- Purpose of the Document
This BRD outlines the functional and operational requirements for the 1097 National AIDS Helpline, managed by the National AIDS Control Organisation (NACO) to provide HIV/AIDS-related information, counseling, and support through a 24x7 helpline. The solution connects citizens to essential services such as prevention education, grievance redressal, and service referral.
2. Background
The 1097 National Helpline serves as a comprehensive resource for HIV/AIDS education, providing the following services:
- Information on AIDS, HIV treatment, and associated healthcare facilities.
- Counseling services for emotional and mental health support.
- A referral system to various healthcare services including ICTC, ART, and other healthcare locations.
- A grievance redressal mechanism.
3.Key Stakeholders
- National AIDS Control Organization (NACO): Steering entity.
- Piramal Swasthya: Operational and service provider through C-Zentrix.
- State AIDS Control Societies (SACS): Coordinates at the state level.
- Counselors: First point of contact for users seeking guidance.
- Supervisors: Oversees helpline operations.
4.Business Objectives
The helpline aims to:
- Educate citizens on HIV/AIDS prevention and treatment.
- Provide counseling services in a timely manner.
- Empower citizens to lodge grievances.
- Ensure access to referral services across languages.
- Strengthen the connectivity between state and national healthcare resources.
5.Scope of the Project
The helpline will provide:
- Counseling Services: Offering emotional support and health advice.
- Grievance Redressal: Enabling beneficiaries to register complaints about service gaps.
- Referral System: Directing beneficiaries to the nearest health service facilities.
- Information Directory: Providing contact details of HIV/AIDS-related centers (ICTC, ART).
- Alerts & Notifications: Offering critical updates and announcements to agents and supervisors.
- Call Data Management: Detailed records of call duration, break time, free time, inbound and outbound calls.
- Functional Requirements
- Call Center Application:
- User login through C-Zentrix app.
- Role-based access (Counselor, Supervisor).
- Interface for creating and managing Beneficiary profiles.
- Call handling (inbound and outbound).
- Counselor Dashboard:
- Call duration, break time, free time, total calls data.
- Ability to handle multiple call types (inbound, outbound).
- Real-time alerts and notifications.
- Grievance Management:
- Functionality to register and track complaints.
- Option for feedback escalation based on severity.
- Referral Services:
- Directory of referral centers (e.g., blood banks, ART centers).
- Search by State, District, Sub-district.
- Advanced search by Beneficiary details.
- Beneficiary Registration:
- Capture personal details such as name, gender, date of birth, address, etc.
- Generate unique Beneficiary ID.
- Send SMS notifications to the Beneficiary.
- Technical Requirements
- Integration with C-Zentrix for softphone-based login and call handling.
- SIP configuration for softphone.
- Web-based access to 1097 Helpline UI via the URL: http://uatamrit.piramalswasthya.org:8080/1097ui-v1.0/
- Support for multi-language services (Hindi, English, Telugu, Tamil, Kannada, Marathi, Assamese, Bengali).
- 2.Non-Functional Requirements
- 24x7 availability of the helpline system.
- Secure login and data encryption.
- Seamless integration with external healthcare directory services.
- High availability and real-time data syncing across states.
Functional Specification Document (FSD) for 1097 National Helpline
- System Overview
The 1097 Helpline system will have a front-end interface that integrates with C-Zentrix for counselor and supervisor access. It allows for real-time call tracking, beneficiary management, and access to grievance and referral services.
2.Detailed Functionalities
2.1 User Login and Access Control
- Actors: Counselor, Supervisor
- Process:
- Login via C-Zentrix App (Agent ID & Extension number required).
- SIP configuration settings pre-login to softphone.
- Role selection (Counselor or Supervisor) post login.
2.2 Counselor Dashboard
- Fields:
- Call Duration: Tracked in real-time (HH:MM
).
- Break Time: Total break time during shifts.
- Free Time: Idle time when no calls are being attended.
- Total Calls: Count of calls attended during the day (both inbound and outbound).
2.3 Grievance Management
- Flow:
- Beneficiary can lodge a complaint via the helpline.
- Complaints categorized by severity and urgency.
- Tracking ID generated for follow-up and resolution.
2.4 Beneficiary Registration and Search
- Fields:
- Basic Information: Title, First Name, Last Name, Gender, DOB, Marital Status, Caste, Relationship.
- Address Details: State, District, Taluk, Village, Pincode.
- Contact Details: Phone number, Alternate phone number, Preferred language.
- Search Options:
- By Beneficiary ID or Advanced Search (First name, Last name, Gender, etc.).
- View existing profiles or create a new Beneficiary ID.
2.5 Referral Services
- Search Filters:
- State, District, Sub-district/Taluk, Referral center type.
- List of centers (ART, ICTC, Blood banks) generated based on location.
2.6 Feedback System
- Fields:
- Feedback ID (auto-generated), State, District, Institution, Feedback type, Severity, Description.
- Option to escalate feedback based on priority.
- Integration with External Systems
- C-Zentrix: Integration for call management, agent login, and role-based dashboards.
- SACS (State AIDS Control Societies): Data exchange for directory services and referral updates.
2. Alerts and Notifications
- Alerts: Immediate action required (system errors, urgent updates).
- Notifications: General updates for calls, campaigns, and office bulletins.
3. User Interface Design
- Simple and intuitive UI for counselors and supervisors.
- Clear segregation between roles and available functionalities (Counselor vs. Supervisor views).
4.Reporting and Analytics
- Real-time dashboards for call management.
- Reports on call performance, referral usage, and feedback resolution.