ONLINE HELP
Document Version
1.0
Document Date
INTRODUCTION
This Section describes all the various kinds of online Help available to OBPS Users.
ONLINE HELP OVERVIEW
Presently OBPS offers the following types of Online Help to its Registered Users only. All Online Help is interactive in nature. The nature of interaction between the Help provider and the Registered User may vary depending on the Key Method of Online Help.
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S. No.
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Assistance / Help Type
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Key Method
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Users
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Availability
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1
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Query Desk Ticketing Software
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Online Software
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Registered OBPS User
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Online, 24x7
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|
2
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Email Support
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e-Mail
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Registered OBPS User
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Online, 24x7
|
|
3
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Voice Call
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Phone, Voice Call
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Architect, Technical Person
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All Workdays; 10 AM to 6:00 PM
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|
4
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Online Open House Sessions
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Video Conference
|
Architect, Technical Person
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Monday, Wednesday, Friday
02:30 PM to 4:30 PM
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|
5
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Webinars
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Video Conference
|
Architect, Technical Person
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Online, As per Announcements
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QUERY DESK TICKETING SOFTWARE
OVERVIEW: Query Desk is an online Help accessible to Registered OBPS users only. This system allows you to log your question using the Query Desk software to OBPS personnel.
ACCESSIBILITY: Query Desk feature is available 24x7. The answer to your question should be available within 4 working days of your logging a query in Query Desk. Count of Day1 starts after one day of your raising a query.
To access this service please Click Here
PROCEDURE & SERVICES: Service objectives of Query Desk are:
- Provide a software platform for users to raise their queries & issues encountered during use of OBPS
- Help to generate a Knowledgebase of OBPS queries faced / shared by users over a period of time
The general procedure of availing this Support Service is as follows:
- Query Desk is available in the Help menu on top right corner of a Section after you have logged in
- Please click on 'Query Desk For New Ticket' in the dropdown menu
- Clicking on this menu item shall open the Query Desk screen
- Please enter the following data:
- Subject of your issue / query
- Detailed description of your issue / query that you are facing regarding a specific File of yours
- Priority of your issue / query e.g. High, Normal, etc.
- Authority Name where you are planning to submit your File
- Your file number regarding which you are submitting the issue / query
- You may also attach a file such as a screenshot, etc. if needs be
- An Expert may call you back if description of your question is incomplete or for further clarification
- Query Desk is versatile and helps you to keep a track of the Queries you raise. We request you to use Query Desk as the first option for seeking help from OBPS Staff
- In case you find it difficult or puzzling to use Query Desk please call our Voice Support number(s).
EMAIL SUPPORT
OVERVIEW: Email Support is an online Help accessible to Registered OBPS users only. This system allows you to send your queries from your registered eMail IDs to OBPS on .
ACCESSIBILITY: Email Support feature is available 24x7. The answer to your question should be available within 4 working days of sending the email to OBPS Help. Count of Day1 starts after one day of your sending the eMail.
PROCEDURE & SERVICES: Service objectives of Email Support is to provide you a solution to the raised issue in the email itself. We request you to also provide your Mobile or Phone number in the email you send us, so that the Support Person may call you, if and when they require further information or clarification on the issue you have described in your email.
VOICE CALL
OVERVIEW: Voice Support is an online Help accessible to Registered OBPS users only. This system allows you to call OBPS Support Personnel and explain your query or issue, preferably from your registered Mobile Number.
ACCESSIBILITY: Voice Call Support feature is available on all workdays from 10:00 AM to 6:00 PM.
To access this service please call 9864625481
PROCEDURE & SERVICES: Service objective of Voice Call is to provide you a solution to the raised issue in the call itself. However, if this is not possible, the Support Personnel shall raise a Ticket in the Query Desk and provide you with the details of the Ticket within the Call itself.
ONLINE OPEN HOUSE SESSIONS
OVERVIEW: Online Open House Sessions are fully interactive issue resolution facility. Online Open House Sessions are only for those registered Architects who have submitted a Building Plan for approval to T&CP-Assam, and have queries related to the same.
ACCESSIBILITY: Online Open House Sessions feature is available every working Monday, Wednesday, Friday from 02:30 PM to 4:30 PM. If you have any questions which are suitable for Online Open House Sessions then you need to inform the same in a Query Desk Ticket, at least 2 days in advance. This service may be accessed from tab Announcements > T&CP Information button.
PROCEDURE & SERVICES: Online Open House Sessions are interactive issue resolution sessions between Architects and OBPS Support, and is executed in the following manner:
- All requests for Online Open House queries that are received vide QueryDesk tickets are collected by the Support Desk
- These are then listed and arranged according to an order, and the relevant Architects are sent an email, date, time, and a video link for the Online Open House Session
- In the Open House Sessions, the Support Personnel, Experts are available to answer the raised questions
- The OBPS Mediator of the specific Session reads out the Ticket number and the Architect name
- The relevant Architect is expected to respond and affirm their presence in the Session
- The Mediator then reads out the query details expressed in the Query Desk Ticket
- The Support Personnel, Experts then answer the query question of the Architect
- The respective Ticket is then closed by the Support Personnel, and the next query taken up.
WEBINARS
OVERVIEW: Webinars are held from time to time and are usually announced 2 weeks in advance. This is an online Help facility accessible to Registered OBPS users only.
ACCESSIBILITY: Webinars are conducted online and executed as per information available in Announcements Tab under T&CP Information. The topics are announced in advance and Architects are expected to register for the Session. This service may be accessed from tab Announcements > T&CP Information button.
PROCEDURE & SERVICES: Webinars are conducted by OBPS Experts in the following manner:
- Webinar announcements are made available from time-to-time in Tab Announcements by clicking the T&CP Information button
- If you are interested in the Topic expressed, then please register for the Webinar
- On registration only Registered Architects are sent the Webinar links
- On the day of the Webinar the invited Architect is expected to join the Webinar video session
- The OBPS Mediator introduces the trainer at the start of the Webinar to the participants
- The OBPS Expert then conducts the webinar
- At the Webinar end, the Mediator takes questions from the participants and the OBPS Experts answers the queries
- At the end, the session is archived, and made available under Downloads Tab.
ANNOTATION
All assistance and help, offered by an authorized Help providing personnel, from OBPS, is free of cost, and does not require you to pay anything to anyone. The sole objective of OBPS assistance personnel is to be able to offer you guidance & information, so that you are able to use the OBPS software efficiently and thus easily submit your building plans for scrutiny and approval.
Support Services do not include the following activities:
- Filling your Application or Registration Form on your behalf,
- Filing a building-application, or affidavit, or legal-document for you or on your behalf,
- Correcting a building-application, or affidavit, or legal-document for you or on your behalf,
- Correcting or making any Building Plan drawing (e.g. PreDCR or CAD) for you or on your behalf,
- Assisting to make or, executing online payments for you or on your behalf,
- Providing you with any 3rd Party Software Licenses or Software Licenses from SoftTech
Please refrain from making any such requests to the Support Personnel.
CONTACT US
Directorate of Town & Country Planning , Assam, Dispur, Guwahati-781006 ,India
eMail: help.obps@gmail.com