Sample

Early Childhood development product requirement document draft

Version 1.0
Prepared by
Piramal Swasthya Management Research Institute
&
Wipro Limited
Health Care Delivery Unit

This document is an intellectual property. Unauthorized copying, reproduction or distribution of this document, or any portion of it, may result in severe civil and criminal penalties, and will be prosecuted to the maximum extent possible under the law.

Document Management Information
Document Title: Early childhood development Product requirement draft
Document Owner: Piramal Swasthya Management Research Institute & Wipro Ltd.
Document Classification: Confidential
This document is a confidential document of Wipro Ltd. and Piramal Swasthya Management Research Institute. Reproduction, translation, transformation to any medium requires prior written approval of the Wipro Ltd./ PSMRI. This document includes confidential information related to Wipro Ltd. and PSMRI and shall not be distributed to any persons other than those mentioned in the distribution list without the consent of both the parties.
Document Identification

Document Title	Version	Author (s)	Remarks
Early childhood development PRD draft	1.0	Piramal Swasthya Management Research Institute & Wipro Limited

Document Distribution List

Sr. No.	Name & Company	Title
1	PSMRI	Author
2	Wipro Limited	Author

Contents
1. Business Process
2. Actors-Outbound
3. System Use Case-Outbound
3.1. Helpline-ECD-0001: User Login
3.2. Helpline-ECD-0002: Supervisor – Upload ECD Data into Application
3.3. Helpline-ECD-003: System – Generate unique ID
3.4. Helpline-ECD-0004: System – Identify duplicate data during next data upload into the System
3.5. Helpline-ECD-00005: System– Self & Other Phone numbers- Logic
3.6. Helpline-ECD-00006: System– Estimated Delivery Date Calculation
3.7. Helpline-ECD-0008: Supervisor – Allocate Calls to Agent
3.8. Helpline-ECD-00010: Agent/Associate -Outbound Call worklist
3.9. Helpline-ECD-00011: Agent-Outbound Call worklist – High Risk Patient
3.10. Helpline-ECD-00012: Outbound Call – View Call & History Details
3.11. Helpline-ECD-00013: Outbound Call – Call Documentation- Self / Other Phone number
3.12. Helpline-ECD-00016: Move beneficiary to MO worklist – for High-Risk Patient
3.13. Helpline-ECD-00017: SMS feature for MO to send any Advice
3.14. Helpline-ECD-0018: System – Retain Beneficiary data into the system as per the defined rule and Auto Schedule for next ECD call
3.15. Helpline-ECD-0019: System – Stop Scheduling for further calls for a Selected Beneficiary
3.16. Helpline-ECD-0025: Allocation of agent to their respective Quality Auditor
3.17. Helpline-ECD-0025: Quality Auditor Activities- Listening the call and rating the call of ANM/MO
3.18. Helpline-ECD-0021: Quality Auditor Activities- Call Audit Details
3.19. Helpline-ECD-0022: ANM/MO Activity – Agent to rebuttal if he is not satisfied with the Audit report/Remarks
3.20. Helpline-ECD-0023: Dashboard requirement for Quality supervisor
3.21. Helpline-ECD-00034: System – User should be Navigated to Homepage/Dashboard when Agent clicks on Break
3.22. Helpline-ECD-00035: System – IVRS Recording- When Agent has kept Beneficiary on Hold
3.23. Helpline-ECD-00026: System – SMS Alerts to Beneficiary
3.24. Helpline-ECD-00027: System – Capture Congenital Anomalies during PNC Calls
3.25. Helpline-ECD-00028: System –Report- Congenital Anomalies
3.26. Helpline-ECD-00029: System –Sticky Agent
3.27. Helpline-ECD-00030: ECD No of Calls Configuration Screen:
3.28. Helpline-ECD-00031: ECD Content data for each ECD Calls Upload Screen:
3.29. Helpline-ECD-00032A: Supervisor- Dashboard
3.30. Helpline-ECD-00032B: Supervisor- Reports
3.31. Helpline-ECD-0033-System-Auto- Preview dialling
3.32. Helpline-ECD-0034-System-Capture CSAT Score through Manual/IVRS/SMS Services

Revision History

Version

Date of Revision

Description of Change

Reason for Change

Affected use case

Approved By (Name, Email Id)

V 0.1

18.07.2022

Initial Draft

Product Requirement-ECD

Business Process

Actors-Outbound

Following are the actors who will be interacting with the Application

Ancillary Nurse Midwife – ANM
MO (Medical Officer - MO
Supervisor
Associate / Agent
Quality Auditor

Following are the actors who will be interacting with the Beneficiary

Ancillary Nurse Midwife - ANM
MO (Medical Officer) – MO
Agent

3. System Use Case-Outbound

3.1. Helpline-ECD-0001: User Login

ID	Helpline-ECD-0001
Requirement No	N/A
Type	Product specific
Requirement Description	User can login to ECD application.
Solution Description	Login with user name – Staff can login with username and password. After login, system asks for role selection.
Actor(s)	Agent, ANM (Ancillary Nurse Midwife), Medical Officer, Supervisor, Quality Auditor
Pre-Conditions	Respective user is created in the system and roles have been assigned by admin
Basic Flow	Enter username & password Select the required role (if user is having more than one role) System opens the respective 'Module'/ 'Screen'/Homepage User will see their home page (suggest to include previous "Call History"). Suggest to include values for selection "Ported Out" in drop down list in case call is not answered.
Alternative Flow	None
Business Rules	For whole session, screen displays username, Login Date & Time
Post-Conditions	User has logged into ECD application
Change Impact	N/A
Exception(s)	If user id and password do not match. System displays an error message. If password id incorrect. System to provide 5 attempts after which user will get locked/deactivated. Reactivation of which can be done by Admin. User can reset the password using a set of security questions. These security questions are to be defined at the time of first log in.
Extension Points	N/A
Data Elements
Data Field	Input Type	Validation	Behaviour
Login Id	Entry	Username should have login created
Password	Entry	Mandatory, should have minimum 8 characters with alpha numeric with at least one uppercase
Current Date and Time	Display	Format: DD-MM-YYYY and HH:MM: SS

Variants	N/A
Assumptions	N/A
Not in Scope	N/A

3.2. Helpline-ECD-0002: Supervisor – Upload ECD Data into Application

ID	Helpline-ECD-0002
Requirement No	N/A
Type	Product specific
Requirement Description	ECD data, which is received from RCH, should be uploaded into the system via a manual upload from Supervisor role.
Solution Description	Supervisor should be able to upload the clean ECD data into the application via manual upload process
Actor(s)	Supervisor
Pre-Conditions	Data received from RCH Data cleansing done as per the requirement Different states where ECD program is operational needs to be defined in the System Upload needs to be done against to that specific state from data upload master screen. Mother Data & Child Data files needs to be uploaded separately. Rules defined to prevent duplicate data upload.
Basic Flow	Supervisor logs into the ECD application Download the required template and populate the data. Click on data upload master Select Mother Data/Child Data option to upload Select the file/Browse the file from the system and Click on Upload. Data will be up loaded against the specific state under selected Mother/Child Data. Supervisor will allocate calls to Associate/Agents.
Alternative Flow	None
Business Rules	None
Post-Conditions	Mother data and child data uploaded into the system Uploaded data available for system/Supervisor to allocate to the agents. System should capture record uploaded date in the System.
Change Impact	N/A
Exception(s)	System to identify invalid contact numbers based on number of digits. System needs to check the availability of mother id/child id in the DB at the time of subsequent data uploads. Mother ID need not to be uploaded if it already exists in the DB.
Extension Points
Data Elements
Data Field	Input Type	Validation	Behaviour
Supervisor> Data Upload Master>	Selection
Mother Data	Selection		Radio Button
Child Data	Selection		Radio Button
Browse File	Selection		Browse button
Upload	Selection		Button

