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FUNCTIONAL REQUIREMENTS DOCUMENTGENERIC CHILD HELPLINE SYSTEM5th April, 2018.Table of Contents TOC \o "1-3" \h \z \u 2Table of Figures PAGEREF _Toc510708541 \h 3Acronyms PAGEREF _Toc510708542 \h 41Introduction:- PAGEREF _Toc510708543 \h 52Non Functional Requirements PAGEREF _Toc510708544 \h 62.1Work plan PAGEREF _Toc510708545 \h 62.2Technical Support Terms PAGEREF _Toc510708546 \h 72.2.1Hours of Operation PAGEREF _Toc510708547 \h 72.2.2Incident and Problem Management PAGEREF _Toc510708548 \h 72.2.3Matrices Definitions PAGEREF _Toc510708549 \h 72.2.4Support during 6 Month Warranty Period PAGEREF _Toc510708550 \h 82.2.5Priority Levels and Response Time PAGEREF _Toc510708551 \h 82.3Handling of Code Repository and Testing Procedures PAGEREF _Toc510708552 \h 102.4Project management PAGEREF _Toc510708553 \h 112.5Hardware Requirements PAGEREF _Toc510708554 \h 122.6Data Security PAGEREF _Toc510708555 \h 132.7Data Confidentiality, Integrity and Availability PAGEREF _Toc510708556 \h 143Functional Requirements & Features PAGEREF _Toc510708557 \h 163.1Modes of Communication PAGEREF _Toc510708558 \h 163.1.1Walk – In Cases: - PAGEREF _Toc510708559 \h 163.1.2Web-Online Form PAGEREF _Toc510708560 \h 193.1.3Web-Chat: - PAGEREF _Toc510708561 \h 223.1.4Social Media: - PAGEREF _Toc510708562 \h 253.1.5SMS:- PAGEREF _Toc510708563 \h 263.1.6Calls: - PAGEREF _Toc510708564 \h 293.1.7Field Worker – Mobile Compatible Application: - PAGEREF _Toc510708565 \h 324Case Management Form:- PAGEREF _Toc510708566 \h 344.1Case Capture work flow PAGEREF _Toc510708568 \h 345Quality Analysis (QA) Module: - PAGEREF _Toc510708569 \h 435.1Monitoring Form: - PAGEREF _Toc510708571 \h 435.2Quality Analysis Procedure: - PAGEREF _Toc510708572 \h 446Escalated Cases / Referral / Follow up Cases:- PAGEREF _Toc510708573 \h 466.1Case Escalation / Referral Procedure PAGEREF _Toc510708574 \h 477Reporting Module: - PAGEREF _Toc510708575 \h 487.1Pivot Reports PAGEREF _Toc510708579 \h 517.2Comprehensive Reports PAGEREF _Toc510708580 \h 527.3Reports Automation: - PAGEREF _Toc510708581 \h 528Dashboards: - PAGEREF _Toc510708582 \h 538.1Resources Presence Status: PAGEREF _Toc510708583 \h 538.2Counselor Login Page: - PAGEREF _Toc510708584 \h 548.3Administrator Dashboard: - PAGEREF _Toc510708585 \h 568.4Supervisor Dashboard: - PAGEREF _Toc510708586 \h 579Integration: - PAGEREF _Toc510708587 \h 589.1Proposed CPIMS / DCIMS and 116 data flow: - PAGEREF _Toc510708589 \h 5810FRD Signoff: - PAGEREF _Toc510708590 \h 6011APPENDICES PAGEREF _Toc510708591 \h 6211.1Appendix 1: Securing Application Services on Public Networks PAGEREF _Toc510708592 \h 6211.2Appendix 2: Principles and Standards: Confidentiality65Table of Figures TOC \c "Figure" Figure 1: Walk in Form7Figure 2: Walk in Form filled7Figure 3: Walk in Form New Case8Figure 4: Walk in Form Existing Case9Figure 5: Walk in Form Case Status9Figure 6: Email Repository Summary10Figure 7: Web Online details11Figure 8: Existing Case Found…………………………………………………………………...12Figure 10: Chat Search Cases found14Figure 9: Chat Case Form14Figure 10: Chat Cases Found16Figure 11: SMS Summary Repository16Figure 14: New Case Creation Form21Figure 19: Client Details27Figure 20: Perpetrator Details28Figure 23: Case Action31Figure 24: Call Monitoring Procedure33Figure 28: Communication management report38Figure 30: Pivot report40Figure 32: Activity Dashboard42Figure 31: Counsellor Login Status43Figure 33: Counsellor Case Dashboard44Figure 34: Administrator Dashboard45Figure 35: Supervisor Dashboard46Figure 36: Current 116 and CPIMS Flow47Figure 38: Proposed 116 and CPIMS integration48Figure 39: Operational Flow of integrated System50This FRD has been prepared by BITZ ITCAcronymsODKOpen Data KitAPIApplication Programming InterfaceESAEast and Southern Africa ESAREast and Southern Africa RegionESAROEast and Southern Africa Regional OfficeCOCountry OfficeSDGSustainable Development GoalsVANEViolence, Abuse, Neglect, and ExploitationVAC Violence Against ChildrenVAWG Violence Against Women and GirlsCMSCase Management SystemCPIMSChildren Protection Information Management SystemDCIMSDistrict Child Information Management SystemIEBCIndependent Electoral and Boundaries CommissionCRMContact Management SystemSMSShort messaging ServiceFRDFunctional Requirement DocumentMNO Mobile Network OperatorSysAdminSystems AdministratorTATTurn Around TimePRSPPremium Rate Service ProviderITUInternational Telecommunication UnionBITZ ITCBitz IT Consulting LtdPRSPPremium Rate Service ProviderIntroduction:-Child Helpline International is a collective impact organization working to defend the rights of children and youth worldwide. The network consists of 181 member organizations operating in 147 countries around the world (December 2017). Since its founding in 2003, it has supported the creation of new child helplines and strengthened the network by sharing what has been learned from the best of them, with all of them. Child Helpline International has partnered with UNICEF’s Eastern and Southern Africa Regional Office (ESARO) to support child helplines in the Eastern and Southern Africa (ESA) region. This collaboration aims to improve call response mechanisms, case management and referral of cases. In the last 2-3 years UNICEF ESARO in its role of technical support and coordination realized that a number of Child Helplines in the region are faced with similar challenges. ESARO in collaboration with COs’, assessed the various Helplines used within these 3 countries and identified similarities in processes and platforms, estimating that there is a 60-80 percent overlap. It is proposed that under the technical guidance of ESARO, a modular and replicable generic Helpline system is developed and thereafter customized for Kenya, Tanzania and Uganda for their own country specific context. The core components of the Helpline platform, common across nearly all countries is referred to as the Generic Helpline System. Some of these common features will include Case Registration, Case Management, escalation and follow-up procedures.This FRD therefore captures the functional and non-functional requirements to develop the Generic Helpline.Non Functional RequirementsWork planThe system will be developed in 2 phases. Phase 1 which will take about 3 months will involve development of the core system. This can be used to capture cases, Escalate, Refer and Follow up cases for faster resolution. Phase 2 will involve development of the other additional functionalities such as CHAT, Mobile App, SMS and social media. Below is the Work Plan. PhaseTime StartEndRelease One(This is the Core System development stage)Inception Phase (Project requirements gathering)2 WeekWeek 1Week 2FRD preparation 6 WeeksWeek 3Week 8Core System Design2 WeekWeek 1Week 2Coding Phase8 WeeksWeek 3Week 10Testing &Transition Phase3 WeeksWeek 11Week 13Customization and DeploymentCustomization to Specific Country and deployment to the 3 countries (2 weeks for each country)10 WeeksWeek 14Week 23Sub-totalCore system Development and Deployment in the 3 countries23 WeeksApril, 2018August, 2018Release Two(Integrated Services & Features)SMSChat integrationMobile AppTele-working External Web Interface4 WeeksWeek 24Week 27Testing and deploymentTesting system and deployment to the 3 countries4 WeeksWeek 28Week 31Documentation and Training FacilitationSource Code preparations Documentations and handover 2 WeeksWeek 32Week 33Sub-totalRelease two Development, Deployment and Handover10 WeeksAugust, 2018October, 2018Guarantee PeriodFree 6 Months Support 24 WeeksAugust, 2018January, 2019SLASupport and Maintenance2 YearsFebruary, 2019January, 2021Technical Support TermsHours of OperationThe company will ensure the availability of support staff from Monday to Friday from 8am-6pm(GMT+8).Any requests for the support outside these hours or the weekends or public holidays will be requested by UNICEF or partners to the Vendor in writing and agreed at least 48 hours prior the need.Incident and Problem ManagementThe core idea of incident management is quick workable resolution of outage or performance degradation of any features, modules, or the system in its entirety.For critical incidents and multiple incidents of similar nature, the root cause of the problem will need to be identified. Solutions or workarounds will be tested and applied. As part of the expected SLA, a tiered software support services model will be employed to provide an effective way to manage support services. If change is needed the request will be channeled to UNICEF through the Ministry or the Child Helpline. UNICEF will in turn consult with the Vendor and agree on cost and timing of the change request to be effected. Matrices DefinitionsThe engagement mode for support and maintenance anticipates all level 1 technical support to be provided by the Ministry or the Child Helpline in house technical team. End users shall contact them with issues. End users will communicate with the internal IT team either through Phone, face to face, Email or internal CHAT system which will be integrated to the Child Helpline System. The point of contact shall attempt to resolve the issue. If successful the issue will be closed at that point. If not successful the point of contact will submit the issue using the issue tracking/ticketing system as shall be provided by the Vendor. At the same time the issue will be flagged to the UNICEF technical support and The Vendor technical team. Once inside the ticketing system the issue will be followed to closure while all parties will receive progress updates until closure. At this point the Vendor will have the responsibility to resolve the issue and to provide the necessary updates. Critical or high issues will be logged into the ticketing system and automatically assigned to the Vendor support team. Immediately the point of contact at the Ministry or the Child Helpline shall be required to call the Vendor according to the escalation plan / matrix below and at the same time inform the UNICEF technical team.The triage process and prioritization assignment to each issue shall be managed by the Ministry or the Child Helpline.Critical (Response On call)A complete interruption causing the system (or critical piece of functionality) to be inaccessible. The Ministry or Child Helpline IT point of contact has no possible workaround to resolve the issue.High (Response 3 Hours)Critical functionality degraded or rendered unusable, causing severe impact on service availability for a significant portion of users. A temporary workaround exists but is not an acceptable longer term solution.Medium Response (1 business day)Issue affects no-critical functionality, or impacts a smaller number of users. A workaround is available.Low (Response 2 business days)Issue distracts users from their work in the system, but does not impact functionality or data. A workaround exists.The triage process and the prioritization assignment to each issue shall be managed by the Ministry and reviewed with the Vendor support team.Support during 6 Month Warranty PeriodUnlimited access to the Vendor’s ticketing system as described on the priority levels and response time section below.Unlimited technical support via email, CHAT, Skype and callsIntense training of the internal IT team at the Ministry or Child HelplineVendor to send a technical resource once a week. This will be mostly a troubleshooting session, pre-emptive support, applying of fixes and training sessions. Priority Levels and Response TimeWhenever Ministry or Child Helpline logs an incident to the Vendor’s ticketing system, they will add a prioritization to the incident. The prioritization will determine the response time for incidents. Incidents will primarily be reported through a ticketing system developed by the Vendor. Other communication channels such as phone, CHAT, Skype and email will be used as well, depending on the urgency and priority level of the incident. This response will be maintained during the specified hours of operation. The table below lists the four priority levels and the corresponding response times.Summary of Priority Levels and Response TimesIncidenceDescriptionWork Around ActionResponse TimeCriticalComplete interruption System InaccessibleNo work around existsLog in to the ticketing system.Call VendorInform UNICEFOn-CallHighCritical functionality degraded rendered unusableSevere impact on service availabilityWork Around exists but only