Case Study: Basudha Helpline
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Case Study

  •  Ramboll
  •  OSFDC
  •  Sanjog Helpline
  •  Basudha Helpline
  •  Odisha Animal Husbandry Helpline CRM
About RWSS

National Rural Drinking Water Programme (NRWDP) has come into force since 01.04.2009 with a vision “Safe Drinking Water for all, at all times in rural areas. ”Over the years the RWSS Organization has been successful in providing safe source of drinking water in all rural habitations, for the management, operation and maintenance. Mostly, provision of drinking water supply to the rural population is made through hand pump tube wells and piped water supply schemes.)


Basudha Helpline is an E-Grievance Redressal System working for the Dept. of Rural Water Supply and Sanitation. This application tracks the complaints registered by citizens related to Tube well and Pipe Water supply. Complaints are auto escalated to the higher authority if not resolved within a specific period of time.

Key Features

The broad functionalities of the system will comprise of following activities.

  • Maintain citizen details and complaints received through Toll Free number.
  • Maintain the post resolution details of the incident.
  • Provision for auto escalation of complaints not resolved by respective authority.
  • Integration of SMS for instant intimation to the authorities.
  • Option to get access from any location to register/update complaints.
  • Maintain status of each and every single complaints along with action taken by the respective authority.


The cards in the dashboard graphically display the Total number of complaints registered, Total number of Complaints Resolved, Total Complaints Pending, Total Animals Request /Suggestions.

Key Modules


A functionary is a designated officer working at either GP or Block or District level. He may be a Jr Eng. Or Exe Eng. Or Chief Eng. This module is used for Functionary creation and maintenance. Functionary is an important stack holder who resolve the complaints registered in his respective area. The functionaries are created such a way that if one complaint is not resolved by the respective functionary it will be escalated to his higher authority and show in his dashboard for resolution.


The most important module of the entire application. This is used for registering complaints by citizens related to Tube well and Pipe Water supply. For new complaint the below details are required.

Escalation Process

The system contains a powerful escalation matrix configuration system. When a complaint is registered it will go to the respective JE (Jr Eng.) for resolution. If not resolved within the time (configured ) it will automatically escalated to Exe. Eng. for resolution.

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