Contents
Undertaking i
Certificate iii
Acknowledgments v
Abstract vii
Table of contents ix
List of figures xv
List of tables x
Chapter -1 Introduction xiii
1.1 Background Study 1
1.2 Positioning of the Research 4
1.2.1 Research Domain 4
1.3 Problem Statement 4
1.4 Aim and objectives of the Study 5
1.4.1 Objectives 5
1.4.2 Limitation 5
1.5 Research Methodology 5
1.6 Timeline of the Research 7
Chapter -2 Literature Review 8
2.1 Understanding the evolution of COMMAND-AND-CONTROL Centre from the history 9
2.1.1 Case Study: Rio de JANEIRO (Smart city initiative with first urban command Centre) 10
2.1.2 Why is there a need of Command Centre in INDIAN? 12
2.2 Integrated command and control Centre in Indian smart cities 13
2.2.1 Primary Aim to establish ICCC in Indian Smart CITIES 14
2.2.2 The purpose of the ICCC 15
Chapter -3 Contextual Background 16
3.1 Ahmedabad City 17
3.1.1 Ahmedabad Smart City 18
3.1.2 Smart City Ahmedabad Development Limited (SCADL) 19
3.1.3 Smart city initiatives by SCADL 19
3.2 Establishment of ICCC Ahmedabad 20
3.2.1 Objectives of ICCC ahmedbad 20
3.2.2 Services are as follows 21
3.3 Structure of Integrated Command and Control Centre 23
3.3.1 Installation Layer (Application and Device Layer) 24
3.3.2 Integration Layer 24
3.3.3 Platform and Analytics Layer 25
3.3.4 Physical structures Layer 25
3.4 Stakeholders Involved 26
3.4.1 Public Agencies 26
3.4.2 Private Agencies 26
3.4.3 Funding and Implementing Agencies 27
3.5 Value Addition of Establishment of ICCC 28
3.6 Initative of Grievance redressal mechanism by the Government of India 28
3.6.1 What is Grievance Redress MECHANISM? 29
3.6.2 Public grievance redress mechanism in central government ministries/ departments/ organisations 29
3.7 Understanding of Complaint Redressal System of Ahmedabad 32
3.7.1 Various mode to register the complaint 33
3.7.2 Understanding of Citizen Charter 33
3.7.3 Timeline of Complaint Redressal System 34
3.7.4 Flow of E-governance before ICCC 35
3.7.5 Complaint process in CCRS after integrating in ICCC 36
3.7.6 Process of Registration on complaint through mobile application 37
3.7.7 Complaint Departments 38
3.7.8 Complaint Category 39
3.8 Value Addition in CCRS system After integration in ICCC 39
3.9 Case Studies of Pune Complaint Redressal System 40
3.9.1 Understanding the City 40
3.9.2 Pune smart city 41
3.9.3 Vision for integrated command and control Centre for Pune city 42
3.9.4 E Governance 42
3.9.5 Grievance Management System (GMS) 42
3.9.6 Social media presence for PMC in order to foster a stronger connection with the public 44
3.9.7 Departments involved in the Grievance Management System...45 3.9.8 Value Addition of the system 47
Chapter -4 Critical Analysis of the Research 48
4.1 Quantitative Analysis 49
4.1.1 The Parameters Identified for Citizen survey 50
4.2 Qualitative Analysis 50
4.2.1 The Parameters Identified for Officials Interview 51
4.3 Analysis of the Statistical data of the CCRS system over the period. 54
4.4 Stakeholder’s Survey and Interview 55
4.5 Analysis from the Citizen Survey 56
4.6 Inferences from People Working In CCRS Department in ICCC 56
4.7 Inferences from AMC Officials from Engineering DEPARTMENT 58
4.8 Inferences from AMC Officials from Solid Waste DEPARTMENT 59
4.9 Inferences from AMC Officials from Health Department 60
4.10 Inferences from Interviews of the citizen 61
4.11 Technological Barrier 62
4.11.1 Digital divide among the Unprivlaged people 62
4.11.2 Technological issues from the CCRS system 62
4.12 Knowledge Barrier Among Officials 63
4.13 Awareness Barrier Among the Citizens 63
4.14 Cummilative all the observation and analysis of various stakeholder’s 65
4.14.1 The Perspective of the Citizen 65
4.14.2 CCRS System at ICCC 65
4.14.3 Amc Official’s Issues 65
Chapter -5 Recommendations 66
5.1 Recommendation for the Issues faced by the Citizens 67
5.1.1 Awareness among the citizens 68
5.1.2 Recommendations For technological Barriers 69
5.1.3 Recommendations to Create a bridge of trust between citizens and government 69
5.2 Recommendation for Improvement in CCRS System 71
5.2.1 Resolving the Glitches faced by the citizens in the system 71
5.2.2 Upgradation of the system 72
5.2.3 Updating dashboard and opening up data for Citizens 72
5.2.4 Analysing the data for better decision making 72
5.3 Recommendation for Officials Working in the System 73
5.3.1 Recruiting well educated Phone operators 73
5.3.2 Proper Training must be Given to the People working in the system 74
5.3.3 Conducting workshops for Ward 74
5.3.4 Recruiting a technical person in every zonal 75
5.3.5 Recruiting additional workforce in every zonal office 75
5.4 Recommendations from Learnings from the Case study of GMS, Pune ..75
5.4.1 Integration of New departments 75
5.4.2 Aimming towards Citizen Centric System 76
5.4.3 Updating the Dashboard 76
5.5 Conclusion 76
6 References 77
Appendix 1: Questionnaire prepared for Survey’s and Interviews 74
Appendix 1: Images of the Field visits 77