Introduction to Civic Tech Collective (CTC) and CMS

1. What is the Civic Tech Collective (CTC)?

• Civic Tech Collective (CTC) is the broader ecosystem that Indus Action has created to strengthen the connection between citizens and the government using technology.
• It brings together tools, processes, and partners to make access to welfare schemes and entitlements easier and more efficient.
• The Campaign Management System (CMS) is one of the key digital tools under CTC.

🔗 CTC link: https://ctc.indusaction.org/

2. What is the Campaign Management System (CMS)?

• CMS is Indus Action’s digital tool designed to:
  • Help teams manage outreach to citizens.
  • Track each citizen’s journey from eligibility check to benefit delivery.
  • Maintain structured data on campaigns, tasks, and statuses.

In simple terms:

CMS = A system that helps us systematically move a citizen from “might be eligible” to “has received the welfare benefit”.

3. End-to-End Citizen Journey (as explained in the video)

The first video explains the high-level workflow of how CMS fits into the larger CTC process:

1. Discovering Eligibility (Eligibility Engine)
   • The journey begins with checking whether a citizen is eligible for a particular scheme or welfare benefit.
   • This is done using Indus Action’s in-house built Eligibility Engine.
   • The Eligibility Engine compares citizen details against scheme rules to determine eligibility.
2. Reaching Out to Citizens (Calling Campaign using Exotel)
   • Once potential beneficiaries are identified, outreach is done through calling campaigns.

   • This is done using Exotel, a cloud telephony platform integrated into the process.
   • Through these calls, teams:
     • Inform citizens about the scheme or benefit.
     • Confirm interest and collect additional information if needed.
3. Supporting Documentation
   • After interest and eligibility are confirmed, teams help citizens with documentation:
     • Guiding them on what documents are needed.
     • Supporting them to arrange, upload, or submit documents.
   • This step ensures that administrative barriers do not stop the citizen from accessing their entitlements.
4. Ensuring Welfare Delivery
   • The final goal is to ensure that the welfare benefit is actually delivered to the citizen.
   • CMS helps track this journey so that:
     • No one falls through the cracks.
     • Each citizen’s status can be monitored and followed up.

This entire flow—from eligibility → outreach → documentation → benefit delivery—is supported and tracked using the CMS.

4. Modules under CMS

The first video also introduces the six main modules of the CMS. These are not shown in full detail here, but they are named and positioned as the building blocks of the system:

1. User Management
   • Managing users who have access to the CMS (e.g., staff, volunteers, partners).
2. Campaign Management
   • Creating and managing outreach or calling campaigns.
3. Task Management
   • Assigning and tracking tasks related to citizens, documentation, follow-ups, etc.
4. Status Management
   • Defining and tracking different stages in the citizen’s journey (e.g., “Eligible”, “Documents Pending”, “Benefit Delivered”).

5. Bulk Upload
   • Uploading large sets of data (e.g., citizen lists, beneficiary data) into the system at once.
6. Report Generation
   • Generate reports to monitor performance, track progress, and support decision-making.

In Video 1, these modules are introduced at a conceptual level. The detailed navigation of each module will be covered in later videos and in corresponding sections of this document.