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CIVILCOPS X

HARPATH,
HARYANA
GOVERNMENT
 APRIL - MAY 2018

PROBLEM STATEMENT PARTNERS

Haryana Government launched the Harpath App in

September 2017, to enable citizens to report the road

conditions like damaged road and accident blackspot

along with location based information and photograph. 

- Haryana Government now wants to increase the outreach

of the HARPATH initiative.

- Want people to sign up on the initiative without using a

mobile app or a website, to ease access.

- Want an improved feedback mechanism on the grievances

submitted by citizens. 

- Integrate regional language, and enable mixed-language

reporting.

PROPOSED SOLUTION - SYNOPSIS

CivilCops proposed to Principal Secretary, Department of Electronics & I.T,

Haryana Government, an end-to-end solution for solving these challenges. 

The solution consists of an artificially intelligent  Facebook ChatBot with an

in-built feedback mechanism. 

The complaint management system would be integrated with our analytics

module to make use of the incoming citizen data.


PHASE-WISE TESTING & DEPLOYMENT

TESTING ANALYTICS &


CHAT-BOT TESTING VOICE
WORK MANAGEMENT
IMPLEMENTATION ASSISTANT
SYSTEM

Our solution consists of two-parts to solve the challenges, the first is a

citizen-facing, artificially intelligent chat-bot, integrated with Facebook,

using which citizens can chat, send photos & videos, submit location of the

incident. It is as if the citizen is chatting with is friends or family members.

The chat is automated with Natural Language Processing (NLP), is very

personalized and responsive. The chat-bot is trained in English, Hindi &

Hinglish, Haryanvi would be added gradually. There is an in-built feedback

mechanism that feeds in live-data on the dashboard and cross-references

with employee job status.       

The second part of the solution is a Work Management System which is a

decentralised web and mobile based software that helps government

employees manage all the complaints at one place, decentrally. This means

that every employee has his own ID and Password, using which he logs on

and checks the cases assigned to him by the system.  For Haryana

Government, we would be testing this sytem with a department to check

efficiency and integration-ease.  

This platform has various access levels for the hierarchy in the department, so

the supervisors can view complaints of all their subordinates, monitor their

progress and assess performances. 

A collaborative chat tool can help the employees call for extra resources or

raise flags regarding the case-at-hand.                    

MEASURABLE IMPACT METRICS (KPI)

Increase in reach of the HARPATH initiative, more people signing up and

reporting potholes and damaged roads.

Reduction in time taken for complaint assignment, a commensurate reduction

in resolution time and the correlation.

Number of substantial data-driven insights from the user-data through the

chat-bot.

Decrease in usage of other forms of complaint channels to measure shifting

preferences and user friendliness.

Increase in user-feedback of the initiative, as compared to HARPATH Mobile

App.

ALL RIGHTS RESERVED WITH TAVROI RESEARCH PRIVATE LIMITED, NEW DELHI, INDIA
CIVILCOPS X
DUBAI TAXI
CORPORATION,
DUBAI, UAE
 MAR - APRIL 2018

INTRODUCTION PARTNERS

Dubai Taxi Corporation, a subsidiary of the Roads &

Transports Authority manages a fleet of over 6,000 taxis,

that complete more than 50 million trips annually, carrying

people all-around Dubai. 

With such a huge customer-base, DTC continuously seeks

to improve the in-taxi experience to keep the riders and

the drivers happy. 

PROBLEM STATEMENT

Since the launch of UBER and Careem, online-taxi booking

services, Dubai Taxi Corporation is facing competition to

provide top-notch rider-service. 

Need to measure the happiness of riders, and take in real-

time feedback during the journey, with minimal hardware

installation. 

Also need to measure driver feedback on customers, roads &

services by DTC through the existing POS systems and

cameras. 
PROPOSED SOLUTION & DEPLOYMENT

HEATMAPPING &
FACIAL EXPRESSION LOCALIZED CHAT &
ANALYTICS FOR GEO-
RECOGNITION VOICE INTERFACE 
BASED INSIGHTS

CivilCops' solution for Dubai Taxi Corporation was a combination of facial

sentiment recognition through the cameras installed inside the taxi. 

These cameras would feed in a snapshot of the rider sentiment at the time of

billing, after showing a message on the POS/Billing screen. The sentiment of

the rider would be transmitted and processed to measure the emotion. 

In the same way, the driver's alertness and emotions would be captured after a

fixed duration, every day and transmitted to the dashboard in real-time. 

This data would be processed to show individual and overall sentiment

analytics of the riders and drivers travelling around Dubai using heat maps and

graphs.

A sticker on the window pane of Dubai Taxi mentions a number and a barcode,

on which the riders can give a missed call, to get a link to the chat-bot which

opens on Facebook, so they can easily give feedback or raise concerns about

their journey. 

For the feedback from drivers, we are planning to integrate a voice response

system in the Dubai Taxi POS, wherein the drivers can press a button and speak

out their concerns.

DELIVERABLES & KPIs

Driver Happiness Report showing summary details of alertness/happiness of

drivers over a period of one week for one Taxi, and simulation of the data for

1000 customers and 200 taxi drivers.

Smile Feedbacks for the Taxi showing how happy people are when they ride in

the Dubai Taxi.

Improved customer experience, and ease by reporting seamlessly through an

automated chat-platform.

Tracking Dashboard for issues and suggestions reported, for analytics and issue

resolution, sending notifications to customers and getting deeper feedbacks. 

ALL RIGHTS RESERVED WITH TAVROI RESEARCH PRIVATE LIMITED, NEW DELHI, INDIA

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