The integration of adolescence SRH information and services, including HIV information, at the youth centers and health facilities.

The integration of adolescence SRH information and services, including HIV information, at the youth centers and health facilities. Somaliland's position makes it a destination of choice for a constant flow of displaced persons from south-central Somalia, as well as a transit point for migrants from east and central Africa attempting to reach the Gulf States, putting the region at a higher risk of HIV.

According to UNAIDS, Somalia's national HIV prevalence rate is 0.9 percent, significantly lower than its East African neighbours, but in Somaliland the infection level is slightly higher at 1.4 percent. Regional experts attribute this to a number of factors, including increased border traffic with neighbouring, higher-prevalence Ethiopia, as well as an emerging commercial port at Berbera, on the Red Sea, where UNAIDS estimated the prevalence rate at 2.3 percent.
Activists have criticized the Somaliland government's failure to finalize a national HIV/AIDS policy covering HIV awareness, treatment and care, which has been in draft form for two and a half years. However, according to UNAIDS, there is "a serious lack of understanding and awareness of basic information on HIV within Somali populations", which is why Shaqodoon with its technology experience established an IVR HIV/AIDS call center which is a mobile based technology that allows beneficiaries to call a three-digit short code (328) to access reliable information about the HIV/AIDS or directly call the commission through dedicated call agents to get referrals or other services provided by the commission and its partners.

The objective of this project was to develop an IVR-based call center system that allows callers to access a variety of different options and features including access to-up-to date information regarding what HIV/AIDS is, what causes, how to prevent it and any misconceptions people may believe about the virus. The callers are also to speak directly to a call center agent as well as leave a voice recording if an agent is not available to take the call.

System Development & System Design:

Before developing the system, Shaqodoon had designed how the system will appear online, store data, and how much user-friendly it will be by using user interface designing tools like Photoshop, Adobe XD and Balsamiq.

Figure 1: Sample Mock up Design-Dashboard

Dashboard:

Provides quick stats and the user a quick glimpse of the system activities.

Figure 2: An image of the system Dashboard

Feedback Processing:

The system currently allows the agents to process the calls coming through the web application by filling out a very interactive form with the required information.

Required Information are as follows:

*Figure 3: A screenshot of the Feedback Processing Form*

Voicemail

The system allows callers to leave 2 minute long voice message to the commission. Once a message is recorded, it is stored on the Feedback/Missed page. Here, the agents and users are able to listen to those audio clips and even download them.

Figure 4: A screenshot of the Voicemail received by the system

Reports

The system allows the user to generate data and report by CDR- Call Detail Report or simply by the Processed Feedback.

Figure 5: A screenshot of the reports page

However, after the finalization of the system setup and operationalization, a ground breaking launching event was conducted to let the wider community know more about the availability of this new IVR helpline. Besides, the event was attended by government officials including the DG of the ministry of youth, DG of the ministry of health, DG of the ministry of investment, and the DG of the national AIDS commission, representatives from the people living with Aids, religious leaders, social activists, media groups, women, youth and members from Shaqodoon and UNFPA. Then, there were some key note speeches which everybody mentioned that this new system will serve the community who are looking for a reliable information about the HIV/AIDS, referral centres and leaving voicemails to feedback the service provision of the commission of the AIDS.