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A Digital Lifeline for India’s Most Vulnerable: CHILDLINE 1098 Case Reporting System

Case study hero image
Graphic Design1 March, 2024

Project Overview

To address the surge in distress calls during the COVID-19 crisis, CHILDLINE 1098, India’s national helpline for children in distress, transformed its outdated paper-based system into a digital, mobile-first Case Reporting System (CRS). Developed in collaboration with Vodafone Idea Foundation, NASSCOM Foundation, and UNICEF, this tech-enabled solution revolutionized emergency response for vulnerable children nationwide.

The Problem Statement

In the wake of COVID-19, CHILDLINE 1098- the nation’s helpline for children in distress- was overwhelmed by a surge in emergency calls. With outdated, paper-based systems and scattered communication, timely intervention was at risk, leaving vulnerable children exposed to abuse, trafficking, and neglect.

Background

CHILDLINE 1098 is India’s first 24x7 emergency helpline dedicated to children in need of care and protection. Every year, millions of children reach out seeking help. However, during the pandemic, the sharp rise in distress calls exposed deep inefficiencies in the manual system of case logging and tracking. Delays in response time could mean the difference between safety and harm.

Paper-Based Burden

Manual logging created bottlenecks and slowed down response.

Fragmented Communication

Coordination between stakeholders was disjointed, impacting decision-making.

Delayed Interventions

Caseworkers lacked real-time data, resulting in life-threatening delays.

Project visual 1

Research & Planning

CHILDLINE collaborated with Vodafone Idea Foundation, NASSCOM Foundation, and UNICEF to build a tech-enabled solution. The team mapped field challenges and designed a system that combined empathy with speed.

  • Conducted field interviews with caseworkers and call center staff
  • Identified bottlenecks in paper and SMS-based tracking
  • Designed features prioritizing urgency, traceability, and user training
  • Ensured system scalability for pan-India deployment
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Execution

The Travel e-Pass system was swiftly built, tested, and deployed, first launched in Raigad and adopted state-wide within days. It featured automated workflows with auto-token generation, dashboard-based approvals, and instant QR-coded e-passes. A 10-member tech team ensured 24/7 uptime with zero crashes. Security was prioritized through SSL certification, data encryption, cloud backups, and cyberattack protection.

Key Features:

  • Mobile-based Reporting

    Field workers log cases in real time.

  • Geo-tagged Interventions

    Immediate location-based tracking.

  • Data-Driven Insights

    Prioritize cases using analytics.

  • Training Integration

    In-app modules for upskilling workers.

Points of Impact

Real-Time Tracking

Instant updates on rescue status

Smart Prioritization

Emergencies flagged automatically

Connected Ecosystem

Govt, NGOs & shelters on one platform

Field-Friendly UI

Built for low bandwidth and mobile-first users

Project visual 3

Results & Impact

Enhanced Reach and Responsiveness

  • Over 5 million calls received annually, indicating widespread utilization of the helpline.
  • More than 3.92 lakh children assisted in the last year alone, showcasing the system's effectiveness in providing timely support.
  • Presence in all districts and at nearly all major railway stations, ensuring nationwide coverage and accessibility.

Improved Efficiency

  • Real-time case updates and geo-tagged interventions have accelerated response times, reducing delays in assisting children.
  • Data analytics integration allows for prioritization of emergencies and identification of trends, leading to more informed decision-making.

Capacity Building

  • Training modules embedded within the system have enhanced the skills of caseworkers, ensuring better service delivery.
  • Seamless coordination with government bodies, police, and shelters has strengthened the child protection ecosystem.

Conclusion

Technology can’t replace care- but it can deliver it faster. The CHILDLINE Case Reporting System bridges the gap between a child’s cry for help and a timely, compassionate response. It’s not just digital transformation- it’s the evolution of empathy.