as temporary solution.Log in to the ticketing system.Call VendorInform UNICEF if exceeds the 3 hours resolution response time.3 HoursMediumNon CriticalAffects small number of usersWork Around availableLog into the ticketing systemInform Vendor1 Business DayLowDoes not affect functionalityDistracts UsersWork Around availableLog into the ticketing systemInform Vendor2 Business DaysResponse times means that the Vendor will acknowledge receipt of the ticket and begin researching a solution to the issue within the allotted time. For the critical and High priority issues once a solution has been discovered the Vendor will be required to deploy it soonest possible while keeping the Ministry, Child Helpline and UNICEF updated on the progress. For the Medium to low incidences the Vendor will work directly with the IT point of contact at the Ministry or Child helpline to implement the changes required. For Medium to low incidences it is expected that the solution can be effected remotely for example through team viewer with the assistance of the internal IT team at the Ministry or at the Child Helpline.Level 2 and Level 3 researching and troubleshooting of issues may include contacting third party partners. Time spent contacting and troubleshooting with third party partners shall be deducted from the selected allotted time for support and maintenance.As indicated above, all issues including critical and high issues will be submitted via an online ticketing system. Critical and high issues will be followed by a call to the Ministry and UNICEF designated focal points to ensure prompt attention. Other channels that may be used to alert the Vendor of the critical and high issues entered in the ticketing system include instant messaging, email or Skype.The Vendor will be responsible for providing a primary contact number, as well as secondary numbers in case the primary contact number is unreachable. They will also provide links to other platforms where support will be available to the client.Handling of Code Repository and Testing ProceduresThe Vendor shall maintain a current production codebase with a central repository using Github and a test environment as similar as possible to the production environment. They will have one test environment setup at their offices and another one on cloud that will be available to the stakeholders. The Vendor shall maintain and update a roadmap for feature enhancements in consultation with the Ministry or the Child Helpline and UNICEF. Once an issue is reported or a new functionality is developed, the developer shall follow established software development practices, including:Checking out the necessary code from the repositoryInvestigating and preparing the software fix on their local machinePerforming sufficient unit and regression-testing to be satisfied that the fix has not unintentionally impacted a different area of the system.Merging the code back into the codebaseDeploying the codebase to the Test environmentWorking with the stakeholders to perform final acceptance testingUpon sign-off and consultation with the stakeholders, moving the fix to productionThe above high-level image illustrates the staging to delivery process.All development and testing work will be done on development and testing environments respectively. The production platform will only be patched once the patch has been tested on a testing/staging platform. The Ministry or Child Helpline and UNICEF should be informed of all patches and/or alterations applied to the production system. The following steps and procedures will be observed.Open sourceSource code licensed under the free and open-source AGPL license (Affero General Public License v3) with UNICEF a sole copyright holder of the AGPL license. All code must be uploaded to an agreed repository on GitHub.Test coverageAutomated testing of overall system, including provision of unit tests for all source code that can be run on the integration build server. Near total test coverage for all code is required.Performance and scalabilityRepeatable testing of system performance to ensure scalability, including automated detailed performance measurement of all software modules under stress-test conditions.Check – in ProcedureCheck-in early check-in frequent is the model developers will adapt. On Github vendor will adopt subversion (SVN) where developers should have a branch for the code in progress. Commits to that will not break the main build, which is in the trunk. This will also enable one to revert back to the last checkpoint. When the code is finished the branch will be merged into a local copy of the trunk. If it compiles, runs passes tests then the trunk is committed.Agile development The software development process shall include regular check-ins to re-assess progress, check priorities and adapt specific implementation details. Publicity visible roadmap and development prioritiesHowever, all the above features to be implemented within the agreed timeframe.Trello Software development Project Management tool will be usedProject managementAs defined in the RASCI matrix in the scope, the overall contract will be managed by UNICEF ESARO, with supervisor as the Regional ICT Chief Kenya, Tanzania and Uganda customized work, training, and deployments will be managed by Child Protection Section with technical support of the CO ICT/T4D teams. Coordination of the Vendor work across the country offices will be done by ESARO under the leadership of the regional ICT Chief.Hardware RequirementsType of HardwareDescription / SpecificationsCountry and Number of Units RequiredApplications & DataDL 380 Gen9 ServerProLiant DL380 Gen9/2SFF HP/2P Rack (2U)/1 x E52620v3(6 core, 2.4 GHz, 15MB, 85W)/1 x HP 16GB 2Rx4 /3 x HP 300GB 6G SAS 10K 2.5/P440ar 2G + batt / DVD-RW/4x1Gb (331i)/4xHP Fans/2x500W HP/Easy Rail Kit + CMA/3-3-3 Part No:K8P42A HP DL380 Gen9 E5-2620v3 Kit HP 16GB 2Rx4 PC4-2133P-R Kit HP 300GB 6G SAS 10K rpm SFF (2.5-inch)Uganda (1)Zanzibar (1)1 TB SAS 10K rpm SFF (2.5-inch)Replacement of Hard Disks on the Cisco ServerKenya (2)NAS External DiskSeagate Business 2-Bay 8TB Network Attached NAS Storage for Backing up Voice recordings and Application DataUganda (2)Tanzania (2)Zanzibar (1)Kenya (2)Connectivity / TelecomsOption 1 and Most desirable SIP otherwise E1If the Child Helpline has E1 connectivity or if they wish to arrange with the Telecom providers to set up an E1 linkZanzibar (SIP / E1)Kenya (Migrate to SIP if possible otherwise remain on E1)MyPBX with GSM ModulesProvision for about 8 Sim CardsUganda (1)Kenya (1)Tanzania (1)Zanzibar (1)Routing / SecurityRouterCisco 2900 SeriesSwitchCisco Switch 24-Port (CISCO SF2024 Small Business 24 Port )Firewall – Cisco SA 5512 SeriesASA5512-SSD120-K9 Cisco ASA 5500 Series Firewall Edition Bundle If we go the cloud option for hosting a good firewall is paramount and the Cisco ASA 5510 series is a good bet. Cyberoam too offers good security and could be a cheaper optionUganda (1)Kenya (1)Zanzibar (1)Server Cabinet (If country does not have one)Toten 42U Server Cabinet with Mesh Door W600 x D1000 x H2055mm Full Vented Top Frame with Rear Cable Entrance or equivalentZanzibar (1)Kenya (1)Server room UPSAPC Smart-UPS RT 5000VA 230V - Warranty 3 years Repair or Replace (Excluding Battery) and 2 year for batteryCall CenterGood Desktop Computers for the Call CenterRecommended i5/i7 2.4 Ghz, 8GB RAM Windows 7 (SP1) or Windows 8.1 (Desktop Mode)If Child helpline chooses to reduce cost No need for these desktops to be installed with Licensed Windows OS as can be installed with Open Source OS such as Ubuntu which is free Kenya would like a replacement of desktops (20)Headsets – PlantronicsCreative headsets/headphones with micKenya (20)HostingHosting – Main Application Good Internet between Call Center preferably FiberThis is especially because of the integration between government systems with Child Helpline system needed constant online synchronization. Zanzibar connection needs to be upgradedData SecurityPlease note that UNICEF has provided part of their Data Security policy appended as Appendix 1.Security is essential for Child Helpline information systems, and involves among other things, network security, computer security, Internet security and software security. The Ministry and Child Helpline IT teams’ capacity will be enhanced so as to avoid breaching of the Child Helplines security by enforcing the following practices.Protection? The helplines to install a fully licensed virus scanner able to detect malware, worms and viruses that infiltrate the systems through the Internet, unsecure networks and infected removable media such as flash disks.? They are to ensure constant updates to virus scanners and computer software to counter the latest network threats and viruses.? Enable and continuously monitor built-in computer firewalls to shield the operating systems from viruses and network threat.? Train and support qualified system administrators at the Ministries and the Child Helplines to control all computer systems and network equipment.? Perform regular system monitoring and reporting to identify security gaps before they become issues.Perform regular backups? The Child Helplines can come to a sudden halt when the computer systems crash. The Helplines can incur considerable losses and other serious implications including data loss. The IT teams at the Helplines will be supported to come up with the right backup strategy which will ensure that they have a data restore point in such situations. Having a good server and other external storage mechanisms such as a hard drive can aid in data backup. Recommendations have been given below on hardware requirements for each country. Setting up automatic backups at regular intervals is the best way to deal with data problems.It is also proposed to have an offsite backup stored on a server or NAS in a different location. This would ensure that incase even the infrastructure at the Child Helpline was to go down for one reason or the other restoration data would still be available from a different location. The Child Helpline would be advised to configure a VPN connecting other branches to connect to the Main Helpline center thereby allowing for online offsite backup scheduled to run on a pre-configured schedule.Perform Software and System Maintenance Regularly? Regular maintenance practices such as disk defragmentation and software updates ensure that computers run efficiently. Schedule a monthly or weekly defragmentation process to keep all files in a single working unit. When you have a genuine operating system, you can set automatic updates to allow the operating system get essential updates fixes from the manufacturer.? IT system maintenance for servers and databases is also necessary for keeping IT systems up-to-date and secure. An AMC will be entered into between UNICEF and the Vendor for a period of 2 years (See Appendix 3). During this period the IT teams at the Child Helpline will be trained to build their capacity to handle support issues. The Vendor’s support will be downscaled until handover of the support function to the internal IT teams.Genuine Essential Software? Today, many people fall prey to cheap and readily available “free” software that may not be secure for use in a business environment. Such software has many security loopholes that may expose the company’s data to hacking, identity theft and virus attacks. It is important for any given business to adopt safe, industry standard and approved software to run on its computers. ? We will also assist the IT Teams to determine programs that draw huge amounts of bandwidth from the Helplines computers and get rid of them before disaster strikes. Data Confidentiality, Integrity and AvailabilityChild Helpline International members recognize the right of all young people, children and families to services that are professional, individualized, confidential, culturally sensitive and timely. Confidentiality refers to protecting information from being accessed by unauthorized parties. Given the sensitive nature of conversations and possible intervention outcomes, confidentiality is a serious matter for child helplines around the world. Confidentiality is also one of the reasons why children feel they can trust the child helpline with their difficult matters.Members of Child Helpline International believe that services designed for children should respect the child’s right to privacy and ensure confidentialityIt