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David presented several innovative technologies using simple low-cost cell phones. However he warns of the dangers of only focusing on the new technology and not paying sufficient attention to what the data gets used for, how the provision of data can actually change the dynamics of the supply of services, how reliable the data is and who will continue to provide it once once the novelty value of the technology has worn off.
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By mid-2013 more Africans will have a mobile phone subscription than access to an improved water source
(Foster et al., 2012a)
In Zambia, Tanzania and Kenya After installing digital monitoring
systems coverage rates in urban areas were significantly revised.
Before: coverage rates were being reported at around 90% (across these three countries).
After: rates were reported at solely 47%
(GIZ 2009)
Lett
er
Lett
er
Fax
Fax
Em
ail
Em
ail
Cellp
hon
eC
ellp
hon
e
Speed
CostMultiple recipientsArchive
Low barrier to entryPhotoGPS
What’s driving this?
CallCall
SMSSMS
USSDUSSD
Internet
Photo
GPS
Database
Apps
Normal Smart
2 day workshop@ 40 people
co-hosted by SeeSaw and the University of Cape Town
explored ICT-related trends and challenges in both the WASH & health sectors.
Map
Table
ReportersActivity
Laptop Tablet Phone PC
Smartphone
Normal phone
NGOs Donors Other ‘external’ actors
Information back to the community for discussion and debate
Local Government & other bodies
Capture
View
Action
Map
Table
ReportersActivity
Laptop Tablet Phone PC
Smartphone
Normal phone
NGOs Donors Other ‘external’ actors
Information back to the community for discussion and debate
Local Government & other bodies
Capture
View
Action
Map
Table
ReportersActivity
Laptop Tablet Phone PC
Smartphone
Normal phone
NGOs Donors Other ‘external’ actors
Information back to the community for discussion and debate
Local Government & other bodies
Capture
View
Action
Map
Table
ReportersActivity
Laptop Tablet Phone PC
Smartphone
Normal phone
NGOs Donors Other ‘external’ actors
Information back to the community for discussion and debate
Local Government & other bodies
Capture
View
Action
Or to fieldworrkers
One - Offs
Repeated
Staff
Crowd
One Way
Two Way
One - Offs
Repeated
Staff
Crowd
One Way
Two Way
One - Offs
Repeated
Staff
Crowd
One Way
Two Way
Wide Experience
Kenya
Tanzania
Tanzania
India
Madagascar
Kenya
Map
Table
ReportersActivity
Laptop Tablet Phone PC
Smartphone
Normal phone
NGOs Donors Other ‘external’ actors
Information back to the community for discussion and debate
Local Government & other bodies
Capture
View
Action
Map
Table
ReportersActivity
Laptop Tablet Phone PC
Smartphone
Normal phone
NGOs Donors Other ‘external’ actors
Information back to the community for discussion and debate
Local Government & other bodies
Capture
View
Action
One - Offs
Staff
One Way
One - Offs
a SeeTell Reportcovering the period
Fri 10 May 2013 in WeekSat 11 May 2013 19 of 2013Sun 12 May 2013
Staff Reporting:19/c/#1 Peter reported "I am in Zanzugu" from 233217564787 on Fri 10 May at 10:2119/c/#2 Wahab reported "I am in Cheko" from 233220819452 on Fri 10 May at 11:5619/c/#3 Shak reported "I am in Tijo" from 233257710367 on Fri 10 May at 11:5919/c/#7 Peter reported "I am in Kpanayili" from 233274263071 on Sun 12 May at 10:4819/c/#8 Wahab reported "I am in Gidantru" from 233276840456 on Sun 12 May at 14:13
Entrepreneur Reporting:19/c/#9 Neipegu reported "All is well" from 233206669643 on Fri 10 May at 08:34
19/c/#10 Tohnayili reported "All is well" from 233209924308 on Fri 10 May at 08:5719/c/#11 Zanzugu reported "I need more chlorine" from 233246815223 on Fri 10 May at 09:1419/c/#12 Kurugu Vohoyili reported "All is well" from 233247642559 on Fri 10 May at 09:2619/c/#15 Cheko reported "I need more buckets" from 233263367927 on Fri 10 May at 10:5619/c/#16 Kpalung reported "All is well" from 233265945312 on Fri 10 May at 11:1919/c/#17 Tijo reported "There is a problem with the tank" from 233542647885 on Fri 10 May at 11:2719/c/#18 Kpalguni reported "All is well" from 233241507796 on Fri 10 May at 11:4219/c/#19 Libi reported "All is well" from 233546909391 on Fri 10 May at 12:1219/c/#22 Bogu reported "All is well" from 233546808563 on Sat 11 May at 09:0819/c/#23 Buhjaa reported "I need more buckets" from 233248753683 on Sat 11 May at 09:5719/c/#24 Djelo reported "I need more chlorine" from 233509962389 on Sat 11 May at 11:3919/c/#25 Gariezegu reported "All is well" from 233217301538 on Sat 11 May at 12:4019/c/#26 Gbandu reported "All is well" from 233220556203 on Sat 11 May at 13:34
