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  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 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:

  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.


  1. 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.
  1. 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

  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.
  1. 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.


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