may impede on a child’s right to confidentially and privacy if a child helpline is able to automatically locate a caller without their express permission and informed consent. It may also be a barrier to help if a child is scared they will be identified or called. During the generic FRD discussions at UNICEF offices the issue of confidentiality for those Child Helplines planning on having call back services was raised. The need to adhere to Child Helpline International confidentiality standards should be adhered to. Please see Appendix 2 for more information on the Child Helpline International confidentiality standards.Functional Requirements & FeaturesModes of CommunicationThe registration of cases, Case Management, escalation and Follow-up will be done through the various communication modes listed below:Walk – In Cases: - This feature is for all the Clients or the reporters who have access to the counselling center and can walk-in into the premises and report the case. When selected there will be no other calls or other mode of communication for any cases directed to the counsellor. The timer for the case handled will be triggered, which will eventually be used for statistics for the individual counsellor. Once the entire case form is filled and the status of the case is updated, the timer for the case will stop and will indicate counsellor as available for the next caseThe counsellor needs to make himself / herself available to take more cases via Calls, SMS, Web- Chat, E-Mails, Social Media, Walk-ins, etcFeatures of Walk-In case: -During Walk-in, the client or reporter can be reporting the case for the 1st time or might be following up on a previous case which has already been registered. Kindly note that the walk-in form will be used for the following unstructured communications:ChatEmailsSMSSocial Media To have this checked, below will be the features given to the counsellor.Name: Text BoxPhone Nos: Text BoxCase Id: Text BoxAgeText BoxSexDrop DownLocationText BoxName: Text BoxPhone Nos: Text BoxCase Id: Text BoxAgeText BoxSexDrop DownLocationText BoxFigure SEQ Figure \* ARABIC 1: Walk in FormWhen any of the above details Name, Phone no. or case id are submitted, the system will search in the data base for any of the matching details and then populates the form.center1858445SubmitSubmitName: PeterPhone Nos: 12345678Case Id: Text BoxAge10SexMCountyKisiiName: PeterPhone Nos: 12345678Case Id: Text BoxAge10SexMCountyKisiiFigure SEQ Figure \* ARABIC 2: Walk in Form filledIf no records are found, the system will indicate NO MATCHING RECORDS, click on NEW to create a new form. 21907545085Name: PeterPhone Nos: 12345678Case Id: Text Box NO RECORDS FOUNDClick NEW to create a NEW Case0Name: PeterPhone Nos: 12345678Case Id: Text Box NO RECORDS FOUNDClick NEW to create a NEW Case250825156845Figure SEQ Figure \* ARABIC 3: Walk in Form New CaseFigure SEQ Figure \* ARABIC 3: Walk in Form New CaseOnce the New Case button is clicked, a new case form pops up and the details are filled accordingly. *The case form details are mentioned at a later stage. -1238251943100Figure SEQ Figure \* ARABIC 4: Walk in Form Existing CaseFigure SEQ Figure \* ARABIC 4: Walk in Form Existing Case-123825285750Name: PeterPhone Nos: 12345678Case Id: Text Box0Name: PeterPhone Nos: 12345678Case Id: Text BoxFor existing Case:Click on Submit button: -2622553371853 results found for the match Click here to GO BACKSl NoNamePhone NosCase IDType of caseDate (Last update)Case Status1Peter123456789845200Abuse20/02/2016Escalated2Peter123456780213411General enquiry09/12/2015Closed3Peter123456780123422Trafficking01/11/2015Closed03 results found for the match Click here to GO BACKSl NoNamePhone NosCase IDType of caseDate (Last update)Case Status1Peter123456789845200Abuse20/02/2016Escalated2Peter123456780213411General enquiry09/12/2015Closed3Peter123456780123422Trafficking01/11/2015Closed-290830340360Figure SEQ Figure \* ARABIC 5: Walk in Form Case StatusFigure SEQ Figure \* ARABIC 5: Walk in Form Case StatusThe system will search for the particulars in the data base and fetch the details matching in a tabular column. The counsellor can click on the hyper link on the Case Id and can view the case details.The case form with all the details for that case will be displayed.There will be an update / edit button below the case formThe counsellor can update the case form with the relevant informationAll changes made will have an audit trail, which indicates the information update/ edited, date, time and the login details of the counsellor The data base gets updated with the latest date and time for records purposeAll forms will have an auto save and edit button belowThere will be a BACK button for the information to be viewed / edited/ updated on the previous pagesThe auto generated case id nos will remain the same as created earlier. Every heading will have a filter to sort the recordsWeb-Online FormThese Web Online form will be structured meaning that all fields will be pre-defined with Mandatory fields properly defined for the online client. This will ensure that data received from a Web Online report will be usable in the Case Management system to easily create a case. The form will have “I am not a robot”/”captcha” test for protecting against malicious bot attack on the web server. Development team to setup up SSL in the web service. This will enable user to access the site over htts: allowing secure transmission of data between client browser and server. A verification mechanism will also be setup for the online submission. This mechanism could take the form of sending a verification email or generating an immediate phone call or SMS to the user asking a verification response. This will assure the counsellor updating cases of dealing with authentic clients and eliminate or reduce bot attacksThe counsellor will use the methodology of assigning the cases to themselves and acting upon them. The client will fill the case form online and click the submit button.The mandatory fields required to be filled online and the format of information will be provided by the Ministry and the Child Helplines in each country.Case nos will automatically get assigned and any updates / progress on the case will be notified via E-Mail / SMS to the person who has raised the case on line. Any modifications to the case form will have an audit trail left behind. A clear guideline details will be mentioned to the person which will guide them on how to fill the form and raising their concernWhen selected, there will no calls or any other mode of communication for any cases directed to the counsellor. The timer for the case handled will be triggered, which will eventually be used for statistics for the individual counsellor for number of cases handled via E-Mails. The case management system will be integrated with the Domain to send and receive E-Mails accordingly for a specified E-Mail idAllow anonymous reporting to allows key cases to be reported without any fearOnce the entire case form is filled and the status of the case is updated, the timer for the case will stop and will indicate counsellor as available for the next caseThe counsellor needs to make himself / herself available to receive more cases via Calls, SMS, Web- Chat, Walk-ins or Social Media Features of a Web Online Case: --5715002436495Figure SEQ Figure \* ARABIC 6: Email Repository SummaryFigure SEQ Figure \* ARABIC 6: Email Repository Summary-57150038735Click here to GO BACKTotal No. of Web Online Cases Received for the dayTotal Nos of Web Online Cases assigned to my QueueTotal Nos of Web Online Cases Actioned for the dayTotal Nos of Web Online Cases Escalated for the dayTotal Nos of Web Online Cases Pending for the dayTotal Nos of Web Online Cases Closed for the day50 10735200Click here to GO BACKTotal No. of Web Online Cases Received for the dayTotal Nos of Web Online Cases assigned to my QueueTotal Nos of Web Online Cases Actioned for the dayTotal Nos of Web Online Cases Escalated for the dayTotal Nos of Web Online Cases Pending for the dayTotal Nos of Web Online Cases Closed for the day50 107352When clicked on Web Online, there will be a Web Online repository which will indicate the following:Total No. of Web Online Cases Received for the day. It will take the counsellor to all the Web Online Cases received for the day in the common bucketThe counsellor can select the Web Online case and assign to Himself / herself to action it accordinglycenter271780Click here to GO BACKCase IDE-Mail IDCategoryDate Web Online Case Received onAssignedAction StatusClick To Assign 9845200Jack@Complaint15/02/2017Unassigned-0213411Mac234@Abuse21/01/2017MariamClosed-0123422Jacob79@Child treatment31/12/2016TonyEscalated-9845201Andrew_FCZ@Enquiry29/12/2016MariamClosed-0213414Anithahighlight@Trafficking29/12/2016GaryWork in Progress-00Click here to GO BACKCase IDE-Mail IDCategoryDate Web Online Case Received onAssignedAction StatusClick To Assign 9845200Jack@Complaint15/02/2017Unassigned-0213411Mac234@Abuse21/01/2017MariamClosed-0123422Jacob79@Child treatment31/12/2016TonyEscalated-9845201Andrew_FCZ@Enquiry29/12/2016MariamClosed-0213414Anithahighlight@Trafficking29/12/2016GaryWork in Progress--228600147320Figure SEQ Figure \* ARABIC 7: Web Online detailsFigure SEQ Figure \* ARABIC 7: Web Online detailsCases will be listed on a First in First out (FIFO) basis.For all unassigned Cases, the counsellors can click on check box and assign the case to themselves to act on it. All other Web Online cases assigned to other counsellors will be greyed out and cannot be assigned or viewed until the case is closed or escalatedOnce the case has been taken by the counsellor, the status will indicate WORK IN PROGRESSTo check if it’s an existing case follow up or new case. The system will automatically search the Case ID or E-Mail id from the data base and indicate if there are any cases pertaining to the same Web Online Case or it’s a first time. To have this checked, key details will be given to the counsellor to do a search. Please refer to figure 1. When any of the above details are fed into the database and the submit button clicked, the system will search for any of the matching details and publish the data.If no records are found, the system will indicate NO MATCHING RECORDS, click on NEW to create a new form. Please refer to figure 3.Once the New Case button is clicked, a new case form pops up and the details are filled accordingly. For Existing Case: -50165520702 results found for the match Click here to GO BACKSl NoNameCase IDE-Mail IDType of caseDateCase Status1Jack7865201Jack@Trafficking07/01/2017Escalated2Jack1413409Jack@Abuse09/12/2015Closed002 results found for the match Click here to GO BACKSl NoNameCase IDE-Mail IDType of caseDateCase Status1Jack7865201Jack@Trafficking07/01/2017Escalated2Jack1413409Jack@Abuse09/12/2015Closed-19050300355 Figure 8: Existing case found0 Figure 8: Existing case foundThe system will search for the particulars in the database and fetch the details matching in a tabular column. Response by the Counsellor will be done by the Domain id or SMS.The counsellor can click on the hyper link on the Case Id and can view the case details.The case form with all the details will be displayedThere will be an update / edit button below the case formThe counsellor can update the case form with the relevant informationAll changes made will have an audit trail, which indicates the information update/ edited, date, time and the login details of the counsellor The data base will be updated with the latest date and time for records purposeAll forms will have auto save and edit button belowThere will be a BACK button for the information to be viewed / edited/ updated on the previous pages All of the above information will be formulated in the form of reportsThe auto generated case id nos will remain the same as created earlier. Every heading will have a filter to sort the recordsWeb-Chat: - This feature is for all the Clients or the reporters who have access to Internet and would like to report a case through the Child Helpline web portal through the chat facility to a counsellor. When selected, there will be no calls or other modes of communication directed to the particular counsellor. There can be an option for a notification received when Clients or the reporters want to chat. When accepted the chat, automatically the system will change status for no call mode and continue with the activity. Once the status