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PROJECTS

Early Childhood Development & Maternal Health Helpline

5,15,169

Total Calls (As of Feb 2024)

2,01,840

Productive Outbound

731

Inbound

The helpline conducts both inbound and outbound calls to the network of mothers and expectant women of the State while fulfilling a mandate to make 21 calls to all beneficiaries across a span of 3 years. The helpline also assists in enrolment of unregistered mothers, providing simple, effective, and personalized messages during the first 1,000 days period and giving information related to government health schemes, programs, healthcare services, and other related areas.

First Cancer Care Project 2023

8,926

Total Calls (As of Oct 2023)

499

Productive Outbound

117

Inbound

The First Cancer Care Project is one of the first pilot projects in leveraging emerging technologies in healthcare to achieve multiple goals in creating awareness, screening, prevention, and management of cancer. This includes early detection for Breast Cancer, Lung Cancer, Cervical Cancer, Oral Cancer and Oesophageal Cancer through extensive awareness campaigns and mass screening initiatives.

Meghalayan Medical Drugs & Services Limited (MMDSL) 2023

322

Total Calls

3

Citizens (As of Feb 2024)

Callers select the 14410 IVR for MMDSL, after the IVR further routes the call callers choosing MMDSL may provide feedback, share grievance, or ask for information related to medical drugs and equipment supply and availability in the State. Callers are typically government health centres, hospitals, or government approved retailers. 

Tele-MANAS 2023

731

Total Calls

71

Citizens (As of Feb 2024)

This is a comprehensive mental healthcare tele-service that is provided to the citizens of Meghalaya. The Helpline is manned by professional counsellors who cater to diverse mental health related concerns

SELCO Foundation 2023

91

Total Calls

2

Citizens (As of Feb 2024)

Callers select the 14410 IVR for SELCO, after the IVR further routes the call callers who choose SELCO ask for information related to solar panels installation & technical assistance on other matters that may arise. SELCO callers may be individuals or organization who are either existing or potential SELCO customers.

IFA Survey 2023

3,399

Calls made

924

Citizens (As of May 2023)

Anemia in pregnancy and the post-partum period is a major direct and underlying cause of maternal mortality and morbidity in India. This survey was conducted to understand the acceptance of IFA tablets among pregnant women and to access the knowledge and awareness of iron supplementation, its use and side effects in pregnant women.

SNP Survey 2023

19,453

Total Calls

4,828

Citizens (As of Jul 2023)

The National Nutrition Mission is a new scheme introduced by the Government of India during 2002-03 for implementing distribution of subsidized food grains to adolescent girls, expectant and nursing mothers belonging to Below Poverty Line families. The objectives of the programme are to reduce malnutrition, elimination of micro nutrient deficiencies relating to iron, iodine, vitamin A, etc. and reduction of chronic energy deficiency

Stranded Citizens’ Helpline 2020

15,418

Calls made

2,31,270

Minutes logged

The helpline numbers provided by Avenues were widely circulated and publicized by the Government of Meghalaya for outreach to citizens within North East India and the rest of the country.

COVID-19 Contact Tracing 2020

7,438

Calls made

1,11,570

Minutes logged

When the crisis first hit the state, Avenues volunteered assistance to the State Government to conduct a large registration effort for those returning prior to the nation-wide lockdown as well as contact tracing following the state’s first positive case for COVID-19. In collaboration with the NIC, our team of associates and data managers combed through thousands of data points and ensured that consistent follow-ups, symptoms tracking, and emergency responses were tackled through timely tele-support and counselling.

Corontine Application Tele-calls 2020

6,108

Calls made

91,620

Minutes logged

Outbound calls made to citizens to assist with installing the Meghalaya Government’s Corontine Application and determine challenges faced in downloading the application to their phones.

Symptoms Tracking Operations 2020

7,663

Calls made

1,14,945

Minutes logged

Although the State Government’s IVR and SMS based campaigns initiated by the Health Department were effective, a large number of citizens preferred responding to human engagement and tele-surveys to better convey symptoms and report health concerns during the lockdown.

Meghalaya Access to Credit Survey 2020

736

Calls made

22,080

Minutes logged

Although the State Government’s IVR and SMS based campaigns initiated by the Health Department were effective, a large number of citizens preferred responding to human engagement and tele-surveys to better convey symptoms and report health concerns during the lockdown.

Megha-LAMP 2020

1,199

Calls made

53,955

Minutes logged

The Meghalaya Livelihoods and Access to Markets Project (Megha-LAMP) is a state-wide project of the Government of Meghalaya that is supported by IFAD (International Fund for Agricultural Development). The team surveyed the people associated with MBDA or Megha Lamp about the functions and effectiveness of the project in their communities.