a SeeTell Reportcovering the period
Fri 10 May 2013 in WeekSat 11 May 2013 19 of 2013Sun 12 May 2013
Staff Reporting:19/c/#1 Peter reported "I am in Zanzugu" from 233217564787 on Fri 10 May at 10:2119/c/#2 Wahab reported "I am in Cheko" from 233220819452 on Fri 10 May at 11:5619/c/#3 Shak reported "I am in Tijo" from 233257710367 on Fri 10 May at 11:5919/c/#7 Peter reported "I am in Kpanayili" from 233274263071 on Sun 12 May at 10:4819/c/#8 Wahab reported "I am in Gidantru" from 233276840456 on Sun 12 May at 14:13
Entrepreneur Reporting:19/c/#9 Neipegu reported "All is well" from 233206669643 on Fri 10 May at 08:34
19/c/#10 Tohnayili reported "All is well" from 233209924308 on Fri 10 May at 08:5719/c/#11 Zanzugu reported "I need more chlorine" from 233246815223 on Fri 10 May at 09:1419/c/#12 Kurugu Vohoyili reported "All is well" from 233247642559 on Fri 10 May at 09:2619/c/#15 Cheko reported "I need more buckets" from 233263367927 on Fri 10 May at 10:5619/c/#16 Kpalung reported "All is well" from 233265945312 on Fri 10 May at 11:1919/c/#17 Tijo reported "There is a problem with the tank" from 233542647885 on Fri 10 May at 11:2719/c/#18 Kpalguni reported "All is well" from 233241507796 on Fri 10 May at 11:4219/c/#19 Libi reported "All is well" from 233546909391 on Fri 10 May at 12:1219/c/#22 Bogu reported "All is well" from 233546808563 on Sat 11 May at 09:0819/c/#23 Buhjaa reported "I need more buckets" from 233248753683 on Sat 11 May at 09:5719/c/#24 Djelo reported "I need more chlorine" from 233509962389 on Sat 11 May at 11:3919/c/#25 Gariezegu reported "All is well" from 233217301538 on Sat 11 May at 12:4019/c/#26 Gbandu reported "All is well" from 233220556203 on Sat 11 May at 13:34
a SeeTell Reportcovering the period
Fri 10 May 2013 in WeekSat 11 May 2013 19 of 2013Sun 12 May 2013
Staff Reporting:19/c/#1 Peter reported "I am in Zanzugu" from 233217564787 on Fri 10 May at 10:2119/c/#2 Wahab reported "I am in Cheko" from 233220819452 on Fri 10 May at 11:5619/c/#3 Shak reported "I am in Tijo" from 233257710367 on Fri 10 May at 11:5919/c/#7 Peter reported "I am in Kpanayili" from 233274263071 on Sun 12 May at 10:4819/c/#8 Wahab reported "I am in Gidantru" from 233276840456 on Sun 12 May at 14:13
Entrepreneur Reporting:19/c/#9 Neipegu reported "All is well" from 233206669643 on Fri 10 May at 08:34
19/c/#10 Tohnayili reported "All is well" from 233209924308 on Fri 10 May at 08:5719/c/#11 Zanzugu reported "I need more chlorine" from 233246815223 on Fri 10 May at 09:1419/c/#12 Kurugu Vohoyili reported "All is well" from 233247642559 on Fri 10 May at 09:2619/c/#15 Cheko reported "I need more buckets" from 233263367927 on Fri 10 May at 10:5619/c/#16 Kpalung reported "All is well" from 233265945312 on Fri 10 May at 11:1919/c/#17 Tijo reported "There is a problem with the tank" from 233542647885 on Fri 10 May at 11:2719/c/#18 Kpalguni reported "All is well" from 233241507796 on Fri 10 May at 11:4219/c/#19 Libi reported "All is well" from 233546909391 on Fri 10 May at 12:1219/c/#22 Bogu reported "All is well" from 233546808563 on Sat 11 May at 09:0819/c/#23 Buhjaa reported "I need more buckets" from 233248753683 on Sat 11 May at 09:5719/c/#24 Djelo reported "I need more chlorine" from 233509962389 on Sat 11 May at 11:3919/c/#25 Gariezegu reported "All is well" from 233217301538 on Sat 11 May at 12:4019/c/#26 Gbandu reported "All is well" from 233220556203 on Sat 11 May at 13:34
& various ways of geo-locating even missed calls
Map
Table
ReportersActivity
Laptop Tablet Phone PC
Smartphone
Normal phone
NGOs Donors Other ‘external’ actors
Information back to the community for discussion and debate
Local Government & other bodies
Capture
View
Action
Repeated
Staff
Crowd
One Way
Two Way
Web SMS Email Facebook Twitter Mxit USSD
Map
Table
ReportersActivity
Laptop Tablet Phone PC
Smartphone
Normal phone
NGOs Donors Other ‘external’ actors
Information back to the community for discussion and debate
Local Government & other bodies
Capture
View
Action
Repeated
Crowd
Two Way
Cape-Town based Focus: ICT & WASH services
1.Advice2.Training
3.Software
“ very interested not just in the technology, but how and why it gets used “
11/2 day training course @ 20 people
ICT-related trends and challenges
Discussed potential use of ICT in delegated
regulation
More data (on its own)
=Better Results
Too often the tools & the ability to collect data in a different way is the focus
Not sufficient attention to:1. what the data gets used for
2. how the provision of data can actually change the dynamics of the situation
3. how reliable the data is
4. who will continue to provide it once novelty value has worn off.
