICATION NUMBER | |
| Classification number | P TH-2660 |
| Item number | PAT |
| 100 ## - MAIN ENTRY--PERSONAL NAME | |
| Personal name | Patel, Meet (PUH20201) |
| 245 #0 - TITLE STATEMENT | |
| Title | Critical review of integrated command and control centre through the lenses of complaint redressal system : how efficient is the service delivery in Ahmedabad through CCRS system? (Softcopy is also available) |
| 260 ## - PUBLICATION, DISTRIBUTION, ETC. (IMPRINT) | |
| Date of publication, distribution, etc | 2022 |
| 300 ## - PHYSICAL DESCRIPTION | |
| Extent | xviii,79p. |
| 505 ## - FORMATTED CONTENTS NOTE | |
| Formatted contents note | Contents<br/>Undertaking i<br/>Certificate iii<br/>Acknowledgments v<br/>Abstract vii<br/>Table of contents ix<br/>List of figures xv<br/>List of tables x<br/>Chapter -1 Introduction xiii<br/>1.1 Background Study 1<br/>1.2 Positioning of the Research 4<br/>1.2.1 Research Domain 4<br/>1.3 Problem Statement 4<br/>1.4 Aim and objectives of the Study 5<br/>1.4.1 Objectives 5<br/>1.4.2 Limitation 5<br/>1.5 Research Methodology 5<br/>1.6 Timeline of the Research 7<br/>Chapter -2 Literature Review 8<br/>2.1 Understanding the evolution of COMMAND-AND-CONTROL Centre from the history 9<br/>2.1.1 Case Study: Rio de JANEIRO (Smart city initiative with first urban command Centre) 10<br/>2.1.2 Why is there a need of Command Centre in INDIAN? 12<br/>2.2 Integrated command and control Centre in Indian smart cities 13<br/>2.2.1 Primary Aim to establish ICCC in Indian Smart CITIES 14<br/>2.2.2 The purpose of the ICCC 15<br/>Chapter -3 Contextual Background 16<br/>3.1 Ahmedabad City 17<br/>3.1.1 Ahmedabad Smart City 18<br/>3.1.2 Smart City Ahmedabad Development Limited (SCADL) 19<br/>3.1.3 Smart city initiatives by SCADL 19<br/>3.2 Establishment of ICCC Ahmedabad 20<br/>3.2.1 Objectives of ICCC ahmedbad 20<br/>3.2.2 Services are as follows 21<br/>3.3 Structure of Integrated Command and Control Centre 23<br/>3.3.1 Installation Layer (Application and Device Layer) 24<br/>3.3.2 Integration Layer 24<br/>3.3.3 Platform and Analytics Layer 25<br/>3.3.4 Physical structures Layer 25<br/>3.4 Stakeholders Involved 26<br/>3.4.1 Public Agencies 26<br/>3.4.2 Private Agencies 26<br/>3.4.3 Funding and Implementing Agencies 27<br/>3.5 Value Addition of Establishment of ICCC 28<br/>3.6 Initative of Grievance redressal mechanism by the Government of India 28<br/>3.6.1 What is Grievance Redress MECHANISM? 29<br/>3.6.2 Public grievance redress mechanism in central government ministries/ departments/ organisations 29<br/>3.7 Understanding of Complaint Redressal System of Ahmedabad 32<br/>3.7.1 Various mode to register the complaint 33<br/>3.7.2 Understanding of Citizen Charter 33<br/>3.7.3 Timeline of Complaint Redressal System 34<br/>3.7.4 Flow of E-governance before ICCC 35<br/>3.7.5 Complaint process in CCRS after integrating in ICCC 36<br/>3.7.6 Process of Registration on complaint through mobile application 37<br/>3.7.7 Complaint Departments 38<br/>3.7.8 Complaint Category 39<br/>3.8 Value Addition in CCRS system After integration in ICCC 39<br/>3.9 Case Studies of Pune Complaint Redressal System 40<br/>3.9.1 Understanding the City 40<br/>3.9.2 Pune smart city 41<br/>3.9.3 Vision for integrated command and control Centre for Pune city 42<br/>3.9.4 E Governance 42<br/>3.9.5 Grievance Management System (GMS) 42<br/>3.9.6 Social media presence for PMC in order to foster a stronger connection with the public 44<br/>3.9.7 Departments involved in the Grievance Management System...45 3.9.8 Value Addition of the system 47<br/>Chapter -4 Critical Analysis of the Research 48<br/>4.1 Quantitative Analysis 49<br/>4.1.1 The Parameters Identified for Citizen survey 50<br/>4.2 Qualitative Analysis 50<br/>4.2.1 The Parameters Identified for Officials Interview 51<br/>4.3 Analysis of the Statistical data of the CCRS system over the period. 