Kisan Call Centre

Infrastructure

The Kisan Call Center infrastructure is placed at three locations namely -

1. A professionally managed Call Center (Level-I)
2. A Response Center in each organization, where services of Subject Matter. Specialists are made available (Level-II)
3. The Nodal Cell (Level-III)

Infrastructure At Level-I

        The technical infrastructure at Level-I is the most critical and complex. The farmers’ call lands on a switch in BSNL and the same is transferred to one of the 8 hunting lines (on first come first serve basis) at the Call Center premises. Here there will be two Agriculture Graduates picking up these calls and capturing data.

         To facilitate this, the hunting lines will have interface with Local Area Network (LAN) at the premises of a Call Center. Two nodes of LAN (with two computers, two telephones with head phones and tele-conferencing facility, support of the server and Internet connectivity) will be dedicated to Kisan Call Center. The entire backup support system consisting of Uninterrupted Power Supply (for both server and the nodes), Air-conditioning System and other logistics will be made available by the Call Center. The responsibility of the Nodal Officer is to see that two Agriculture Graduates are placed to serve as Level-I functionaries as Agri-communicators at the identified Call Center. The whole technical infrastructure at Level-I (including dedicated line with a toll free number identified by Ministry of Agriculture, Govt. of India) will be owned and maintained by Call Center Management.

Infrastructure At Level-II

        It is proposed to have a Response Center in the working territory of each Institution or Agency, who will provide services of Level-II functionaries. The basic infrastructure at Level-II includes a dedicated high bandwidth telephone line (preferably 128 kbps ISDN line), a Desktop Computer System with Internet connectivity, one printer and a 2 KVA UPS system and appropriate logistic support in terms of an exclusive room with air-conditioning. This will be organized by the Nodal Agency at the identified resource institutions.

Infrastructure At Level-III

        The Level-III operations will be managed at the identified Nodal institutions. The basic infrastructure at Level-III will include a dedicated high bandwidth telephone line (preferably 128 kbps ISDN line), a Desktop Computer System with Internet connectivity, one printer and a 2 KVA UPS system and appropriate logistic support. The Level-III is supposed to be manned by a Senior Officer from the Nodal Institution. The infrastructure will also include appropriate software for analysis of call data and reporting mechanism (with provision for daily, weekly and monthly reporting systems with support on crop / enterprise wise, region wise and issue wise reports). This system demands a support of an ICT Facilitator of the Nodal Institution to continually support proper logging, analysis, documentation and reporting at Level-III. This will be organized by the Nodal Institution at their own premises.