eSarkar Helpdesk Document
June, 2012
Version 1.0
TCS Confidential 2
Notice
© 2012 Tata Consultancy Services Limited
This is a controlled document. Unauthorized access, copying, replication or usage for a purpose other than for which it is intended, are prohibited.
All trademarks that appear in the document have been used for identification purposes only and belong to the respective companies.
Government Industry Solution Unit (ISU) TCS Punjab IFMS & IWDMS Team
Document Release Note
Document DetailsName Version Number Description
Helpdesk 1.0
This Document describes Methodology and Prcoess of Support at e-Sarkar Helpdesk
Revision Details
Reference No Action Taken ( Add / Del / Change / Replace)
Preceding Page No.
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This document and any revised pages are subject to document control. Please keep them up-to-date using the release notices from the distributor of the document.
Approved by: Authorized by:
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Contents
1. Overview ... 6
2. Location Details and Office Hours ... 7
3. Application Support ... 8
4. eSarkar Helpdesk Support Levels ... 15
List of Abbreviations
Abbreviation Expanded Form
TBP Treasury Bill Processing
OBP Online Bill Processing
BT Book Transfer
DMO Debt Management Office
DDO Disbursement Drawing Office
GoP Government of Punjab
CTP Cyber Treasury Portal
AG Accountant General
HoD Head of Department
CO Controlling Officer
CSS Central Sponsored Scheme
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1. Overview
The eSarkar Helpdesk provides the support to the users from 95 Treasuries and 44 Departments approx. including Main & Mini Secretariat. eSarkar helpdesk provides the technical and functional support to all the users covered under the project. The Helpdesk will also serve as Project Information Centre where in users can come and get awareness about the application, get their queries resolved and also try hands on experience of the application. Some of the functions of eSarkar Helpdesk cum Project Information Centre are as follows: • eSarkar Helpdesk
o Technical and functional support manned by 5 support staff having PC and Phone. o Respond to the user queries/problems and resolve the issues or raise a problem
request in the system.
o Toll Free number for first level support
o Serve as a single point of contact for all Infrastructure related problems o Serve as a single point of contact for all Application related problems
• Project Information Centre
o 4 Workstations with access to the applications
o User can directly contact with the helpdesk for the demonstration of application and practice the same.
o Individual training needs related to application usage will also be addressed at Information Centre.
2. Location Details and Office Hours
Help Desk Location:eSarkar Help Desk Punjab Civil Secretariat, Ground Floor, Sector-1, Chandigarh
Helpdesk Toll Free No:
1800-4190737
Email: [email protected], [email protected]
Hours of Operation:
Operating Hours: 8:00 AM to 8:00 PM on any day any department of the GoP is functional. Government holidays are excluded from operating hours.
Methods of Contact
User can contact the eSarkar Help Desk by using the following mediums-
• Medium I: User can call o following Toll Free Number of E-Sarkar Help desk-
o
Toll Free No: 1800-4190737• Medium II: Users send an E-mail to eSarkar Help desk-
Email: [email protected], [email protected] • Medium III: Users can Visit eSarkar Help desk at following address-
o eSarkar Help Desk Punjab Civil Secretariat, Ground Floor, Sector-1, Chandigarh.
• Medium IV: Users can directly Login into eSarkar Helpdesk Manager-
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3.
Application Support
The eSarkar Help Desk provides support for the following applications (Incident Area /Sub Area) and services.
IFMS Application
o Treasury Bill Processing (TBP)
Unable to Complete Detail Bill Entry
Unable to print cheque
Bill not forwarded in Correct user account
Bill not reflected in cheque preparation
Update BT of Bill
Unable to dispatch chequre from outward o Accounting
Cash book receipt and receipt subsidiary register mismatch
Cash Account Not generated
account report not printing or unable to generate
Updation of Head Structure
Correction in voucher BT head structure / BT Amount
Direct voucher posting screen not working
While uploading Receipt E Scroll, Contact to Helpdesk error is generated. o Office Accounting
Statement of Account not generated.
Forest Account Entry is not getting saved.
AG Account entry is not getting saved. o Strong Room
Unable to update challan
Update closing and opening balance of stock o Cheque Inventory
Cheque series is not available. o Debt Management Office (DMO)
DP Sheet detail Entry not generated
Report Not Generated
Market Loan Entry is not saved o Online Bill Processing
Unable to open login ids of DDO users.
Change in amount of bill after submitting the bill to treasury office.