of the case is closed, the system will prompt if the counsellor wants to go back to calls, if not they will continue with offline support mode.The case management system should be integrated with the Web page of the child HelplineThe timer for the case handled will be triggered, which will eventually be used for statistics for the individual counsellor for nos of cases handled via Web- Chat. Once the entire case form is filled and the status of the case updated, the timer for the case will stop and will indicate the counsellor as available for the next caseThe counsellor needs to make himself / herself available to take more cases via Calls, SMS, Walk-ins web-chat, Social Media, Web-online etc.Refer to walk-in form in figure 1.Features of Web-Chat case: -The case management system is integrated with the Web portal via APIWhen notification pops up indicating the Web Chat, the available counselor has the option to accept the chat or decline it. The system will identify from the chat id, if it’s a first time chatting or a regular chat. For a new CHAT case the counsellor will create it using a Walk-in Form from within the system. The oldest chat unattended will feature first on topIf the counselor is chatting, the status of the counselor on the dashboard will change to chatting and the timer will start till the chat is completed with the case form been completed and updated To check if it’s an existing case follow up or new case. The system will automatically search the Web Name id of the chatter from the data base and indicate if there are any cases pertaining to the same Web name id or it’s a first time. Also the counsellor can search by the following criteria for Web Name, the client or reporter can be reporting the case for the 1st time or might be following up on a previous case which has already been registeredTo have this checked, the below will be the features given to the counsellor. Click here to GO BACKName: Text BoxWeb Chat NameText BoxCase Id: Text BoxPhone Nos: Text Box Click here to GO BACKName: Text BoxWeb Chat NameText BoxCase Id: Text BoxPhone Nos: Text BoxFigure 9: Chat / Case Search FormWhen any of the above details are fed into the database such as Name or Web Chat name or Phone nos or case id and clicked on submit button, the system will search in the data bases for any of the matching details and publish the reportsIf no records are found, the system will indicate NO MATCHING RECORDS, click on NEW to create a new form. Please refer to figure 3.Once the New Case button is clicked, a new case form pops up and the details are filled accordingly. 127002514602 results found for the match Click here to GO BACKSl NoNameWeb- Chat NameCase IDType of caseDateCase Status1NicholasNike9875966000CPIMS22/08/2016Closed2NicholasNike9877321769Abuse01/12/2016Closed2 results found for the match Click here to GO BACKSl NoNameWeb- Chat NameCase IDType of caseDateCase Status1NicholasNike9875966000CPIMS22/08/2016Closed2NicholasNike9877321769Abuse01/12/2016ClosedFor Existing Case: left10160Figure 10: Chat Search Cases found0Figure 10: Chat Search Cases foundThe system will search for the particulars in the data base and fetch the details matching in a tabular column. The response for the chat will be done from the Web Browser and all the trail chats will be recordedThe counsellor can click on the hyper link on the Case Id and can view the case details.The case form with all the details will be displayedThere will be an update / edit button below the case formThe counsellor can update the case form with the relevant informationAll changes made will have an audit trail, which indicates the information update/ edited, date, time and the login details of the counsellor The data base get updated with the latest date and time for records purposeAll forms will have auto save and edit button belowThere will be a BACK button for the information to be viewed / edited/ updated on the previous pages All of the above information will be formulated in the form of reportsThe auto generated case id nos will remain the same as created earlier. Every heading will have a filter to sort the recordsSocial Media: - Face Book, TwitterThese features are for all the Clients or the reporters who have access to Internet and would like to raise a complaint through the Child Helpline Facebook page or Twitter account. The entire process for the Social media will be the same as the Web Chat process and methodology. All modes of communication will have a search engine. Refer to walk-in form in figure 1.SMS:-This feature is for all the Clients or the reporters who have access to the phones and who wish to send an SMS to 116 for the Child Helpline. UNICEF will provide our technical team with their SMS send / receive platform which will support structured reporting via SMS. The counsellor will be able to get / probe for key information from the reporter via SMSWhen selected, there will be no calls or other mode of communication directed to the particular counsellor. The case management system should be integrated with the SMS Gateway to receive and send SMS accordingly from a specified 116 short code. (Mostly through a PRSP but may vary from country to country)The timer for the case being handled will be triggered, which will eventually be used for statistics for the individual counsellor for number of cases handled via SMS. There will be an option to reply to SMS through the case management system to acknowledge the SMS received and seeking for more details. Once the entire case form is filled and the status of the case is updated, the timer for the case will stop and will indicate as available for the next caseThe counsellor needs to make himself / herself available to take more cases via Calls, SMS, Web- Chat, Walk-ins, Social Media, E-Mails, etc.Features of SMS case: -When clicked on SMS, there will be a SMS repository which will indicate the followingcenter115570 Click here to GO BACKTotal Nos of SMS Cases Received for the dayTotal Nos of SMS cases assigned to my QueueTotal Nos of SMS cases Actioned for the dayTotal Nos of SMS cases Escalated for the dayTotal Nos of SMS cases Pending for the dayTotal Nos of SMS cases Closed for the day10 6315200 Click here to GO BACKTotal Nos of SMS Cases Received for the dayTotal Nos of SMS cases assigned to my QueueTotal Nos of SMS cases Actioned for the dayTotal Nos of SMS cases Escalated for the dayTotal Nos of SMS cases Pending for the dayTotal Nos of SMS cases Closed for the day10 63152-520700311150Figure 11: SMS Summary Repository0Figure 11: SMS Summary RepositoryWhen clicked on the hyper link of Total Nos of SMS Cases Received for the day. It will take the counsellor to all the SMS received for the day in the common bucketThe counsellor can select the SMS and assign to Himself / herself to action it accordinglyThe latest SMS will get featured on topFor all unassigned SMS, the counsellors can click on check box and assign the SMS case to themselves to action it. -5651503388360Figure 12: SMS Details0Figure 12: SMS Details-577850455930 Click here to GO BACKSl NoSender No.Body / Contentof SMSDate SMS Received onAssignedAction StatusClick To AssignRespond to SMS10722987650General Information10/01/2017Unassigned-20713654321Sexual Abuse08/01/2017Unassigned--30763409062Abduction07/12/2016Unassigned--40733414523Mental Health07/12/2016MariamClosedReplied50720055067Trafficking06/12/2016GaryWork in ProgressReplied00 Click here to GO BACKSl NoSender No.Body / Contentof SMSDate SMS Received onAssignedAction StatusClick To AssignRespond to SMS10722987650General Information10/01/2017Unassigned-20713654321Sexual Abuse08/01/2017Unassigned--30763409062Abduction07/12/2016Unassigned--40733414523Mental Health07/12/2016MariamClosedReplied50720055067Trafficking06/12/2016GaryWork in ProgressRepliedAll SMS assigned to other counsellor will be greyed out and cannot be assigned or viewed until the case is closed or escalatedOnce the case has been taken by the counsellor, the status will indicate WORK IN PROGRESSThe timer for the case handled will be triggered, which will eventually be used as stats for the individual counsellor. Once the entire case form is filled and the status of the case updated, the timer for the case will stop and will indicate as available for the next caseThe counsellor needs to make himself / herself available to take more cases via Calls, SMS, Web- Chat, E-Mails, Social Media, Walk-ins, etcRefer to walk-in form in figure 1.SMS case details: -For SMS, the client or reporter can be reporting the case for the 1st time or might be following up on a previous case which has already been registeredTo have this checked key information will be provided to the counsellor. Please refer to figure 1.When any of these details are fed in the database such as the Name, Phone no or case id and submitted, the system will search in the data base for any of the matching details and display the data. If no records are found, the system will indicate NO MATCHING RECORDS, click on NEW to create a new case. Please refer to figure 3.-1238253255010Figure SEQ Figure \* ARABIC 8: SMS Search Results with no existing caseFigure SEQ Figure \* ARABIC 8: SMS Search Results with no existing caseOnce the New Case button is clicked, a new case form pops up and the details are filled. Please refer to figure 4.center3287395Figure 13: Case search status formFigure 13: Case search status formcenter4006853 results found for the match Click here to GO BACKSl NoNamePhone NosCase IDType of caseDateCase Status1Peter123456789845200Abuse20/02/2016Escalated2Peter123456780213411General enquiry09/12/2015Closed3Peter123456780123422Health01/11/2015Closed003 results found for the match Click here to GO BACKSl NoNamePhone NosCase IDType of caseDateCase Status1Peter123456789845200Abuse20/02/2016Escalated2Peter123456780213411General enquiry09/12/2015Closed3Peter123456780123422Health01/11/2015ClosedFor Existing Case: The system will search for the particulars in the data base and fetch the details matching in a tabular column. The counsellor can click on the hyper link on the Case Id and can view the case details.The case form with all the details will be displayedThere will be an update / edit button below the case formThe counsellor can update the case form with the relevant informationAll changes made will have an audit trail, which indicates the information update/ edited, date, time and the login details of the counsellor The data base get updated with the latest date and time for records purposeAll forms will have auto save and edit button belowThere will be a BACK button for the information to be viewed / edited/ updated on the previous pagesAll of the above information will be formulated in the form of reportsThe auto generated case id no will remain the same as created earlier. Every heading will have a filter to sort the recordsCalls: - The system will allow incoming calls from a reporter or a client who is reporting a case. There will be provision for a toll free phone numbers (hotline) that will cater for the Child Helpline. Calls can be transferred within the call center while at the same time the supervisor can be able to budge into an ongoing call to listen in or give some inputs to both parties.It has been noted that some counsellors receive more calls than others. This is probably because they do not make themselves available by clicking the available button. This can be resolved by putting a wrap up timer that the supervisor can change.IVR – Interactive Voice responseA welcome message with greetings with information about the child helpline will be played. However it was agreed that information playing on the IVR will be provided by Ministry in conjunction with the particular Child Helpline.Language preference (Selection) and skill set routingHold music or general information played when all counselors are busy on callsVoice mail for a call back if the call has not gone through to any of the counselorsCall landing on the counselor’s desk:- When the call lands at the counselor’s desk, the number from which the call is coming through gets displayedIf the call is from a number which is not in the data base, a new case form will be popped upIf the number has been registered in the database, all the data pertaining to this number will get displayedThe counselor will have an option to select the existing case as a follow up. There will be an edit/update button for the counselor to update the information. In case it’s a New