Variants
Assumptions
Not in Scope

3.3. Helpline-ECD-003: System – Generate unique ID

ID	Helpline-ECD-0003
Requirement No	N/A
Type	Product specific
Requirement Description	System to generate unique AMRIT ID for every unique beneficiary.
Solution Description	Agent/associate should generate a unique AMRIT ID for new Beneficiaries for identification of the beneficiary across platform.
Actor(s)	Agent/Associate
Pre-Conditions	Beneficiary data is new, and the same data/beneficiary is not register in AMRIT platform earlier. AMRIT Unique ID Generation Rule/Logic is defined at AMRIT Platform level.
Basic Flow	When ECD data is being uploaded into the system, System should check the availability of same beneficiary in the System If data is not found, system will upload the beneficiary details If same details of beneficiary are found, system will not upload the data. Duplicate beneficiary report should be generated which could be accessed by supervisor.
Alternative Flow	None.
Business Rules	Agent should generate unique ID for each Beneficiary in the system. If same beneficiary data is provided with different Mother ID, system will create new record to provide ANC/PNC service, however history of the beneficiary will be available and no new Unique Beneficiary Id will be created (This will depend on Mother Name, Husband Name, Phone number criteria, if none of the above is matched it is considered as new entry and create a Unique ID).
Post-Conditions	Unique Beneficiary/AMRIT ID is generated in the system.
Change Impact	N/A
Exception(s)	N/A
Extension Points	N/A
Variants
Assumptions
Not in Scope

3.4. Helpline-ECD-0004: System – Identify duplicate data during next data upload into the System

ID	Helpline-ECD-00004
Requirement No	N/A
Type	Product specific
Requirement Description	Every time when ECD data is being provided by govt there are lot of records, which are duplicate. With the present system once, the beneficiary data is in the system, it will continue to be active in the ECD program till the last ANC/PNC call is completed as per the program guidelines. So, system should identify the duplicate records during upload and should not overwrite on the existing data. During upload system should search the data in the system and when no matches is found, it should upload the data and generate a report for duplicate records.
Solution Description	When ECD data is provided to PSMRI, most of the time there will be lot of duplicate records, which has been provided earlier. System must identify those duplicate and should not upload the same and generate a report for those Mother ID/Child ID. System should consider only new records for subsequent upload.
Actor(s)	System
Pre-Conditions	Previous data is available in the system and when new data is being uploaded into the system, system should validate for duplicates
Basic Flow	First time data is uploaded into the system. Based on the ECD calls rules it would be scheduled for ANC/PNC calls accordingly (which is bases on LMP/EDD and DOB) Next time when there is new date/additional data provided to PSMRI from RCH, the same is uploaded into the System by supervisor During upload, System should validate if there are duplicate records (which is based on same Mother ID/Child ID), filter them out, and allow uploading only new/unique records.
Alternative Flow	when a beneficiary becomes pregnant for the second time, RCH will generate a separate Mother ID, in that case system should identify such cases and append previous calls history of the mother to this new mother id as historical record.
Business Rules	System should generate unique ID for each Beneficiary in the system If same beneficiary data is provided with different Mother ID, system will create new record to provide ANC/PNC service, however history of the beneficiary will be available and no new Unique Beneficiary Id will be created (this will depend on Mother Name, Husband Name, Phone number criteria, if none of the above is matched it Is considered as new entry and create a Unique ID) If more than one match is found, system should create a new record in the system.
Post-Conditions	Unique Beneficiary is generated in the system.
Change Impact	N/A
Exception(s)	Phone number will not be considered to identify duplicates, because many beneficiaries will not have mobile number and there ASHA worker number is provided. So, it is excluded in duplicate identification logic
Extension Points	N/A
Data Elements
Data Field	Input Type	Validation	Behaviour
Mother ID	Display		Numeric
Mother Name	Display		Text field
Husband's Name	Display		Text field
District Name	Display		Text field
Health Block	Display		Text field
PHC Name	Display		Text field
Sub Facility/Subcentres	Display		Text field
GP Village	Display		Text field
Address	Display		Text field
ASHA name	Display		Text field
ASHA mobile number	Display		Text field
ANM Name	Display		Text field
ANM mobile number	Display		Text field
Child ID	Display		Numeric
Child Name	Display		Text field

Variants
Assumptions
Not in Scope
Last modified Date
Last modified by

3.5. Helpline-ECD-00005: System– Self & Other Phone numbers- Logic

ID	Helpline-ECD-00005
Requirement No	N/A
Type	Product specific
Requirement Description	ECD data has both mother & Child Data- In most of the cases Beneficiary phone number (Self Number) are not provided, they might have entered ANM's or other persons phone number (Other Number) when data is provided for outbound call. System should identify them at the time of data upload and segregate it in Self and Other number buckets separately for a supervisor to assign calls to agents respectively.
Solution Description	Once data is uploaded into the system, it should segregate mother & Child data with Self & Other numbers separately in different buckets for a supervisor to assign calls to agents manually. This is applicable only if Manual allocation of calls is configured in the system.
Actor(s)	System, Supervisor (Based on configuration)
Pre-Conditions	Mother & Child ECD data uploaded into the system
Basic Flow	Once Data is uploaded into the system (Refer use Case: Helpline-ECD-0008 System will validate Duplicate data (Refer use Case: Helpline-ECD-00010) Generate unique Beneficiary ID (Refer use Case: Helpline-ECD-0003) Check/Validate 'Self or Other' Phone number Segregate them into different buckets Supervisor will be able to see the number of records in each bucket Manually Allocate the number of call (Self or Other) to an agent/MO/ANM.
Alternative Flow	None
Business Rules	Once data is uploaded into the system, it should segregate mother & Child data with Self & Other numbers separately in different buckets for a supervisor to assign calls to agents manually.
Post-Conditions	Allocated calls will be visible in Agent's work list.
Change Impact	N/A
Exception(s)	N/A
Extension Points	N/A
Variants
Assumptions
Not in Scope

3.6. Helpline-ECD-00006: System– Estimated Delivery Date Calculation

ID	Helpline-ECD-00006
Requirement No	N/A
Type	Product specific
Requirement Description	When the data is uploaded into the system, ECD data will have LMP (Last Menstruation Period) & EDD (Estimated Delivery Date). Sometime the EDD data entry is not correct with respect to last LMP. So, System must calculate the EDD based on the LMP Provided or modified by an Agent/ANM/MO during the outbound call. Note: EDD should not be editable. Associate/Agent alone has the privilege to edit LMP.
Solution Description	System should calculate/re-calculate and populate the EDD based on LMP
Actor(s)	System, Agent, ANM, MO
Pre-Conditions	LMP is provided by ECD data Agent/ANM/MO modifies the LMP as per beneficiary mentioned LMP
Basic Flow	ECD data when uploaded into the system System to verify the LMP and validate the correct EDD is populating System should consider 280 days after LMP as the estimated delivery date and populate the EDD filed accordingly.
Alternative Flow	During call Agent, verify the correct LMP from the mother. If mother mentions the correct LMP which is different in the system Agent will modify the LMP accordingly System should re-calculate the EDD and populate the same accordingly.
Business Rules	280 days from LMP should be the EDD
Post-Conditions	Based on the LMP and EDD should auto schedule ECD call (ANC/PNC) according to the ECD program guidelines, which are state specific.
Change Impact	N/A
Exception(s)	N/A
Extension Points	N/A
Variants
Assumptions
Not in Scope

