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- Introduction
- Purpose
- Scope
- Stakeholders
- 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 6.Non-Functional Requirements
6.1 Performance
6.2 Reliability
6.3 Usability
6.4 Scalability
7.Constraints
8.Assumptions
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Requirement ID | Requirement Description |
FR-CH-01 | Display allowed call attempts (maximum 3) on the counselor's screen and it should also be configurable from supervisor screen |
FR-CH-02 | Track and display various status i.e., "call not connected" (types specified elsewhere). |
5.4 Beneficiary Interaction
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Complete functional Flow
- Consent Management
Objective Objective: Ensure consent is properly recorded and displayed in the grievance portal.
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- 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 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 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 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.
- Outbound Call Functionality
Objective: Enable counsellors to make outbound calls to complainants.
- Outcall Capability: Counsellors should be able to initiate outbound calls to complainants directly from the grievance portal interface.
Summary of Flow
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6.Non-Functional Requirements
6 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 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.
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