Partner Onboarding Blueprint- DHURANDHAR

Partner Discovery & Lead Acquisition

Twelve acquisition channels feeding a single lead pool with AI-scored quality.

Lead Capture Fields

·Full name, mobile, alt mobile, email
·Current + permanent address with pincode geo-tagging
·DOB, gender, languages spoken
·Service categories (multi-select)
·Years of experience
·Availability windows + days/week

Lead Scoring (0–100)

·Experience years (× 4, cap 30)
·Category demand multiplier
·Geographic supply/demand gap
·Historical employment quality (NLP on text)
·Referrer trust score (cascade)
·Source channel conversion priors

Digital KYC Engine- 10 Verification Levels

Layered identity, address, biometric, criminal and fraud screening producing a 0–100 trust score.

Levels

·L1 Mobile OTP (Truecaller silent + SMS fallback)
·L2 Email OTP
·L3 Aadhaar- Offline XML / DigiLocker / UIDAI eKYC via Signzy/IDfy
·L4 PAN verification via NSDL
·L5 Face Match + Liveness- HyperVerge / FaceTec
·L6 Address verification- courier OTP + geo-tagged photo
·L7 Criminal background- court record API (Karza)
·L8 Police verification- state portals + offline workflow
·L9 Court case screening- eCourts + writ search
·L10 Blacklist + internal fraud DB cross-check

AI Fraud Detection

·Duplicate / synthetic identity clustering (face + name + device)
·Fake document detection (CNN + OCR consistency)
·Device fingerprinting + GPS spoof detection
·Shared bank account graph analysis
·Velocity anomalies on signups per geo / IP

Skill Assessment Engine- 7 Layers

Multi-modal evaluation from self-declaration to field audit, producing a Beginner→Master grade per category.

Layers

·Self-declared skills
·Digital MCQ assessment (adaptive)
·Video skill demo (AI-scored)
·Live assessor video evaluation
·Practical in-centre assessment
·Customer simulation (role-play)
·Field audit (mystery audit on first 5 jobs)

Output

·Grade per category × subcategory
·Competency matrix per partner
·Re-test cadence: 12 months or on customer complaint cluster
·Master grade unlocks premium pricing tier

Document Management System

Encrypted vault, masked rendering, automated expiry & renewal workflows.

Controls

·AES-256 at rest, TLS in transit, KMS-managed keys
·Field-level encryption on Aadhaar / PAN numbers
·Masked display by default (last 4 only)
·Expiry reminder T-30, T-15, T-7, T-1, T+1 (lockout)
·Auto-suspend on lapsed mandatory doc

Training & Certification Engine

10 mandatory modules + category specialisations. No go-live without certificate.

Modules

·Platform Orientation
·Customer Service
·Communication & Etiquette
·Grooming & Presentation
·Safety & PPE
·Ethics & Code of Conduct
·Service Standards
·Quality Standards
·Emergency Handling
·Complaint Handling

Delivery

·Video lessons (regional languages)
·Live trainer-led sessions (weekly cohort)
·AI tutor (Lovable AI- Gemini 2.5 Flash) for Q&A
·Module assessments + certification exam
·Pass mark 60%; 3 attempts; remediation track

Category Specialisation

Per-category KYC, assessment, training and compliance overlays.

Verticals

·Home services- Electrician, Plumber, Carpenter, Painter, Appliance tech
·Household- Maid, Cook, Caregiver, Driver
·Professional- Tutor, Consultant, Accountant
·Religious- Priest, Ritual specialist, Temple service provider

Per-category overlays

·Specialised KYC (e.g. driving licence + PSV badge for drivers)
·Specialised assessment (live cook test, mock puja)
·Specialised training (Satvik kitchen for cooks, child-safety for caregivers, Sanskrit recitation for priests)
·Specialised compliance (PSV, Shops & Establishments, FSSAI where applicable)

Partner Trust Score Engine

Single 0–100 score recomputed after every transaction. Drives matching, pricing, payouts.

