• 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 fromthe citizenry.
“People first”• • Recognize the delivery by providing simple our to improve service unique reality of the technology/media based tools and channels to context (no ctrl-c /ctrl-v). Technology needs to amplifying citizen’s concerns, displeasures, complaints, respond and adapt to practices) as a means to holdof suggestions & praises (or good the requirements duty the people; bearers accountable to their commitments• • Need to break the based technology as a means of Leverage GSM/Web mind constructs around technology as the “magic pill” power and further increasing citizen’s negotiating to solve all inspire synergies (that promotes collective responsibility & problems; commonality of Purpose) amongst stakeholders (Citizen’s, Governments, Civil Society, UN & Private Sector)• Debunk the myth that we are not only • consumersaction is to capture technology” but interest purpose of the of “information the imagination and alsocitizens to act on their own to make a difference, to of innovators and producers of demand accountability and better services from service knowledge; providers through effective and trusted channels.• Beyond the “wow”: Accessibility, Simplicity & Utility.
“People first”• Recognize the unique reality of the our Citizen’s can effect meaningful change to context (no ctrl-c /ctrl-v). Technology needs through engagementadapt to the requirements of respond and the people; • Need for an effective means of measuring performance & enforcing transparency & accountability of service providers• Need to break the mind constructs around based on the Voices of Citizens. technology as the “magic pill” to solve all • Huduma offers an opportunity to amplify problems; unheard voices, increase public awareness, and by so doing, generate• Debunk the myth that we are not only change. collective action and bottom up pressure for • Collective action “information technology” but of service consumers of by citizens in the improvement delivery ultimately and producers of also innovatorsleads to the enhancement of quality of life knowledge;• Beyond the “wow”: Accessibility, Simplicity & Utility.
“People first”• Recognize the unique reality of the our context (no specifically on demanding for services • It focuses ctrl-c /ctrl-v). Technology needs to respond and adapt to thefixthat pothole, in the daily lives, e.g. requirements of fixmystreetlight, fixmyclinic (medicines, no the doctors), fixmyschool (absent teachers, people; textbooks, leaking roof, lack of birth attendants).• Need to break the mind constructs around technology as the the demand ” to solve all • It personalizes “magic pill for services and empowers the individual citizen to act and problems; turn information into action. By increasing• Debunkchannels for citizens to demand only the the myth that we are not services, the action is innovative in its approach in that it consumersthe “information technology” but connects of citizens directly with also innovators and producers of service providers through evidence as knowledge; feedback. credible• Beyond the “wow”: Accessibility, Simplicity & Utility.
“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;• 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.
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: 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)
“People first”• • Recognize the unique reality of the birth attendant; Auto responder A citizen sends an SMS to 3018 e.g. no skilled our context (no ctrl-c /ctrl-v). Technologywill get back to you shortly” sends to citizen “thank you for reporting, we needs to • respond and adapt to to a requirements for The SMS is then forwarded the server that checks it of two variables (or key words) corresponding to location of problem (place) and theme (health, the people; water, education & social infrastructure);• • NeedSMS lacks “location” and “theme” thenaround is automatically sent back If an to break the mind constructs an SMS requesting for more details; “please send details & location of problem” technology as the “magic pill” to solve all • problems; Complete reports are routed to thematic dashboards e.g. Health dashboard; “no birth attendant in Nyamira District hospital, Ngumo”;• • Debunk of health official receives report on dashboard & alert via SMS. When Ministry the myth that we are not only consumers of “information technology” to citizen “problem being the official picks the problem, Automatic alert goes but fixed, normal duration is forty eight hours”; also innovators and producers of • knowledge; is fixed . Ministry official records on dashboard, automatic When problem response to citizen “your problem has been fixed, please verify by SMS or MMS (photo, video)”• Beyond the “wow”: Accessibility, Simplicity & Utility.
Service Delivery: HUDUMA ModelSMS 3018: Category:No medicine, no Health, Water, Edu, Inurse at Nyamira nfrastructurehospital, am tired of Locationthis! Translation Verification, forwarding Please provide location or more info VERIFY
The mobile phone provides the best means for citizens to reportanonymously 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.
“People first” “People first _ scale up”• technology is not a “magic pill” to solve all• Recognize the unique reality of the problems; our context (no ctrl-c /ctrl-v). Technology• Recognize the unique reality of the our context needs to respond and adapt respond (no ctrl-c /ctrl-v). Technology needs to to the and adapt to the requirements of the people (esp. requirements of the people (esp. on on scale-up); scale-up);• Defining our futures: the future of Africa,• especially in technology “magicthe Present technology is not a cannot be pill” to Western technology context; refusing the logic of solve all problems; “catching up”;• Beyond the “WOW”: Tools recognizes• Beyond the “WOW”: Tools recognizes that it has to be it has to be accessible, simple & that accessible, simple & useful. useful.• African’s are not only consumers of “information” but are innovators and producers of knowledge;
…redesigned to aggregate state, non-state, off budget funds..