This document discusses Huduma, an NGO that aims to strengthen citizens' and civil society's strategic use of technology. Huduma provides communities, especially rural and urban poor communities, with a way to give feedback and engage with the government on issues like service delivery and resource management. It offers a direct channel for citizens to provide feedback to the government and local authorities on their performance. Huduma uses technologies like SMS and a web portal to connect citizens to report issues and monitor their resolution.

2. • 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.

4. Huduma is a collaborative platform &
Strategy for the improvement of services
based on voices of citizens.
It provides communities (especially rural
and urban poor) with the possibility of
engaging the central
government, parliamentarians and local
authorities: on service delivery & resource
management based on peoples needs.
Offers government, parliamentarians and
local authorities, a direct feedback &
dialogue avenue on their performance from
the citizenry.

5. “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.

6. “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.

7. “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.

8. “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.

9. 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

10. HUDUMA: WEB PORAL

11. HUDUMA: WEB PORAL

12. 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)

13. “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.

14. Service Delivery: HUDUMA Model
SMS 3018: Category:
No medicine, no Health, Water, Edu, I
nurse at Nyamira nfrastructure
hospital, am tired of Location
this! Translation Verification,
forwarding
Please provide location or
more info
VERIFY

15. 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.

16. “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;

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