Weights

·Identity Verification- 20%
·Skill Verification- 20%
·Training Certification- 15%
·Customer Ratings- 20%
·Attendance- 10%
·Complaint Ratio (inverse)- 5%
·Cancellation Ratio (inverse)- 5%
·Fraud Signals (inverse)- 5%

Behaviour

·Real-time recompute on every job close / customer rating / dispute resolution
·Decay model on inactivity (-2 per idle week beyond 4)
·Floor lift on training refresh / re-certification
·Score history retained 5 years for audit

Partner Ranking System- 6 Tiers

Bronze → Silver → Gold → Platinum → Diamond → Elite.

Promotion Criteria

·Rolling 90-day revenue
·Rolling 90-day average rating
·Job completion rate
·Customer retention (repeat %)
·Complaint level (must be < category median)
·Training compliance (mandatory refreshers up to date)

Demotion / Reset

·Two tier-downgrades trigger investigation
·Elite tier requires 12-month clean record + 4.85+ rating
·Insurance, healthcare, loyalty bonuses scale with tier

Financial Onboarding

Verified payout rails with fraud-resistant beneficiary management.

Verification

·Penny-drop bank verification (RazorpayX / Cashfree)
·PAN-name match
·GSTIN verification where applicable
·UPI handle reverse-lookup

Mechanics

·T+1 automated payouts to verified beneficiary
·Incentives, daily/weekly streak bonuses, referral rewards in same wallet
·Fraud blocks: account change cooling-off 72h + OTP + face match
·Tax- automated 194-O TDS / 194-H deduction & 26AS reconciliation

Uniforms, Tools & Brand Compliance

QR-tagged inventory; lifecycle from issuance to retirement.

Issuance

·Uniform sets (seasonal)
·Category toolkits
·Safety equipment (PPE, gloves, helmets)
·Branded ID card + lanyard

Tracking

·QR-tagged asset register
·Issue / return / damage / loss workflow
·Auto-deduction of damages from payout (capped + appealable)
·Random uniform audits via partner app selfie check

Deployment Engine

Right partner, right territory, right time.

Algorithms

·Service-area polygon mapping (S2 cells)
·Geo-fencing with strict + soft zones
·Territory assignment balancing supply / demand
·Demand forecasting (Prophet + LSTM)
·Capacity planning per pincode per hour

Deployment readiness

·KYC ≥ 8 of 10 cleared
·Skill assessment ≥ intermediate
·All 10 training modules certified
·Toolkit + uniform issued
·First-job mentor assigned

Performance Management

Operational metrics surfaced to partner, supervisor and ops.

KPIs

·Acceptance rate
·Completion rate
·Revenue / day
·Attendance / login compliance
·Average customer rating
·Repeat customer %
·Complaint ratio
·Escalation rate

Dashboards

·Partner self-view (mobile)
·Supervisor view (territory roll-up)
·Ops view (city / state / national)
·Anomaly alerts on metric breach

Customer Feedback Engine

Multi-axis rating + AI sentiment + auto-improvement loop.

Capture

·Star rating (overall)
·Sub-ratings- service quality, professionalism, cleanliness, communication
·Free-text review
·Photo evidence (optional)

Processing

·Sentiment analysis (Lovable AI · Gemini 2.5 Flash)
·Topic clustering on negatives
·Automated coaching nudges to partner
·Severity routing- minor → coaching, severe → investigation

Disciplinary Framework

Five-level escalation with documented SOPs and right to appeal.

Levels

·L1 Warning (auto-logged, partner ack required)
·L2 Mandatory remedial training
·L3 Temporary suspension (7 / 14 / 30 day)
·L4 Investigation (trust & safety case)
·L5 Permanent deactivation + blacklist entry

Governance

·Independent grievance committee
·48h SLA on appeal acknowledgement
·Audit trail immutable (append-only ledger)
·External legal review on L5 cases

Retention Engine

Reduce churn from category benchmark of 35% to <12% in year 2.

