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Helping the client support team understand the current
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beneﬁts ?
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INTEGRA MICRO SOFTWARE SERVICES |A Case Study

DIGITAL | AUTOMATE | ACCELERATE | ASSURE|

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Citizen Services Applications for the Government of Karnataka
Directorate of Electronic Delivery of Citizen Services (EDCS) and Centre for e-Governance (CeG), Government of Karnataka

Client ProﬁleSummary

Opportunity

Directorate of Electronic Delivery of Citizen
Services (EDCS) is mandated by theGovernment of Karnataka for implementing
e-Governance Projects which are associatedwith delivery of services to citizens throughelectronic modes eg., ICT enabled centers,etc..

Over the past few years, EDCS and CeG havecontributed immensely by helping the citizensof Karnataka to reap the beneﬁts ofInformation and Technology (IT). These
departments have also spread their wings tovarious innovative projects with the help of
e-Governance to ensure that the common
man gets access to the beneﬁts and schemesrolled out by the State Government.

EDCS Directorate operates BangaloreOne,
KarnatakaOne & e-District Projects,
managing web portal project andimplementation of (State Service
Delivery Gateway) SSDG projects.
CeG have helped the State Government to set
up two state-of-the-art data centers,
MPLS technology-based Karnataka State
Wide Area Network (KSWAN) and coreapplications such as e-procurement and
HRMS, Sachivalayavahini that cuts
across various Departments, Users,
Citizens, etc..

Solution

Results
IMSS taken the complete responsibility ofdesign, development and integrating thedepartment services into this solution using
ServicePlus which is uniﬁed platform basedon multi-tenant architecture for delivering
electronic-services to citizens, an application
which is quick to learn and easy to use withminimal effort or very less skill set.

Seva Sindhu is an initiative of Govt of
Karnataka to deliver the Government
services at the doorsteps of the citizens. This
one stop solution will be integrated withvarious service delivery channels of Govt of
Karnataka and aims to bring to all
departmental services on one platform. The
objective is to provide Government services
in a cashless, faceless and paperless manner.

Currently 70 departments and more than 640
services are LIVE which brought Karnataka
government into No. 1 position in providing
best citizen services in the country.

INTEGRA MICRO SOFTWARE SERVICES |A Case Study

DIGITAL | AUTOMATE | ACCELERATE | ASSURE|

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Fund Utilization & Performance Monitoring Automation
Directorate of Electronic Delivery of Citizen Services (EDCS) and Centre for e-Governance (CeG), Government of Karnataka

Client ProﬁleSummary

Opportunity

Directorate of Electronic Delivery of Citizen
Services (EDCS) is mandated by theGovernment of Karnataka for implementing
e-Governance Projects which are associatedwith delivery of services to citizens throughelectronic modes eg., ICT enabled centers,etc..

Over the past few years, EDCS and CeG havecontributed immensely by helping the citizensof Karnataka to reap the beneﬁts ofInformation and Technology (IT). These
departments have also spread their wings tovarious innovative projects with the help of
e-Governance to ensure that the common
man gets access to the beneﬁts and schemesrolled out by the State Government.

EDCS Directorate operates BangaloreOne,
KarnatakaOne & e-District Projects,
managing web portal project andimplementation of (State Service
Delivery Gateway) SSDG projects.
CeG have helped the State Government to set
up two state-of-the-art data centers,
MPLS technology-based Karnataka State
Wide Area Network (KSWAN) and coreapplications such as e-procurement and
HRMS, Sachivalayavahini that cuts
across various Departments, Users,
Citizens, etc..

Solution

Results
IMSS taken the complete responsibility ofdesign, development and integrating thedepartment services into this solution using
ServicePlus which is uniﬁed platform basedon multi-tenant architecture for delivering
electronic-services to citizens, an application
which is quick to learn and easy to use withminimal effort or very less skill set.

Seva Sindhu is an initiative of Govt of
Karnataka to deliver the Government
services at the doorsteps of the citizens. This
one stop solution will be integrated withvarious service delivery channels of Govt of
Karnataka and aims to bring to all
departmental services on one platform. The
objective is to provide Government services
in a cashless, faceless and paperless manner.

Currently 70 departments and more than 640
services are LIVE which brought Karnataka
government into No. 1 position in providing
best citizen services in the country.

INTEGRA MICRO SOFTWARE SERVICES |A Case Study

DIGITAL | AUTOMATE | ACCELERATE | ASSURE|

www.imss.work

IT Enablement Applications for the Karnataka Cyber Crime Dept.
IMSS helped the Commissionerate of Cyber Crime, Karnataka to implement enterprise workﬂows, data ﬂow & role based access.