3.7. Helpline-ECD-0008: Supervisor – Allocate Calls to Agent

ID	Helpline-ECD-00008
Requirement No	N/A
Type	Product specific
Requirement Description	When new ECD data is uploaded into the System, Supervisor will be able to allocate the records to the respective agents to make outbound call. This feature should be enabled only if call allocation is configured in Admin/Configuration module/Call Allocation Type
Solution Description	When data is uploaded in the System, Data needs to be allocated to agents to make outbound call to Beneficiary (may be either "Husband" or 'Wife).
Actor(s)	Supervisor.
Pre-Conditions	Manual Call allocation is enabled in Admin/Configuration module/Call Allocation Rule
Basic Flow	ECD Data uploaded into the system Supervisor navigates to Allocate calls feature from menu. Select the list ID (Mother Data or Child Data) Filter the Date Range (this date range is the date between which the data was uploaded). If no Date range is selected, System will show all the records which are pending for allocation. After selecting date range, clicks on 'Submit' Button, System will show all the pending records to be allocated. Select the agent Allocate the number of Records. Click on 'Allocate' Button'
Alternative Flow	N/A
Business Rules	First introductory call to be allocated only to Associate/Agent HRP calls are identified by ANM only during the service call not introductory call by agents. Post introductory call by Agent, filtered beneficiary data who are interested to get the ECD services are allocated for ECD service call to ANM. High Risk Pregnancy/Infant high-risk calls will be allocated only to MO Low risk/non allocated t calls to be allocated only to ANM
Post-Conditions	Allocated calls will be displayed in Agent's worklist to make outbound call.
Change Impact	N/A
Exception(s)	N/A
Extension Points	N/A
Data Elements
Data Field	Input Type	Validation	Behaviour
List ID:	Selection	Mother Data or Child Data	Dropdown
Phone number Type	Selection	Self or Other	Dropdown
From Date	Date Entry		Date Format
To Date	Date Entry		Date Format
Submit Button	Selection		Button
Total New Records	Display	Self or Other	Numeric Display
Allocate to	Selection		Dropdown list
Allocate No of Records	Numeric Entry		Numeric
Allocate	Selection		Button

Variants
Assumptions
Not in Scope
Last modified Date
Last modified by

3.8. Helpline-ECD-00010: Agent/Associate -Outbound Call worklist

ID	Helpline-ECD-00010
Requirement No	N/A
Type	Product specific
Requirement Description	Agent to view their Outbound Call worklist which has been assigned to them.
Solution Description	Agent to view their Outbound Call worklist which has been assigned to them.
Actor(s)	Agent, ANM (Ancillary Nurse Midwife), Medical Officer
Pre-Conditions	Respective user is created in the system and roles (Agent/ANM/MO) have been assigned by admin
Basic Flow	Enter username & password Select the required role (if user is having more than one role) System opens the respective 'Module'/ 'Screen'/Homepage User will see their home page. Click on call link/ Menu select outbound call worklist User can see the allocated calls in their worklist Worklist will have all the calls allocated to them with this details like: Sl.No, Mother ID, Child ID, Phone Number, lapse time(difference of call allocated and current date), self/others phone number, ECD call type, call attempt number, status of call, Record upload date, View Button. Invalid/wrong number and if the beneficiary does not give the consent, should be marked as no further call required. Reason should be mentioned as invalid number/Not interested respectively.
Alternative Flow	None
Business Rules	For whole session, screen displays username, Login Date & Time. Users can see the allocated calls/task in their worklist (allocation can be System allocated or Supervisor Manually allocated)
Post-Conditions	User can see the allocated calls in their worklist.
Change Impact	N/A
Exception(s)	If no calls are allocated, there will not be any data in the worklist
Extension Points	N/A
Data Elements
Data Field	Input Type	Validation	Behaviour
S. No	Display		Numeric
Phone Number	Display		Numeric
Mother ID	Display		Numeric
Child ID	Display		Numeric
Action View	Selection		Button
Lapse time		Auto populate
Whom phone number		Auto populate
Call Attempt Number		Auto populate
Call status
Record upload date
ECD Call type		Auto populate

Variants	N/A
Assumptions	N/A
Not in Scope	N/A
Last modified Date
Last modified by

3.9. Helpline-ECD-00011: Agent-Outbound Call worklist – High Risk Patient

ID	Helpline-ECD-00011
Requirement No	N/A
Type	Product specific
Requirement Description	High risk calls will be transferred to MO.
Solution Description	High Risk Pregnancy calls will be handled with MO, Agent will verify all the High-Risk Pregnancy calls and transfer the list to supervisor for allocation to MO.
Actor(s)	Agent, Medical Officer, Supervisor, System
Pre-Conditions	Respective user is created in the system and roles have been assigned by admin
Basic Flow	Enter username & password Select the required role (if user is having more than one role) System opens the respective 'Module'/ 'Screen'/Homepage User will see their home page. Click on call link/ Menu select outbound call worklist Worklist will have all the calls allocated to them with these details like S. No, Mother ID, Child ID, and Phone Number, lapse time(difference of call allocated and current date), ECD call type, call status, call record upload date, View Button.
Alternative Flow	During an ANM outbound call to beneficiary, if ANM finds out that beneficiary condition falls under high risk, she will mark/select High Risk Flag. Upon flagging, ANM can move the beneficiary to supervisor for allocation of the call to MO.
Business Rules	System should identify the data as high-risk pregnancy and auto segregate data based on the below identification criteria: High risk Indicators-
IDENTIFICATION OF HIGH RISK PREGNANCY
S.NO	HISTORY TAKING	HIGH RISK PREGNANCY IDENTIFIER
1	Age of the patient	Age < 18 years and age > 35years
2	LMP	not known, > 40weeks ( postdatism)
3	Obstetric history	recurrent abortions, no living issue, cong anamoly, still birth, LBW or > 4.5kg, previous caesarean delivery, history of PPH, failure of lactation, Grand multipara(> 4 live births)
4	Personal history	Heart disease, DM or HT, any surgical history, drug allergy, hypothyroidism, any medication on
5	Height	< 145cm
6	Stature	Any spinal deformity
7	Pallor	<7 gm%
8	Bp, Oedema	>140/90mmHg
9	Blood Group	Rh Negative
10	HIV, HbsAg, VDRL	Positive
11	USG/ Examination	Abnormal Lie( breech, transverse etc), multiple pregnancy
12	Present Pregnancy	High priority fetus(infertility treatment), Bleeding P/V( abortions, placenta praevia), GDM, PIH
13	Others

If any one of the mentioned criteria is provided in ECD data at the time of upload, system to auto consider it as High-Risk Pregnancy case.
|

Post-Conditions	User can see the allocated calls in their worklist.
Change Impact	N/A
Exception(s)	Only those calls would be displayed, which are tagged as High-risk Pregnancy during data upload or during previous ECD calls.
Extension Points	N/A
Variants	N/A
Assumptions	N/A
Not in Scope	N/A

3.10. Helpline-ECD-00012: Outbound Call – View Call & History Details

ID	Helpline-ECD-00012
Requirement No	N/A
Type	Product specific
Requirement Description	Agent can view the details of the call, which has been assigned to him/her.
Solution Description	When calls are assigned to user, user can view the details of beneficiary by clicking on View button.
Actor(s)	Agent, ANM (Ancillary Nurse Midwife), Medical Officer
Pre-Conditions	Respective user is created in the system and roles have been assigned by admin
Basic Flow	Enter username & password

Select the required role (if user is having more than one role)
System opens the respective 'Module'/ 'Screen'/Homepage
User will see their home page.
Click on call link/ Menu select outbound call worklist.
User can see the allocated calls in their worklist.
User click on View button on any of the allocated calls to see the details of the beneficiary before speaking to them.