MSRLS Community Cadre & VO/ SHG Survey 2020

4,616

Calls made

32,312

Minutes logged

This study was initiated to understand the dynamics and role of Community Cadres within their communities. The exercise entails connecting with the stakeholders within the rural community – Community Cadres, Self-help Groups and Village Organizations, to understand the effectiveness and impact that MSRLS has in the livelihood, economic uplift, and women empowerment.

Meghalaya State COVID Helpline 14410

Avenues has been entrusted to oversee the operations and management of the Meghalaya COVID-19 14410 Helpline ranging from consultation and recruitment services to stakeholder liaising, training & quality assessment, FAQs scripting and data services for tele-operations.

13,32,168

Total Calls

3,62,331

Citizens (As of Jun 2023)

Meghalaya State Tourism Helpline

The Meghalaya Tourism Helpline is a state-run initiative of the Meghalayan Age Limited, a Government of Meghalaya undertaking which was launched in November 2020. The Helpline provides pertinent information to people wishing to visit Meghalaya. Queries fielded by the Tourism Associates cover a broad spectrum and originate from various parts of the country as well as abroad.

58,524

Total Calls

52,632

Citizens (As of Feb 2024

Food Processing Entrepreneur Survey 2020

566

Calls made

3,962

Minutes logged

The survey gathered pertinent information from entrepreneurs about their products, market access, customers, capital investment, finances, and challenges

M-LAMP Telephonic Beneficiary Assessment Survey 2021

2,654

Calls made

18,578

Minutes logged

The primary objective of this survey is to gather information on project outcomes at the household level. The assessment aims to measure the outputs and outcomes achieved by the project during the financial year 2020 -2021. The assessment will help measure the interventions required to make the project more efficient.

Mushroom Development Survey 2021

130

Calls made

910

Minutes logged

The survey was intended to gather information from mushroom farmers on various aspects of mushroom cultivation – pricing, market access, yield, current infrastructure and challenges faced.

MBMA Loan Mela 2021

247

Calls made

1,729

Minutes logged

This was an exercise to confirm attendance of entrepreneurs to the Food Processing Entrepreneurs Loan Mela organized by MBMA

Meghalaya Economic Survey 2020

4,723

Calls made

2,12,535

Minutes logged

Avenues was contracted to create an impact framework and survey exercise covering over 4,000 respondents to assess the impact of the lockdowns on the economic, social and phycological well-being of these units and their proprietors

PMEGP Survey for KVIC, KVIB & DIC Loan Applicants

2,324

Calls made

16,268

Minutes logged

The survey was conducted to determine the nature and reasons of rejected and pending applications which were filed through KVIC, KVIB and DIC.

Social Media Management for Government of Meghalaya 2020

Empanelment of services for social media presence and strategies for departmental campaigns and awareness building activities.

Meghalaya Skills Survey – Framework Design 2020

The Talent Survey was designed following numerous consultations, refinements, and iterations to help the Government of Meghalaya itemize, highlight, and catalogue the talents and skills of those individuals who have recently returned to the State. Furthermore, the structure of the survey enabled the government to map the over 12,000 returnees by their experience, industry, competencies, and functionalities to fill crucial gaps in the aftermath of COVID19.

Capacity Building for 108 Team

120

Agents trained

4

Trainers assigned

2 days

Training duration

240

Training manhours

The state’s sole emergency response line – 108 – was at the centre of the initial wave of calls amidst concerns surrounding the pandemic and the potential for a COVID-19 outbreak in the state. Recognising the fact that the 108 personnel were overwhelmed and understaffed, Avenues volunteered human resources and conducted an emergency training and capacity building programme for existing and new helpline operators on the 108 premises. Call scripts, data entry parameters and counselling guidelines were deployed by our team of trainers for the organisation.

Meghalaya Citizen Support Network 

300+

Volunteers enrolled

100+ days

Uptime

500+ minutes

Call logged

30k+

Citizens reached

Early on, Avenues recognised an emerging need to ramp up volunteering efforts in the State. In the event of a serious health crisis or the sudden surge in reported COVID-19 cases despite the lockdowns, the need for a large contingent of on-ground and tele-support staff was felt by the State Government to aid efforts at scale. To connect stakeholders within the government with well-intentioned and committed youth and professionals willing to volunteer their time and presence in the wake of the pandemic, Avenues created the MCSN platform – www.megcsn.org. The website’s design, process mapping, volunteer selection and onboarding, training and process orientation for a range of domains was taken forward by our team in early March 2020. The network is the state’s largest group of volunteers with over 300 on-ground assistants, tele-agents, counsellors and data entry associates registered.

Meghalaya State Rural Livelihood Society Surveys

56,740

Call minutes

2,737

Registered surveys

1,62,428

Data points

This study was initiated to understand the dynamics and role of Community Cadres within their communities. The exercise entails connecting with the stakeholders within the rural community – Community Cadres, Self-help Groups and Village Organizations, to understand the effectiveness and impact that MSRLS has in the livelihood, economic uplift, and women empowerment.

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