The document discusses designing an interactive voice response system for Somaliland to connect citizens and government. It begins with background on Somaliland's political system and context. It then discusses the original concept of a "C-SPAN for Somalia" to televise parliamentary sessions. However, due to low literacy and oral traditions, an IVR system using mobile phones is proposed instead. The document outlines challenges in deployment and lessons learned, such as the need for political will and usability testing.

1. Presentation Structure
 Background and context.
 Design, and preliminary results.
 Deployment challenges.

2. Quotes
"The primary problem of politics is the lag in the development
of political institutions behind social and economic change."
Samuel P. Huntington, Political Order in Changing Societies, 1968
The traps of hallow democracy: [democracy without reliable
institutions and empowered citizens], I believe that the
flames of democracy can be extinguished by slow political
erosion.
 Freed Zakaria The Future of Democracy and Freedom

4. Research Objectives
 Learn about social media role in politics
in emerging democracies.
 See how new technologies can add to
transparency and increased interests in
discussing policymaking.

5. Practical Objectives
 Improve communication of the SL government.
 Reduce misinformation in Somaliland, and better inform
the people about Gov’ activities.
 To establish trusted source of news from the government
to the public, especially in case of emergency.
 Empower citizens and reach people in remote areas in
SL and gather feedback.
 Interest young people in participating political process.

6. Somaliland vs. Somalia
 SL was colonized by
England, June 1960.
 Somalia by Italy, 1960.
 Joined to form Somalia.
 Military coup in 1969.
 Marxist: political and
economic deterioration.
 Split in 1991.

7. Organic Democracy
 Somaliland is relatively stable and functioning democracy.
 Mixture of modern & traditional political organizations:
 Upper: House of Elders: 82 members, appointed by tribes,
 Lower: House of Representatives, 82, elected. 3 parties.
 Four successful presidential elections.: 2003, 2005, 2010, 2012.
 Smooth transfer of power between to the opposition in 2010.
 There is more global geopolitical interests in SL.

8. Concept
 Connecting elected officials, governmental
institutions with the Somali public in a
meaningful way using available and simple
technology, especially in remote areas.
 Create a direct and trusted source of
information by government.

9. Original Concept
 C-SPAN IN SOMALIA
 Televising Somaliland parliamentarian sessions:
 To increase visibility and influence of the parliament.
 Visualizing political processes.
 Bridging remote areas to have access to political
processes.

10. CSPAN
 CSPAN was created in 1979, a low point in USA
politics.
 Effects:
 Increased chambers visibility and media influence.
 Alerted debate format of debate to be addressed to a
larger audience.
 Provide raw data and record.
 84 percent of c-span viewers were registered to vote
and that 92 percent of those registered reported
voting.

11. Context in SL
 Traditional media platforms (newspaper, radio, TV) in
Somaliland are confined to the capitol and its
surrounding.
 Because of high illiteracy and local customs, people
prefer audio communication.
 Mobile penetration in Somaliland is very high. (estimate:
1 million subscribers, close to 50%)
 There are documented evidences that citizens in
remote areas feed disconnected from Hargeisa, the
center of Somaliland, (Interpeace, APD).
 Media fragmentation and widespread misinformation.

20. Context-Centered Design

21. Design Challenge
 Design simple voice based UIs to navigate IVR
forum.
 Reduce obstacles.
 Make it cool and relevant.

22. Why Mobile:
Source: Mobile subscriptions, International Telecommunication Union, 2011.

23. Why Mobile
Source: Broadband subscription, International Telecommunication Union, 2011.

24. Interactive Voice Respond
System
 Interactive Voice Response (IVR) allows humans to
interact with computers by placing a voice call.
 Majority of people in SL have basic phone.
 IVR systems can provide innovative information
services to mobile subscribers in the developing
world.
 In 2010: $750M from value-added IVR services –
Expected to grow to $3 billion by 2020.