Unable to get bill back from treasury office.
Change user login id incase of transfer of DDO
Error occurred while saving/submitting the bill
Update head structure of bill after submitting the bill in treasury office
Grant is not reflecting in DDO Grant heads link o Cyber Treasury
Unable to register in CTP for payment of receipt.
Payment status is not reflected or showing failure.
Unable to redirecting to bank site for payment. o Grant
Unable to release amount to HOD to CO /CO to CO /CO to DDO
Unable to revoke amount from HOD to CO /CO to CO /CO to DDO
Correct/Proper amount is not reflecting in screen o Budget
Unable to forward the Budget Estimate to the next level
Unable to generate the Budget Books/ Reports
How to get the overall budget approved
Not able to release amount in a particular head o Planning
CSS Annexure before scheme code display CS
Labels are not printed correctly
Formating is not proper
Provide Print Option in Each Outlay Screen. o Pension
PPO entry not saved
Pension revision case cannot be entered
Old PPO cannot update
Pension report not generated
IWDMS Application
o Core Application Issues
Required Subjects not available
DAK not getting forwarded to correct User-ID
Not able to attach documents in KMS
Internal/External Department not available
Punjabi Font not available
Incorrect Post/Department for the user getting displayed
Unable to perform dispatch against DAK
Inward Registry showing incorrect information
Outward Registry showing incorrect information
Unable to add documents in Knowledge bank
Issue in searching old DAK/File
Issue in creating new appointments
Unable to delete documents from Knowledge bank
Unable to search contact for sending communiqué
Unable to track existing communiqué
Unable to delete old communiqués
Unable to search documents in Knowledge Bank
Common Application Issues
o Generic Common Application Issues
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o Employee Information System
Unable to update information in Employee Information System
Incorrect Information not getting displayed in Employee Information System
Unable to add Information in Employee Information System o Service Book
Incorrect information displayed in Service Book o Leave
Incorrect information displayed in Leave System
Unable to raise request for leave
Unable to find status of existing leave request o Court Case Application
Not able to find existing court case
Unable to add new court case information
Issue in generating MIS for Court Case Information o Asset Management
Problem in raising request for new asset
Unable to track status of existing asset request
Unable to approve new asset requisition o LAQ (Legislative Assembly Questions)
Problem in adding new LAQs
Issue in tracking previously added LAQs
Unable to add reply to LAQ o Loans/Advance Module
Problem in raising new Loans/Advance Request
Unable to find status of existing loans/advance request
Unable to approve Loans/Advance Request o Annual Confidential Report
Unable to add ACR Goals
Issues in adding achievements in ACRs
Issues in approving ACR o Monitoring of GOI Issues
Unable to add new GOI Issue
Unable to assign action against an Issue
Unable to update status of GOI Issue o Grievance Application
Unable to raise a Grievance
Issue in Tracking an existing Grievance
Unable to forward Grievance to required authority o RTI
Unable to add request for RTI
APIO/PIO not configured for RTI request
Not able to track existing RTI
Unable to generate MIS for RTI o VPMS – Visitor Pass Management System
Unable to generate Pass using VPMS
Photo not getting attached while creating Passes
Issues in printing visitor pass o VPMS – Online VPMS
Unable to approve VPMS request o Cabinet Meeting Module
Unable to schedule new meeting
Issue in adding agenda
Problem in assigning action items
Issue faced in responding to action items o Constitution and Monitoring of committees
Unable to create a new committee
Problem in adding members to new committee
Issue in scheduling meeting for committee
Issue in adding action items to committee members o Travel and Tour – Request
Issue in raising new Travel and Tour Request
Problem in tracking current status of request
Issue in approving travel and tour request
o Travel and Tour – Reimbursement
Issue in raising new reimbursement
Problem in approving reimbursement request
Issue in tracking status of reimbursement request o Earned Leave Encashment
Problem in raising new encashment request
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Unable to track status of existing request o Processing of LTC Request
Unable to raise LTC Request
Problem in approving LTC Request
Unable to track existing LTC request o Processing of Bills
Unable to raise new Request
Problem in approving raised Request
Unable to track existing request o Medical Bills Reinbursement
Issue in raising new reimbursement
Problem in approving reimbursement request
Issue in tracking status of reimbursement request o Cessation of Service
Issue in initiating Resignation
Problem in approving Resignation
Issue in generating Reports on Exit Statistics o Processing of Promotion