When clicked on 'View' button system will display the beneficiary details|

Alternative Flow	None
Business Rules	For whole session, screen displays username, Login Date & Time. Users can see the allocated calls/task in their worklist (allocation can be System allocated or Supervisor Manually allocated).
Post-Conditions	User can see the allocated calls & beneficiary details when clicked on 'View' Button in their worklist.
Change Impact	N/A
Exception(s)	If no calls are allocated, no data/task will be visible in worklist
Extension Points	N/A
Data Elements
Data Field	Input Type	Validation	Behaviour
View Button	Selection		Button
Record Uploaded Date	Display		Date
Mother ID
Mother Name
Husband's Name
Address
Health Block
PHC Name
Sub Facility/Subcentre
Phone No
ASHA
ANM
LMP Date
Next ANC/PNC Call Date
Call History
Date & Time
ECD call Type
Advise Provided
Complaints

Variants	N/A
Assumptions	N/A
Not in Scope	N/A

3.11. Helpline-ECD-00013: Outbound Call – Call Documentation- Self / Other Phone number

ID	Helpline-ECD-00013
Requirement No	N/A
Type	Product specific
Requirement Description	ECD –Agent, ANM or MO to able to document the details as per the ECD questionnaire during the call with the Beneficiary
Solution Description	When an Agent makes an outbound call to Beneficiary, ANM/MO should be able to document the details of the call as per the ECD standard Questionnaire in the system and save. Once the call is saved, based on the last LMP, system should calculate the next call based on the logic/Business rules provided and schedule it accordingly. All previous call details entered should be visible in History section.
Actor(s)	Agent, ANM (Ancillary Nurse Midwife), Medical Officer
Pre-Conditions	Respective user is created in the system and roles have been assigned by admin

ECD data uploaded into the System
System has segregated Self and another phone number
Supervisor has assigned calls (Self phone numbers) to agent.|
Basic Flow

Enter username & password
Select the required role (if user is having more than one role)
System opens the respective 'Module'/ 'Screen'/Homepage
User will see their home page.
Click on call link/ Menu select outbound call worklist
User can see the allocated calls in their worklist
When system connects the call to beneficiary through Preview dialling.
System will open the Call Document screen/CRM screen before call gets connected
Based on the ECD call number, system will populate the questionnaire for the agent to interact with the beneficiary.
Screen will have an interactive section-, which will display what interaction details for the agent to speak to beneficiary.
Below the interactive section, system will list down the questions (Standard questions for each call number provided by Client/Govt as per the state specific ECD Program.
Agent/ANM/MO will document the call details accordingly.
Capture the call closure details
If Further ECD calls are not required – Flag /Select No Further Call Required option with remarks.
During the call – Some of the questions based on the finding – few of the items will go as complaints.
There are three complaint type categories – Complaints related to ASHA, JSY, others and also provide free text.
Complaint report should be extracted on daily basis by the supervisor.
If call is not answered Select call Answered 'No' and enter next attempt date. Configuration required at the supervisor level for the no of attempts and conditions for frequency of attempts based on the state.
Click on 'End Call'|
Alternative Flow

None
Business Rules

For whole session, screen displays username, Login Date & Time.
Users can see the allocated calls/task in their worklist (allocation can be System allocated or Supervisor Manually allocated).
When the call is connected, Agent or ANM or MO should be able to document based on the standard questionnaire.
Once the call is closed, the call details should be visible in history section for that beneficiary.
Based on the ECD outbound call schedules, this call should be automatically scheduled for next ECD call to the ANM/MO which was allocated first time by the supervisor.|
Post-Conditions

Agent entered, captured data to be visible in History section for that beneficiary.
As per the ECD outbound call schedule, call should be automatically scheduled for Next ECD call.
If in case Beneficiary (mother has abortion/Dead/Reallocate to different state/Still birth) system should not schedule it for next call.
|
Change Impact

N/A
Exception(s)

Questions will vary from State to State.
During call closure if Agent/ANM/MO has selected /Flagged – No Further calls are required with remarks, system should not schedule this beneficiary for future ECD call and it should archive the data.
This archived data to be reflected to supervisor for validation.

If supervisor identifies the call is valid he can allocate the call to the appropriate channel.
|

Extension Points	System should be configurable so that Questions /documents specific to a state should be visible only to them.
Data Elements
Data Field	Input Type	Validation	Behaviour
Mother ID	Display		Numeric
Mother Name	Display		Text field
Husband's Name	Display		Text field
District Name	Display		Text field
Health Block	Display		Text field
PHC Name	Display		Text field
Sub Facility/Subcentres	Display		Text field
GP Village	Display		Text field
Address	Display		Text field
Phone Number	Display		Numeric
Phone Number of whom	Display		Numeric
ASHA name	Display		Text field
ASHA Phone Number	Display		Numeric
ANM Name	Display		Text field
ANM Phone Number	Display		Numeric
Child ID	Display		Numeric
Child Name	Display		Text field
LMP	Display		Date
ECD Call Type	Selection		Drop Down
Questions Template - Assam
Call Closure Details
No Further Call Required	Selection		Checkbox
Reason for No further call required	Free Text box		Free Text Box
Call Answered	Selection 'Yes' or No'		Radio button
Call Verified	Selection 'Yes' or No'		Radio button
Type of Complaint	Selection		Dropdown
Complaint Remarks	Free Text		Free Text
If call answered 'No'	Selection	Values for selection are: 1. Invalid number2. Out of service3. Out of Reach4. Switched off5. No reply6. Number busy7. Call not connected.	Dropdown list
Next Attempt Date & Time	Entry		Date & Time format
Remarks	Free text box		Free Text Box
Correct Self Phone Number	Selection 'Yes' 'No'	Not to be provided for other category
If 'No'	Selection		Dropdown list (ANM, Asha, Relative, Neighbour)
Alternate Phone Number	Entry		Numeric

Variants	N/A
Assumptions	N/A
Not in Scope	N/A

3.12. Helpline-ECD-00016: Move beneficiary to MO worklist – for High-Risk Patient

ID	Helpline-ECD-00016
Requirement No	N/A
Type	Product specific
Requirement Description	Agent should have a feature to move the beneficiary to supervisor after validating risk of the beneficiary for allocation.
Solution Description	During a call when a beneficiary comes to know that the beneficiary/expectant mother/infant condition falls under high risk/Infant high risk.
Actor(s)	ANM (Ancillary Nurse Midwife), Medical Officer
Pre-Conditions	Respective user is created in the system and particular roles have been assigned by admin

Agent, ANM & MO have logged in|
Basic Flow

Enter username & password
Select the required role (if user is having more than one role)
System opens the respective 'Module'/ 'Screen'/Homepage
User will see their home page.
Click on call link/ Menu select outbound call worklist
User can see the allocated calls in their worklist
When system connects the call to beneficiary through dialling, System will open the Call Document screen.
Based on the ECD call number, system will populate the questionnaire for the agent to interact with the beneficiary.
Screen will have an interactive section-, which will display what interaction details for the agent to speak to beneficiary.
Below the interactive section, system will list down the questions (Standard questions for each call number provided by Client/Govt as per the state specific ECD Program)
ANM/MO will document the call details accordingly.
During the call if ANM's comes to know that the beneficiary is falling under high-risk category, will flag the beneficiary as High Risk.
Select the High-Risk pregnancy/Infant high-risk flag (Checkbox)
Enter Remarks
Move the beneficiary to supervisor for allocation to MO.|
Alternative Flow

None
Business Rules

For whole session, screen displays username, Login Date & Time.