Benefits

·Tier-scaled incentives + streak bonuses
·Personal accident + health insurance from Silver
·Family healthcare from Gold
·Skill-upgrade subsidies (50–100%)
·Loyalty programme- milestone gifts, paid leave from Platinum

Career growth

·Apprentice → Pro → Mentor → Trainer → Franchise
·Internal mobility across categories
·Equity pool for Elite tier (post-Series C)

AI Operating System

Eight always-on models forming a closed optimisation loop.

Modules

·Fraud Detection (graph + anomaly)
·Skill Prediction (next-best-skill recommender)
·Attrition Prediction (gradient boost on behavioural features)
·Demand Forecasting (per pincode per hour)
·Earnings Prediction (partner-personalised)
·Partner Ranking (LTR model)
·Customer ↔ Partner Matching (multi-objective)
·Continuous policy optimisation (bandit on incentives)

Backend Architecture

Microservices on Lovable Cloud + TanStack Start; event-driven with Postgres + Kafka.

Services

·Auth · KYC · Verification · Assessment · Training · Certification · Partner Profile · Trust Score · Dispatch · Payments · Analytics · Fraud

Data

·Postgres (Supabase)- transactional
·ClickHouse- analytics warehouse
·Redis- hot cache + rate limit
·S3 / R2- document vault
·Kafka / Inngest- event bus for trust score recomputation, dispatch, audit

Admin Control Center

Role-based dashboards for Ops, Compliance, Training, Finance, T&S, Leadership, Franchise.

Surfaces

·Application review queue (KYC approvals)
·Compliance audit console
·Training cohort dashboard
·Payout & reconciliation
·Trust & safety case manager
·Leadership KPI tower
·Franchise sub-network view

Permissions

·Roles enforced via Postgres user_roles + has_role() security-definer function
·All admin actions logged to immutable audit trail
·PII access requires reason-for-access prompt + supervisor review

Automation Framework

Every recurring decision codified as a workflow.

Workflows

·KYC auto-approve when all 10 levels pass
·Verification auto-route when manual review needed
·Training reminder cadence
·Certification expiry & renewal
·Document expiry alerts → auto-suspend
·Fraud trigger → instant freeze + investigation case
·Inactivity decay & re-engagement sequence

Scalability

From 10k to 10M partners with predictable unit economics.

Scale tiers

·10k partners- single region, manual ops backstop, ₹2.5cr infra/yr
·100k partners- multi-region, 70% automated KYC approvals, ₹18cr/yr
·1M partners- 95% automated, AI ops co-pilots, ₹120cr/yr
·10M partners (incl. global Hindu diaspora)- sharded multi-tenant, ₹950cr/yr, <0.4% gross-take infra cost

Cross-cutting

·Cloud infrastructure- multi-AZ, blue/green deploys, disaster recovery RPO 5min RTO 30min
·Organisational structure- 4 verticals × 7 functions
·Hiring blueprint- 1 ops manager per 8k partners; 1 T&S analyst per 25k
·Risk, Data Governance, InfoSec, Compliance, Audit- ISO 27001 + SOC 2 Type II from year 2

The 20-phase ecosystem to onboard 10 million trusted partners.

Partner Discovery & Lead Acquisition

Channels

Lead Capture Fields

Lead Scoring (0–100)

Digital KYC Engine- 10 Verification Levels

Levels

AI Fraud Detection

Skill Assessment Engine- 7 Layers

Layers

Output

Document Management System

Categories

Controls

Training & Certification Engine

Modules

Delivery

Category Specialisation

Verticals

Per-category overlays

Partner Trust Score Engine

Weights

Behaviour

Partner Ranking System- 6 Tiers

Promotion Criteria

Demotion / Reset

Financial Onboarding

Verification

Mechanics

Uniforms, Tools & Brand Compliance

Issuance

Tracking

Deployment Engine

Algorithms

Deployment readiness

Performance Management

KPIs

Dashboards

Customer Feedback Engine

Capture

Processing

Disciplinary Framework

Levels

Governance

Retention Engine

Benefits

Career growth

AI Operating System

Modules

Backend Architecture

Services

Data

Admin Control Center

Surfaces

Permissions

Automation Framework

Workflows

Scalability

Scale tiers

Cross-cutting