1. 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 Organisation (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:

1. Counseling Services: Offering emotional support and health advice.
2. Grievance Redressal: Enabling beneficiaries to register complaints about service gaps.
3. Referral System: Directing beneficiaries to the nearest health service facilities.
4. Information Directory: Providing contact details of HIV/AIDS-related centers (ICTC, ART).
5. Alerts & Notifications: Offering critical updates and announcements to agents and supervisors.
6. Call Data Management: Detailed records of call duration, break time, free time, inbound and outbound calls.

6. 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.

7. 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).

8. 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

1. 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.

3. 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.

4. Alerts and Notifications

• Alerts: Immediate action required (system errors, urgent updates).
• Notifications: General updates for calls, campaigns, and office bulletins.

5. User Interface Design

• Simple and intuitive UI for counselors and supervisors.
• Clear segregation between roles and available functionalities (Counselor vs. Supervisor views).

6. Reporting and Analytics

• Real-time dashboards for call management.
• Reports on call performance, referral usage, and feedback resolution.