Huduma presentation

• An Non Governmental Organization

(NGO) that has a technology program

that aims at strengthening Citizen’s

and Civil Society capacities in the

Strategic use of technology.

Huduma is a collaborative platform &Strategy for the improvement of servicesbased on voices of citizens.

It provides communities (especially ruraland urban poor) with the possibility ofengaging the centralgovernment, parliamentarians and localauthorities: on service delivery & resourcemanagement based on peoples needs.

Offers government, parliamentarians andlocal authorities, a direct feedback &dialogue avenue on their performance from

the citizenry.

• Recognize the unique reality of the our

context (no ctrl-c /ctrl-v). Technology needs to

respond and adapt to the requirements of

the people;

• Need to break the mind constructs around

technology as the “magic pill” to solve all

problems;

• Debunk the myth that we are not only

consumers of “information technology” but

also innovators and producers of

knowledge;

• Beyond the “wow”: Accessibility, Simplicity

& Utility.

“People first”• to improve service delivery by providing simple

technology/media based tools and channels to amplifying citizen’s concerns, displeasures, complaints,

suggestions & praises (or good practices) as a means to hold duty bearers accountable to their commitments

• Leverage GSM/Web based technology as a means of increasing citizen’s negotiating power and further

inspire synergies (that promotes collective responsibility & commonality of Purpose) amongst stakeholders (Citizen’s,

Governments, Civil Society, UN & Private Sector)

• purpose of the action is to capture the imagination and interest

of citizens to act on their own to make a difference, to

demand accountability and better services from service providers through effective and trusted channels.




the people;



problems;




knowledge;


& Utility.

“People first”

Citizen’s can effect meaningful change through

engagement

• Need for an effective means of measuring performance &enforcing transparency & accountability of service providersbased on the Voices of Citizens.

• Huduma offers an opportunity to amplify unheardvoices, increase public awareness, and by so doing, generatecollective action and bottom up pressure for change.

• Collective action by citizens in the improvement of servicedelivery ultimately leads to the enhancement of quality of life




the people;



problems;




knowledge;


& Utility.

“People first”

• It focuses specifically on demanding for servicesin the daily lives, e.g. fixthat pothole,fixmystreetlight, fixmyclinic (medicines, nodoctors), fixmyschool (absent teachers,textbooks, leaking roof, lack of birth attendants).

• It personalizes the demand for services

and empowers the individual citizen to act and

turn information into action. By increasingthe channels for citizens to demand services,

the action is innovative in its approach in that it

connects the citizens directly withservice providers through evidence as

credible feedback.




the people;



problems;




knowledge;


& Utility.

“People first”

HUDUMA: WEB PORAL • (Geo-tagging) Map with

categories (Health, Water

etc having different dots);

• Timeline indicating

response times;

• Bubble with location

names getting bigger

depending on veracity of

problems reported (needs

response);

• Flagging: of actions with

delayed response (red) &

(green) for notable

efficiency.

• Budget Layer: tagging

project, concerns with

budget information

HUDUMA: WEB PORAL

HUDUMA: WEB PORAL

Huduma: Service provider dashboards• Service provider with ID

and login;

• Incorporates

visualization tools

(graphs, red flags, green

flags etc)

• Provider able to pick a

problem and act;

• Provider able to add

comment after fixing a

problem e.g. temporarily

fixed due to budgetary

constraints;

• New ways & indicators

of measuring

performance (based on

people’s voices)




the people;



problems;




knowledge;


& Utility.

“People first”• A citizen sends an SMS to 3018 e.g. no skilled birth attendant; Auto responder

sends to citizen “thank you for reporting, we will get back to you shortly”

• The SMS is then forwarded to a server that checks it for two variables (or key

words) corresponding to location of problem (place) and theme (health,

water, education & social infrastructure);

• If an SMS lacks “location” and “theme” then an SMS is automatically sent back

requesting for more details; “please send details & location of problem”

• Complete reports are routed to thematic dashboards e.g. Health dashboard; “no

birth attendant in Nyamira District hospital, Ngumo”;

• Ministry of health official receives report on dashboard & alert via SMS. When

the official picks the problem, Automatic alert goes to citizen “problem being

fixed, normal duration is forty eight hours”;

• When problem is fixed . Ministry official records on dashboard, automatic

response to citizen “your problem has been fixed, please verify by SMS or

MMS (photo, video)”

SMS 3018: No medicine, no

nurse at Nyamira

hospital, am tired of

this!

Category:Health, Water, Edu, I

nfrastructure

Location

Translation Verification,

forwarding

Please provide location or

more info

Service Delivery: HUDUMA Model

VERIFY

The mobile phone provides the best means for citizens to report

anonymously due to its cost, accessibility and security .

Recent election monitoring (www.uchaguzi.co.ke) exercise by SODNET

and USHAHIDI received reports from all corners of the Country, confirming

100% network coverage by all providers. Safaricom, Zain (Airtel), YU

(ESSAR) and Orange.

Huduma will also leverage on radio, print media and innovative advertising

using in-store digital media, newspapers, community

media, advertisements on everyday product packs (detergent, milk cartons)and church/mosque announcements.

http://www.uchaguzi.co.ke/







• technology is not a “magic pill” to solve all problems;

• Recognize the unique reality of the our context (no ctrl-c /ctrl-v). Technology needs to respond and adapt to the requirements of the people (esp. on scale-up);

• Defining our futures: the future of Africa, especially in technology cannot be the Present Western technology context; refusing the logic of “catching up”;

• Beyond the “WOW”: Tools recognizes that it has to be accessible, simple & useful.

• African’s are not only consumers of “information” but are innovators and producers of knowledge;

“People first”

• Recognize the unique reality of the

our context (no ctrl-c /ctrl-v). Technology

needs to respond and adapt to the

requirements of the people (esp. on

scale-up);

• technology is not a “magic pill” to

solve all problems;

• Beyond the “WOW”: Tools recognizes

that it has to be accessible, simple &

useful.

“People first _ scale up”

…redesigned to aggregate state, non-state, off budget funds..

Huduma presentation

Education