InfoMed - RFIMPL_Use Case Journeys

Reference Implementation Architecture Group

Simplified Use Cases

It is important to root the technical architecture of the reference implementation in real world examples. This document outlines core building blocks and interactions between those building blocks for 5 use cases:

Postpartum and Infant Care
Market Linkage
Rural Agricultural Advisory Services
Unconditional Social Cash Transfer
Remote Learning

These use cases share common steps or business processes. The scope of the use cases are larger than these shared steps, but have identified these steps as critical across many use cases:

Promotion
Registration
Case Management
Payment (sent and/or received)

The following will break down these processes into simplified flows involving foundational and solution building blocks. See Appendix for a list of foundational and solution building blocks.

Promotion

To promote a new program a digital solution will need to access a digital registry building block and relevant content to deliver content-driven promotion for service or programme awareness. The digital solution will then need to access a messaging building block to send information to targeted or interested populations.

Breakdown of Promotion related and user-agent interaction:

Use Case	User	Agent	Interaction	Processes
Postpartum and Infant Care	Sona	Sowmya	Sona meets Sowmya, who has delivered her first baby, and educates her about post-delivery care (eg. breastfeeding, nutrition, immunization, personal hygiene), and the importance of using the support and facilities provided by the mother and child care programme.	Community Health Worker (CHW) checks for updated educational materials Targeted client communications for promotion of services and incentives
Unconditional Social Cash Transfer	Target group	Social welfare staff	Staff from the Ministry of Social Welfare or another leading agency / organization organizes an information campaign to inform about a social assistance programme aimed at potential target population / beneficiary group(s) and implemented via predefined approaches and partners. The campaign is conveyed via mobile messaging and/or aired on national radio/television, while a more capillary village to village campaign is performed by district / local social welfare officers.	backend Social Welfare staff to populate relevant educational and promotional content that local officers can use during on-the-ground outreach campaigns facilitate the spreading of programme awareness for target audience and encouraging enrolment via mobile / media channel(s)
Market Linkage	Raghu (farmer)	KVK:Gov.run-agri. Extension institution	KVK runs an awareness programme about a Farmers’ Digital Marketplace that helps smallholder farmers like Raghu sell their products directly to buyers, thus avoiding a multitude of middlemen and earning more profit. Raghu learns about the programme by calling a toll-free number and discovers he can register in the Farmers’ Digital Marketplace for free of cost.	advertise new products or services to the prospective customers or users (in this case the farmers)
Remote Learning	Cherifa (living in Zinder, Niger)	Ministry of Non-Formal Education (MNFE) and NGO partner	Ministry of Non-Formal Education (MNFE) supports a literacy programme called the I Can Read project run by the Niger Literacy Trust, a local NGO. The programme, aimed at adults who want to learn how to read and write, uses a mobile literacy app to teach people how to read. The NGO is hosting classes once a week in Zinder for interested participants.	Raising awareness about upcoming literacy classes, and for providing relevant information about the literacy classes and app
Rural Advisory	Pendo (listener)	Gov. initiative	Pendo hears in a radio program about a new program initiated by the government to support farmers in fighting this new crop pest named fall armyworm, which is causing high loss of maize and other cereal crops. After hearing the news, Pendo regained hope and wanted to know more about this service. She asks the agriculture advisor of the village and he informs that there are two services; a Mobile App, which can be downloaded from an App Store for free, but she would need a Smartphone to use the app. There is another service, which is a SMS & Voice based advisory service, available to the subscribers of a particular Mobile Network Operator. Since Pendo did not have a smartphone, she wanted to try the service offered by the mobile operator.	Build awareness of how to access and subscribe (such as Google Playstore or Mobile Value Added Service by telecom operators) to use Rural Advisory service

Content Management BB

Messaging BB

The Messaging BB should provide the following functions:

Allow the creation of a message
Send the message to a list of users/numbers via SMS, email, or other method

The key digital functionalities of a Messaging BB are as follows:

Send messages based on a predefined calendar or based on external conditions or functionalities triggers
Receive incoming messages, store them and trigger actions based on rules configured to identify either keywords contained in messages, senders or other conditions
Place users into groups based on their profile or other parameters and target them with specific messages
Create message flowcharts to determine which messages should be sent and to whom, based on users’ responses or external conditions
Track communication requests from external applications, along with message, message ID, and associated information that describes who to send the message to and via what type of communication method
Retrieve appropriate messages from a repository if the message index is received, then populate blank portions of the message with local contextual content, such as name, date and location
Encapsulate the content into formats based on the transmission protocols (phone or Internet) and send it securely through the appropriate corresponding backhaul infrastructure
Collect structured data for rapid analysis
Discover and connect to remote devices on the Internet, streaming real-time multimedia data with appropriate signalling protocols to ensure a timely end-to- end transfer of information that is both network failure resilient and bandwidth efficient
Measure and log metering parameters associated with the communication services used

Registration

Users can register to participate in a program. This will require the use of an Identification Building Block to verify the identity of a user as well as a Reg istration Building block to store information about individuals who are participating in the program.

