A key aspect of WHP's operations is the centralized facility that oversees various elements of service delivery. This control center, designed similarly to a call center, is especially valuable for cases requiring extensive follow-up over extended periods, such as tuberculosis treatment or antenatal care. Hosted on the cloud and accessible remotely, the control center handles household mapping via ASHAs, referral follow-ups, tele-counseling for family planning, antenatal care, maternal and child health, client satisfaction, grievance redressal, and teleconsultations with qualified doctors. Its role is being expanded to include support for gender-based violence, mental health counseling, and related services.

The control centre also oversees the functioning of the interactive voice response (IVR) system that WHP uses to respond directly to clients, both for demand generation and treatment adherence.

The control centre has also started playing an increasing role in registration of clients which otherwise would have been the responsibility of the front-end workers. WHP has witnessed extreme discomfort among front-end workers entering text (in contrast to entering numbers which they do with great felicity). Sometimes, this reluctance to enter text has jeopardized the entire technology-based solutions as witnessed in some states of India. The control centre has access to a data bank in which all locations are geo-mapped so registering a patient on the basis of residential location is simple. This also provides an opportunity to generate outbreak alerts since geo-coordinated personal data provide an opportunity to cluster morbidities and compare against pre-determined thresholds.

You can access a comprehensive note on the call centre, detailing staffing needs, costs, internal processes, technology and potential outputs from here.