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Governance First India

Hi Performance Oil in the Engine of Change

These are some of the projects that we have contributed to over the years.

Technology Enabled Solutions

At GFI, we have a history of enabling transformation through technology. These include guiding and advising on Software linked automation to setting up cloud-based call centres to putting in place Policies and Processes to ensure long-term business continuity of existing solutions. Some of the transformational projects are listed below.

1930
ACB CMS
1064
DV CMS
Awaited

The Safe City Projects-Hyderabad [2019]

Comprehensive City Safety Enhancement Project

The Safe City Project in Hyderabad, a component of the broader Safe City Initiative, aims to enhance the safety and security of women in public places by implementing various measures. This MHA project, funded by the Nirbhaya Fund, focuses on improving infrastructure, technology, and community awareness to deter crime against women.

The project was put together by a team comprising of Ms. Swati Lakra, IPS [during her stint as I.G.P (L&O), Rajesh Kumar [Consultant], Mr. Janardhan Reddy, IAS [Then GHMC Commissioner] under the supervision of Dr. Jitendar, IPS (then the ADG L&O) and the guidance and direction of Shri. M. Mahendar Reddy, IPS (as HoPF).

The ~₹300 crore project had the following components:


Core Components:

  • SHE Teams & Surveillance:

    • Dedicated SHE Bike Units for visible policing

    • Camera Network , drones, surveillance vans

    • Pelican signals at high-footfall mid-blocks

  • Support Infrastructure:

    • 70 fixed toilets and 200+ Loo Cafés

    • Transit dormitories at key nodes (e.g., Nampally, Secunderabad)

    • SHE Case Management software and tech backend

  • Social & Institutional Support:

    • 30 DV Counselling Centres for Development and Empowerment of Women (CDEWs)

    • Repeat Offender Monitoring (ROM) Cells for monitoring repeat offenders

    • Counselling units and outreach frameworks

  • Technology & HR Deployment:

    • Use of mobile forensic vans, biometric tools

    • Deployment of 249 staff on outsourcing across GHMC and Police functions

    • Cloud systems for feedback, monitoring, and evaluation

Project Footprint:
Covers 645 sq. km. of Hyderabad’s urban limits and targets all women, including commuters, residents, and short-term city users. Emphasis is placed on building safer environments “by design,” through both proactive policing and everyday public services.


​​1930 Call Centre Setting Up

State Cybercrime Response Contact Centre
The country's first Cyber Crime Contact Centre was launched in Telangana on a pilot basis in 2021. The initiative was carried out under the guidance of the then CI Cell senior officer, Shri. Rajesh Kumar, IPS. The small team comprising of Shri. SM Vijay Kumar IPS, Shri. Avinash Mohanty IPS and Consultant Mr. Rajesh Kumar set up the contact centre at the Cyberabad Commissionerate with the active support from Shri. V.C. Sajjanar, IPS.

This intervention involved supporting the design and operational setup of Telangana’s first dedicated Cybercrime Call Centre and coordination workflows that would later become the foundation for the 1930 Cybercrime Helpline. Starting with a multi-number system and internal desk protocols, the framework evolved into a citizen-first, multi-channel support platform integrated with CFCFRMS and other national-level modules.

Key Contributions

  • Helped design the call flow architecture, including scripting, ticketing, and escalation plans for inbound and outbound cybercrime calls.

  • Supported desk structuring for different call types: first-time reporting, bank follow-up, SIM KYC tracing, and PS coordination.

  • Integrated Exotel IVRS system and built analytics dashboards through Zoho Analytics for monitoring team response and call quality.

  • Played a key role in designing change management plans, including triggers for process revision post-launch.

  • Drafted input documents for national I4C integration, covering call volume projections, warm transfers, SOPs, and vendor standards.


Key Components

  • 5+ Desk Roles: First Response Officer, Repeat caller team, PS outbound, SIM/Banks/ATM nodal teams

  • Telephony: Cloud-based IVRS with unlimited channels

  • CRM & Ticketing: Online Form  + CFCFRMS

  • Analytics: Connected to live BI dashboard with call quality and ticket stage tracking

​​ACB Cases Management Portal [2022]

Legacy CMS portal was replaced with a new one
The Telangana ACB's legacy on-premise Case Management System was replaced with a modern software with the support of CGG. The project was led by Ms. Shikha Goel IPS in her stint as Director ACB, under the guidance of Shri. Anjani Kumar, IPS, then DG ACB.

