Under the Covid Vaccination drive, the Government of India is using ‘Rapid Assessment System (RAS)’, a platform developed by Ministry of Electronics & IT (MeitY) for taking feedback from those who get vaccinated. This initiative to utilize RAS platform is aimed at improving the vaccination experience for citizens, while ensuring that all norms are being followed during the vaccination process at all vaccination centres.

This feedback system will help the Government to make the vaccination process more citizen-friendly. RAS platform has already sent out around 6.2 lakh SMSes to all those who have been vaccinated in a short span of 4 days.

The following process has been put in place to collect feedback on vaccination experience.
Registered mobile numbers and names of those vaccinated on a day are sent to RAS system by Co-WIN platform at midnight. RAS system prepares a unique URL for feedback questions and sends personalized SMSs to all beneficiary of that day. SMS contains the name of the person, dose (first/ second), and a unique URL. The sender ID used for SMS is “GOVRAS”. One of the sample SMS is as below:

AX-GOVRAS

“Dear ABC, You have been vaccinated with first dose of COVID-19. This message is from Union Ministry of Health and Family Welfare for obtaining your feedback on COVID -19 vaccination. You may provide your feedback by clicking on the URL”

When a user clicks on the given URL mentioned in SMS, a feedback form opens showing Co-WIN logo, date and place of vaccination, dose (first/ second) and names of all those for confirmation, who got vaccinated. Once the user confirms for vaccination against one of the names, the following questions are asked:

Q1. Was social distancing maintained at the vaccination site? (Y/N)

Q2. Did the staff inform you about the vaccination process and gave vaccine properly? (Y/N)

Q3. Were you informed about the adverse effects following immunization? (Y/N)

Q4. Were you asked to wait for 30 minutes post vaccination for monitoring any adverse event? (Y/N)

Q5. Were you satisfied with the overall experience of vaccination? (Y/N)

If the user does not give the feedback against SMS within 24 hours, an outbound call is made from “1921” seeking feedback as above. The flow of call is as below:

S.No	Prompt Name	Script
	Welcome prompt for Dose 1/2 (part1)	Dear
	Welcome prompt for Dose 1/2 (part2)	This call is from Union Ministry of Health and Family Welfare for obtaining your feedback on COVID -19 vaccination. We have been informed that 1st dose of your vaccination has been done on <date>
	Welcome prompt for Dose 1/2 (part3)	At <place>
	Question 1	Have you been vaccinated? If yes press 1 or If no press 2
	Additional Feedback	Please help us with some additional feedback (only if 1 pressed in Q 4)
	Question 2	Was social distancing maintained at the vaccination site? If yes press 1 or If no press 2
	Question 3	Did the staff inform you about the vaccination process and gave vaccine properly? If yes press 1 or If no press 2
	Question 4	Were you informed about the adverse effects following immunization? If yes press 1 or If no press 2
	Question 5	Were you asked to wait for 30 minutes post vaccination for monitoring any adverse event? If yes press 1 or If no press 2
	Question 6	Were you satisfied with the overall experience of vaccination? If yes press 1 or If no press 2
	Wrong Input	You have provided wrong input. Please try again
	No Input	You have provided no input. Please try again
	Thank you	Thank you for participating in the survey. Stay at home and be safe.

About Rapid Assessment System (RAS):

National e-Governance Division, Ministry of Electronics & IT,  developed Rapid Assessment System (RAS) for online instant feedback for e-services (online as well as offline through counters) delivered by the Government of India and State Governments. The main objective of RAS is to continuously assess the quality of eServices, through feedback, under each e-Governance project and realign processes to achieve targeted benefits. RAS interface prompts the citizens to provide feedback about the quality of service immediately after the citizen avails an eService of the Government. The analytic features of RAS help integrated departments in system improvement and better delivery of services.

Website: https://ras.gov.in/

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