Users are able to see the allocated calls/task in their worklist |

Post-Conditions	None
Change Impact	N/A
Exception(s)	If no MO role is created, transfer feature will not be available.
Extension Points	System should be configurable so that Questions /documents specific to a particular state should be visible only to them.
Data Elements
Data Field	Input Type	Validation	Behaviour
High Risk Pregnancy/Infant high risk (Based on the ECD call type configuration)	Selection		Checkbox
Remarks	Text		Free Text
Transfer	Selection		Button


Variants	N/A
Assumptions	N/A
Not in Scope	N/A

3.13. Helpline-ECD-00017: SMS feature for MO to send any Advice

ID	Helpline-ECD-00017
Requirement No	N/A
Type	Product specific
Requirement Description	SMS option for MO to send any advice.
Solution Description	During a call with beneficiary, if MO needs to send any details/advise, he should be able to send SMS to the self(herself/husband's) mobile number.
Actor(s)	Medical Officer
Pre-Conditions	High Risk Pregnancy cases are assigned to Medical Officer.
Basic Flow	Medical officer calls beneficiary.

If Medical officer feels, he needs to give any specific advice.
Enters details under Advice section.
System will display the current number for sending SMS, MO will capture if any alternate mobile number(herself/husband's) is provided before sending SMS.
Clicks on Send SMS

|
Alternative Flow

N/A
Business Rules

SMS option should be enabled only to medical officer

Medical officer should be able to enter alternate mobile number and send SMS.|

Post-Conditions	SMS sent details will be visible in History section
Change Impact	N/A
Exception(s)	N/A
Extension Points	SMS gateway
Data Elements
Data Field	Input Type	Validation	Behaviour
Advise	Free text		Free Text
Alternate Mobile Number	Numeric		Numeric
Send SMS	Selection		Button

Variants	N/A
Assumptions	N/A
Not in Scope	N/A

3.14. Helpline-ECD-0018: System – Retain Beneficiary data into the system as per the defined rule and Auto Schedule for next ECD call

ID	Helpline-ECD-00018
Requirement No	N/A
Type	Product specific
Requirement Description	System to retain Beneficiary date into the system for next call as per the defined call in the ECD Call Configuration Screen, which is state specific.
Solution Description	System to retain Beneficiary date into the system and auto schedule for next call as per the defined call schedule logic for a particular location. For the next call, previous call details need to be displayed in History section. Once all the calls are completed as per the defined call matrix, Beneficiary data needs to be archived.
Actor(s)	System
Pre-Conditions	Clean Data uploaded into the system (both Mother and child data)

Calls allocated to Agent.|
Basic Flow

Clean Data uploaded into the system (both Mother and child data)
Calls allocated to AgentS.
Outbound call is made based on the logic of Call number.

Once call is completed, System should auto schedule the call for next ECD call based on Business rules for each specific state/location logic.|

Alternative Flow	None
Business Rules	It is based on LMP and EDD Business Rule for ECD Calls:
ECD Calls	ANC/PNC/After PNC	Months of Pregnancy
ECD 1^st Call	ANC	LMP Date to within next 2 Months
ECD 2^nd Call	ANC	LMP Date+2 months to within next month
ECD 3^rd Call	ANC	LMP Date+3 months to within next 1 month
ECD 4^th Call	ANC	LMP Date+4 months to within next 1 month
ECD 5^th Call	ANC	LMP Date+5 months to within next 1 month
ECD 6^th Call	ANC	LMP Date+6 months to within next 1 month
ECD 7^th Call	ANC	LMP Date+7 months to within next 1 month
ECD 8^th Call	ANC	LMP Date+8months to within next 1 month
ECD 9^th Call	ANC	LMP Date+9months to one week before EDD

ECD Calls	ANC/PNC/After PNC	Months of Pregnancy
ECD 10^th Call	PNC	Date of Birth to within 10 Days of Life (Neonate)
ECD 11^th Call	PNC	At the age of 3 months
ECD 12^th Call	PNC	At the age of 6 months
ECD 13^th Call	PNC	At the age of 9 months

ECD Calls	ANC/PNC/After PNC	Months of Pregnancy
ECD 14^th Call	PNC	At the age between 10-12 months
ECD 15^th Call	PNC	Between the age of 18-24 months
ECD 16^th Call	PNC	Yet to decide
ECD 17^th Call	PNC	Yet to decide
ECD 18^th Call	PNC	Yet to decide
ECD 19^th Call	After PNC	Yet to decide
ECD 20^th Call	After PNC	Yet to decide
ECD 21^th Call	After PNC	Yet to decide
Post-Conditions	Once call is completed, System should auto schedule the call for next ECD call based on Business rules for each specific state/location logic
Change Impact	N/A
Exception(s)	During an ANC/PNC call if the Agent – ANM/MO flags that no further call required with remarks, system should not schedule the next call. Beneficiary data needs to be archived.

For the cases where mother ID is there but child data is not provided by RCH, PNC calls will follow as per EDD and the record can later be merged when child data is available through RCH.|

Extension Points	N/A
Variants	N/A
Assumptions	N/A
Not in Scope	N/A

3.15. Helpline-ECD-0019: System – Stop Scheduling for further calls for a Selected Beneficiary

ID	Helpline-ECD-00019
Requirement No	N/A
Type	Product specific
Requirement Description	During an ANC/PNC call if the Agent – ANM/MO flags that no further call required with remarks, system should not schedule the next call. Beneficiary data needs to be archived.
Solution Description	System to retain Beneficiary date into the system and auto schedule for next call as per the defined call schedule logic for a particular location. However, in some cases ANM/MO will decide that no Further calls are required for the beneficiary (Mother is not alive/child is not Alive). ANM/MO will flag no further call is required, based on the same System should stop scheduling the call for the beneficiary. Separate report needs to be generated for all the cases where 'No further calls Required' flag is selected.
Actor(s)	Agent, ANM, MO and System
Pre-Conditions	Clean Data uploaded into the system (both Mother and child data)

Calls allocated to cluster|
Basic Flow

Outbound call is made based on the logic of Call number
During the outgoing call Agent/ANM/MO if they feel that further calls are not required to this beneficiary, they will check the flag' No Further Calls Required' and Enter Remarks
Capture the Call closure details

Click on 'End Call'|

Alternative Flow	None
Business Rules	When an Agent/ANM/MO check the Flag 'No Further calls Required', System should not auto schedule this call for the pending ECD's calls and data to be archived
Post-Conditions	Once call is completed, System should not schedule the next call.

Report needs to be generated for all the calls where 'No Further call required' is selected.
|
Change Impact

N/A
Exception(s)

Once the call is flagged/marked as 'No Further call is required' and remarks entered.

These calls should be made available to supervisor to validate some samples by listening the call recordings and if required, to reopen.|

Extension Points	N/A
Data Elements
Data Field	Input Type	Validation	Behaviour
Call Closure Details
No Further Call Required	Selection		Checkbox
Reason for No further call required	Free Text box	Mandatory	Free Text Box

Variants	N/A
Assumptions	N/A
Not in Scope	N/A

3.16. Helpline-ECD-0025: Allocation of agent to their respective Quality Auditor

ID	Helpline-ECD-0020
Requirement No	N/A
Type	Product specific
Requirement Description	Quality supervisor should be able to allocate the agents to the mapped/available auditor.
Solution Description	Supervisor should be able to allocate the agents to the mapped/available auditor
Actor(s)	Quality Supervisor
Pre-Conditions	Quality supervisor should have proper login credentials

Mapping of agents and evaluator configured in the system.
List of available quality auditors. |
Basic Flow

Quality Supervisor will login to the application using his/her credentials.
Navigates to Call allocation screen.
The auditor will automatically get populated against the agent's name. Supervisor will click on "submit" button.
Supervisor can even change the quality auditor against any agent.|
Alternative Flow

None
Business Rules

Mapping of agent and auditor to be uploaded/configured in the system.
The configuration can be modified any time by the supervisor. |
Post-Conditions

Calls of the mapped agent to get assigned to their respective auditor.