Client ProﬁleSummary

Bangalore was the ﬁrst city in India to get acyber crime police station. Residents canlodge their complaints related to internetwith the Cyber crime division. This is an
initiative of Government of Karnataka tofacilitate victims/complainants to reportcyber crime complaints online.

IMSS has been involved in supplying theexpertise required in various processes andfunctions of the cyber crime department. The
department has been rendering services inregistering all computer-related complaints,
and proﬁling the investigated crimes.
The department has long been employing
services of multi-disciplinary groups various
ﬁelds including renowned software
companies, academic institutions and IT
consultants.
The department is the nodal agency toreceive complaints regarding all computer
related crimes, designing / printing of fakecurrency notes, internet hacking, andsoftware piracy which falls under Copyright
Act among others.

Opportunity

Solution

Results●
IMSS provided the development,
maintenance and enhancement services
across multiple phases of the project.
There are over 12 modules in the project andthe following objectives were achieved.
●
Communication between its ofﬁces●
Workﬂow oriented●
Monitoring the performance of thedepartment●
Maintain crime records●
Keep track of status of cases●
Data ﬂow from police station till
DGP ofﬁce●
Multi users, role based and bilingual
application

Casestudy Story - Robotic Process Automation

Business Challenge
The accounting team of the client processes huge number of invoices and most of the data entry
work is manual. They needed to enhance accuracy, reduce errors and save the time & effort it took toenter the invoice information to ERP application and desired to introduce business workﬂow
automation for the same.
Digital Transformation with IMSSIMSS designed and developed a comprehensive RPA based solution to address the above issues. A
BOT / Digital Worker has been developed and the BOT undertook the human work with a muchbetter overall performance and turn-around time, lower error rate and improved compliance. The
overall process has also been optimized and greater visibility has been achieved into the process.

85%

Invoice Processing with RPA
for a distributor

75%

Enabling a large distributor improvedata accuracy and productivity withIMSS BPM & RPA services

Business beneﬁts

performance improvementin turnaround time &process compliancelower error rate
for invoice processing,data entry

The client is a leading document imaging and printing solutions provider and is one of
the largest scanning and printing equipment distributor in India.

Opinion from CLIENT“IMSS helped us with
Requirement Gathering
Solution design.
Automate the Invoice
entering flow. Installationand deployment onsite
and System Testing”

Casestudy Story - Robotic Process Automation

Email from
distributor

Received by
Finance teamPrint
invoices

Assigned toteam members

Read thedocument
manually

Open ERP, selectﬁelds, enter data,
add narrative
which was not
uniform

Submit

BOT reads
document
using OCR

BOT opens ERP,
selects ﬁelds,
enters data, adds
narrative in astandard template

BOT submits
the data to
ERP

BEFORE RPA

15 minutes per invoice, 20 invoices per day per employee
employee fatigue, inaccurate

Email from
distributor

Received by Dump all ﬁlesFinance team into a folder

WITH RPA

Start theBOTLess than 10 seconds per invoice, Over 10,000 per day
Accurate, saved employee skill & efforts

BOT sorts
completedand exception
ﬁles folders
and sends
emailCasestudy Story - Robotic Process Automation

Business Challenge
The accounting team of the client processes huge number of Statement of Accounts (SoA) and mostof the data entry work is manual. They needed to enhance accuracy, reduce errors and save the time
& effort it took to process the billing and usage information and they desired to introduce business
workﬂow automation for the same.
Digital Transformation with IMSSIMSS designed and developed a comprehensive RPA based solution to address the above issues. A
BOT / Digital Worker has been developed and the BOT undertook the human work with a muchbetter overall performance and turn-around time, lower error rate and improved compliance. The
overall process has also been optimized and greater visibility has been achieved into the process.

Business beneﬁts

75%

performance improvementin turnaround time &process compliance90%

lower error rate
for invoice processing,data entry

Processing of telecom bills
with RPA
Enabling a conglomerate of companies
with 17000+ mobile connections toquickly process and identify
discrepancies
The group is made up of diversiﬁed activities and businesses with ﬁeld agents,
distribution, software services with over 17000+ mobile connections.

