FSM Employee User Manual
ULB officials or employees receive the service requests and are responsible for routing these requests to specific DSOs.
Employees can -
Create Desludging Application
Log in as employee FSM Creator role.
Click on the Inbox to view the list of applications created by the signed-in user. Click on New Desludging Application option.
Select the relevant Application Channel to indicate the channel that the employee is using to create a new service request. The applicant may use the telephone to raise requests or the local office counter.
Enter the Applicant Name and Applicant Mobile No.
Payment Preference is defaulted to Pay Later.
Select the relevant Property Type and Property Sub Type.
Enter the Pincode, City, Locality/Mohalla, Slum Name, Street Name, Door No. and Landmark details in the Location panel.
Select the applicable Onsite Sanitation Type from the drop-down list. Enter the Pit Dimension or dimensions in meters for the selected sanitation type.
Select the Vehicle Type that will be required to fulfil this request. Enter the required No. of Trips and Amount per Trip details to calculate the Total Amount payable for the service request.
Click on the Submit Application button.
The application is submitted and an Application No. is generated. Click on the Download button on the screen to generate a PDF copy of the application for future reference.
The system will trigger notifications to the applicant mobile number with the application number and status updates.
Update Application
Employees can update application details on behalf of the applicant.
Search for the application by the application number or any other search filter. Scroll down the application and click on the Take Action button. Click on Update Application. Make the required changes and resubmit it.
Make Payment
Employees can collect the payment for the service requested at the counter. Payments can also be collected for applications raised by citizens online. Navigate to the employee Inbox.
Search for the application in the inbox using the search filters provided. Fetch applications that have the status as Pending for Payment. Click on the relevant application to open it.
Scroll down the application and click on the Take Action button. Click on Collect Payment.
The payment details are available on the screen.
Enter the Payer Details to proceed with the payment. Select the Paid By option as Other in case the payment is not made by the applicant. Enter the Payer Name and Payer Mobile No. details. Else, select Owner. The applicant or Payer Name and Payer Mobile No. are auto-populated from the application.
Select the relevant Payment Mode and proceed with the payment details. Click on Generate Receipt once the payment is done.
The Payment Collected acknowledgement provides the payment Receipt No. Click on the Print Receipt button to print the receipt.
The receipt gets printed.
Assign Requests to DSO
Employees assign the received service requests to relevant DSOs for action. Search for applicants Pending for DSO Assignment. Click on Application No. to open it.
Scroll down the application and click on the Take Action button. Click on Assign DSO.
The selected Vehicle Type and Vehicle Capacity (Ltrs) are auto-populated from the details entered in the application. Select the relevant DSO Name from the drop-down list. The list of DSOs is populated on the basis of the selected vehicle type.
The Expected date of completion shows the current date by default. Change this if required. Click on the Assign button.
The request is assigned to the selected DSO.
Re-assign DSO
Employees can reassign to other DSOs in case the request has been rejected or declined by the DSO for some reason. Search for applications Pending for DSO Approval status. Click on the relevant Application No. to open it.
Scroll down the application and click on the Take Action button. Click on Re-assign DSO.
Select the applicable Reason for Re-assign. Select the relevant DSO Name. Update the Expected date of completion if required. Click on the Reassign button.
The DSO is reassigned successfully.
Complete or Decline Request
Employees can complete or decline service requests on behalf of the DSO. Search for application with the status as DSO InProgress. Click on the Application No. to open it.
Scroll down the application and click on the Take Action button. Click on Complete Request or Decline Request. Fill in the request details on behalf of the DSO to complete or reject the request.
Multiple Request Assignment to a Single Vehicle
In our previous versions, the FSM application was designed to service requests one after the other i.e., a different application could not be assigned to the vehicle until and unless the vehicle has completed servicing the previous request assigned to it.
We recognised that multiple applications are assigned to the vehicle and the driver optimises the logistics based on other factors that are not captured in the system like distance, type of road etc to service the request and closed them accordingly. So, by moving away from FIFO model to allowing drivers/DSOs to make using human intelligence, we now allow multiple service requests to be assigned to the same vehicle and be closed in randomised order.
The ULB employee with the Creator role, creates applications as and when the receive from the citizens.
The ULB employee with the Editor role, assigns multiple applications to the same DSO and subsequently to the same vehicle.
For example: let’s assume 15 requests were created. Of the 15, 10 requests were assigned to DSO 1 and 5 to DSO 2, and of the 10 assigned to DSO 1, 7 are assigned to Vehicle 1 and 3 are assigned to Vehicle 2.
After completing the service, the DSO/driver can close each request in the order they completed. The applications need not be closed sequentially.
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