Haqdarshak: Digitising Program Management for Scale, Accuracy & Accountability
How Haqdarshak leveraged the Zoho suite and custom-built systems to digitize order-to-invoice workflows and beneficiary onboarding, enabling real-time visibility, improved data accuracy, and stronger financial control at scale.
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Case at a Glance
Haqdarshak enables access to government and financial welfare schemes for underserved citizens by leveraging trained field agents, technology platforms, and corporate/government partnerships. The organisation has helped over 7 million beneficiaries receive entitlements and income-enhancing benefits across India.
As Haqdarshak scaled its programs rapidly between 2020–21 and 2023–24, two constraints threatened operational and financial sustainability:
- 1. Fragmented order-to-invoice workflow – Program, finance, and field teams worked with inconsistent milestone data, leading to delayed delivery, missed invoices, and cashflow challenges. Managing large multi-state projects became difficult without a unified system.
- 2. Inconsistent beneficiary data quality – Weak onboarding validations and limited deduplication resulted in inaccurate MIS data, slowing client reporting and affecting credibility with partners.
Haqdarshak addressed these challenges through a two-part digital overhaul:
- 1. Digitised order-to-invoice workflow using Zoho modules and custom integrations—bringing milestones, project tracking, invoicing, and expenses into one unified, automated system. This improved delivery visibility, ensured timely invoicing, and stabilised cashflows.
- 2. Revamped beneficiary onboarding by enhancing the Agent App with structured journeys, strong validations, and integration with the eligibility engine—resulting in cleaner data, reduced duplication, and reliable MIS for clients.
With large multi-state programs and a growing frontline workforce, Haqdarshak required:
Without this, both program delivery timelines and financial predictability were at risk. The impact was not operational alone - it influenced stakeholder trust, future business, and revenue stability.
Haqdarshak prioritised the two most mission-critical levers: financial control and data credibility.
Phase 1: Order-to-Invoice Digitisation
- Adopted Zoho suite for project, client, and invoice management.
- Integrated Zoho with internal systems to ensure end-to-end contract → milestone → invoice tracking.
- Automated linkage between project allocation and expense submission.
- Result: project managers were incentivised to keep milestones updated, leading to higher adoption.
Phase 2: Beneficiary Onboarding Workflow Transformation
- Upgraded digital journeys within the existing Agent App (instead of buying new platforms)
- Integrated onboarding with scheme discovery, eligibility engine, and service tracking.
- Introduced validations to reduce duplicate and incorrect entries.
Result: Stronger MIS reporting and higher trust among enterprise/government clients.
Implementation Approach
- Phased rollout (smaller geographies first → large projects next)
- Hands-on training, townhalls, and guided support for all employee cohorts
- Measurable adoption push by tying reimbursement claims to system usage
- Single business owner + single tech owner to ensure clarity and accountability
Full adoption took 8–10 months, with maximum uptake between months 3–5.
A More Predictable, Data-Driven Organisation
Technology Stack
| Tool | Used For | What It Enabled | Category |
|---|---|---|---|
| Zoho Suite | Project management, client tracking, invoicing, and expense management | End-to-end digitization of order-to-invoice workflows and improved cash flow visibility | Commercial |
| Custom Integrations + Agent App | Beneficiary onboarding, milestone tracking, and service workflows | Structured data capture, reduced duplication, and improved delivery tracking | Proprietary |
| Internal MIS Dashboards | Program monitoring and reporting | Real-time visibility and faster, cleaner client reporting | Proprietary |
| Eligibility Engine | Scheme matching and validation during onboarding | Improved beneficiary targeting and higher conversion accuracy | Proprietary |