The document discusses two citizen contact initiatives in Punjab, Pakistan: the Citizen Contact Centre and Punjab Blood Line. The Citizen Contact Centre is a shared facility that allows government departments to communicate with citizens via SMS, calls and other means to disseminate information, conduct surveys, and address complaints. Punjab Blood Line aims to address blood shortages by registering blood donors and facilitating matching of donors to donation requests through a call center and online platform. It has registered over 18,000 donors so far and mobilized donors to fulfill over 75 blood donation requests.

1. CITIZEN CONTACT CENTRE
Punjab Information Technology Board

2. • SMS messages
• Robot Calls: Pre recorded voice messages
• Live Agent Calls
– Help Line
– Interactive Voice Response (IVR)
Shared facility for Government Departments
CITIZEN CONTACT CENTRE

3. CITIZEN CONTACT CENTRE
• Technology is the pivotal enabler for any efficient
management
• Coordination between all stakeholders possible via one
single platform
• CCC platform can be used for
– receiving, responding and resolving complaints
– conducting surveys with citizens at large
– provide counseling via helpline
– massive awareness campaigns via SMS, robot calls

4. PUNJAB HEALTH LINE
Punjab Information Technology Board

5. The Challenge
Last year, Punjab was hit by the worst ever epidemic of dengue
– affecting over 300,000 people
0
500
1000
1500
2000
2500
3000
3500
4000
Suspected
Confirmed

6. The Evolution..
Patient
Counseling
Complaints
Dashboards

7. Punjab Government’s Anti-Dengue Initiatives
Establishing Punjab Health Line
a. Patient counseling
b. Preventive measures to citizens
c. Advise on treatment protocol to health practitioners
d. Logging of Fumigation Service requests
e. Solid Waste Disposal requests
f. WASA/ Sanitation related requests
g. Complaints logging
1. Over charging of labs
2. School management related
3. Private hospitals, Govt. hospitals, etc.
4. Any other
(0800 99000 Toll Free 24/7)

8. Establishment of e-CRS Dashboard
for integration of multiple services by Govt. department

9. Dengue Patient Information Relaying System (DPIRS)
- Dengue Patient reporting and recording at Hospitals ( placement of DEOs)

10. Vector Surveillance System
To manage record of indoor and outdoor vector surveys as part of the
larvaciding activities

11. Dr. Najam has
reported 15 Dengue
Fever patients and 01
Dengue Hemorrhagic
Fever patient
D15 H1
4 5 6
7 8 9
# 0 *
1 2 3

12. Surveillance
Larvae Sites
Hospital
Dengue Patients
Data Entry Dashboards
CM, ACS, Special Branch,
Commissioner, DG
Health, DCO/ CDGL
WASA
LWMC
TMOs
Schools
Health Line
Medical Advice
Complaints
Dengue Information Management System (DIMS)

13. Punjab Health Line
• Over 5,000 calls a day with 80% of them being
complaints
• 10 departments, 14 complaint types
• Multiple sources of information
• Immediate resolution demanded by the Chief
Minister
• Real time reporting

14. 4843
0
1000
2000
3000
4000
5000
6000
CallsperDay
Calls Received
Total: 117,000

15. 0
200
400
600
800
1000
1200
1400
Patient Calls and No. of Complaints
No. of Complaints
Patient Calls

16. 0
500
1000
1500
2000
2500
3000
3500
4000
4500
Complaints at Punjab Health Line
IRS (Healthline)
Fog Spray
WASA
LWMC
IRS (Hospital)

17. eCRS Dashboard – Complaints by Town (Lahore) Report

18. Dengue Activity Tracking System
http://activitytracking.punjab.gov.pk

19. Dengue Outbreak Detection using SatScan
http://activitytracking.punjab.gov.pk

20. Dengue Disease Reporting on Map
http://www.dss.punjab.gov.pk

21. Awareness Campaign
Chief Minister’s initial awareness Message to Public
SMS: 36,829
Voice: 49,975
Dengue messages broadcasted (Dr. Faisal Masud to Doctors + Govt.
Officials and Political Leadership)
 SMS: 1,638
 Voice Messages to Doctors: 2161
 Voice Messages to Doctors & Citizens: 17,341
Health Department Punjab awareness Message to Public
in May 2012
SMS: 94,575

22. PUNJAB BLOOD LINE
DONATE BLOOD-SAVE LIFE

23. The Challenge
• There are more than 300,000 blood donations per
year in Lahore alone. Blood is needed during
emergency, routine surgeries, accidents, thalassemia
patients, epidemics etc. There wasn’t any steady
systemic/organized way to meet this demand.
• Lack of supply of blood can prove fatal in such cases.
Families of patients, already traumatized, have to
face this additional stress of arranging the blood.
• The main challenge is to connect the right donor
with needful patient at the right time.

24. Punjab Government’s Response
• Punjab Blood Line was launched in October
2011, with organizing blood drives, awareness
campaigns, registration camp etc.
• Establishment of a blood inventory system and
creation of a blood donor database with
geographical tagging and cell phone ID pivoted
over Call Centre services.