25. Why Voice
 Low level of literacy, literacy rate in Somalia is estimated around
37.8% of adult population (UNESCO, 2000-2007).
 Oral Society.
 A number of studies have found that voice based interface is more
effective and preferable in settings like in Somaliland.
Agriculture Discussion Forum Patel et al. CHI 2010(, M. S.
Ackerman et al, 1997. ACM, Access to Health Information by
Sherwani, ICTD 2009, 2008, IEEE/ACM, 2007, Citizen News
Journalism by Mudliar et al. ICTD 2012, Community Radio by Koradia
et al. ICTD 2012, Viral Entertainment Platform Raza et al. ICTD 2012,
Feedback on School Meals Grover et al. DEV 2012, Cgnet Swara,
Choudhary et al 2012.

26. IVR Server for NGO in
Jaipur, Rajasthan (India) Moderation Platform
Users in Audio Hosting
Rajasthan Upload
Audio
GSM Cloud Service
GSM Modem Laptop
Network Synchronize
Repository
IVR Server for NGO in Upload
New Delhi, Delhi (India) Audio
Users in
Synchronize
Delhi Repository
Internet IVR
Enabled Service
GSM GSM Modem Laptop Users Moderator
Network
© Microsoft Research, Aditya, Bill.

27. How it works
Dial 132 to record “Somaliland election
news items. commission would like to
announce new dates to
register for upcoming
regional election.”
They hear the following:
• Welcome message
Dial 132 to get info and • Message 1: “…”
participate • After the message,
caller can provide
feedback or listen to
other callers comments.
• Message 2: “…”
• Message 3: “…”

29. First navigation structure.

30. Second navigation structure.

31. 3rd navigation
structure.

33. Mohamed can tell Parliament
Representative (PR) to press * in case
they want to post a new
Welcome to Ila-Maqal If * is pressed If nothing is pressed then go to home
announcement
By Default: After 2 seconds
Please record your
You can specify the name of the announcement after the beep.
person only if there is one PR You are listening to the
Press any key to end recording.
announcements by Mr. X who
is a parliament representative PR records the announcement
of Somaliland. Please press 2 If 1 is pressed
Order of playback would always be anytime to skip a post. Thank you, here is what you
latest first have recorded: Play
announcement.
To change your recording press
1. Otherwise, your recording
Play Announcement: Today we would be saved.
have decided to increase
subsidy on petrol.
There are ‘N’ responses to this
announcement. Press 1 to
access the discussion.
Once the present
If 1 is pressed
announcement is over If 3 is pressed We can also provide a functionality
Play the next Here are the responses that where moderator on YouTube can
announcement others have recorded. To skip a elevate the level of post by a citizen. The
response, press 2. To record Please record your response elevated post would be equivalent to a
your own reponse, Press 3 after the beep. Press any key new announcement. All users can
anytime. to end recording. respond to the elevated post.
Play Responses:
R1 User record a message
If 1 is pressed
..
RN Thank you. Here is what you
have recorded: To change your
response, Press 1. Otherwise
your response would be
If nothing is pressed. Go to the post which you were listening saved.
rather than to initial stage
Final navigation structure.

34. Language
 Technical Language was tricky.
 Professional translators.
 Examples: when you hear beep (car horn),
(Telephone Tone in somali)

35. Notification
 Disseminate and collect
information using
Frontline SMS and
visualize using
Ushahidi/google map.

36. Examples
 Best Designs are
 People record variety of messages:
 Responds to “official announcement”
 Songs,
 jokes,
 stories,
 Just talk
 Quran, religious advice, teaching English.
 Complains,
 Want to know more about the service,
 Swearing at politicians
 Traditional songs

37. Average Call Duration

38. Analytics: input

39. Analytics

40. Analytics

41. Challenges

42. Challenges
 Switched to focus on executive branch.
 Lack of political influence
 lack of operational support, staff, desire, budget,
etc.
 Lack of commitment.

43. Lessons Learned
 Technology is a small component of a bigger
process.
 Improvise and prepare of unexpected challenges.
 Cool is not always the best.
 Incentives matter.
 Usability testing is critical.
 Open minded.

44. Thank you