case, a unique case id for the case gets generated which will be generated in the form for sequential numberingAs and when the details in the form gets filled, there will be an auto save functionality which will be saving the informationThere will be a back button for the counsellor to come back to see the previous informationFeatures of a Call Case: -Critical information in the form of call summary will get displayed in the right hand side of every case form for reference. If the call gets disconnected, there will be an option for disposing the case form by indicating incomplete form due to call disconnect. Once the conversation begins, the counselor will be able to identify if the call is Genuine or a Prank call, Blank Call or Foreign LanguageThe counsellor will be able to tick the option to proceed with the callOnce this information is stored into the database, in future any call coming from the same number will have an indication if the call is BLANK, PRANK or Foreign Language(More details on PRANK calls mentioned later)Once the entire form is completed with all relevant information, the call will be closed with appropriate dispositions.When counsellor is allocated to calls queue there will be no other modes of communication such as SMS or Email available to the counsellor. The case management system will be integrated with the Call Center Management system to receive and make calls through toll free short code number (116) The timer for the case handled will be triggered, which will eventually be used for statistics for the individual counsellor for the number of cases handled via calls. Once the entire case form is filled and the status of the case updated, the timer for the case will stop and will indicate counsellor as available to receive the next case call.The counsellor needs to make himself / herself available to take more cases via Calls, SMS, Web- Chat, Walk-ins, Social Media, E-Mails, etc.In the contacts field it is important to capture the nearest Landmark whether it’s a hospital, school etc.New Case: - 4323888691515Case No: 1234456Case No: 1234456A new case form will pop up with a unique case number assigned to it.2266952880995Figure 14: New Case creation formFigure 14: New Case creation form227215147435Click here to GO BACKNameText BoxAgeCalendar / Text Box / Date RangeSexDrop DownLanguageDrop DownLocationDrop DownNearest landmarkText Box0Click here to GO BACKNameText BoxAgeCalendar / Text Box / Date RangeSexDrop DownLanguageDrop DownLocationDrop DownNearest landmarkText BoxFor existing case / repeat nos: 238298225713 results found for the match Click here to GO BACK Sl NoNamePhone NosCase IDType of caseDateCase Status1Dan123456789845200Abuse20/02/2016Escalated2Dan123456780213411General enquiry09/12/2015Closed3Dan123456780123422Trafficking01/11/2015Closed03 results found for the match Click here to GO BACK Sl NoNamePhone NosCase IDType of caseDateCase Status1Dan123456789845200Abuse20/02/2016Escalated2Dan123456780213411General enquiry09/12/2015Closed3Dan123456780123422Trafficking01/11/2015Closed24130092075Figure 15: Case Status form0Figure 15: Case Status formThe system will search for the particulars in the data base and fetch the details matching in a tabular column. The counsellor can click on the hyper link on the Case Id and can view the case details.The case form with all the details will be displayedThere will be an update / edit button below the case formThe counsellor can update the case form with the relevant informationAll changes made will have an audit trail, which indicates the information update/ edited, date, time and the login details of the counsellor The data base gets updated with the latest date and time for records purposeAll forms will have auto save capability and edit button belowThere will be a BACK button for the information to be viewed / edited/ updated on the previous pages All of the above information will be formulated in the form of reportsThe auto generated case id number will remain the same as created earlier. Every heading will have a filter to sort the records Field Worker – Mobile Compatible Application: - The system will be mobile compatible. This means the application will be accessible on mobile devices. Users log-in using their credentials on the mobile device. They will be able to receive cases assigned / escalated to them for follow-up. They will also be able to register cases just as if they were accessing the system at the call center.The Case forms will be the same as mentioned in all the processes with the same functionalities. Offline capability will be inbuilt in the application hence once the phone is connected with internet, the entire data will be transferred to the server and will get featured in the case repository.There will be confidentiality maintained as the phone will transfer the information once connected to the server. Through an ODK API to enable offline data synching once device is connected to internet.Once the information is transferred to the server, the case id will get generated as per the sequential order of the cases that have been created for all modes of communication. For other external departments, Web logins will be created with access right to what is essential for them to view and update accordingly. All of the above shall have detailed audit trails with foot prints of date and time. Field worker once logged in, will be able to view the dashboard of how many cases have been assigned to them, how many they have created, what is the TAT for the cases to be resolved, Etc. -4286252562225Figure SEQ Figure \* ARABIC 9: Field Worker case statusFigure SEQ Figure \* ARABIC 9: Field Worker case status-42608545720Sl NoCounselor NameCase IDAssigned Date Assigned toType OF caseCriticalityTATAction1Elizabeth987654203/08/2016MichaelChild AbuseHigh Priority5 hrsUpdate2Susan 267384910/08/2016MichaelCPIMSHigh Priority1 dayUpdate3Kimani975420714/08/2016MichaelCPIMSMedium Priority2 daysUpdate4Brian 157364219/08/2016MichaelCPIMSMedium Priority6 hrsUpdate5Jacky625478223/08/2016MichaelChild AbuseLow Priority2 daysClosed00Sl NoCounselor NameCase IDAssigned Date Assigned toType OF caseCriticalityTATAction1Elizabeth987654203/08/2016MichaelChild AbuseHigh Priority5 hrsUpdate2Susan 267384910/08/2016MichaelCPIMSHigh Priority1 dayUpdate3Kimani975420714/08/2016MichaelCPIMSMedium Priority2 daysUpdate4Brian 157364219/08/2016MichaelCPIMSMedium Priority6 hrsUpdate5Jacky625478223/08/2016MichaelChild AbuseLow Priority2 daysClosed-4171954677410Figure SEQ Figure \* ARABIC 10: Create a new caseFigure SEQ Figure \* ARABIC 10: Create a new case-417534343787Sl NoCounselor NameCase IDCase Created Date Assigned toType OF caseCriticalityTATStatus1Michael673829310/12/2016MichaelChild AbuseHigh Priority2 hrsPending2Michael435748517/12/2016MichaelCPIMSHigh Priority5 hrsClosed3Michael928263217/12/2016MichaelCPIMSMedium Priority1 daysPending4Michael528374621/12/2016MichaelCPIMSMedium Priority3 hrsUpdate5Michael216385826/12/2016MichaelChild AbuseLow Priority8 hrsClosed00Sl NoCounselor NameCase IDCase Created Date Assigned toType OF caseCriticalityTATStatus1Michael673829310/12/2016MichaelChild AbuseHigh Priority2 hrsPending2Michael435748517/12/2016MichaelCPIMSHigh Priority5 hrsClosed3Michael928263217/12/2016MichaelCPIMSMedium Priority1 daysPending4Michael528374621/12/2016MichaelCPIMSMedium Priority3 hrsUpdate5Michael216385826/12/2016MichaelChild AbuseLow Priority8 hrsClosedMy Cases Created: Case Management Form:- Case Capture work flowIt has been noted that government child protection information systems have a case record sheet in place with defined fields. The technical team together with Ministry and Child helplines will work together to verify existing fields are matching with the government system fields for easier data exchange between the 2 systems.It was agreed that standards need to be developed to guide those registering cases on important information to capture from the reporter. To maintain confidentiality it was suggested that Case information on progress should not be given to follow up reporters either by mail or any other means.In the Child Helpline system there are 7 broadly classified tabs for the information to be captured. Case Reporter DetailsCase CategoryOther Client DetailsPerpetrator DetailsCase NarrativeServices OfferedCase ActionDepending on the case status if the client is a first time Reporter the counselor will click on Create New case otherwise if the client or is a repeat Reporter/ Client the form will populate accordingly. Case Capture WorkflowYesNoYesNoYesNoYesNoStartReporter ExistsAdditional client detailsGet Reporter DetailsReporter is ClientList/Search & select Case under ReporterGet perpetrator detailsWith PerpetratorFollow UpSelect Case CategoryGet Client DetailsCase UpdateGet Case NarrativeServices OfferedCase ActionsEndCreate New Case YesNoYesNoYesNoYesNoStartReporter ExistsAdditional client detailsGet Reporter DetailsReporter is ClientList/Search & select Case under ReporterGet perpetrator detailsWith PerpetratorFollow UpSelect Case CategoryGet Client DetailsCase UpdateGet Case NarrativeServices OfferedCase ActionsEndCreate New Case 0-635Figure 16: Case capture flowFigure 16: Case capture flowWe would like to note that the fields to be captured as well as questions to be asked during case registration process will be aligned to the Child helpline and THE MINISTRY during the development process. Case Reporter’s Details: -38100104775Fields To be CapturedActionsCapturing FeaturesWhat is your NameIf the reporter wants to keep this discreet choose YES then all other Name details will be grayed outDrop Down if Name Discreet and Text Box to capture Name details if Name not DicreetSex Male (M)Female (F)Drop Down – To selectLanguage SpokenEnglishKiswahiliOther Drop Down – List of LangaugesAgeAdult, ChildText Box - AgeDrop Down - Age BracketCalendar – Exact Date of BirthLocation / AddressCountySub-CountyWardDrop Down for Location selectionNearest LandmarkHospitalPolice StationSchool Text BoxProfessionProfession of the reporterDrop DownNationalityDefault KenyanDrop DownNational ID NumberIdentificationText Box Email IDRequired for Web-chatsText Box00Fields To be CapturedActionsCapturing FeaturesWhat is your NameIf the reporter wants to keep this discreet choose YES then all other Name details will be grayed outDrop Down if Name Discreet and Text Box to capture Name details if Name not DicreetSex Male (M)Female (F)Drop Down – To selectLanguage SpokenEnglishKiswahiliOther Drop Down – List of LangaugesAgeAdult, ChildText Box - AgeDrop Down - Age BracketCalendar – Exact Date of BirthLocation / AddressCountySub-CountyWardDrop Down for Location selectionNearest LandmarkHospitalPolice StationSchool Text BoxProfessionProfession of the reporterDrop DownNationalityDefault KenyanDrop DownNational ID NumberIdentificationText Box Email IDRequired for Web-chatsText Boxleft247650Figure 17: Case reporters detailsFigure 17: Case reporters detailsCase Reporter’s details Continued: - -63500141605Fields To be CapturedActionsCapturing FeaturesCase CategoryTraffickingAbductionPhysical AbuseRefer EscalateInformation & EnquiryFollow upDrop Down – Radio button to choose multiple optionRefer toHospitalPoliceOther AuthoritiesDrop Down – List of EscalateSupervisorCase ManagerOther SeniorDrop Down – List of Seniors to escalate toInformation & EnquiryCloseDrop Down – List of Information & Enquiry. (Other – Text Box)Follow upHistory with case id Search Button – Case id nos or other detailsAre you the ClientIf Yes, all the details of the reporter will be replicated as Client details. If No, Client details need to be captured. Yes or No – Radio ButtonYESIf Yes, all the details of the reporter will be replicated as Client details. NOIf No, Client details need to be captured.What is your relationship with the clientList of all relationsDrop down Client NameText BoxSexMale/ female / UnclearDrop BoxLanguage SpokenDrop down & Text Box for othersAgeMust be asked if Major or MinorText Box – for ageDrop Down – For age BracketCalendar – For exact DOBProfession:Text BoxDo you have the same address as the client?If Yes, all the details of the reporter address will be replicated as Client details. If No, capture Client’s address Yes or No – Radio ButtonNOIf No, Client’s address details need to be captured.Location / AddressCountySub-CountyWardDrop Down for Location selectionNearest LandmarkHospitalPolice StationSchool Text Box00Fields To be CapturedActionsCapturing