Opinion from CLIENT“IMSS helped us withrequirement gathering,
solution design,
automate the Statementof Accounts (SOA)
entering flow. Identify
discrepancies and takeswift needful actions”

Casestudy Story - Robotic Process Automation

1

Received by
Admin teamMultiple SoAs from multiple
service providers for multiple
divisions of conglomerate

BEFORE RPA

Huge amount of time spent on menial work on identifying
manually. Employee fatigue & inaccurate

Received by
Admin team

WITH RPA

Forward to
dedicated email
address of the RPA
BOTAccurate, saved employee skill & efforts

3

4

5

Process SoAs by mapping andsegregating across vendors,companies and manuallychecking for billing accuracy &discrepancies

1

Email from
distributor

2

2

3

4

BOT reads
document, maps
and aggregatesdata acrossmultiple carriersand companies

Create a report ofdiscrepancies forfurther
processing withcarriers & service
providers

5

BOT checks for any
discrepancies

BOT creates
separate data
sheets andreports

Admin teamtakes actions
based on thereportCasestudy Story - Robotic Process Automation

Business Challenge
The reporting team of the client which includes engineers and BPO agents processes huge numberof reports compiled from multiple portals and most of the data entry work is manual. They needed
to enhance accuracy, reduce errors and save the time & effort it took to enter the information toreporting application and desired to introduce business workﬂow automation for the same.
Digital Transformation with IMSSIMSS designed and developed a comprehensive RPA based solution to address the above issues. A
BOT / Digital Worker has been developed and the BOT undertook the human work with a muchbetter overall performance and turn-around time, lower error rate and improved compliance. The
overall process has also been optimized and greater visibility has been achieved into the process.

85%

Report Generation BOT for alarge BPO

75%

Automating reporting for a BPO which
processes over a billion service
interactions per year

Business beneﬁts

performance improvementin turnaround time &process compliancelower error rate
for invoice processing,data entry

The client is a Business Process Outsourcing company which provides customer
service management, digital customer journeys, analytics and personalization services.

Opinion from CLIENT“IMSS helped us with
Requirement Gathering
Solution design.
Automate the Report
Generation flow.
Installation anddeployment onsite andSystem Testing”

Casestudy Story - Robotic Process Automation

Seven (7)report portals

Extract Reports Consolidated andcompiled by Engineers & Agents
Reports processed and sent to multiple stakeholders,reporting heads, customers or partners

BEFORE RPA

Huge amount of time spent on menial & manual work
resulting in employee fatigue & inaccuracies

RPA BoT by IMSS frees human
employees for other productivetasks

1500 person hours of human effort
saved per month just on reporting~10 working months

RPA BoT
by IMSSWITH RPA

Accurate, saved employee skill & efforts

Casestudy Story - Robotic Process Automation

Business Challenge
The human resources teams of the companies that are part of the group processes payrolls which
includes compiling deductions and payables based on receipts submitted and most of the data entry
work is manual. They needed to enhance accuracy, reduce errors and save the time & effort it took toenter the information to reporting application and desired to introduce business workﬂow
automation for the same.
Digital Transformation with IMSSIMSS designed and developed a comprehensive RPA based solution to address the above issues. A
BOT / Digital Worker has been developed and the BOT undertook the human work with a muchbetter overall performance and turn-around time, lower error rate and improved compliance. The
overall process has also been optimized and greater visibility has been achieved into the process.

85%

Payroll processing BOT for alarge conglomerate

75%

Enabling a conglomerate of companies
with 2000+ payrolls to process every
month

Business beneﬁts

performance improvementin turnaround time &process compliancelower error rate
for invoice processing,data entry

The group is made up of diversiﬁed activities and businesses with ﬁeld agents,
distribution, software services with over 2000+ payrolls.

Opinion from CLIENT“IMSS helped us with
Requirement Gathering
Solution design.
Automate the Report
Generation flow.
Installation anddeployment onsite andSystem Testing”

Casestudy Story - Robotic Process Automation

BEFORE RPA

Multiple (6)companies

Huge amount of time spent on menial & manual work
resulting in employee fatigue & inaccuracies

Receipts, Tax Proofs and Bills submitted by
employees of respective companies
Company A, HR

Compile and calculate
deductions and payables
and manually enter to ERP

Company B, HR

Company C, HR

HR dumps summaries of all receipts
to with appropriate metadata

WITH RPA

Accurate, saved employee skill & efforts

RPA BoT
by IMSS120 person hours of HReffort saved per month

RPA BoT reads data using
OCR, opens ERP, enters dataand compiles reports

Casestudy Story - Robotic Process Automation

Business Challenge
The customer relationship management teams of the customer receive the support tickets raised by
the customers. The teams must manually aggregate data from multiple portals and the ticket emails
and most of the data entry work is manual. They needed to enhance accuracy, reduce errors andsave the time & effort it took to enter the information to reporting application.
Digital Transformation with IMSSIMSS designed and developed a comprehensive RPA based solution to address the above issues. A
BOT / Digital Worker has been developed and the BOT undertook the human work with a muchbetter overall performance and turn-around time, lower error rate and improved compliance. The
overall process has also been optimized and greater visibility has been achieved into the process.

