UGC Service Platform
Production System
A high-traffic citizen service platform built with Core PHP and MySQL, enabling students to file undertakings, download PDFs, lodge and track complaints, and submit feedback. Handles college compliance reporting and provides comprehensive data export in PDF, CSV, and Excel formats.
Problem
Large-volume service requests (50K+ hits per day) requiring structured processing, role-based workflows, PDF generation, and reliable reporting across multiple departments.
Approach
Designed modular workflow components with clear separation between data ingestion, business logic, and reporting layers. Integrated APIs for mobile app support and call center data syncing. Used schema design supporting both transactional integrity and analytical queries.
Engineering Focus
Scale handling (50K+ hits/day), structured data flow, multi-format reporting, API integration, and maintainable codebase.
Architecture
Citizen Portal ──▶ REST APIs ──▶ Application Layer (Core PHP)
│
┌──────────────┼──────────────────┐
▼ ▼ ▼
MySQL DB PDF/CSV/Excel Gen Mobile App API
│ │
└────── Reporting ──────┘
System Specs
| Daily Traffic |
50K+ hits |
| Output Formats |
PDF, CSV, Excel |
| Integrations |
Mobile App, Call Center APIs |
| Users |
Students, College Admin |
Engineering Challenges
- Optimized MySQL joins for high-volume reporting queries across departments
- Handled concurrent PDF generation without resource exhaustion under load
- Designed role-based access for multi-department data isolation
UHBVN Complaint Management System
Workflow System
A multi-level grievance system built with Core PHP and MySQL, handling IVRS-registered complaints with automated escalation to the Saral portal. Processes more than 10K complaints daily with robust tracking and feedback loops.
Problem
High-volume complaint registration through IVRS requiring multi-level resolution tracking, automatic escalation workflows, user feedback collection, and efficient large-scale reporting.
Approach
Built role-driven lifecycle management with configurable escalation paths to government portals. Used database-level constraints alongside application logic for data integrity. Optimized with normalization and temporary tables for efficient large-data reporting.
Engineering Focus
Workflow automation, database optimization, data integrity, and reporting transparency across the grievance lifecycle.
Architecture
IVRS ──▶ Complaint Registration ──▶ Multi-Level Resolution
│
Escalation Engine
│
Saral Portal (Govt API Integration)
│
Feedback Loop & Closure
System Specs
| Daily Volume |
10K+ complaints |
| Escalation |
Automated to Saral Portal |
| Channels |
IVRS, Web, Mobile |
| SLA Tracking |
Multi-level with auto-escalation |
Engineering Challenges
- Normalized schema with temporary tables for large-scale reporting at 10K+/day
- Handled race conditions in concurrent complaint assignment workflows
- Built configurable escalation rules engine for multi-level SLA enforcement
Multi-Department Complaint Systems
Cross-Domain
Built complaint management platforms for PMJAY, UPSRTC, WHEELSEYE, and PRASAR BHARTI — each replicating core complaint tracking, feedback, reporting, and notification functionalities adapted to specific departmental workflows.
Problem
Diverse departments needing consistent complaint management capabilities, each with unique workflow rules and data requirements.
Approach
Replicated core functionality patterns across departments while adapting to specific workflow rules, data fields, and reporting needs. Ensured consistency in tracking, feedback, and notification mechanisms.
Engineering Focus
Pattern reuse, workflow adaptability, notification integration, and departmental customization.
Architecture
Common Core Platform
├── PMJAY Module
├── UPSRTC Module
├── WHEELSEYE Module
└── PRASAR BHARTI Module
(Shared: tracking, feedback, reporting, notifications)
System Specs
| Departments |
PMJAY, UPSRTC, WHEELSEYE, PRASAR BHARTI |
| Core Patterns |
Tracking, Feedback, Reporting, Notifications |
| Customization |
Per-department workflow rules & data fields |
Engineering Challenges
- Maintained consistency across department-specific workflow rule variations
- Adapted reporting engine to diverse data field requirements per department
- Ensured notification integration worked uniformly across all modules
Convoque — Call Center Management Suite
Call Center Platform
A full-featured call center management platform built with Laravel 12, spanning campaign dialing, predictive calling, custom form builder, CDSet management, real-time monitoring, and comprehensive reporting. Currently under active development.
