Outbound calling from 1097 helpline

Business Requirements Document (BRD) for Outbound Calling Application in 1097 Service Line

Document History

Table of Contents

1. Introduction
2. Purpose
3. Scope
4. Stakeholders
5. Functional Requirements

   5.1 Data Integration and Display

   5.2 Consent and Data Sharing

   5.3 Call Handling

   5.4 Beneficiary Interaction

   5.5 Security and Compliance

       6.Non-Functional Requirements

          6.1 Performance

          6.2 Reliability

          6.3 Usability

          6.4 Scalability

        7.Constraints

        8.Assumptions

        9.Risks

       10.Sign-off

1. Introduction

The Outbound Calling Application for the 1097 service line aims to enhance the process of handling and resolving level 5 complaints received through the Grievance Portal. This document outlines the requirements necessary for the development and implementation of the application.

       2. Purpose

The purpose of the Outbound Calling Application is to:

• Retrieve and display complaint data from the Grievance Portal.
• Enable counselors to get feedback on L3/L4 by connecting with beneficiaries regarding their complaints.
• Ensure compliance with data sharing and consent requirements during the Grievance registration.
• Provide a structured workflow for handling complaints up to level 4.
• Maintain transparency and accountability in communication efforts.

     3. Scope

The scope of the project includes:

• Integration with the Grievance Portal to fetch the updates on Registered Grievance by beneficiary.
• Development of a user interface for counselors to view all the details for all the grievance calls from L1 to L5 and interact with the beneficiary by outbound call against the complaint details.
• Implementation of features such as call attempt tracking and capturing comments added in L3/L4.
• Enable beneficiary consent management for making feedback call before registering the Grievance.
• Ensuring the application meets all necessary security and privacy standards

      4. Stakeholders

• Project Sponsor: NACO, PSMRI
• Project Manager: Virendra
• Developers:
• Counselors: Users who will interact directly with the application to make calls and handle complaints.
• Supervisor: They have the responsibility of the call allocation
• Beneficiaries: Individuals who have lodged complaints via the Grievance Portal.
• IT Security Team: Responsible for ensuring the security of the application and compliance with data protection regulations.

     5.Functional Requirements

5.1 Data Integration and Display

5.2 Consent and Data Sharing

5.3 Call Handling

 5.4 Beneficiary Interaction

5.5 Security and Compliance

5.6 Data required from GR portal

Below are the Data that should be fetched from the GR portal which are

1. Complaint ID: - FE/317/04067064/1375
2. Subject of Complaint- Non-Availability of staff
3. State - West Bengal
4. District- Kolkata
5. Severity-Emergency
6. Level-Level 3

        Complete functional Flow

1. Consent Management

           Objective: Ensure consent is properly recorded and displayed in the grievance portal.

• Action by Counseling officer:
• The Counselling officers raises consent from the complainant.
• 

• Once consent is obtained, it is recorded in the system and consent is captured and also need to click on OK
• 

• Grievance Portal: 
  • The recorded consent is displayed in the grievance portal for reference
• Grievance Handling

          Objective: Manage the flow of grievance complaints from supervisors to state government and track comments, details, and attachments.

          Forwarding Process:

• Forwarding: Complaints are forwarded from the supervisor to the state government.
• Inclusion: All comments, details, and file attachments related to the complaint are included.

          Display:

• Visibility: These forwarded complaints, along with all associated details and attachments, should be made visible in the 1097 system. (See reference screenshot below)

         State Comments and Follow-up:

• Data Pulling: Once comments are added by the state at level 3, the data has to be pulled.
• Follow-up: If no action is taken within 30 days and the issue is not addressed by the state, the data should be pulled into the 1097 system.

     Roles and Responsibilities

       A.Supervisor Allocation

       Objective: Assign a supervisor to each counsellor for effective grievance handling.

• Allocation: Supervisors are assigned to counsellors to oversee the handling of grievances.

       B. Counsellor Functions

        Objective: Enable counsellors to effectively manage and resolve grievances.

         Details Display:

• Complaint ID: A pop-up opens showing the complaint details as written by the state.
• Attachments: Counsellors can download attachments related to the complaint.
• Subject of Complaint: Display the subject of the complaint for context.
• Call Options: Provide clickable options to call the registered or alternate number of the complainant.
• Complaint Resolution: Options to mark the complaint as resolved, unresolved, or note if there was no response.
• Remarks: Counsellors can update remarks based on their interaction and resolution status.
• Call Closure: Mark the call as closed once all actions are completed.
• State and District Information: Display the state and district of the complaint for regional context.

   6.Non-Functional Requirements

   6.1 Performance

• The application should respond to user interactions within 2 seconds.
• Data retrieval from the Grievance Portal should not exceed 5 seconds per request.

   6.2 Reliability

• The application should be available 99.9% of the time during operational hours.

    6.3 Usability

• The user interface should be intuitive, requiring minimal training for counselors.

    6.4 Scalability

• The application should accommodate up to 10,000 complaints per month initially, with scalability for future growth.

  7.  Constraints

• The application must integrate seamlessly with the existing Grievance Portal and 1097 service line infrastructure.
• Budget constraints require cost-effective solutions for development and maintenance.

  8..Assumptions

• The Grievance Portal API will provide reliable and consistent data retrieval services.
• Counselors will undergo training on using the Outbound Calling Application effectively.

    9.Risks

• Delays in data retrieval from the Grievance Portal may impact complaint resolution timelines.
• Challenges in obtaining beneficiary consent could hinder data sharing processes.

 Sign-off

This document is to be reviewed and approved by stakeholders involved in the development, implementation, and use of the Outbound Calling Application.