Improved

CRM Ticketing BOT for
Customer Support

Lower

Enabling a multinational hardware andelectronics corporation with ability toprocess 10,000+ tickets every monthBusiness beneﬁts

performancein turnaround time &process complianceerror rate
in service centerassignment

Customer is a multinational hardware and electronics corporation, specializing in
advanced electronics technology with product range including PCs, tablets,
smartphones, monitors, projectors and cloud solutions for home users, businesses andgovernments.

Summary“IMSS helped customer
with Process Discovery,
Feasibility study, Design &Development of BOT toautomate the service
ticket assignment
process.”

Casestudy Story - Robotic Process Automation

Previous Approach before IMSS Solution
The previous process included multiple
software solutions deployed to handle speciﬁc
steps and manual intervention was needed atmany stages. The issues / tickets were raised bycorporate customers and the data was checkedby employees for warranty status and was
manually entered in a CRM portal.
This resulted in a huge amount of time spent on
menial & manual work resulting in employee
fatigue & inaccuracies. Also, the nature of theissue was determined on a case-by-case basis
and was subjective to employee judgement.

Solution developed by IMSS
●
●
●
●
●
●
●
●

Highlights of IMSS solution

●
●
●
●

The RPA BOT is developed as a layer over and above the existing process, thereby ensuring minimal tono disruption to customer SLAs or employee processes.
When a corporate customer raises an issue, the email is received.
Instead of a human employee processing the information from the email, the RPA BOT accesses thesame email and mimics human actions.
The RPA BOT developed by IMSS fetches the data from the email and extracts issue details and location
information of the customer.
The RPA BOT then sends the extracted data through IBM Watson Natural Language Understanding
service for advanced text analysis.
The NLP engine understands the data, extracts and ranks keywords based on context and accurately
identiﬁes the issue. It can also understand if multiple issues are present within the same ticket.
The RPA BOT takes this contextual information and identiﬁes the nearest service provider who is closest
to the customer.
Then the BOT replicates manual human processes and opens the warranty portal to verify the warranty
status for the customer.
BOT proceeds to enter the data into the CRM portal and assigns the ticket to the identiﬁed service
provider.
Human intervention is needed only for exceptions.
Without any fatigue and lesser inaccuracies the RPA BOT developed by IMSS will free human
employees for more productive tasks.
The BOT is capable of processing thousands of tickets per day.

Casestudy Story - Robotic Process Automation

Corporate
Customers

Emails withservice request
attachments

BEFORE RPA

Huge amount of time spent on menial & manual work
resulting in employee fatigue & inaccuracies

Email Server& Portal

Employee

Shared Email
Inbox

Employee

Check warranty
terms and status in
warranty portal

●
●
●
●

Employee

RPA BOT reads Email using OCR
and attachments and extracts
issue details and location

WITH RPA

Accurate, saved employee skill & efforts

RPA BoT
by IMSSIBM
WatsonData is fed through an NLP
engine to rank keywords andidentify nature of the issueEnter all categories
Identify service center
based on location
Assign service center tothe ticket
Enter details of the
problem

BOT replicates humanactions and can process
thousands of tickets perday

RPA BoT opens warranty portal tocheck terms, status and proceeds
to enter details in CRM

Thank You

Restrictions on Disclosure
The copyright in this work is vested in Integra Micro
Software Services (P) Ltd., (hereafter referred to as IMSS)and is issued in conﬁdence for the purpose for which it issupplied. This work must not be reproduced in whole or inpart or used for tendering or manufacturing purposes,
except under an agreement or with the consent in writingof IMSS., and then only on the condition that this notice isincluded in any such reproduction. No information as tothe contents or the subject matter of this document or any
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manner, or communicated in any manner whatsoever toany third party, be it an individual, ﬁrm, corporation or
employee thereof, without the prior consent in writing of
IMSS.
Integra Micro Software Services (P) Ltd.
#4, Bellary Road, 12th km, Jakkur,
Bangalore – 560 064, Karnataka, India
Phone: +91-80-28565801
Fax: +91-80-28565800
Email: business@imss.co.in© 2021
Integra Micro Software Services Pvt. Ltd.
All Rights Reserved.

www.imss.co.inIMSS | Digital | Automate | Accelerate | Assure
About IMSSIMSS is a reliable provider of software services in Digital
Automation, Application Development, Consulting &Outsourcing.
The insights and quality services we deliver help build trustand conﬁdence in our customers. We develop outstanding
leaders who team to deliver on our promises to all of our
stakeholders. In so doing, we play a critical role in building abetter working world for our people and for our clients.
This material has been prepared for general informational
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For more information about our organization, please visit
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© 2021
Integra Micro Software Services Pvt. Ltd.
All Rights Reserved.

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