Yet design system to local context •just transplanting a system from one context to a new environment is generally troublesome.
> Won’t send SMS
> May Send SMS
> May phone
landline or come to
meeting
Only then see whether ICT systems can generate
- additional- better or - faster information
(and get it to where it is needed)
Before asking
What system?
come a range of other questions that people making decisions about using ICT need to ask
Hierarchy of questions to ask in developing a new ICT system (SeeSaw, 2013)
What system is appropriate to local
conditions?
Apr 2013 Regulatory conference
Improving regulatory processes by harnessing ICT
linear and closed flow of information
new ICT tools allow radical changes
Water services:can become a
vicious circle
Weak finances
Weak finances
Weak finances
Weak finances
Deterioration of assets
Deterioration of assets
Poor servicesPoor services
Weak finances
Weak finances
Deterioration of assets
Deterioration of assets
`
Poor servicesPoor services
Customer dissatisfaction
Customer dissatisfaction
Weak finances
Weak finances
Deterioration of assets
Deterioration of assets
`
Poor servicesPoor services
Customer dissatisfaction
Customer dissatisfaction
Low revenue collection
Low revenue collection
Weak finances
Weak finances
Deterioration of assets
Deterioration of assets
`
Weak finances
Weak finances
Poor servicesPoor services
Customer dissatisfaction
Customer dissatisfaction
Low revenue collection
Low revenue collection
Weak finances
Weak finances
Deterioration of assets
Deterioration of assets
`
Low revenue collection
Low revenue collection
Customer dissatisfaction
Customer dissatisfaction
Poor servicesPoor services
Deterioration of assets
Deterioration of assets
Weak finances
Weak finances
Poor servicesPoor services
Customer dissatisfaction
Customer dissatisfaction
Low revenue collection
Low revenue collection
Weak finances
Weak finances
Deterioration of assets
Deterioration of assets
`
Our roles is to help
others use ICT ...
... as a tool to create a
virtuouscircle
Better revenue
collection
Better revenue
collection
Strong finances
Better revenue
collection
Strong finances
Investment in new assets
Quality services at a
fair price
Better revenue
collection
Strong finances
Investment in new assets
`
Quality services at a
fair price
Customer Satisfaction
Better revenue
collection
Strong finances
Investment in new assets
`
Quality services at a
fair price
Customer Satisfaction
Better revenue
collection
Strong finances
Investment in new assets
`
Better revenue
collection
How ICT offerings can address a range of challenges facing water utilities
Driver of poor performance Current situation in urban Africa
Potential ICT offerings
Mobile payments
SMS billing info
SMS operational info
Mobile meter reading app
Poor services • 19 hours of supply per day• One in eight samples pass chlorine test• Standpipe prices marked-up by factor of 3 to 4
Customer dissatisfaction
• 78 complaints per 1000 customers• 46% of people think water services are handled ‘very badly’
or ‘fairly badly’
Low revenue collection
• Under-collection of bills costs US$500m a year• Collection ratio of 80%• Half of utilities have collection ratios below 50%
Weak finances• Half of African utilities fail to recover operating costs
Deterioration of assets
• 35% of water lost, at a cost of US$400m a year• Between 1 and 5 pipe bursts per km per year• One in five public standpipes are non-functional
(Sattler & Schaub-Jones, 2012)
Regulators
Customers Providers
1998 Google founded2004 Facebook launched2007 M-Pesa created2008 More people access
internet on cellphones than PCs2008 First android phone ships2010 iPad launched
..... rather than ‘no data available’
A new issue? too much information, lack of relevant information
Qs/ what information to collect? from whom and how often ?
4Key lessons
Can pay for itself quite quickly •efficiency gains •costs saved
> A four country study that examined the development of mobile water payment systems across Kenya, Tanzania, Uganda and Zambia.
> The Ugandan water utility NWSC reports that monthly revenues have increased an average of 33 percent since offering the new payment system.
Hope et al, Oxford University 2011
Above all pay close attention to the incentives of key stakeholders
•those that need to adopt the system,•those whose inaction can block it &•those who will resist change altogether.