1. Background 1.1. The small scale industries tiny or micro
industries and service/business entities, collectively referred as micro and small
enterprises (MSEs), have a long history of promoting inclusive, spatially
widespread and employment-oriented economic growth in India. In terms of
employment generation, this segment is next only to agriculture. 1.2.
Entrepreneurship development and training is one of the key elements for
development and promotion of micro and small enterprises, particularly, the
first generation entrepreneurs. Training Programme of various durations on
Entrepreneurship Development are being organized on regular basis by a number
of organizations to create new entrepreneurs by cultivating their latent
qualities of entrepreneurship and enlightening them on various aspects
necessary for setting up micro and small enterprises. 1.3. The Scheme of Rajiv
Gandhi Udyami Mitra Yojana (RGUMY) was thus launched during 11th plan period to
provide handholding support to first generation entrepreneurs. A component of
"Udyami Helpline" was subsequently added to the Scheme in 2010 to
also provide information support and guidance through a toll free number
1800-180-6763. 1.4. The Scheme of RGUMY has been modified w.e.f. 01-04-15 and
the handholding support component (Udyami Mitra) has been discontinued w.e.f.
31-03-15. The Udyami Helpline (1800-180-6763) has been allowed to continue during
the remaining period of 12thPlan. 2. Objective 2.1 The objective of Rajiv
Gandhi Udyami Mitra Yojana (RGUMY) is to provide information, support, guidance
and assistance to first generation entrepreneurs as well as other existing
entrepreneurs through an Udyami Helpline' (a Call Centre for MSMEs on toll-free
number 1800-180-6763), to guide them regarding various promotional schemes of
the Government, procedural formalities required for setting up and running of
the enterprise. 3. Screening cum Monitoring Committee 3.1 Implementation of the
Scheme would be considered/ reviewed by the Screening cum Monitoring
Committee(SMC) headed by Joint Secretary (SME Division) periodically. The
following officials would be members of such Committee: (i) Director (SME) — as
Member Secretary (ii) Joint Development Commissioner in the office of DC(MSME)
handling MSME policy (iii) Dy. Secretary (EDI) (iv) Under Secretary (IF Wing)
3..2 The SMC would regularly review the progress of the scheme and when ever
considered necessary for the smooth functioning of the scheme, issue suitable
executive instructions, with the approval of Secretary (MSME)
4. Training of Call Centre Agents 4.1 Call Center Agents
attending to the Calls would be required to undergo Refresher Training from
time to time, as necessary and such expenditure shall be borne by the Ministry.
Besides the class-room training on-site, a web based content module would be
developed and maintained to cover the frequently asked questions (FAQs),
scheme-wise, to act as a Quick Reference Material (QRM) for the Call Center
Agents. 4.2 The hourly rates for Training of Trainers (TOT) programmes under
the Scheme of Assistance to Training Institutions (ATIs) shall be applicable
for all trainings and refresher trainings under RGUMY. 5. Udyami Helpline Cell
(UHC) 5.1 The Udyami Helpline set up by the Ministry of MSME, with services
support from NSIC, will coordinate the operations of Udyami Helpline. The
administrative expenses/service charges for these services would be reimbursed
to NSIC, on actual basis. The services from NSIC, inter-alia would include
posting appropriate personnel to the UHC. 6. Udyami Helpline 6.1 In order to
provide information about the various promotional and developmental schemes of
the Government/other agencies and helping the MSMEs in accessing bank credit
and resolving their credit related problems, an Udyami Helpline has been set up
under the Scheme. Udyami Helpline provides the much needed information and
guidance & about various aspects of entrepreneurship/ information on MSME
schemes /procedures/Credit related issues to potential as well as existing
Entrepreneurs. 6.2 The process of Helpline for National Portal for Online
Registration of MSMEs may also be brought under the ambit of Udyami Helpline. A
few seats in the Udyami Helpline may be dedicated to this process and personnel
attending such calls may be specifically trained by NIC to solve the issues /
queries raised by users about the EM Portal. 6.3 The services of Udyami
Helpline are offered in Hindi or English on a Toll-free number (1800-180-6763)
which is accessible from all landline and mobile phones in the country. The
Udyami Helpline functions, from 7.00 am in the morning till 9.00 pm in the
evening with 20 seats. During non-working hours, the callers get an IVRS
message. 6.4 Call Centre agents at Udyami Helpline would be trained from time
to time about various schemes of the Government and other developmental
organisations and Banks etc. They are required to answer basic queries from the
public, related to schemes of the Government and banks etc., over the phone and
wherever necessary escalate the call to the relevant authority by email and an
SMS would be sent to the caller conveying the call id for future reference. 6.5
Every Call/Query received by the Udyami Helpline may be captured by the Call
Centre agent by recording its basic contents, assigned a unique reference number
for its tracking. 6.6 In addition to catering to inbound calls, the facilities
of Call Centre may be leveraged by the Ministry for collection of feedback,
over telephone call, from the beneficiaries of different schemes being
implemented by the Ministry. Collection of feedback from trainees benefitted
under the Scheme of assistance to Training Institutions (ATI) is presently
being done by Udyami Helpline.. It is envisaged to add more schemes, in a
phased manner, on similar lines for collecting feedback from the beneficiaries
through Udyami Helpline. The number of seats in Udyami Helpline may accordingly
be scaled up, if required. 6.7 In order to increase the outreach of Udyami
Helpline, it is envisaged to add regional languages in the inbound calling
portfolio, one each for Tamil, Telugu, Kannada, Marathi and Bengali.
7. Consultant Organization 7.1 A Consultant Organization,
having relevant experience in providing Call Center Services and such other IT
enabled services (ITES), would be awarded the work to run the operations of
Udyami Helpline, on turn-key basis. 7.2 The responsibilities of such Consultant
Organization, inter-alia, would include arrangement of built-up space, all IT/
telecom hardware required for the operations of Call Centre, the necessary
software and hiring the personnel i.e. Call Center Agents (CCAs). A lump sum
payment on per-seat per-shift basis would be paid to the Consultant
Organization for maintaining the operations of Udyami Helpline. 7.3 The
Consultant Organization would be responsible for maintaining the quality and
up-time of Udyami Helpline and would be the single point of contact for the
Ministry. 7.4 The said organization would also be responsible for creating and
updating the QRF to be used by the Call Center Agents and conducting on-site
class room trainings, wherever required, for the Call Centre Agents. 8.
Monitoring and Evaluation 8.1 The progress of the scheme will be reviewed and
monitored on a regular basis by the Ministry. The consolidated information and
progress report compiled by the Udyami Mitra Cell will be placed before the
Screening cum Monitoring Committee in the Ministry for review and analysis. 8.3
The scheme would be evaluated by an independent agency to assess its
success/impact and to ascertain constraints/shortcomings, if any, at the end of
XlIth Plan.
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