ICT Development for Childline Kenya Enhancing effectiveness of the National Child Helpline 116 to deliver quality services to Kenyan children

ICT Development for Childline Kenya Enhancing effectiveness of the National Child Helpline 116 to deliver quality services to Kenyan children

Client Profile Childline Kenya is a National Non-Governmental Organization working to promote a culture of child rights and child protection in Kenya. It achieves this through several activities. The main objective of Childline Kenya is to strengthen the National Child Helpline 116 programme in order to facilitate effective child protection services. Major Activities National Child Helpline 116 (24 hours) Public education programs on child rights & child protection Involvement in research, advocacy and documentation National Child Helpline 116 is the core program of Childline Kenya to help children who face abuse and are in need of care & protection. Helpline 116 is a joint programme between Childline Kenya and Government of Kenya through the Department of Children Services in the Ministry of Gender, Children and Social Development: Every child has the right to lead a life, free from discrimination, inequality and exploitation. This is the key to our nation building. Initially launched in November 2006 as a 24 X 7 helpline for children & young people who are in difficult situations and help them to grow in a safe and non-threating environment by raising their voice against child abuse in Kenya In May 2008, launched 24 hours national & emergency helpline to provide services such as trauma counseling, medical & legal services to children Childline Kenya has successfully demonstrated great potential for enhanced child protection programs in the country and beyond with the help of its 24 hours Child Helpline number. Child Helpline number 116 is currently used by Kenya, Mozambique, Zimbabwe, Namibia, and Guinea Conakry. 2

Business Situation This initiative was a major achievement for both Childline Kenya and Department of Children Services, Government of Kenya. From 2006 till 2010 Childline Kenya intervened in more than 7600 cases successfully. Though the Helpline was successful in handling child protection issues, they were facing the following challenges: Low network connectivity Minimal report generation Lack of adequate computers Desktop phones Hence, the efforts put in by Childline were slowed down and as a result most of the calls were dropped without being answered. As the helpline programme started gaining the trust and belief of all the children in Kenya who were in need of help, the demand for the 24 hours helpline services increased rapidly. This led to the congestion of the helpline which was the main reason for call abandonment of around 22,600 calls per month. Before the ICT upgrade, Childline Kenya call center used to receive close to 40,000 calls per month out of which only 5,000 calls were handled with approximately 77% being dropped. Childline Kenya realized the need for upgrading their existing call center infrastructure in order to reduce the rate of call abandonment and increase the rate of calls answered. Childline selected Techno Brain BPO / ITES to resolve this issue and provide them with an upgraded infrastructure solution. We are extremely happy and proud the way in which Techno Brain BPO / ITES team has assisted us in completely changing the face of Childline support by doing a business process re-engineering on the way in which we work. Thanks for the funding from all our donors & specially the operational effectiveness which Techno Brain brings in to the table. Their knowledge, experience & skill set helps them to train our staff at all levels to make us a self-sustainable team. We are highly engaged with them to take our existing centre to the next levels. Thanks CEO Childline Kenya 3

Solution Since its inception, Techno Brain realized the need for contributing towards social causes. Over the years, Techno Brain has undertaken lot of initiatives like organizing blood donation camps, fund raising events and donating funds to NGOs. In extension to this Corporate Social Responsibility (CSR) programmes, Techno Brain BPO / ITES recognized the need for upgrading Chidline Kenya's Helpline Call Center infrastructure. This CSR initiative was started in August 2010 with the support of Rockefeller Foundation. Techno Brain BPO / ITES designed an upgraded infrastructure solution which has helped Childline Kenya s Helpline 116 programme to attend and resolve maximum number of child abuse cases in Kenya. With the support from Rockefeller Foundation, Techno Brain BPO / ITES assisted Childline in a Build, Operate & Transfer (BOT) Model to upgrade Childline Kenya s Helpline call center infrastructure. BOT in that, the building of an operation is customized. Childline BOT Model Staff Management Executive Build Create the call centre Build by infrastructure, tech capacity & CRM Bring in tech expertise to stabilize Time Operate Transfer Design the process flow Do required operational re-engineering Analyze data & report improvement opportunities Best practice sharing & effective implementation Train the Childline staff Mentor & stabilize operations Transfer knowledge sharing making Childline self-sufficient The infrastructure is set up, the processes are followed, corporate philosophy inculcated, and resources trained and customized as per the customer s need. This allows for smooth integration at the time of transfer of the unit to the parent company. A team of 8 resources are deployed to monitor and assist the upgraded call center to International standards. After the ICT upgrade at Childline Kenya call center, the performance of the helpline center has been increased to a considerable level, where all the calls are being handled and the call abandon rate has been decreased to less than 1%. This center now has all advanced facilities including high network connectivity, a robust customer relations management database and upgraded hardware. 4