Issue in initiating Promotion
Problem in approving Promotion o Monitoring of Vacant Posts & recruitment
Unable to initiate new Vacancies
Unable to Add Selected Candidates
Unable to generate Recruitment Reports o Processing of Deputations
Unable to initiate new Vacancy for Deputation
Unable to Nominate for Deputation
Unable to Generate reports on Deputation o Processing of Transfers
Unable to initiate new Vacancy for Deputation
Unable to Nominate for Deputation
Unable to Generate reports on Deputation o Processing of Pension
Unable to raise Pension request
o Processing of Additional Pay
Unable to raise Additional pay request
Unable to approve Additional pay request
Unable to generate Report on Additional Pay requests o Annual Pay Increments
Unable to initate Regular pay increment
Unable to access Regular Pay increment Reports o Pay Fixation - On Promotions
Unable to initate Pay Fixation
Unable to generate Pay Fixation Reports o Probation & Appointment
Unable to initiate new Confirmation Request
Unable to approve Confirmation Request
Unable to generate reports on Probation & Confirmation o GPF
Unable to initiate GPF Withdrawal Request
Unable to approve GPF Withdrawal Request
Issue in tracking status of GPF Withdrawal Request o Framing of Bills or Amendments in the legislative assembly
Issue in raising new Amend Act
Issue in approving Amend Act o Processing of Audit Para
Unable initiate Audit Para
Unable to generate Audit Para Report o Departmental Enquiry
Issue in raising Preliminary Enquiry
Unable to issue charge sheet
Unable to initiate Departmental Enquiry
Unable to add Hearing Details
Unable to add Enquiry Comments
Unable to submit appeal
Unable to add Allegation Details
Issue in generating Departmental Enquiry Report o Vigilance Enquiry
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Issue in initiating Vigilance Enquiry
Issue in generating Vigilance Enuiry Reports o Land Acquisition
Issue in raising Land Acquisition Request
Unable to generate Land Acquisition reports o Hiring of Buildings
Problem in initiating Hiring of Building Request
Problem in filing Hiring of Building Tender
Infrastructure Support
o Desktop related Issue o Printer related Issue o Scanner related Issue o UPS related Issue
o Connectivity related Issue
General Issues
o Application page not getting displayed
o Password Related Issues ( Locked / Forgot Password )
o User Login ID related issues ( Forgot ID / User-ID not created) o Access Permission Issues
4. eSarkar Helpdesk Support Levels
The eSarkar Help Desk supports levels are follows:
• Level 1 Support: This is the initial Level 1 Support responsible to gather the user’s information and will raise the incident in the system and provide the Incident Number to the user and forwarded it to Level 2 Support Person apart from General Issues
mentioned in “Section 3”.
• Level 2 Support: This is a more in-depth technical support level than Level 1 and more experienced and knowledgeable on a particular Incident areas or service. Level 2 is responsible for handling the difficult or advanced problems, back-end support, and development of solutions to new or unknown issues. If Level 2 Support Person requires more information to close or resolve the issue, they will call to the respective user for necessary information. After getting the same, Level 2 supports troubleshoot the issue and find a solution.
• Level 3 Support: This is the highest level of support in a three-tiered support model responsible for handling the most difficult or advanced problems. Level 3 is responsible to track incidents even when they are being actioned by a Level 1 & 2 Support and also responsible to monitor Service Level Agreement (SLA).
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5. eSarkar Helpdesk Process
• User will call Helpdesk Toll Free number and will provide the below mentioned detail: o User ID o Name o Phone No o Email ID o Department o Location,
o Incident Area/Sub Area, o Issue Description
• The Call will be received at Helpdesk (L1 Support Level). The Support Person will raise the incident in the system and provide the incident no to the user.
• Apart from General Issues mentioned in “Section 3”, all other incidents will be forwarded to Level 2 Support Person.
• If immediate assistance cannot be obtained from the Help Desk (Level 1 Support), the person will endeavor to forward their request/indent or query to the appropriate person or group (Level 2 Support).
• Level 2 Support Person will resolve the issue and intimate to the user by email. Or
• If Level 2 Support Person requires more information to close or resolve the issue, they will call the respective user for further information. After getting the required information, Level 2 support Person will resolve the issue and intimate to the user by email.
Or
• If Level 2 Support Person unable to resolve the issue, the staff will endeavor to forward the request/indent or query to the appropriate person or group (Level 3 Support).
• Level 3 supports will take appropriate action and update the same to the user by email.