Agent can be mapped to other quality auditor too in case of unavailability of primary quality auditor.|

Change Impact	N/A
Exception(s)	None
Extension Points	N/A
Data Elements
Search Panel
Data Field	Input Type	Validation	Behaviour
Start date	Selection	Mandatory	Calendar
End date	Selection	Mandatory	Calendar
Agent Name	Auto populated		List
Role	Auto populated
Total Calls	Auto populated	Mandatory	Numeric
Sample Size	Auto populated	Mandatory	Numeric
Assigned Auditor	Auto populated	Mandatory	Drop down (to change the auditor)
Submit	Button




Variants	N/A
Assumptions	N/A
Not in Scope	N/A

3.17. Helpline-ECD-0025: Quality Auditor Activities- Listening the call and rating the call of ANM/MO

ID	Helpline-ECD-0020
Requirement No	N/A
Type	Product specific
Requirement Description	Quality Auditor should be able to Listen the Agent/ANM/MO' attended call recording and audit the call
Solution Description	System should be able to capture the Agent/ANM/MO 's call recordings and display them within the Quality Auditor screen as per location and Date category. Quality auditor will listen to the recordings and rate each recording as per the Standard template.
Actor(s)	Quality Auditor
Pre-Conditions	Quality Auditor should have proper login credentials

Quality Auditor should have access to listen to the recordings and rate the recordings.
Agent/ANM/MO call recordings should be available within the Quality Auditor module for listening.
Audit sheet/template is created in the System
This audit sheet/template should be kept configurable. Supervisor should have the functionality to change the template at any given point of time.
Pre conditions are configured in the system to populate the sample calls. These preconditions to be kept configurable for the supervisor.
The sampling should also consider agent's last ratings. For the agents whose rating were low, more samples should be considered. |
Basic Flow

Quality Auditor will login to the application using his/her credentials.
Navigates to Call Audit screen. Details related to the beneficiary to be made visible.
Quality Auditor will search for the recordings as per agent /location/Date. – Samples to be generated by the system based on certain pre conditions.
Quality Auditor will listen to the recordings and at the same time start giving rating to the call. Quality Auditor will rate all the recording and logout from the application.|
Alternative Flow

None
Business Rules

Quality Auditor should be able to listen only one recording at a time.
Quality Auditor should be able to provide rating during the call and even after the call.
Quality Auditor should be able to edit the ratings and edit feature should be only for the Auditor who listens to the recording. |
Post-Conditions

Quality auditor completed ratings should be displayed within the Agent/ ANM/ MO's dashboard, -Current rating and comprehensive annual rating.

Recordings to be Audited count should be reduced, Completed Audit count should increase.|

Change Impact	N/A
Exception(s)	Quality auditor should be able to sign-out from the application at any point of time.
Extension Points	N/A
Data Elements
Search Panel
Data Field	Input Type	Validation	Behaviour
Location	Selection		Drop down
From Date	Calendar		Text Field
To Date	Calendar		Text Field
Language	Selection		Drop down
Agent Name	Selection		Smart Search
Valid Call	Selection		Check box
Invalid Call	Selection		Check box
Recording	Selection		Audio recording format
Call Audit	Manual entry		Audit sheet to be provided



Variants	N/A
Assumptions	N/A
Not in Scope	N/A

3.18. Helpline-ECD-0021: Quality Auditor Activities- Call Audit Details

ID	Helpline-ECD-0021
Requirement No	N/A
Type	Product specific
Requirement Description	Quality Auditor should be able to audit the call based on the given parameters
Solution Description	System should be able to capture the Audit details/Score of the agent by Auditor.
Actor(s)	Quality Auditor
Pre-Conditions	Electronic quality audit sheet/ template is created/uploaded in the system.
Basic Flow	Quality Auditor will login to the application using his/her credentials.

Auditor will navigate to call audit screen
Quality Auditor will search for the recordings as per agent /location/Date.
Quality Auditor will listen to the recordings and at the same time start giving rating to the call.
Quality Auditor will rate all the recording and logout from the application.|
Alternative Flow

None
Business Rules

Quality Auditor should be able to see all the details of the calls/Beneficiary details.
Quality Auditor should be able to listen only one recording at a time.
Quality Auditor should be able to provide rating during the call and even after the call.
Quality Auditor should be able to edit the ratings and edit feature should be available only for the Auditor who listen the recording.
Quality Auditor can also the average rating of the Agent
After listening to all the samples for an agent, the average score should get reflected to Auditor which should be editable.|
Post-Conditions

Quality auditor completed ratings should be displayed within the Agent/ANM/MO's dashboard and Quality Auditor dashboard.

Recordings to be Audited count should be reduced, Completed Audit count should increase.|

Change Impact	N/A
Exception(s)	Quality auditor should be able to sign-out from the application at any point of time.
Extension Points	N/A
Data Elements
Search Panel
Data Field	Input Type	Validation	Behaviour
Location	Selection		Drop down
From Date	Calendar		Text Field
To Date	Calendar		Text Field
Language	Selection		Drop down
Agent Name	Selection		Smart Search
Valid Call	Selection		Check box
Invalid Call	Selection		Check box
Recording	Selection		Audio recording format
Call Audit	Manual entry		Call Audit sheet/Template required



Variants	N/A
Assumptions	N/A
Not in Scope	N/A
Last modified Date
Last modified by
Approved by
Approved on

3.19. Helpline-ECD-0022: ANM/MO Activity – Agent to rebuttal if he is not satisfied with the Audit report/Remarks

ID	Helpline-ECD-0022
Requirement No	N/A
Type	Product specific
Requirement Description	ANM/MO to rebuttal if he is not satisfied with the Audit report/Remarks.
Solution Description	System should have an option to capture the ANM/MO response within the ANM/MO module. ANM/MO provided response should reflect within the Auditor module.
Actor(s)	Quality Auditor, ANM, Medical Officer
Pre-Conditions	Agent/ANM/MO has attended the Call outbound; call is recorded within the System/application.

Quality Auditor should have audited the call and has provided the Ratings.
Quality Auditors provided ratings should be available to the Agent/ANM/MO within his/her dashboard.|
Basic Flow

Agent/ANM/MO login to the application
Within the Application in Dashboard/under Report Card, Auditor provided ratings should be available.

Agent/ANM/MO will check the ratings, which are provided by the Auditor and respond back with the comments, if he/she not convinced with the ratings.|

Alternative Flow	Manual Process of communicating to Auditor by email or orally.
Business Rules	Agent/ANM/MO's response should reflect only to the Auditor who has provided the ratings, it should not land in another other Auditor screen.
Post-Conditions	Agent/ANM/MO response regarding ratings should be displayed within the Auditor dashboards.
Change Impact	N/A
Exception(s)
Extension Points	N/A
Data Elements
Search Panel
Data Field	Input Type	Validation	Behaviour
Not- Satisfied with the Rating	Manual entry		Check box
Remarks	Manual Entry		Text Field
Rebuttal	Selection		button



Variants	N/A
Assumptions	N/A
Not in Scope	N/A

3.20. Helpline-ECD-0023: Dashboard requirement for Quality supervisor

ID	Helpline-ECD-0023
Requirement No	N/A
Type	Product specific
Requirement Description	Dashboard for the supervisor to see the details of the quality scores as per different categories.
Solution Description	System should have the functionality to reflect dashboard for the supervisor. This dashboard should have different charts to visualize the details.
Actor(s)	Quality Supervisor
Pre-Conditions	Agent/ANM/MO has attended the Call outbound; call is recorded within the System/application.

