Consultant

The roles and responsibilities of the selected consultant would as follows:

1. Strategy

• Understand current grievance management process, systems and identify challenges

• Perform benchmarking of different states vis-à-vis Meghalaya on CM Helpline

• Derive a future state process flow, architecture and operational mechanism for CM connect

• Finalize operating model for CM Connect – which includes procurement models, department resolution model and grassroot level implementation model

2. Preparation of SOPs and Documentations

• Review and draft SOPs and Process documents for implementation of CM Connect and the contact center

• Draft regulatory changes required in departments to implement CM connect

• Draft SOPs for grassroot level implementation authorities

• Draft guidelines and orders for departments

• Draft and support changes in Government Orders to departments, DCs, etc.

3. Analytics Support

• Ideate analytics reporting requirement for CM Connect

• Support in designing dashboard by providing functional requirements

• Prepare reports for CM and Senior Stakeholder review meetings

• Prepare predictive analytics reports from existing data

• Support department in data mining to identify key scheme delivery gaps

4. Gathering and preparing Functional Requirements

• Draft functional requirements for Call Centre IT System, Mobile App and Web platform

• Draft functional requirements for e proposal system

• Support compliance testing on integrated system

5. Coordination with the Govt. Officials and associated agencies

• Support in coordination of technology platform vendors such as WhatsApp, SMS provider, email gateway service provider and others as necessary in the project

• Coordination between stakeholders of multiple departments and directorates during implementation

• Grassroot level volunteers’ coordination related CM Connect program

6. Capacity Building

• System training for all government officers on CM Connect resolution module

• Demonstration workshops to senior government officials

• Training and capacity building for selected department officials/nodal officers

• Create training modules, videos for grassroot level volunteers

7. Promotion and Awareness

• Draft key storylines, success stories for publication in selected mediums

• Support department in display advertisements, hoardings & billboards

• Support department in social media promotion activities

 EM021998