Techno Brain BPO / ITES provided the client with built in VOIP phones with 100% call recordings, 24 hours X 365 days support from technical personnel and high-end CRM with step-by-step process flow details. Specific Intranet portal with details of technical documentation, process & operational documentation, soft skill documentation, staff & partnership details, technical trouble - shooting documentation, report templates for all donors and Childline policies. The below table shows the results after the ICT upgrade: Description Before the ICT Upgrade After the ICT Upgrade Calls Received per month Approx 40,000 Approx 20,000 Current Calls handled - Less than 5000 Less than 5,000 Calls All Calls Resolved Cases - Less than 2 % of calls received Not Attended/Abandoned - 77% of the calls Less than 2% Close to 80% Approx 77% Less than 2% Network Connectivity Extremely Low Excellent (Fiber Connected) Data Management Not Formalized Formalized with Knowledge Base CRM Self-built one sheeter Robust case based Report Generation Computers Manual Format Very minimal Less than 5 (including admin) Free flow report Automated with file extraction possibility 20 plus call centre systems with expandable capacity Phones Handsets SIP enabled VOIP Phones Servers 1 Personal Computer 1 HP high - end server Intranet Not Available Robust portal with knowledge base docs, quality manuals & other content QA Monitoring NIL Separate Intranet Portal 5

New Process Benefits Childline Kenya Call Center Statistics, 2010-2011 Tech Benefits 24 x 7 support facility Better infrastructure & technology Usage of Soft phones Database & Records Management and Archiving Case assigning to relevant stakeholders Built-in VOIP phones with 100% call recordings Training to Childline tech resources for 6 months 1 dedicated Technical Manager for a year with 2 Technical Executives Operational Benefits Call center practices inculcated to the supervisors of Childline New training patterns inducted for Counselors to handle calls effectively Effective data analysis done & process workflow change for faster resolutions 2 trained team leads, 1 manager & 1 trainer deputed to initiate new operations 1 year effective step-by-step planning to create high effectiveness of the program Technical Manager 6

New Process Benefits Knowledge Base Benefits Specific Intranet portal created for Childline policies Staff & partnership details Report templates for all donors Process & Operational documentation Technical, soft-skill & trouble - shooting documentation CRM Benefits Self-help modules Robust report tracking system Daily attendance tracking system for staffs Separate inbox for Open / Pending case types to be followed by the supervisors QA automated with call recording play & review functionalities CRM allows for instantaneous number of partner oriented reports to gauge changes in call patterns About Techno Brain Techno Brain, established in 1997, is an Intellectual Property driven Technology Services Company, committed to deliver innovative IT solutions, BPO/ITES services and IT Training worldwide. With unsurpassed technical expertise built over a decade, & having development centers in Africa, USA & Asia, Techno Brain, a Microsoft Gold Certified Partner and an ISO 9001:2008 Certified Company, offers high quality, cost effective, off-the-shelf solutions and products to Governments, Public Sectors, NGOs, and other large Private Organizations across the globe. Techno Brain BPO / ITES a fully owned subsidiary of Techno Brain, is an IT-enabled & Business Process Outsourcing services provider. Techno Brain BPO / ITES offers Customer Care, Finance & Accounting, Human Resources, Knowledge Services, Order Management and Web Services to many of the local and International companies in a wide range of industries including retail, insurance, mortgage, banking and financial services, healthcare, telecommunications, technology, travel and hospitality. Techno Brain BPO/ITES supports clients' globally and locally in the fields of Finance & Accounts, Customer & Technical, Digitization, Market Research & Survey (KPO) and Data Transcription Services. 7

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