Quality Auditor should have audited the call and has provided the Ratings.
All the actors to have credentials and roles/skillset mapped in the application.
System should have the mapping of agent and quality auditor.
System should have the CSAT score.
Supervisor should create and configure the Joining date of each agent to capture tenure wise ratings.|
Basic Flow

Supervisor login to the application

Within the Application in Dashboard/under Report Card, supervisor should be able to see the charts.|

Alternative Flow	None
Business Rules	Data for following charts to be captured and should get reflected in dashboard 1. Skillset wise/Actor wise quality ratings (Associate/ANM/MO/Auditor) 2. Trend analysis for centre's overall quality score for last 3 months. 3. Trend analysis for Customer satisfaction score for last 3 months 4. Tenure wise quality ratings Frequency to be considered for the reports – Cycle wise Month wise Quarter wise Year wise Year to date
Post-Conditions	Dashboard should be dynamic based on the selection on the filters.
Change Impact	N/A
Exception(s)
Extension Points	N/A

Variants	N/A
Assumptions	N/A
Not in Scope	N/A

Required reports: -
1. AGENT-WISE MONTHLY TOTAL PRIMARY DEFECTS
2. AGENT-WISE MONTHLY TOTAL SECONDARY DEFECTS
3. HIGHLIGHTING OF THE AGENTS BELOW 95% QUALITY SCORE FOR Training need identification.

3.21. Helpline-ECD-00034: System – User should be Navigated to Homepage/Dashboard when Agent clicks on Break

ID	Helpline-ECD-00024
Requirement No	N/A
Type	Product specific
Requirement Description	Whenever agents/user login to the system by default user should land on his homepage/dashboard. In addition, when agent/user goes on break/applies break system should re-direct him to his dashboard until he changes his status as 'Read' or Logout of the System.
Solution Description	When agent/user goes on break/applies break system should re-direct him to his dashboard until he changes his status as 'Read' or Logout of the System.
Actor(s)	Agent, ANM, Medical Officer, Supervisor, Auditor
Pre-Conditions	Agent/User is logged into the System
Basic Flow	Once the agent in to the system by default user will land on his/her homepage/Dashboard.

And once the agent s clicks on 'Ready' Status to take calls,
System will start auto dialling / manual dialling and connects ECD calls to them.
Agent might not be able to come back to dashboard until they click on 'Break'
User should be able to re-directed to dashboard whenever they click on 'Break" and select a particular 'Break type'
* |
Alternative Flow

None
Business Rules

Once the agent log's in to the system by default user will land on his/her homepage/Dashboard.
And once the agent s clicks on 'Ready' Status to take calls,
System will start auto dialling / manual dialling and connects ECD calls to them.
Agent/user might not be able to come back to dashboard until they click on 'Break'
User should be able to re-directed to dashboard whenever they click on 'Break" and select a particular 'Break type'

User can get back to calls once they click on 'Ready'|

Post-Conditions	User should be re-directed to Agents/user's Dashboard.
Change Impact	N/A
Exception(s)	Supervisors, Auditors can anytime navigate to their Dashboard (Above-mentioned logic is not applicable to them).

Supervisor can stop auto dialling for a district for the time period.
|

Extension Points	N/A
Variants	N/A
Assumptions	N/A
Not in Scope	N/A

3.22. Helpline-ECD-00035: System – IVRS Recording- When Agent has kept Beneficiary on Hold

ID	Helpline-ECD-00025
Requirement No	N/A
Type	Product specific
Requirement Description	System should play IVRS recording when Agent has kept the beneficiary on hold.
Solution Description	System should play IVRS recording when Agent has kept the beneficiary on hold. System should have the option to upload new recordings in the system whenever there is change in the IVRS records to be played.
Actor(s)	System, IVRS
Pre-Conditions	Agent/User is logged into the System

Agent is in call with Beneficiary /Or in conference with Beneficiary, ANM & Asha workers|
Basic Flow

Agent is in call with Beneficiary/conference with Beneficiary, ANM & Asha worker
Agent wants to keep Beneficiary on hold.
Once the agent keeps the call on hold
System must play IVRS recordings till the call is on hold.
Once the call is resumed, IVRS playback should stop
Agent will continue the call as per the process and close.|
Alternative Flow

When No IVRS Recording file is upload, this is not applicable.
Business Rules

System should have a feature to upload IVRS recordings
When call is kept on hold, system should play IVRS recording.

Admin should be able to upload new recordings and delete old recordings as per the need. |

Post-Conditions
Change Impact	N/A
Exception(s)	None
Extension Points	N/A
Variants	N/A
Assumptions	N/A
Not in Scope	N/A

3.23. Helpline-ECD-00026: System – SMS Alerts to Beneficiary

ID	Helpline-ECD-00026
Requirement No	N/A
Type	Product specific
Requirement Description	System should send automated SMS reminder to all Beneficiary at the time of call allocation to the agent/MO/ANM before each service due date of ANC/PNC
Solution Description	System should send automated SMS reminder to all Beneficiary at the time of call allocation to the agent/MO/ANM before each service due date of ANC/PNC
Actor(s)	System.
Pre-Conditions	SMS Integration

SMS format defined|

Basic Flow	System should send automated SMS reminder to all Beneficiary before each service due date of ANC/PNC at the time of allocation of calls. SMS Format sample: "Please visit nearest Government Health Centre for PNC 2 checkup due on 12/06/2017"
Alternative Flow	None
Business Rules	SMS to be sent as reminder before each due service like ANC1 to 4 & PNC1 to 4.

System triggered |

Post-Conditions	SMS is sent to the beneficiary before there scheduled ANC/PNC Service
Change Impact	N/A
Exception(s)	None
Extension Points	N/A
Variants	N/A
Assumptions	N/A
Not in Scope	N/A

3.24. Helpline-ECD-00027: System – Capture Congenital Anomalies during PNC Calls

ID	Helpline-ECD-00027
Requirement No	N/A
Type	Product specific
Requirement Description	ANM should have a feature to capture Congenital Anomalies during PNC Calls
Solution Description	ANM should have a feature to capture Congenital Anomalies during PNC Calls (for Child)
Actor(s)	ANM (Ancillary Nurse Midwife)
Pre-Conditions	Mother / Child Data uploaded into the system
Basic Flow	During the PNC calls ANM's to have a provision to capture Congenital Anomalies:

Cleft lip/palate
Bow Leg
Congenital heart disease
Club feet
lateral clavicle deformity
Spinal deformity
Others (A remarks box to type the dieses or defect)

Possible Cause of defect
|

Alternative Flow	None
Business Rules	Below fields is required to capture the details:

Cleft lip/palate
Bow Leg
Congenital heart disease
Club feet
Lateral clavicle deformity
Spinal deformity
Others (A remarks box to type the dieses or defect)

Possible Cause of defect|

Post-Conditions	Captured data to be saved and reports for birth defects to be generated. *
Change Impact	N/A
Exception(s)	None
Extension Points
Data Elements
Data Field	Input Type	Validation	Behaviour
Cleft lip/palate	Selection		Check Box/Dropdown list
Bow Leg	Selection		Check Box/Dropdown list
Congenital heart disease	Selection		Check Box/Dropdown list
Club feet	Selection		Check Box/Dropdown list
lateral clavicle deformity	Selection		Check Box/Dropdown list
Spinal deformity	Selection		Check Box/Dropdown list
Others	Free Text Box		Free Text Box
Possible Cause of Defect	Free Text Box		Free Text Box
Remarks	Free Text Box		Free Text box

Variants	N/A
Assumptions	N/A
Not in Scope	N/A

3.25. Helpline-ECD-00028: System –Report- Congenital Anomalies

ID	Helpline-ECD-00028
Requirement No	N/A
Type	Product specific
Requirement Description	Share Data with Public Health agencies (govt) to estimate how common these birth defects are and to develop prevention programs.
Solution Description	ANM should have a feature to capture Congenital Anomalies during PNC Calls (for Child), Data captured during this call needs to be generated as a report.
Actor(s)	ANM (Ancillary Nurse Midwife), System
Pre-Conditions	Mother / Child Data uploaded into the system
Basic Flow	During the PNC calls ANM's to have a provision to capture Congenital Anomalies:

Cleft lip/palate
Congenital heart disease
Club feet
lateral clavicle deformity
Spinal deformity
Others (A remarks box to type the dieses or defect)
Data captured during the call for congenital anomalies should populate in a report.

b) Arears where these cases are significant
c) No. of count
d) Trend of these disease

e) Possible causes
|

Alternative Flow	None
Business Rules	Reports for all beneficiary where defects were captured needs to be generated (Beneficiary ID (Mother Name, Child Name, Age, District)
Post-Conditions	Captured data to be saved and reports for birth defects to be generated.
Change Impact	N/A
Exception(s)	None
Extension Points
Data Elements
Data Field	Input Type	Validation	Behaviour
District
Type of Anomalies
Total Count
Possible Cause of Defect


Remarks	Free Text Box		Free Text box

Variants	N/A
Assumptions	N/A
Not in Scope	N/A

3.26. Helpline-ECD-00029: System –Sticky Agent

ID	Helpline-ECD-00029
Requirement No	N/A
Type	Product specific
Requirement Description	Sticky Agent for calling Beneficiaries through the ANC / PNC cycles
Solution Description	Sticky Agent for calling Beneficiaries through the ANC / PNC cycles. If Previous call was handled by one agent/ANM/MO, next call system should automatically allocated/routed to the same agent. If in case that agent is not available, it should be allocated/routed to any other agent.
Actor(s)	System, Agent/ANM/MO
Pre-Conditions	A specific agent handled first/previous call.
Basic Flow	When a call is allocated to an ANM (manually)

ANM will speak to the beneficiary and provide the ANC/PNC service.
Next scheduled call for the beneficiary should automatically allocated to the same agent who has handled the previous call.

If in case the agent is not available, then the call should be routed to any other agent accordingly.
|

Alternative Flow	If the same agent Is not available, Supervisor will allocate the call to any other available agent.
Business Rules	Whenever an ANM/MO attends a beneficiary call for the first time,

Next call for the same beneficiary should automatically allocated/routed to the same agent until the completion of all the calls as per the program.
If in case specific agent is not available, then the call to be routed to any other available agent.

In the system when a first call to the beneficiary is completed, it should map the Agent ID with the beneficiary ID for sticky agent concept, so that the next call can be routed to the same agent.
|

Post-Conditions	Same agent should be able to attend/speak to the beneficiary for the next ANC/PNC call.
Change Impact	None.
Exception(s)
Extension Points
Data Elements
Data Field	Input Type	Validation	Behaviour
Mother ID
Child ID
Agent ID


Variants	N/A
Assumptions	N/A
Not in Scope	N/A
Last modified Date
Last modified by
Approved by
Approved on

3.27. Helpline-ECD-00030: ECD No of Calls Configuration Screen:

Master data setup- Supervisor Role
Supervisor will create the call configuration and will map the questionnaire with call type.

Note-1-Supervisor can configure the call.
2-Supervisor can edit and delete the call configuration.
3-Questionnaire sheet is attached in 6.14, Answers control type would be based on questionnaire sheet and supervisor can edit and delete.
4-Questionnaire master data setup would be based on questionnaire sheet (Control type).
5-Supervisor can edit the questionnaire sequence also.

3.28. Helpline-ECD-00031: ECD Content data for each ECD Calls Upload Screen:

Note- Will provide the RCH data sheet.

3.29. Helpline-ECD-00032A: Supervisor- Dashboard

Note- Will provide the finalized report format.
1. Numbers of calls placed/Calls Verified-Break up as per the call type (Frequency-Monthly, Year to date)
2. High risk calls (Frequency-Monthly, Year to date)
3. HRP cases identified by ANM (Frequency-Monthly, Year to date)
4.HRP cases identified by RCH data (Frequency-Monthly, Year to date)

3.30. Helpline-ECD-00032B: Supervisor- Reports

1. Numbers of calls placed/Calls Verified-Break up as per the call type (Frequency-Monthly, Year to date)
2. High risk calls (Frequency-Monthly, Year to date)
3. HRP cases identified by ANM (Frequency-Monthly, Year to date)
4.HRP cases identified by RCH data (Frequency-Monthly, Year to date)
5.Follow up reports (Frequency-Daily)
6.VHSND Promotion (Frequency- Monthly)
7.NCD Detection during Pregnancy
8.Still birth reporting
9.Early detection of new born deformity
10. compliance check on delivery of pregnancy services in community registration
11. Monthly survey finding reports
12. Behavior change reports
13. Infant death
14. Maternal death
15. Miscarriage/Abortion
16. Delivery (Home/Govt. hospital/Pvt Hospital etc.)
17. Infant immunization _left out
18. ASHA/JSY Grievance registered
19. District wise call list
20. Agent wise Productivity Report
21. Stakeholder Report

3.31. Helpline-ECD-0033-System-Auto- Preview dialling

ID	Helpline-ECD-0033
Requirement No	N/A
Type	Product specific
Requirement Description	Once the calls are allocated to user (Either auto allocation by System or Manual allocation by supervisor), System should provide Auto Preview dialling. User should be able to see the CRM-Beneficiary screen with details before the call is connected
Solution Description	When call allocated to Agent, then system should have a provision to auto connect call by auto preview mode.
Actor(s)	System, Agent, ANM or Medical Officer
Pre-Conditions	Data uploaded into the system

Calls allocated to Agent.
System connects calls to Agent by Auto –Preview mode
Before call gets connected to the beneficiary, Agent should be able to view the beneficiary details and history.
There should be 15 to 20 seconds time gap agent should get to view the details before call gets connected (this should be configurable by Supervisor. My Operator))
|
Basic Flow

System connects calls to Agent by Auto –Preview mode
Before call gets connected to the beneficiary, Agent should be able to view the beneficiary details and history.
There should be 15 to 20 seconds time gap agent should get to view the details before call gets connected (this should be configurable by Supervisor. My Operator)
Once call gets connected, Agent will document the details as per the ANC/PNC schedule

Close the call as Valid/Invalid call.|

Alternative Flow	None
Business Rules	Agent should be able to view the beneficiary details 15 to 25 sec before call gets connected in Auto-Preview mode
Post-Conditions	Agent able to view the details before call gets connected.
Change Impact	N/A
Exception(s)	None
Extension Points	N/A
Variants	N/A
Assumptions	N/A
Not in Scope	N/A

3.32. Helpline-ECD-0034-System-Capture CSAT Score through Manual/IVRS/SMS Services

(Under discussion-approach to be finalised)

ID	Helpline-ECD-0034
Requirement No	N/A
Type	Product specific
Requirement Description	Once the calls are allocated to user (Either auto allocation by System or Manual allocation by supervisor), System/Agent should capture the feedback from the beneficiary
Solution Description	When call allocated to Agent, then agent should capture the CSAT score.
Actor(s)	System, Agent
Pre-Conditions	Data uploaded into the system

Calls allocated to Agent.
Before call gets connected to the beneficiary, Agent should be able to view the beneficiary details and history. |
Basic Flow

Login the application using login credentials
Go to worklist
Total number of calls displayed with details of every allocated beneficiary.
Call is placed to the beneficiary.

Customer satisfaction Score is captured|

Alternative Flow	None
Business Rules	Agent should be able to view the beneficiary details 15 to 25 sec before call gets connected in Auto-Preview mode
Post-Conditions	Agent to capture the CSAT score.
Change Impact	N/A
Exception(s)	None
Extension Points	N/A
Variants	N/A
Assumptions	N/A
Not in Scope	N/A

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