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Two-Way Communication Implementation for Case Transfer from Dispatch App to USSD App

1. Overview

This document defines the requirements for implementing two-way communication between ERA’s Dispatch App and the USSD-based system for field responders. The goal is to allow responders to acknowledge case receipt and provide real-time updates on their status using the USSD interface, ensuring reliable communication even in areas with limited internet connectivity.

2. Objective

Enable two-way communication between dispatchers and responders via USSD to streamline case management and status updates in real-time.

Enhance field response coordination by allowing responders to send acknowledgments and updates directly through USSD codes.

Ensure communication reliability in scenarios where mobile data or smartphone apps are unavailable.

3. Key Features

Responder Status Updates via USSD: Responders can acknowledge case assignment and update their status (e.g., en route, case resolved) using predefined USSD codes.

Real-Time Updates to Dispatch App: Any updates or acknowledgments from responders are pushed to the Dispatch App in real-time for tracking.

Acknowledgment Notifications: Dispatchers receive immediate notifications once responders acknowledge a case or send updates.

Error Handling: Built-in logic for handling failed USSD transmissions and retries to ensure communication reliability.

4. User Roles

Dispatchers: Use the Dispatch App to assign cases and receive real-time updates from responders via USSD.

Responders: Use the USSD App to receive case details, acknowledge receipt, and send status updates through their mobile phones.

5. Flow Diagram

Dispatcher (Dispatch App)

| -> Assigns Case ->

| -> Sends Case to USSD Gateway ->

| -> Receives Acknowledgment/Update via USSD Gateway ->

Responder (USSD Interface)

| -> Receives Case Details on USSD ->

| -> Responds via USSD (Acknowledge/Update Status) ->

| -> Update Sent to Dispatch App via USSD Gateway

6. Technical Requirements

Dispatch App: The Dispatch App should trigger API calls to the USSD gateway when a case is assigned and handle real-time updates from the USSD gateway.

USSD Gateway: Manages the session, transmits case details to the responder, and relays updates back to the Dispatch App.

Responders’ USSD App: A USSD interface that allows responders to input status updates using simple numeric responses (e.g., “1” to acknowledge, “2” to update status).

7. Case Transfer and Communication Steps

Case Assignment:

Dispatcher assigns a case to a responder via the Dispatch App, triggering a push notification to the USSD gateway.

USSD Notification to Responder:

The USSD gateway formats and sends the case details to the responder’s mobile phone in a USSD session.

Responder Acknowledgment:

The responder acknowledges case receipt by selecting a predefined option (e.g., “1” for acknowledgment).

Status Update:

As the responder progresses, they can send status updates such as “en route” or “case resolved” by inputting a specific USSD code (e.g., “2” for en route, “3” for resolved).

Real-Time Updates to Dispatch App:

The USSD gateway sends the responder’s input back to the Dispatch App, updating the case status in real time.

Error Handling:

If the USSD session fails (due to network issues, etc.), the system retries the message delivery. If retries fail, the dispatcher is alerted to resend the case details.

8. Implementation Guide

Step 1: Integration with USSD Gateway

API Setup: Ensure the Dispatch App is integrated with the USSD gateway’s API for real-time data transfer when cases are assigned and status updates are received.

Define Response Codes: Set up predefined USSD codes that responders will use to send updates:

“1” = Acknowledge Case

“2” = En Route

“3” = Case Resolved

“4” = Request Additional Info

Step 2: Develop Two-Way Communication Flow

USSD Flow:

Initial screen: “Emergency Response: Case [Case ID]. Press 1 to acknowledge, 2 for updates.”

Status update screen: “Press 2 for en route, 3 for resolved.”

Dispatch App Logic:

Incorporate logic that changes case status based on the USSD response received. The dispatcher should be able to view real-time status changes within the app interface.

Step 3: Implement Error Handling

Retries for Failed USSD Sessions:

Configure retries if the USSD session fails due to poor connectivity or responder inactivity.

Fallback Alerts: If retries fail, notify the dispatcher to resend the case or contact the responder through alternative means.

Step 4: Testing and Quality Assurance

End-to-End Testing:

Test the entire flow of assigning a case, responder acknowledgment, and status updates under various network conditions to ensure reliability.

Field Tests:

Conduct field tests with responders to verify that USSD-based communication works smoothly and updates are accurately reflected in the Dispatch App.

9. Success Metrics

Acknowledgment Rate: Measure how often responders acknowledge cases within 2 minutes of assignment.

Update Accuracy: Track the accuracy of status updates and how quickly they reflect in the Dispatch App after a responder sends them via USSD.

USSD Session Success Rate: Monitor the success rate of USSD sessions, including retries, and ensure they perform well in low-connectivity scenarios.

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