54<br/>4.4 Stakeholder’s Survey and Interview 55<br/>4.5 Analysis from the Citizen Survey 56<br/>4.6 Inferences from People Working In CCRS Department in ICCC 56<br/>4.7 Inferences from AMC Officials from Engineering DEPARTMENT 58<br/>4.8 Inferences from AMC Officials from Solid Waste DEPARTMENT 59<br/>4.9 Inferences from AMC Officials from Health Department 60<br/>4.10 Inferences from Interviews of the citizen 61<br/>4.11 Technological Barrier 62<br/>4.11.1 Digital divide among the Unprivlaged people 62<br/>4.11.2 Technological issues from the CCRS system 62<br/>4.12 Knowledge Barrier Among Officials 63<br/>4.13 Awareness Barrier Among the Citizens 63<br/>4.14 Cummilative all the observation and analysis of various stakeholder’s 65<br/>4.14.1 The Perspective of the Citizen 65<br/>4.14.2 CCRS System at ICCC 65<br/>4.14.3 Amc Official’s Issues 65<br/>Chapter -5 Recommendations 66<br/>5.1 Recommendation for the Issues faced by the Citizens 67<br/>5.1.1 Awareness among the citizens 68<br/>5.1.2 Recommendations For technological Barriers 69<br/>5.1.3 Recommendations to Create a bridge of trust between citizens and government 69<br/>5.2 Recommendation for Improvement in CCRS System 71<br/>5.2.1 Resolving the Glitches faced by the citizens in the system 71<br/>5.2.2 Upgradation of the system 72<br/>5.2.3 Updating dashboard and opening up data for Citizens 72<br/>5.2.4 Analysing the data for better decision making 72<br/>5.3 Recommendation for Officials Working in the System 73<br/>5.3.1 Recruiting well educated Phone operators 73<br/>5.3.2 Proper Training must be Given to the People working in the system 74<br/>5.3.3 Conducting workshops for Ward 74<br/>5.3.4 Recruiting a technical person in every zonal 75<br/>5.3.5 Recruiting additional workforce in every zonal office 75<br/>5.4 Recommendations from Learnings from the Case study of GMS, Pune ..75 <br/>5.4.1 Integration of New departments 75<br/>5.4.2 Aimming towards Citizen Centric System 76<br/>5.4.3 Updating the Dashboard 76<br/>5.5 Conclusion 76<br/>6 References 77<br/>Appendix 1: Questionnaire prepared for Survey’s and Interviews 74<br/>Appendix 1: Images of the Field visits 77<br/> |
| 700 ## - ADDED ENTRY--PERSONAL NAME | |
| Personal name | Bandyopadhya, Saswat (Guide) |
| 700 ## - ADDED ENTRY--PERSONAL NAME | |
| Personal name | Patel, Sejal (Guide) |
| 890 ## - Country | |
| Country | India |
| 891 ## - Topic | |
| Topic | 2020 Batch |
| 891 ## - Topic | |
| Topic | Faculty of Planning |
| 891 ## - Topic | |
| Topic | FP-PG |
| Withdrawn status | Lost status | Damaged status | Not for loan | Collection code | Withdrawn status | Home library | Current library | Date acquired | Source of acquisition | Full call number | Barcode | Date last seen | Price effective from | Koha item type |
|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|
| Not For Loan | Faculty of Planning | CEPT Library | CEPT Library | 31/10/2022 | Faculty of Planning | P TH-2660 PAT | 024141 | 31/10/2022 | 31/10/2022 | Thesis |