FeaturesCase CategoryTraffickingAbductionPhysical AbuseRefer EscalateInformation & EnquiryFollow upDrop Down – Radio button to choose multiple optionRefer toHospitalPoliceOther AuthoritiesDrop Down – List of EscalateSupervisorCase ManagerOther SeniorDrop Down – List of Seniors to escalate toInformation & EnquiryCloseDrop Down – List of Information & Enquiry. (Other – Text Box)Follow upHistory with case id Search Button – Case id nos or other detailsAre you the ClientIf Yes, all the details of the reporter will be replicated as Client details. If No, Client details need to be captured. Yes or No – Radio ButtonYESIf Yes, all the details of the reporter will be replicated as Client details. NOIf No, Client details need to be captured.What is your relationship with the clientList of all relationsDrop down Client NameText BoxSexMale/ female / UnclearDrop BoxLanguage SpokenDrop down & Text Box for othersAgeMust be asked if Major or MinorText Box – for ageDrop Down – For age BracketCalendar – For exact DOBProfession:Text BoxDo you have the same address as the client?If Yes, all the details of the reporter address will be replicated as Client details. If No, capture Client’s address Yes or No – Radio ButtonNOIf No, Client’s address details need to be captured.Location / AddressCountySub-CountyWardDrop Down for Location selectionNearest LandmarkHospitalPolice StationSchool Text Box1504950-696595Save and Proceed00Save and ProceedOther Client Details: - left15875Figure 18: Case formFigure 18: Case formleft-507365Fields To be CapturedActionsCapturing FeaturesIs the Client Disabled Yes Or NoDrop Down - If Yes, comment box to capture the details of disabilityWhat is the client HIV/AIDS status?Positive / Negative / UnknownDrop DownWhat is the client's household type?Single HeadedSingle ParentBoth ParentGrand ParentsGuardianOthersUnknownDrop Down – For Others a text BoxHow many children are in the household?Text BoxHow many adults are in the household?Text BoxWhat is the occupation of the household head?Small Scale BusinessLarge Scale BusinessPublic ServantCasual LaborerNGO WorkersOthersDrop Down Is the client attending school?If Yes, all the details of the School will be required. If No, last level of education is requiredYes or No – Radio ButtonYESWhat is the name of the school?Text BoxWhat is the school type?Public BoardingPrivate BoardingPublic DayPrivate DayNoneDrop DownWhat class is the client?Primary, SecondaryTertiary – In details Drop DownHow is the client's school attendance?Consistent,Inconsistent UnknownDrop Down0Fields To be CapturedActionsCapturing FeaturesIs the Client Disabled Yes Or NoDrop Down - If Yes, comment box to capture the details of disabilityWhat is the client HIV/AIDS status?Positive / Negative / UnknownDrop DownWhat is the client's household type?Single HeadedSingle ParentBoth ParentGrand ParentsGuardianOthersUnknownDrop Down – For Others a text BoxHow many children are in the household?Text BoxHow many adults are in the household?Text BoxWhat is the occupation of the household head?Small Scale BusinessLarge Scale BusinessPublic ServantCasual LaborerNGO WorkersOthersDrop Down Is the client attending school?If Yes, all the details of the School will be required. If No, last level of education is requiredYes or No – Radio ButtonYESWhat is the name of the school?Text BoxWhat is the school type?Public BoardingPrivate BoardingPublic DayPrivate DayNoneDrop DownWhat class is the client?Primary, SecondaryTertiary – In details Drop DownHow is the client's school attendance?Consistent,Inconsistent UnknownDrop Downleft6350Figure 19: Client DetailsFigure 19: Client DetailsPerpetrator Details: - Logic – If in previous Category there is no Abuse, this part will not get featured. Its only when Abuse is selected that abuse will these details pop upFields To be CapturedActionsCapturing FeaturesIs the client abused?Yes / No / MaybeIf Yes or Maybe, further details are required If No, just indicates Save & Proceed. Add button – For Perpetrator details for further if the counselling leads to this stageDrop DownAdd Button If Selected YES or MaybeAbuse Category will get populatedAbuse CategoryAbductionAbandonmentPhysical AbuseSexual exploitation and abuseDefilementTraffickingetcDrop Down18859577470Figure 20: Perpetrator DetailsFigure 20: Perpetrator DetailsName?Text BoxRelationshipFatherMotherBrotherSisterUncleAuntNephewNieceTeacherNeighborUnknownDrop Down & Text BoxAge?Age or Age RangeText BoxIf Adult – Marital StatusMarriedSingleDivorcedCohabitingWidowedUnknownDrop Down & Text BoxContact details?Text BoxDoes the perpetrator share household with client?YES or NODrop BoxIs there any additional details on perpetrator?More informationText Box6858049530Figure 21: Perpetrator Details00Figure 21: Perpetrator DetailsServices Offered: - -5334006643370Figure 22: Services OfferedFigure 22: Services Offered-533400176529Fields To be CapturedActionsCapturing FeaturesSelect service offeredCounselling Appropriate ReferralsAwarenessPsychological SupportEducational SupportDirected to Telecom SupportReport to PoliceMedical SupportLegal SupportBasic Need SupportResettlementOthersDrop DownCounselling Counselling categoryAbuse & ViolencePeer RelationshipPovertyPsychological healthBehavior ProblemDiscriminationFamily RelationshipLegal IssuesGender Based ViolenceDrop Down2. Appropriate ReferralsRefer to Box - (Need the list)Action CentersShelter For victimSupport GroupSocial WorkerHospital / ClinicEtc Text Box – With Reference no to be mentioned00Fields To be CapturedActionsCapturing FeaturesSelect service offeredCounselling Appropriate ReferralsAwarenessPsychological SupportEducational SupportDirected to Telecom SupportReport to PoliceMedical SupportLegal SupportBasic Need SupportResettlementOthersDrop DownCounselling Counselling categoryAbuse & ViolencePeer RelationshipPovertyPsychological healthBehavior ProblemDiscriminationFamily RelationshipLegal IssuesGender Based ViolenceDrop Down2. Appropriate ReferralsRefer to Box - (Need the list)Action CentersShelter For victimSupport GroupSocial WorkerHospital / ClinicEtc Text Box – With Reference no to be mentioned4473575135255Add Perpetrator if required00Add Perpetrator if required-952505235575Figure 23: Case ActionFigure 23: Case Action-95250292100Fields To be CapturedActionsCapturing FeaturesActionEscalatePendingClosedDrop DownConsent BoxIf Escalated – Consent box will get populated for sharing the information to external departmentTick boxEscalateEscalate to Whom?SupervisorCall Center ManagerDrop DownSupervisor- Supervisor ListName the SupervisorDrop Down or Text BoxCall Center Manager – Supervisor ListCall Center Manager ListDrop Down or Text BoxReferralPoliceOther AuthorityDrop DownClosedSubmit and Close00Fields To be CapturedActionsCapturing FeaturesActionEscalatePendingClosedDrop DownConsent BoxIf Escalated – Consent box will get populated for sharing the information to external departmentTick boxEscalateEscalate to Whom?SupervisorCall Center ManagerDrop DownSupervisor- Supervisor ListName the SupervisorDrop Down or Text BoxCall Center Manager – Supervisor ListCall Center Manager ListDrop Down or Text BoxReferralPoliceOther AuthorityDrop DownClosedSubmit and CloseCase Action: - 219075102235Consent – This case shall be referred to external department for resolution. The details have been authorized to be shared. 0Consent – This case shall be referred to external department for resolution. The details have been authorized to be shared. 600075952500Quality Analysis (QA) Module: - All the voice calls handled by the counselor will have 100% recordings. A monitoring form needs to be tailor made and designed for the center. To analyse the cases the supervisor listens to the calls in the system and evaluates and validates if the case details are okay and then does QA based on counsellor interaction. There is a provision of a Quality monitoring sheet which will be focusing on the entire calls with respect to soft skills, counselling knowledge, updating the system, etc. The QC will have the option of following the activities on the calls:Barge into the call – without the counselor being aware of itSnoop into the call – While listening to the call, the QC person can prompt the counselor for any information without the client being able to listen. Confer – Where the Supervisor or QC person, Counselor and the client are able to have a conversation Monitoring Form: - It will have the following broadly classified headingsOpening / Greeting of the callListening skills AcknowledgmentSystem Check Resolution / Counselling providedHold ProceduresUpdating System appropriatelyClosing the callAll of the above shall have detailed parameters for which a specified score shall be assigned. Depending on the score the overall QC percentage shall be calculated. *Elaborate details of the monitoring sheet needs to be provided by the counsellorsQuality Analysis Procedure: --701675158115Sl NoCounselor NameCase IDDate of callTime of CallDuration of callStatus of CallQc’ed Call (Done/Pending)AcceptedScored call - %Evaluate Call 1Jacky987654203/08/201611:33:0000:04:54ClosedDoneYes83%-2Kimani267384910/08/201612:00:1000:10:12EscalatedPending--Click3Brian975420714/08/201614:12:5700:07:03PendingPending--Click4Susan157364219/08/201614:49:0000:11:44EscalatedPending--Click5Elizabeth625478223/08/201618:03:4000:06:20ClosedDoneYes57%-00Sl NoCounselor NameCase IDDate of callTime of CallDuration of callStatus of CallQc’ed Call (Done/Pending)AcceptedScored call - %Evaluate Call 1Jacky987654203/08/201611:33:0000:04:54ClosedDoneYes83%-2Kimani267384910/08/201612:00:1000:10:12EscalatedPending--Click3Brian975420714/08/201614:12:5700:07:03PendingPending--Click4Susan157364219/08/201614:49:0000:11:44EscalatedPending--Click5Elizabeth625478223/08/201618:03:4000:06:20ClosedDoneYes57%--342900240030Search & Filter00Search & Filter38957251492250047529751301750031337251587500017907001492250024669751587500010668001682750040005016827500-26670016827500 -704850205740Figure 24: Call Monitoring ProcedureFigure 24: Call Monitoring ProcedureSupervisor or QC person when they click on the QC tab, all the calls get displayed which have been attemptedThe QC can search for a particular call with any search criteria mentioned above in BlueThe headings can be filtered accordinglyThe details will be as displayed, Name, case id, date of call, Time of call, Duration of call, Status of call, whether the call has been Qc’ed or not, Acceptance by the counselor, scoring of the call and Evaluate callIf the QC wants to listen to the call, the hyper link CLICK should be pressedThe monitoring form will pop up with all the relevant details of the call getting auto filledSubsequently the call recordings will pop up and the QC can listen to the call and score on the monitoring sheetOnce done, the monitoring sheet will be submitted to the counsellor. The counsellor will receive notification of the QC sheet, he/she will click and view the scoring along with the comments mentioned by the QCThe counselor can Accept or Reject the monitoring sheet by mentioning his/her commentsIf Rejected, the QA form goes to the QC to have a discussion and ensure there is acceptance from both the partiesIf accepted, the table will get updated with the status and the scoresAll the monitoring sheets will be available for further reference in a PDF formatA quality dashboard will be maintained and used for analysis purposeLive calls also can be monitored and scored on a new monitoring sheet, which eventually gets updated on the systemN.B. It is noted that the same procedure as above will be applied by the Call center Manager as they QC the supervisors. Parameters used to QC the supervisors will be agreed upon with the stakeholders but could be such as number of calls listened to, number of QC forms rated etc.Escalated Cases / Referral / Follow up Cases:- An escalated case is a case escalated to the supervisor in the call center.A referral is a case forwarded to other departments / Social Workers / field worker / Police / Hospitals etc.The Supervisor or Counselors can monitor the dashboard of all the cases to ensure appropriate action is being taken for closure of cases. This will focus more on the cases which have been escalated.