Breakdown of Registration related and user-agent interaction:

Use Case	User	Agent	Interaction	Processes
Postpartum and Infant Care	Sona	Sowmya	Sona registers Sowmya’s child’s name, address and birth certificate, and Sowmya’s name, phone number and ID as the caretaker of the child into the MCTS system, which automatically validates the birth certificate and Sowmya’s ID with the government’s citizen records system. Sowmya creates an online account for records associated with the mother and child care community program. Sowmya also generates a barcoded unique ID card for getting further assistance.	Identity registration, including enrollment and validation Submitting enrollment details, including identifier, to client case management system,
Unconditional Social Cash Transfer	Target group	Social welfare staff	Eligible beneficiaries are re-contacted and asked to enrol onto the programme. During enrolment, further data can be collected (depending on programme design) e.g. bank account details, biometrics, etc.. Further information is exchanged and, in certain program design or context, beneficiaries are issued with a programme card (depending on system setup by country). Programme specific data is often entered into a separate Beneficiary Registry associated with a Beneficiary Operations Management System (BOMS)*. Non-eligible households are also contacted and informed, depending on program and context.	Capture additional programmatic information on the beneficiaries during enrolment Staging beneficiary account details for cash transfer processing Identifying beneficiaries and confirming enrolment
Market Linkage	Raghu (farmer)	Farmers Digital Marketplace	Raghu calls the toll-free number to register in the Farmers’ Digital Marketplace. An interactive voice response system (IVRS) operated by a private company collects basic information (eg. citizen ID, age, gender), and then sends an SMS to the caller confirming registration and provides a first-time user ID and password, and a link to download a digital marketplace mobile application.	Allow users to register themselves in the marketplace in order to access it and its services Send users transaction-based and promotional information from the marketplace through digital messaging (e.g. SMS, notification, etc.)
Remote Learning	Cherifa (living in Zinder, Niger) and son Amadou	Ministry of Non-Formal Education (MNFE) and NGO partner	Cherifa’s son Amadou downloads the I Can Read app that was developed by Girl Geeks, a technology company partnering with the Niger Literacy Trust, the MNFE and West African Aid, a donor organization. Cherifa communicates with the server, which keeps track of all the information she supplies. The server also communicates data to Cherifa, including changes that are made to the app. Amadou registers Cherifa on the app and shows her how to log in using an ID and password whenever she wants to use the app. After Cherifa logs in, she is asked to create a profile. He creates her profile, and the built-in GPS on her mobile phone automatically captures her location data so the app can provide location-based services.	register Cherifa in the literacy program provide relevant, timely content in the form of a mobile app where user information and use can be tracked validate user access to the content management system enable Cherifa to access the mobile app from the content management system
Rural Advisory	Pendo (listener)	Gov. initiative	Pendo visits the mobile network operator reseller and sees a large poster advertising the advisory service. The sales person tells her that the Rural Advisory Service is free, and she only needs to subscribe to the mobile network operator before she can avail the services. Pendo buys a SIM card and then activates the Rural Advisory Service by dialling USSD (Unstructured Supplementary Service Data) code (123#). She immediately receives a message that she has been successfully registered to the Rural Advisory Service.	Subscription to RAS happens when users enacts a digital action (e.g. dial an USSD code or download a mobile app) to subscribe to the service. Subscription can be open (without any pre-authorisation or ID) or closed loop (only those having pre-authorisation, such as a registration token)

Identification BB

The Identification BB should provide the following functions:

API to validate user credentials or biometric data
Provide a consent mechanism or permission system to release information

The key digital functionalities of an Identification BB are as follows:

Foundational IDs (Note: birth certificate is not a foundational ID) come with no specified purpose or attached entitlement but functionalities simply let an entity prove who it is (Note: a birth certificate is a very important doc for entitlements like school access and food support)
Captures only limited information about users, such as name, date of birth, address and gender
For a given set of attributes, fetches a corresponding ID if it exists in the registry (not necessary and potentially outside of use case)
Uses different biometric methods to identify and authenticate users through means other than user photographs (eg fingerprints, iris scans, facial recognition) to ensure there are no duplicates or fakes, creating a highly trustworthy database (Note: biometrics with children is very difficult and the rate of fraud is none existent. might be better to focus when a foundational ID is created. Also Note: a database of biometrics is not equal to high trust)
This ICT Building Blocks also uses a publicly available interface, or open API, which allows any licensed service provider to verify if users are who they claim to be (Question: why would that be necessary? We are talking about birth registration, right?)
Used to enable services such as opening bank accounts, buying SIM cards, receiving entitlements from the government, signing forms electronically, investing in mutual funds and getting credit (Note: not relevant for this use case)
Incorporates privacy into its design when the purpose of the authentication is not revealed if a service provider sends an authentication request. (Note: we are only talking about registration for birth certificate, this has other privacy considerations)

Registration BB

The Registration BB should provide the following functions:

Allow an administrator to create a registry for a new program or initiative
API to add users to a registry
API to update or remove users from a registry
Query the Identification BB to obtain credential for a user

The Digital Registry BB should provide the following functions:

Secure credentialed access to a registry
API to return a list of users and contact information based on filter criteria

The key digital functionalities of a Registry BB are as follows:

Assign a unique (functional) ID and create identification pieces (eg smart card, bar functionalities code, RFID, digital token, unique number) with that ID and all related information about the entity
Map the assigned new (functional) ID to existing national (foundational) ID, if any
Populate demographic and/or geographic data of entities when registering for the first time
The complete registration information will be further used for any transaction or services later
This information can be used to complete the know your customer (KYC) requirements that businesses use to assess potential clients and comply with regulations
Capture identification information from biometrics, photos, scanned images, typed input, etc, and update the relevant registry with these entries using a specific ID tag
Determine if the specified ID exists in the registry according to a match with the given credentials
Automatically identify possible duplicate entries and merge them
Retrieve information corresponding to queries for a chosen entry, such as eligibility for subsidy, enrollment status, profile
Retrieve information of entries in the registry matching or nearly matching given credentials

Information Mediator BB

An information mediator BB may also be required to facilitate communication between the Identification and Registration systems. The Information mediator would provide the following functions:

Map data structures and fields from the identification system to the registration system and vice versa.
Hold authentication and credentials for each system
Allow the definition of steps for a particular transaction
Provide an API for both systems to access – and execute all necessary steps for that transaction (including error handling, retries, and notifications)

The key digital functionalities of an Information Mediator BB are as follows:

Routes requests to the correct provider after necessary message transformation functionalities and protocol conversion
Connects the service requestor to the service provider and its underlying solution platforms, realizing the requested service
Discovers services and, at runtime, to support the virtualization of services, so that changes to end-points can occur without impact to service consumers and service providers
Supports the handling of transactions and associated communication errors and exceptions
Enforces access privileges and other security policies
Maintains service invocation history and monitors and tracks service invocations
Provides local caching/broadcast/multicast capabilities to reduce repeated access to databases for the same information and to speed up data exchange
Translates data from one format to another, and interoperates with handshake protocols to enable interoperability between different ICT Building Blocks duplications

Case Management

A case management system will be used to track the progress of users through a particular program. As users complete various stages of the program, information can be added and stages can be marked with a status. This work will require the use of a Case Management BB, Data Collection BB, Workflow and Algorithm BB, and Reporting and Dashboards BB.

Breakdown of Case Management related and user-agent interaction:

Use Case	User	Agent	Interaction	Processes
Postpartum and Infant Care	Sona	Pediatric Clinic	At the clinic, the pediatrician swipes the baby’s ID card to access and study the baby’s EHRs and update the information and findings, as well as the prescriptions for medication, nutrition and immunization. The CHW helps the mother access the information, order medication and nutrition supplements based on the pediatrician’s prescription, and book appointments for future immunization and follow-up visits.	Validate client identifier (biometrics) Retrieve client case (summary and details) Submit new client encounter details to case management system
Unconditional Social Cash Transfer	Target group	Social welfare staff	Staff from the Ministry of Social Welfare or another leading agency / organization provides ongoing interaction with beneficiaries via local social welfare officers to help ensure information on beneficiaries stays up to date, address complaints, grievances, and appeals, address multi-dimensional risks via connecting beneficiaries to other programmes and services e.g. child protection, etc., and carry out assessment of co-responsibilities / conditionalities, if any (this is achieved in some countries via data integration into e.g. school management system from Education ministry on attendance, or HIS from Health ministry on check-up, etc.)	Capture changes in beneficiary information Identify and record beneficiary interaction with local officers and capturing reported cases on grievances / appeals etc., and for determining risks / conditionality by reviewing individual beneficiary client case Suggest and connect with departments / agencies offering other social benefits and services to eligible beneficiaries
Market Linkage	Raghu (farmer)	Farmers Digital Marketplace	Raghu installs the Mobile Application in his phone and login using the user ID and password received. After installation of the mobile app in his smartphone, Raghu creates his profile in the digital marketplace. The built-in GPS in the mobile automatically captures the location data and so as to provide location based services.	Users of marketplace need to create their profiles in the marketplace in order to facilitate business transactions (e.g. whether a user is a farmer or a agribusiness)
Remote Learning	Cherifa (living in Zinder, Niger)	Ministry of Non-Formal Education (MNFE) and NGO partner	Every time Cherifa completes an exercise,she receives congratulatory messages and is encouraged to take a test. After completing the test, she receives another congratulatory message and is guided to the next level. From time to time, Cherifa receives messages that changes are being made to the app. Overall, she enjoys learning on her phone. She works through the entire six-module literacy course, taking the tests at each level. She works at her own pace and in her own time, and she decides what she wants to learn from the app.	Provide locally relevant interactive tools as part of the education cloud service to users Provide relevant, timely content to users via a mobile literacy app
Rural Advisory	Pendo (listener)	Gov. initiative	After registration, Pendo receives a welcome call from the mobile network operator. The call was an Automated Voice Call, in which a pre-recorded voice message in local language Swahili explained about the key functionalities of the service and requests Pendo to provide simple information about her gender, age, size of farm etc. by key press. Pendo completes her profile. After this she gets a USSD Notification with a menu to select crops. She selects Maize, Sorghum, Sweet Potato and Poultry. Pendo receives a SMS Message confirming that registration is complete and she will soon start getting advisory messages five times in week. Along with information about the crops of her choice, she will also get local weather forecast and market price updates. There is also a helpline number available during working hours, where she can discuss about her farming problems with the experts.	Help users to input additional data about themselves such as age, gender etc, and their choices (e.g. in case of farmers, crops etc.) into the system so as to personalize service experience.

Case Management BB

The Case Management BB should provide the following functions:

Allow for the creation of a new program, along with phases
Add/update/remove a user from a program
Track the status or phase of each user through a program

The key digital functionalities of an Case Management BB are as follows:

Registers clients via phone, SMS, web, etc and updates records when needed functionalities
Sends predefined messages to subscribers based on rules and data triggers
Sends automated triggers to external systems based on data updates
Schedules activities based on rules and triggers
Generates activity lists and loads job aids based on scheduled activities
Manages multiple cases and prioritizes action
Summarizes client case data for reporting

Data Collection BB

A Data Collection BB can be used to track data about a specific user. It should provide the functionality to:

Define a set of fields or data that should be collected
Collect data
Send data to an external system (case management in this case) or expose an API for outside resources to read (with authentication and permissions)

The key digital functionalities of a Data Collection BB are as follows:

Uses different data collection devices such as mobile phones, tablets and sensors functionalities
Requires identification and authentication to ensure that the system considers only data captured by authentic sources
Customizes data collection forms to enforce data quality, integrity and business Workflows
Collects multimedia content (eg video, audio and photos) and records geolocation coordinates
Uses a data collection form or interface that can include access to a camera or a sensor to capture ambient information
Sets data definitions and standards such as measurement system, format and nomenclature (eg population census, definition of income groups, standards related to type of housing, and terminology such as literate and semi-literate)
Provides data analytics tools to create statistics derived from collected data
Collects data offline and synchronizes data with a central data repository once connectivity is established
Provides safeguards against data loss
Provides access to data through APIs

An information mediator may also be used to integrate between the data collection system and case management system. See Registration section above for functionality of the information mediator.

Workflow and Algorithm BB

The Workflow and Algorithm BB can be used to determine when specific criteria have been met for a user in the program and update the case management tool appropriately. The Workflow BB should provide the following functions:

Allow the user to define process flows and criteria
Evaluate a specific user against a process flow and return a result

The key digital functionalities of a Workflow BB are as follows:

Provides digital definitions of various WorkFlows as a sequence of various functionalities transactions and tasks executed by specific user roles as well as the combination of events that should trigger transition from one task or user to another
Captures events and inputs from external applications and then groups these into specific assessment pools as specified by WorkFlow transition rules
Evaluates trigger conditions for movement of WorkFlow through specific task or user transitions based on predefined rules
Notifies changes in activities or changes of users to other applications
Supplies the contextual information needed to effect the transition of tasks or users

Payment

When it is required to send or receive payments to or from users, the digital solution will leverage a payments mechanism.

