Program of establishment of Front Office System at selected Local Authorities under NELSIP program
C o ncept of Front Office
Front office is the first place where the public arrives and come in touch with the LA’s staff. Front office is the mirror of
any organization. The function of the front office is to directly get in touch with third party. The front office can
discover more information about the public by asking them questions and give answer ask by public also helping the
them The front office receives information about the customers then will pass onto the other.
Staff working in the front office can also deal with simple tasks, such as sorting emails and helping on printing and
typing tasks. Front office staff needs to use different skills on techn ologies too, such as using the printers, fax
machines and phone as well as handling software applications. This is the reason why training is needed before the
staffs started to work, although some might only be simple tasks. The most common work for the front office worker
will be a mix of getting in touch with public and also helping out internally in the office.
Accordingly, The Ministry has taken to establish Front Office at selected local authorities under the NELSIP and 52
Local Authorities identified based on pre-defined criteria s.
Ob jectives of Conducting Training Program for selected officials of LAs
Providing guide line for establishing Front Office before starting the physical arrangement by LAs
Providing awareness regarding the concept of Front Office and criteria to be considered for planning Front Office
Importance of knowing the based concepts of Front Office – Environment, Process and People
Giving knowledge of fundamental of Physical changing of Front Office and How to plan the space
Management process of Front Office and sustainability of Front Office
D u ring the implementing ‘Designing of Front Office’ at selected LAs the following areas have highly considered.
1. Reception area of the proposed front office
2. Citizen Waiting Area
3. Counter for Providing ‘Services that do NOT Require Applications’
4. Counter for Providing ‘Services that Require Applications with NO Site Visits’
5. Counter for Providing ‘Services that Require Applications with Site Visits’
6. Customer Support Area (Custom care)
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Su stainability of the Solution
National Steering Committee established under the core chairmanship of Secretary of Ministry of Provincial Councils
and Local Government and Secretary of Ministry of Tele Communication and Digital Infrastructure ha s taken a
decision roll out the e- LG solution trough entire local government system of the country instead of introducing other
software applications to the local government sector. With the intervention of the Ministry of Provincial Council and
Local Government ICTA has been developed an implementing plan for 2016 -2018 to carry out the e-LG initiatives to
the Local Government System of the Country. Accordingly the solution included two phases called I and II during the
period ICTA willing to complete both phases described in the implementing Plan.
Under the NELSIP Project 52 local authorities have been identified with the recommendation of respective
commissioner of local government in the provinces for implementing the programme in 2016.
Inf ormation on Conducted workshop under t he Program of E stablishment of Front Office
Number of scheduled workshops -05 (One workshop for each province)
Index
P rovince
V enue
Number
01
Number of
Training Module
P articipants
Rs . )
Uva
Management and Development Training
Lecture, Group
Province
Center ( MDTU) – Palgahatennan, Passara
work/presentation
Dat e – 26th S eptember, 2016 up to 28th
70
S eptember, 2016
Tot al Cost (
314,605.00
Practical IT
training
TOT
02
North-
Wayamba Management and Development
West
Training Center ( MDTU) – Wariyapola
Province
D a te-20th October, 2016 up to 22 nd October,
270,280.00
65
-Do-
2 0 16
03
North-
The National Inland Fishery and
Central
Aquaculture Training Centre (NIFATC -
Province
Kalawewa, Anuradhapura
Dat e - 31st October 1 st November & 2 nd
224,655.00
55
-Do-
Nov ember, 2016
04
Eastern
Sarvodaya Education training Development
Province
Center, Nilaveli Road, Trincomalee
Dat e- 7th December up to 9th December,
517,400.00
90
-Do-
2016
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05
*
Assistant Commissioner of Local
Estimated -
Northern
Government – Vavuniya and Jaffna
100
0.00
-Do-
Province
1,326,940.0
0
Total ( expenditure as at 31st December,2016)
* Northern Province to be held on 14th and 15th February, 2017 Estimated Cost Rs. 700,000.00
C a ptures Photos at the Workshop
U va Photos - Management and Development Training Center ( MDTU) – P algahatennan, Passara
Dat e – 26th S eptember, 2016 up t o 28th September, 2016
N o rth Western Photos-Wayamba Management and Development Training Center ( MDTU) – Wariyapola
D a te-20th October, 2016 up to 22 nd October, 2016
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N o rth Central Photos- The National Inland Fishery and A quaculture Training Centre (NIFATC -Kalawewa,
A nuradhapura
Dat e - 31st October 1 st November & 2 nd November, 2016
Ea stern Photos- S arvodaya Education training Development Center, Nilaveli Road, Trincomalee
Dat e- 7th December up to 9th December, 2016
N o rthern Province Workshop –14th - 15th February, 2017
L o cation – Office of Assistant Commissioner of Local Government Vavuniya and Jaffna
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