-3143252704465Figure 25: EscalationFigure 25: Escalation-314325342265PositionHigh PriorityMedium PriorityLow PriorityAfter TAT- EscalationTeam Leader3 hours7 hours15 hoursSupervisorSupervisor4 hours10 hours18 hoursCall Center ManagerCall Center Manager6 hours12 hours20 hoursManagerManager8 hours16 hours24 hoursDirectorPositionHigh PriorityMedium PriorityLow PriorityAfter TAT- EscalationTeam Leader3 hours7 hours15 hoursSupervisorSupervisor4 hours10 hours18 hoursCall Center ManagerCall Center Manager6 hours12 hours20 hoursManagerManager8 hours16 hours24 hoursDirectorFor E.G – TAT table for EscalatedEvery case which is assigned with Priority will be defined with TAT (Turn Around Time) which will be defined by the department heads. Depending on the type of case, if the cases is not to be acted upon or updated within the specified time, it will give an alert to the concerned manager / Supervisor. Case Escalation / Referral Procedure-508001670050-50800167005Search & Filter00Search & Filter-287959114900Sl NoCounselor NameCase IDDate of callTime of CallStatus of CallEscalated To DeptEscalated To PersonTATStatus 1Elizabeth987654203/08/201611:33:00EscalatedTeam leaderKarenHigh Priority5 hrsPending2Susan 267384910/08/201612:00:10EscalatedSupervisorAdrianHigh Priority1 dayPending3Kimani975420714/08/201614:12:57EscalatedCall Center ManagerMichaelMedium Priority2 daysPending4Brian 157364219/08/201614:49:00EscalatedManagerClaireMedium Priority6 hrsPending5Jacky625478223/08/201618:03:40EscalatedSupervisorTabithaLow Priority2 daysPending0Sl NoCounselor NameCase IDDate of callTime of CallStatus of CallEscalated To DeptEscalated To PersonTATStatus 1Elizabeth987654203/08/201611:33:00EscalatedTeam leaderKarenHigh Priority5 hrsPending2Susan 267384910/08/201612:00:10EscalatedSupervisorAdrianHigh Priority1 dayPending3Kimani975420714/08/201614:12:57EscalatedCall Center ManagerMichaelMedium Priority2 daysPending4Brian 157364219/08/201614:49:00EscalatedManagerClaireMedium Priority6 hrsPending5Jacky625478223/08/201618:03:40EscalatedSupervisorTabithaLow Priority2 daysPending-50800255905-268605177800Figure 26: Case StatusFigure 26: Case StatusWhen a Supervisor or Counselor click on the Escalated / Follow up, all cases get displayed which have been escalatedThe table will showcase the details of all the case, to whom it was escalated and whenDepending on the TAT the Status of the case will change its color. Red being that its crossed the TAT while Blue means it still has time for updatesOnce the PENDING link is clicked, the case form will open up, for which the counselor or the concerned authority can update the status or can have an extension on the closure date and time. The Supervisor can search for a particular case with any search criteria mentioned above in BlueThe headings can be filtered accordingly with the ascending order or descending order Any changes made to the case form will have an audit trail with date and time stampReporting Module: - All activities done on the case management system will result into reports which are used by the supervisors, management and others to analyze the trends be proactive and take corrective measures to mitigate situations. There shall be 2 main line of reports. Case Management ReportsCall Management Reports-666750429260Sl NosReportsCallsWalk-inSMSWeb ChatWeb PortalCase /Field WorkerOther DeptSocial MediaMobile App1Nos of cases Created2Nos of cases Closed3Nos of cases Pending4Nos of cases Escalated5Nos of casesRetrieved6Nos of cases missed TAT7Nos of cases with High Priority8Nos of cases with Medium Priority9Nos of cases with Low Priority00Sl NosReportsCallsWalk-inSMSWeb ChatWeb PortalCase /Field WorkerOther DeptSocial MediaMobile App1Nos of cases Created2Nos of cases Closed3Nos of cases Pending4Nos of cases Escalated5Nos of casesRetrieved6Nos of cases missed TAT7Nos of cases with High Priority8Nos of cases with Medium Priority9Nos of cases with Low PriorityCase Management Reports will consists of all the information have been captured through the case form utilized. A broadly classified reports as follows: - *All of the above will have filter and search option to get the exact data with the proper date range. -717550275590Figure 27: Case report0Figure 27: Case reportCall Management Reports will consist of all the information captured through the calls. A broadly classified reports as follows: - -2095505282565Figure 28: Call Management ReportFigure 28: Call Management Report-209550243840Sl NosReportsCallsWalk-inSMSWeb ChatWeb PortalCase /Field WorkerOther DeptSocial MediaMobile App1Total Inbound calls2Answered calls3Missed calls4Voice mails5Abandon Calls7Total Prank Calls8Total Blank CallsSl NosReportsCallsWalk-inSMSWeb ChatWeb PortalCase /Field WorkerOther DeptSocial MediaMobile App1Total Inbound calls2Answered calls3Missed calls4Voice mails5Abandon Calls7Total Prank Calls8Total Blank Calls-371475-1905009Total Foreign languageCalls10Caller Hung up11Average Talk time12Average Wait time13Average Walk-in time14Login duration15Average Walk-in time16Average E-Mail Handling time17Average Chat Time18Average SMS Handling time009Total Foreign languageCalls10Caller Hung up11Average Talk time12Average Wait time13Average Walk-in time14Login duration15Average Walk-in time16Average E-Mail Handling time17Average Chat Time18Average SMS Handling time-295275250190Figure 29: Communication management reportFigure 29: Communication management report*All of the above will have filter and search option to get the exact data with the proper date range. Reporting CapabilitiesThere are two types of reports available to the end user. Pivot ReportsComprehensive ReportsPivot Reports Wide selection of reports can be extracted .The X-Axis drop down list is matched with the Y-Axis drop down list and date range is also selected, then one clicks the Generate Report tab. This gives a permeation & combination of the type of reports required and the different data required. Figure 30: Pivot ReportComprehensive ReportsThese are the main types of reports that have the category reports when you click on them. These include:Call ReportsCase ReportsCounsellor ReportsService ReportsPerformance ReportsThe comprehensive reports can be generated in PDF format while the Pivot reports can be generated in both excel and PDF formats. To print comprehensive reports click Export Data tab and click on the PDF icon.Reports Automation: - Reports will be automated to be sent by end of a certain period to the important stake holdersReports will be sent on a periodic bases like, daily, weekly, fortnightly, monthly and quarterlyReports needs to be extracted and utilized for analysis purposes. Where needed with graphical representation.Reports shall be available on the Web which can be available to only authorized personnel which also can be downloaded in the respective formats*The formats for the reports needs to be provided by the different stakeholders. Dashboards: - Wall Display Visual Dashboard: Summary dashboard to provide rich-graphics representation of real-time status of the Call Center that includes Call and Cases Statistics captured on big screenReal Time reports of calls coming in and the cases that have been handled shall be displayed as a Wall Board on the screenDashboard for Public: This dashboard will provide aggregate data to a publicly-available web interface that can be viewed and consumed by Online communities. Access right shall be provided a read only and download of the reports to anyone outside the vicinity. ActivitiesAssignedLogged inAvailableBusyBreak / TrainingOfflineNamesCalls Inbound1084312Calls Outbound541211Walk in330300Online Chat321101Online form on the website331110SMS111000Social media messenger210101ActivitiesAssignedLogged inAvailableBusyBreak / TrainingOfflineNamesCalls Inbound1084312Calls Outbound541211Walk in330300Online Chat321101Online form on the website331110SMS111000Social media messenger210101Figure 31: Activity DashboardResources Presence Status: This feature will show the supervisor the status of all counsellors and their current status.Presence StatusThis indicates the number of counsellors assigned to the respective queuesNos of counsellors Logged into the queueNos of counsellors availableNos of counselors busy on activitiesNos of counselors on BreakNos of counselors OfflineNames of all the counselors for the assigned queueWhen the supervisor clicks on each queue, it will pop up the names along with the duration they have been on that status. The Supervisor / Admin has the option to assign any new counsellor to the queue, reassign them to another queue or remove them from the assigned queue. (Create, Edit, Remove Users, Accounts, Admin configurations, etc.)Counselor Login Page: - Once the Counselor logs into their system, the login status and dashboard along with Cases and calls/other activities will be displayed for that day.right5016504829175220980Peter00Peter3638550230505Login00Login4572000330204905375235585ReportsReports380047520955Busy00Busy5715011430Available00Available183832520955Idle00Idle-25400205105No of calls AnsweredNo of calls MissedNo of Outbound callsIncomplete calls00No of calls AnsweredNo of calls MissedNo of Outbound callsIncomplete calls3829050175261Avg Talk TimeAvg E-Mail Handling timeAvg Walk in timeAvg Chat TimeAvg Time on Social Media00Avg Talk TimeAvg E-Mail Handling timeAvg Walk in timeAvg Chat TimeAvg Time on Social Media1837055241300Login HoursLogin Hours1846580207645Dash Board for the day00Dash Board for the day221932590805QCQC-581025346710Figure 32: Counselor Login StatusFigure 32: Counselor Login StatusOnce the counselor logs into the page, he/ she will be able to see the stats for the dayIt will indicate to which queue they have been logged inIt will gives a timer as to how long they have been available to take calls, idle time and busy timeDepending on the queue assigned, it will give the stats in Average time for handling the casesIt will showcase the call statistics showing how many calls have been Answered, missed calls and incomplete callsIt will indicate the login hours for each counsellor for the dayClicking on each link will provide the details QC scoring for the day, when clicked it will provide all the QA detailsClicking the Reports tab, will take him to all the reports against his/her login credentials Councilor Cases-571500203835ActivitiesTotal Nos of casesTotal cases closedTotal cases PendingTotal cases EscalatedVoice MailFollow upsCalls1063120Walk-in411101SMS530200Chats220000Web Portal Login110000Social Media2110000ActivitiesTotal Nos of casesTotal cases closedTotal cases PendingTotal cases EscalatedVoice MailFollow upsCalls1063120Walk-in411101SMS530200Chats220000Web Portal Login110000Social Media211000-581025139700Figure 33: Counselor Case DashboardFigure 33: Counselor Case DashboardThis will indicate all the status of cases against each communication channel for that particular counsellor. Counselor can click on any particular tab and all the relevant case details will get displayed.Administrator Dashboard: - The Administrator is the overall system user. He or she will have access to the entire system and control rights. Once logged in, the Administrator will be able to view the following content as per the day:3556001814195Delete UserDelete User3175001049020Edit User RightsEdit User Rights298450433070Create User Create User Instant Access to other DashboardsView Case StatisticsAssign User RolesManage Escalations / RefreealsAssign User RightsView Agents StatusaInstant Access to other DashboardsView Case StatisticsAssign User RolesManage Escalations / RefreealsAssign User RightsView Agents StatusaFigure 34: Administrator DashboardIn addition to the above mentioned features, the Administrator will be able to manage other system features like SIP management, reports and system users. Supervisor Dashboard: - Once the Supervisor logs into his/her account. Will be able to view the following dashboard logged in for the day1619252922270Figure 35: Supervisor DashboardFigure 35: Supervisor Dashboard161925198120771525266700Calls Calls 377190012065CasesCases752475112394QC0QC3752850112394Counsellor Status (Idle, Busy, Available)0Counsellor Status (Idle, Busy, Available)809625109855My QueueMy Queue3838575127000DashboardDashboardClicked on the Calls tabs it will display all the consolidated calls for all the counselorsClicking on Cases will display all the cases created by all the counsellors with various mode of communicationClicking on QC, will display the option to monitor the calls, QC for the site and QC dashboardField workers – it will display all the stats where the case workers/ Field workers have raised a case, updates on escalated cases and the status for other departmentsMy Queue – will