Breakdown of Payment related and user-agent interaction:

Use Case	User	Agent	Interaction	Processes
Postpartum and Infant Care	Sona	Sowmya	Because Sowmya and Sona have followed all of the steps in the mother and child community incentive program, both are paid an incentive.	Qualifying cases flagged for incentive distribution Mobile G2C or B2C incentive payment to client and CHW
Unconditional Social Cash Transfer	Target group	Social welfare staff	If a social cash transfer programme has enabled electronic payment processes (e.g. via banks, mobile money, etc.), payments are subsequently paid cyclically according to the programme schedule e.g. often bi-monthly. In the context where a digital financial service system is not employed, each beneficiary would be requested to travel to the nearest designated pay-point* and collect money by programme-specific authentication. In either case, the money is transferred to the selected payment provider or treasury as per generated payroll and is subsequently verified against the individual’s identification of program enrolment.	processing beneficiary payment directly to their account, or for generating payroll to deposit payment amounts for withdrawal by beneficiary from designated banking institution(s) / pay-point(s) identifying and authenticating individual that is making a withdrawal, or to recall / verify deposit account information prior to payment transaction
Market Linkage	Raghu (farmer)	Seller in Marketplace	Seller tells Raghu to pay him for the product using the in-built payment function in the marketplace application. Raghu clicks on Payment Service option and enters his Universal Payment Interface ID (UPI-ID) provided to him by his bank. After the transaction, Raghu receives a SMS informing him of the transaction with an authentication code, which has to be shared with the delivery person when the good is delivers. Another SMS goes to the seller informing the remittance. The money is deposited in to an Escrow Account managed by a Financial Service provider, which holds the final remittance to the seller till the physical deliver happens successfully.	Facilitate financial transactions between buyers and sellers in order to conclude the buy-sale process
Remote Learning	Cherifa (living in Zinder, Niger)	Ministry of Non-Formal Education (MNFE) and NGO partner	This is an example of a non-financial payment. Cherifa is sent a digital badge that confirms her successful completion of the course.	coordinate the completion of the course and sending badge. enable access to further learning courses to encourage lifelong learning
Rural Advisory	Joachim(Pendo’s friend) and Pendo	Digital Marketplace	Using a Procurement function within the mobile app, Joachim searched the product and found it. He was then provided a link to a Digital Marketplace where there were several resellers who were selling the pesticide. One of the resellers, agreed to deliver the product at Pendo’s doorstep for some extra fee, which Pendo agreed and paid through of Joachim’s Mobile Wallet to buy the product. In another occasion, Pendo wanted an agronomist to visit her farm.	Integrate product search and discovery. When users find the product they are looking for and want to purchase, they can be redirected to respective digital marketplace for completing the transaction

Payment BB

The payments building block should provide the following functions:

Provide a secure linkage between a user and a payment account
APIs to request payment, query balance, or send payment to another account
Tracking of all payments through the system

The key digital functionalities of a Payment BB are as follows:

Allows users to seamlessly send money anywhere to other users or other service functionalities providers
Distributes social service transfers and cash safely to end users
Creates eVouchers to disburse financial subsidies in a controlled and safe manner
Provides and manages eWallets to conduct financial transactions using different payment methods, such as a mobile phone application
Offers the ability to cash-in and cash-out from eWallets in an easy and accessible manner
Responds to payers with confirmation of payment, insufficient balance or a mismatch in credentials, transfer failure, etc, based on status in the backend applications
Posts status of transactions with traceability information into transaction logs
Tracks due payment and sent payment notifications through alerting mechanisms, along with associated information
Receives triggers for payment collection, posts the amount with relevant disclaimers to payer and obtains payer approval
Securely posts the approval, user ID and associated payment information to appropriate backend (eg mobile, debit/credit card, Internet banking entities) of relevant financial applications from banks, employers, insurance; awaits transfer confirmation from those applications
Searches and provides a logged information-based query of other applications
Tracks, compares and reports the cost of products, services across vendors, and seasons and regions for optimizing expense budgets
Can be easily integrated with any app with simple coding
Able to operate in remote and inaccessible locations

The Information Mediator building block will be used to provide integration between the case management system and Payments building block.