25. PUNJAB BLOOD LINE
OBJECTIVE
• The main objective of Punjab Blood Line is to
mobilize and organize willing donors in order to
cope with blood shortages in case of epidemics,
disasters, terrorist attacks, accidents etc. For this
purpose, Punjab Blood Line registered donors to
create a database which is used to mobilize
donors when blood is required.

26. BLOODLINE - ANOTHER LEAP FORWARD
Citizens call
HEALTHLINE
(0800-99000), make
appropriate selection
from IVR, to register as
donors
A LIFE SAVED
pool of satisfied citizens
BLOODLINE – SETTING UP DONORS COMMUNITY FROM THE PLATFORM OF GOVT OF PUNJAB
Bloodline
brings donors
and blood banks together
Share availability status of
blood bags in registered
blood banks etc.
Government of Punjab
regulates the activity.
Ensures that registered
blood banks (public
sector) update stock levels
via online interface

27. Punjab Blood Line would perform the following
functions:
 Donor Registration
 Donor Search & Mobilization
 Match making for requisitions made by Blood Banks
 Maintain comprehensive record of each donor
 Status (Active / Blocked / Dormant)
 Visits to BB
 No shows
 Blood bags donated so far
 Inventory Management
ROLE OF PUNJAB BLOOD LINE

28. PBL Stakeholders
Punjab
Blood Line
System
(PBL)
DONORS
IBTS
PATIENTS
via
BLOOD BANKS

29. PBL STAKEHOLDERS
Donors are fundamental to the process of
donation. PBL cannot succeed without a pool of
motivated donors. For this purpose donors are:
 Registered at Blood Bank
 Registered via PBL Helpline 0800-99000
 Registered via PBL website
bloodline.punjab.gov.pk
 Registered via Camps (Motivational
Campaign)

30. Donor Registration
Punjab Blood Line
Database
Hospital Blood
Banks
PBL Helpline
Donors
PBL
Website
PBL Awareness
Campaign

31. PBL STAKEHOLDERS
Blood Banks act as a buffer between patients &
donors and raise blood requisition through PBL
online portal on behalf of patients. They also
perform the following duties:
 Donor Registration
 Screening, Bleeding and data entry of
donors
 Update stock inventory
 Maintain integrated link with Institute of
Blood Transfusion Service (IBTS)

32. PBL STAKEHOLDERS
Institute of Blood Transfusion Service (IBTS)
would manage the PBL system and perform the
following tasks:
 Register public and private hospitals that meet the
minimum requirements for PBL portal
 Resource sharing between blood banks for better crisis
management through centralized PBL online portal
 Monitor donor’s deferral registry
 Run awareness and motivation campaigns
 Monitor blood requisition / bleeding / screening flow

33. Hospital Blood
Banks
Raise Blood
Requisition on
PBL System
Search PBL
Donor Database
Active?
Donor
Mobilization
Yes
No
Consent
Taken
Yes
Hospital Blood
Banks
Donor
Screening Yes Yes
Non
Reactive?
Yes
Successful bleeding
Patient
Call Center Agent
DONOR MOBILIZATION PROCESS

34. Value Proposition
• Privacy intact
• Area based matchmaking

35. Value Proposition
• Optimized Inventory Management
• Efficient Resource Management
• Curbing the Professionals

36. Indirect Benefit
• Disease surveillance of
– HIV
– Hepatitis B
– Hepatitis C
– Syphilis
– MP

37. Donors
Hospital Blood Banks
Patients
Call Center
Agents
BLOOD BANKS TO ACT AS A BUFFER
BETWEEN DONORS AND PATIENTS

38. INCENTIVES FOR PBL DONORS
• Free Hepatitis-B Vaccination
• Refreshments for Donors at the Blood
Bank
• Invitation to State Functions
• Free Entry to all Historical Places

39. INCENTIVES FOR PBL DONORS
• Free Pass for Bus Rapid Transport System
(BRTS) for Donor for one week or more
• Issuance of Donor Cards
• Time-off from Work (one day leave for
Government officials)
• Medals to be awarded to frequent donors

40. INCENTIVES FOR PBL DONORS
• Free Pass for Bus Rapid Transport System
(BRTS) for Donor for one week or more
• Issuance of Donor Cards
• Time-off from Work (one day leave for
Government officials)
• Medals to be awarded to frequent donors

41. Punjab Blood Line
PBL Stats as of May 29th, 2012
Total Number of Donors 18,259
Total Donors in Lahore 9,229
Total Donors Called 1,250
Total Donors Mobilized 77
Penetration Ratio 6.16%
Donor Cards Printed 400

42. PBL Donor Card
(for verified donors only)

43. • 12 major blood banks chosen
• 20 DEOs being provisioned by PITB for only 3
months
• Morning and Evening shifts
• Pilot to show the efficiency of the PBL system
in terms of better managing the inventory and
flow
• Registration of over 8,000 donors by DEOs
Pilot in Lahore

44. e-GOVERNANCE
Informed
Decision
Making
Enhanced
Transparency
Reliable
Solutions