display any cases assigned to the supervisor, any cases he/she is handling etc.The supervisor will have control on retrieving cases from any assigned person and assigning to a different person for closuresSupervisor will have access for all the reports and can extract the reports as per the requirements along with date frequency*All of the above will have consolidated stats from the counselor dashboard Integration: - Different countries will have different integration requirements. For example Kenya through the DCS requires that the integration be done to the CPIMS. This will mean that the Child helpline system will need to greatly align its Case categories to those used by the CPIMS. Same case will apply to the locations where CPIMS uses locations as per the IEBC. Tanzania has an almost similar requirement in that they require that the Child Helpline System be integrated to the DCIMS which is developed by the UDSM. Uganda’s integration requirement is not fully determined, however they have indicated that the government currently is carrying out an initiative to centralize government systems hence in the future this may be defined into a concrete requirement.We have noted that at present the Child Helpline Systems and the government systems are disconnected and therefore holistic top-level reporting becomes a tedious exercise for the respective Ministries or government departments.The following is an indicative workflow and the steps to achieve an integrated case flow between the Child Helpline 116 and the government case management system whether it is DCIMS or CPIMS.Proposed CPIMS / DCIMS and 116 data flow: -03867150Figure SEQ Figure \* ARABIC 11 Current Child Line 116 and CPIMS flowFigure SEQ Figure \* ARABIC 11 Current Child Line 116 and CPIMS flowleft209550Social Welfare Desk – Walk-inCPIMS / DCIMS Case MonitoringChild Helpline DatabaseSocial Media OutletsWeb ChatsSMSCalls Reporting events registerSocial Welfare Desk – Walk-inCPIMS / DCIMS Case MonitoringChild Helpline DatabaseSocial Media OutletsWeb ChatsSMSCalls Reporting events registerThe main details of the flow are as follows:Cases are currently sent from helpline 116 to the social welfare officers through Calls, SMS and EmailsNo standardized methodology of follow-up on cases from the county, sub county and district welfare officesThere are no standard case categories between Child help line 116 and government children departments. No standardized reportingDifficult to establish the incidences of children receiving support from both helpline 116 and social workers.Difficult to track children who contacted 116 through individual institutional treatments plans and interventionsThe proposed integration will seek to:Provide an interface to 116 on case management milestones including interventions and case closureProvide functionality where helpline can push/pull cases between Child Helpline systems and government case management systems.Each case shall have a unique case serial number used for tracking the status of that case.FRD Signoff: - Functional Requirement Description SignoffChild HelplineProject Name: New Child Helpline SystemProject Consultant: Bitz IT Consulting LtdStart Date: December, 2017Completion Date: February, 2018Project Duration: 3 MonthsSponsor: UNICEFProject Goal: Enhancing and upgrading the Child abuse case management system. Integration features like walk-in, E-mails, Chat, SMS and social media to the system. A sustainable system which will be robust, sustainable and tailor made system which acts like plug-in play with few customizations.Project Deliverables:Review the existing systems and gathering inputs from all the relevant stakeholders for child help linesPull out common features from the 3 specific FRD’sPrepare detailed Functional Requirements Gathering with module by module working methodology Planning for a future system with all the functionality along with different modes of communications. Collect all relevant feedback from the stakeholders and create a high level blue print of the systemPrepare functional requirement document (FRD) using system experienced System Architect, from the blue print.Document the FRD in detailed technical document for developers to use during development phasePresent the final findings with the FRD to all the stake holders for final approval which will determine the scope of the second phase.Client Name: UNICEF ESAROConsultants: Bitz IT Consulting LTDAddress: Gigiri, Nairobi - KenyaContact: Sean Blaschke Email: sblaschke@Address: Nairobi, KenyaContact: James NgangaEmail: james.nganga@bitz-?By signing this document, I acknowledge that I have received stated deliverables to the agreed quality levels.UNICEF ESARO : Contact: Email: Signature: Date: Bitz IT Consulting LtdContact: James NgangaEmail: james.nganga@bitz-Signature: Date: 05/04/2018Remarks:APPENDICESAppendix 1:Securing Application Services on Public Networks Information involved in application services passing over public networks will be protected from fraudulent activity, contract dispute and unauthorized disclosure and modification. This would include: The level of confidence each party requires in each other’s claimed identity, e.g. through authentication. Authorization processes associated with who may approve contents of, issue or sign key transactional documents. Ensuring that communicating partners are fully informed of their authorizations for provision or use of the service. Determining and meeting requirements for confidentiality, integrity, proof of dispatch and receipt of key documents and the non-repudiation of contracts, e.g. associated with tendering and contract processes. The level of trust required in the integrity of key documents. The protection requirements of any confidential information. The confidentiality and integrity of any order transactions, payment information, and delivery address details and confirmation of receipts. The degree of verification appropriate to verify payment information supplied by a customer. Selecting the most appropriate settlement form of payment to guard against fraud. The level of protection required to maintain the confidentiality and integrity of order information. Avoidance of loss or duplication of transaction information. Liability associated with any fraudulent transactions. Insurance requirements.Control of Operational Software - Acquisition and Development The acquisition and development of operational software will follow these guidelines: Software will be tested before usage. An audit log of all updates will be documented and tracked on Github. Vendor or partner-supplied software will be maintained at the level supported by the supplier. Physical or logical access may be given to suppliers exclusively for support purposes, with tight controls implemented and enforced, and with management approval. Supplier’s activities will be monitored and logged. Development environment will follow production system patch management practices, requiring a maintenance window, during which all applicable patches may be applied, after testing. The maintenance procedure may be made more frequent, for instance, for a critical security gap or a threat already taking place. Critical patches will be installed as soon as possible. If the patch is critical, and active threats have not yet been witnessed, patch installation can be postponed until the following scheduled maintenance window depending on the business risk. With the exception of critical vulnerabilities to a threat already in circulation, no patch installation will be completed without testing. In the event of critical vulnerabilities with a threat in circulation, the installation will be completed at once, but a testing procedure will still be completed afterward. Applications will be developed in a manner that they can be configured to perform with the minimum system authority necessary. Before a new system goes into production, it will undergo a system approval progression that will include QA review. When applicable (Class I and non-qualified systems) specific security tests such as credentialed and non-credentialed assessments and confirmation and validation of final product security controls against “original” requirements. Control of Operational Software - Use of Development Tools Development and system maintenance will only implement administrative tools, compilers, version management software, and so on, from trusted sources (e.g., vendors with which UNICEF has a current relationship). Use of development tools is authorized on systems designated for development / testing only and may not be used on a production system. Tools or utilities attained from untrusted sources will first be validated and proven to be fit and secure before being used for development or production purposes. During this validation phase, systems will be carefully monitored to make sure that no unexpected activity is occurring.Developmental Testing Information Leakage / Security Vulnerabilities: Information Systems will be tested periodically to identify any potential for accidental or covert information leakage or security vulnerabilities. The following shall be considered to limit the risk of information leakage, e.g. through the use and exploitation of covert channels: Scanning of outbound media and communications for confidential or hidden information. Masking and modulating system and communications behavior to reduce the likelihood of a third party being able to deduce information from such behavior. Making use of systems and software that considered to be of high integrity. Regular monitoring of personnel and system activities, where permitted under existing legislation or regulation and monitoring resource usage in computer systems.Protection of System Test Data Test data will not contain any sensitive or classified information, to prevent disclosure to unauthorized developers and testers. Any production data to be used for testing purposes will be anonymized (sanitized), and it will not be possible to recreate the production data from the anonymized data. The anonymized data cannot contain any information like keys or pointers that could be used to access the original data. All test data, even though it is scrubbed clean of low-level data, collectively will not reveal any high-level information or hints about high-level information. Even though sanitized test data is not supposed to give an intruder any hints about the production data, it will still be safeguarded and handled. ICTD/STANDARD/2018/007 P a g e 6 of 9 The test data used for each test will be tracked in the repository and be referenced in the issue tracking system.Change Management Any changes to … systems or software will be agreed upon between … key stakeholders / … owner of the concerned system and, if applicable, any third parties involved. Before changes can be made, the following steps will be followed: The ICT operations, or organizational unit with intent to implement any change, will describe the change and the anticipated scenario, supported by the applicable documentation. The implications for security (in terms of confidentiality, integrity, and availability) will be evaluated using a preliminary impact analysis. The change will be tested before being applied. After changes are made, a technical review will be conducted to determine if new risks have been introduced by the change or existing risks factors have been altered. In emergency situations, this procedure can be overridden and documentation provided retrospectively.System Review and Acceptance All proposals for new systems will include a security plan that describes how the system satisfies the security requirements provided in this document and any other applicable security standard definitions.Electronic Messaging Information involved in electronic messaging will be appropriately protected. Security considerations for electronic messaging shall include the following: Protecting messages from unauthorized access, modification or denial of service. Ensuring correct addressing and transportation of the message. General reliability and availability of the service. Legal considerations, for example requirements for electronic signatures. Obtaining approval prior to using external public services such as instant messaging or file sharing. Stronger levels of authentication controlling access from publicly accessible networks. ................
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