Objective and target group- To strengthen the communication system of WCD at each level, improve the monitoring of programs, setup a feedback mechanism to be taken from the field functionaries and beneficiaries about ICDS service delivery and subsequently take corrective measure at each level. Qualitative improvement in the entire gamut of services being provided by ICDS is the ultimate objective.
Implementation department & partners- State Management Center has been established at the Office of the Commissioner of Women & Child Development in partnership with GVK EMRI. Physical infrastructure has been setup by WCD, and Call Center Executives/ Desk Operators have been deputed by GVK EMRI.
Duration of the project – Initially established for a year, it shall be extended after the annual review of its achievements.
Project implementation site- Office of Commissioner, Women & Child Development, Gandhinagar.
About of the project (in Brief)- In order to achieve the desired outcome of Poshan Abhiyaan through Information Communication Technology and Real Time Monitoring (ICT RTM), smartphones with sim card have been provided to all 53,029 Anganwadi workers (AWWs) and 2242 Lady Supervisors in the State under the ambit of POSHAN Abhiyaan. AWWs capture service delivery data using smartphones and indicators pertaining to Anganwadi services is monitored through ICDS CAS (Common Application Software) Dashboard. To ensure smooth implementation of ICDS CAS four-phase trainings were imparted to all AWWs and Supervisors in the State. About 100% AWWs are on board at ICDS CAS Dashboard and using Smartphone for service delivery.
Inauguration of State Management Center (SMC): State Management Centers team members are ensuring continuous follow up with AWWs and Lady supervisors for improved service delivery using ICDS CAS Dashboard data. Its unveiling was done on 7th October 2019 by Hon. Chief Minister Shri Vijay Rupani at Commissioner’s Office, Gandhinagar. The dignitaries viewed the functioning of the dashboard. Hon. Chief Minister also talked with a few of the AWWs, Supervisors and District Program Officers about the use of smartphone and services being rendered under Poshan Abhiyaan.
State Management Center (SMC) team: Sixteen (16) desk operators, one Project Manager and One Quality Manager have been engaged for smooth operationalization of SMC. Each Desk Operator has been allotted two districts. There is a questionnaire designed specifically for each of the schemes being monitored through SMC. The operators talk to field functionaries (Anganwadi workers, Lady Supervisors, CDPOs, POs and Women and Child Development Officers) as well as beneficiaries. They point out the priority areas and share the areas where the field functionaries might be lagging so that they can improve. Likewise, the beneficiary feedback is shared on a regular basis with the various branch heads of the Office, so that they can take measures to remove the bottlenecks, simplify and streamline the delivery. On an average one desk operator makes 60 calls daily and monthly average has been around 19000 calls.
Functioning of SMC: SMC is functional from 9.30 AM to 06.00 PM on working days and team is led by two Team Leaders. A nodal officer has been appointed to work as Single Person of Contact (SPOC) for smooth implementation of SMC. Day wise task and week wise theme has been setup for monitoring and follow-up according to the branch head & task. An online questionnaire has been prepared on which the responses of the functionaries/ beneficiaries is being captured and progress monitored through the Dashboard.
Prime activities entrusted to SMC: Activities which have been enlisted for regular monitoring through State Management Center (SMC) using ICDS CAS dashboard are highlighted below-
Daily attendance of AWC opening
Growth monitoring of children
Home visit by Anganwadi worker and Supervisors
Delivery of Take-Home Ration (THR)
Monitoring and follow up calls to Program officers and CDPOs.
Dissemination of key messages to district and project officials as per requirement
Other schemes that shall be monitored through this platform in a phased manner are:
Doodh Sanjivani Management System
Pradhan Mantri Matrutava Vandana Yojana
Scheme for Adolescent Girls
PURNA Scheme
Aadhaar seeding and Aadaar Enrolment
Widow Pension Scheme
One Stop Center
Mahila Shakti Kendra
Beti Bachao Beti Padhao
Vhali Dikari Yojana
District Ranking & Flying Squads
Other assignments entrusted to the State Management Center (SMC):
Apart from ICDS CAS dashboard indicators, team is following up of Community Based Events (CBEs) as well. Calls are made systematically in all districts to field functionaries and Supervisors. In case, if the event has not been conducted then information is provided to District Program officer for necessary action.
Beneficiary feedback on the delivery of THR, its quality as well as the regularity of Hot Cooked Meal and its quality is also sought by the operators.
Likewise, as a follow-up of the trainings, the participants’ feedback is sought on the utility, duration and quality of training and they are also assessed on their knowledge.
This setup has served as a powerful tool for communication during the COVID-19 crisis. Regular phone calls to the frontline workers have ensured timely delivery of THR even during lockdown. Furthermore, the frontline workers have been reminded of the personal hygiene and social distancing measures that they need to strictly follow while visiting the beneficiary homes for delivery of THR. More than 13000 calls have been made in April 2020 during lockdown period to anganwadi Workers for THR followup, distribution, safety during home visits, support to beneficiaries in difficult situation and counselling. 10 different types of SMSs were sent from the system to all frontline workers (55000 persons including AWWs & Supervisors) during COVID-19. In addition, these operators have been regularly gathering feedback from the One Stop Sakhi Centres and the other shelter homes run by WCD thus enabling the Department to take timely action where required.