Scope
Campaign management with lot/data upload, predictive and preview dialing modes, DID routing, trunk and extension groups, custom call script forms (CForm) tied to CDSets, disposition trees, DNC list management, voice file management with audio conversion, working hours and holiday calendars, action profiles with priority ordering, break management with group assignments, and role-based access control with Spatie permissions.
Architecture
Multi-tenant Laravel 12 application using Fortify for authentication, Spatie for fine-grained RBAC, Laravel Reverb for real-time WebSocket events (dial queue, popups), Horizon for queue management, Bootstrap for frontend, and phpoffice/phpspreadsheet for Excel/CSV reporting.
Engineering Focus
Modular architecture, real-time event handling, queue-driven processing, comprehensive RBAC, and building a production-grade system from the ground up.
Architecture
Campaign Manager ──▶ Predictive Dialer ──▶ CForm + CDSets
│ │
Disposition Trees Reverb Events
│ │
Horizon Queues ──────────▶ Real-Time Monitor
│
Spatie RBAC ──▶ Reporting Engine ──▶ CSV/Excel
System Specs
| Framework |
Laravel 12 |
| Real-time |
Laravel Reverb (WebSockets) |
| Queues |
Laravel Horizon |
| Auth |
Fortify + Spatie RBAC |
| Frontend |
Bootstrap |
Engineering Challenges
- Designed modular architecture with clean separation of campaign, dialing, and form subsystems
- Implemented real-time WebSocket events for live agent call monitoring
- Built configurable disposition trees with dynamic form rendering engine
SMS Automation Engine
Automation
A reliable SMS automation system built with Core PHP and MySQL to send templated messages across various projects. Supports multiple SMS servers with unique ID-based phone number locking to prevent duplicate sends.
Problem
Need for reliable bulk SMS dispatch across multiple projects with different templates, failure resilience, duplicate prevention, and full operational visibility.
Approach
Implemented multiple SMS server support with automatic failover, unique ID-based locking of phone numbers, configurable retry mechanisms for failed deliveries, and comprehensive logging of all sent messages and responses.
Engineering Focus
Multi-server support, ID-based deduplication, retry logic, and audit logging.
Architecture
Project A ──┐
Project B ──┼──▶ SMS Dispatcher ──▶ Server 1
Project C ──┘ │ Server 2 (Failover)
ID Locking Server 3 (Failover)
Retry Queue
Audit Log
System Specs
| Multi-Server |
Yes, with automatic failover |
| Deduplication |
ID-based phone number locking |
| Retry |
Configurable policies |
| Logging |
Full audit trail |
Engineering Challenges
- Implemented ID-based phone locking to prevent duplicate sends at scale
- Built automatic server failover without message loss during transport errors
- Designed configurable retry mechanism with audit trail for every delivery attempt
Email Automation Engine
Automation
An email automation system with similar architecture to the SMS Automator, utilizing different SMTP servers for email dispatch with retry logic and comprehensive logging.
Problem
Reliable bulk email communication with SMTP server diversity, failure handling, and delivery tracking.
Approach
Applied the proven SMS automator pattern to email dispatch, with SMTP server configuration, retry policies, and detailed delivery logging.
Engineering Focus
Pattern reuse, SMTP handling, process stability, and audit trail consistency.
Architecture
Projects ──▶ Email Dispatcher ──▶ SMTP Pool
Retry Logic Retry Queue
Audit Trail Delivery Log
System Specs
| Architecture |
Mirrors SMS Automator pattern |
| Transport |
Multiple SMTP servers |
| Retry |
Configurable policies |
| Logging |
Full audit trail |
Engineering Challenges
- Extended proven SMS automator pattern to email with SMTP-specific error handling
- Ensured audit trail consistency across both messaging channels
- Maintained process stability during high-volume bulk dispatch cycles