Our Consultant, Mr. Rajesh Kumar contributed to the modernization of the Anti-Corruption Bureau’s legacy software by supporting the conceptualization, documentation, and vendor coordination of CMS 2.0 — as a modern, scalable case management system developed in collaboration with Centre for Good Governance (CGG). The intervention addressed major usability, accessibility, and reporting limitations of the older system.

Key Interventions:

  • Conducted requirement mapping and functional gap analysis of the legacy ACB case management software.

  • Defined new modules for:

    • Case initiation and tracking

    • Role-based user access (Investigation Officer, Admin, Review Officer)

    • Document uploads, trial progress, and final disposal

  • Coordinated the framing of change notes for CGG and vendor reviews

  • Recommended integration with analytics systems (Zoho, API-ready exports).
  • Oversaw multiple cycles of UAT and put in place a structured change documentation and management process.
  • Facilitated content creation for internal Training of Staff 


Functional Improvements Over Legacy System:

  • Ability to add new data fields dynamically
  • Support for custom report generation
  • Web-based access (previously limited to intranet)
  • Role-based dashboards with visual case tracking
  • Scope for cloud-based hosting, with higher security and auto-backup

​​1064 Anti Corruption Helpline Set Up

ACB Complaint Management Helpdesk

This initiative involved the conceptualization and design of a unified, professional system for managing corruption complaints received via 1064, WhatsApp, Facebook, email, and other channels. The goal was to replace informal intake processes with a structured helpdesk model backed by cloud telephony, ticketing systems, and analytics.

The project was implemented by Consultant Rajesh Kumar along with a team from ACB TG under the guidance of Ms. Shikha Goel, IPS in her stint as Director ACB, TG.


Key Design Features:

  • Cloud telephony integration for 1064 call routing, auto-recording, and IVR functionality.

  • Unified management of all complaints received via:

    • 1064 helpline

    • WhatsApp and Facebook

    • Email and website intake

  • Highlights
    • Policy level changes were brought in to ensure that all complaints that clear a particular threshold was directly brought to the attention of the Director (without having to go through multiple file approval layers)

    • Facility to route calls from other public-facing numbers to a single cloud bases telephony system.

    • Minimum infrastructure setup: 2 trained personnel, desktops with internet access, dedicated smartphones.

    • Complaint lifecycle tracking using form-based intake and dashboards (Zoho Analytics).

    • Data access controls with two-factor authentication and secure cloud storage protocols.

​​Counselling Management Portal [2024]

Greenfield CMS portal for Women Safety Wing
The Bharosa Society of the Telangana Police runs about 30 Domestic Violence Counselling Centres in the Greater Hyderabad Region. This greenfield initiative was completely set up, rolled out and initially managed by our Consultant Mr. Rajesh Kumar. As part of the automation agenda, a Counselling Management Portal was also conceptualized and developed through third-party software developers (Pixelvide). The project was initially rolled out under the supervision of Ms. Swati Lakra, IPS and further strengthened and expanded under the guidance of Ms. Shikha Goel IPS in their stints as Head of Women Safety Wing of the State Police.

This software was developed to streamline the functioning of Centres for Development and Empowerment of Women (CDEWs) — Telangana’s flagship intervention for providing structured family and domestic violence counselling services. The system supports counsellors, MIS teams, and programme managers with end-to-end case tracking, session documentation, and performance reporting.


Core Features:

  • Digital Case Lifecycle Management:
    Tracks each counselling case from intake to resolution with a unique ID, allowing for multiple sessions, status updates, and intervention pathways.

  • Session Documentation:
    Counsellors log counselling notes, legal referrals, and social support actions across individual, spousal, and family levels.

  • MIS Reporting Dashboards:
    Real-time case summaries and weekly resolution metrics managed by a centralized PMU MIS team.

  • Role-Based Access:
    Designed for receptionists, counsellors, programme heads, and MIS executives to operate securely across 30+ FCCs.


Project Impact [End 2024]:

  • Over 30,000 counselling sessions logged

  • 10,000+ domestic violence cases addressed

  • 41.5% resolution rate in marital counselling

  • 9.38/10 average satisfaction rating from beneficiaries


GovernanceFirst Contribution:

Rajesh Kumar supported operational workflow design, MIS structuring, HR documentation, and coordination frameworks that helped formalize the system under the Safe City Project umbrella.