MAJI NI HAKI
MAJI NI HAKI:
THE CONSUMER’S VOICE IN ENSURING ACCESS TO QUALITY WATER SERVICE FOR ALL
PROPOSAL FOR A MOBILE-TO-WEB CUSTOMER FEEDBACK SYSTEM
PROPOSAL BY : AFRICA’S TALKING KENYA LTD
CLIENT: Water and Sanitation Program, World Bank PROJECT CONTACT PERSON: Eston M. Kimani PHONE: +254-726-854-063 EMAIL: eston.kimani@smsvoices.com DATE: Friday 18th, November 2011
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TABLE OF CONTENTS 1. Executive Summary
PAGE 3
2. Background Information
PAGE 5
3. Objectives of the proposed solution
PAGE 7
4. The Solution PAGE 10 a) Overview b) Critical modules of the Online Platform (i) Workflow modelling & Task Management (ii) Access & Security Controls (iii) Geographical Information Mapping (iv) Reports module (v) SMS/Email Broadcasts module c) Data Capture Tools – Specifics i) The web portal ii) Integrated SMS & USSD 5. Implementation Strategy PAGE 37 a) User Requirements Gathering and Documentation b) Development of the System Prototype c) ALPHA Testing d) BETA Testing and Pilot Phase e) Training & Maintenance f) Publicity and Documentation 6. Technical Specifications
PAGE 46
APPENDIX 1 : Non Staff System Requirements a) Hardware, Software, Hosting & Back up, MSP Connections, SMS Bundles, USSD Channel b) Maintenance Costs APPENDIX 2 : Project Staff Requirements a) Project Lead b) Development Team c) Implementation Team d) Data Entry Clerks APPENDIX 3 : Financials 2
MAJI NI HAKI
PROPOSAL FOR A MOBILE-TO-WEB CUSTOMER FEEDBACK SYSTEM
MAJI NI HAKI: EXECUTIVE SUMMARY
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1. EXECUTIVE SUMMARY
Africa’s Talking Ltd outlines the envisaged solution for an electronic, mobile-to-web complaint system, data gathering and monitoring tool for the national water sector regulator WASREB to be developed by Africa’s Talking Ltd, an IT company based in Nairobi, Kenya as per the TOR provided by the Water and Sanitation Program of the World Bank. This system will allow more than 20 million Kenyans to report about their water issues (complaints as well as compliments) using an integrated SMS-USSD reporting mechanism, on mobile web as well on online. It will also be possible for consumers to access information about water and the water sector using the platform. Bringing the consumer’s voice to the water sector is expected to lead to better outcomes in service delivery as well as easier monitoring by WASREB. Water Service Providers will be provided with an easy to use customer relationship management system which will enable them to much more easily receive and react to customer feedback posted about their WSP. They will be able to update the status of customer complaints as they resolve issues while working within the regulatory framework set up by WASREB. WASREB and its partners will benefit from a global access to the system, enabling it to much better exercise its oversight role in the water sector. It will be able to generate reports automatically on its panel, see summaries of issues raised by clients as well as have access to individual customer feedback. This system is built in such a way that WSPs have an incentive to act on issues before they escalate to WASREB, thus increasing the effectiveness of WASREB as an oversight authority.
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MAJI NI HAKI
MAJI NI HAKI:
PROPOSAL FOR A MOBILE-TO-WEB CUSTOMER FEEDBACK SYSTEM
INTRODUCTION & BACKGROUND INFORMATION
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2. BACKGROUND INFORMATION
WASREB is a state corporation established by the Kenyan Water Act of 2002. The role of WASREB is to regulate the provision of water supply and sanitation services in Kenya by setting rules and standards, issuing service licenses to utilities, monitoring and enforcing regulations and ensuring that consumers are protected and accessing adequate and affordable services. WASREB recognizes consumer protection as a pillar of regulation. In order to fulfill this role, they seek to ensure regulatory oversight by, among existing monitoring tools, gaining access to direct citizen feedback on service delivery. The goal is to transition from the current manual, paper based system to a predominantly digital one to overcome geographical and time barriers and increase efficiency. Africa’s Talking Ltd is an IT company based in Nairobi, Kenya that builds appropriate communication solutions for the Africa market. Africa’s Talking Ltd is the company behind SMSVOICES.com – an SMS-to-Web citizen reporting platform as well as SMSLeopard.com – An Email Approach to SMS. Africa’s Talking Ltd was recently named as a finalist of The Next Big Thing competition organized by the Business Daily. Our communication products are targeted at maximizing the potential of the mobile phone as a vital communication channel for Africa. Africa’s Talking Ltd intends to bring about its expertise and passion in building appropriate communication solutions for Africa to this project in order to ensure that the consumer’s voice is heard in the water service delivery sector. Africa’s Talking Ltd was founded in Dec 2009, incorporated in Kenya in April 2010 and is licensed by the CCK as a Content Service Provider. This allows it to connect to the gateways of all mobile service providers in Kenya and provide PRSP services.
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MAJI NI HAKI
PROPOSAL FOR A MOBILE-TO-WEB CUSTOMER FEEDBACK SYSTEM
MAJI NI HAKI: SYSTEM OBJECTIVES
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3. OBJECTIVES OF THE PROPOSED SOLUTION
WASREB, as well as the water service providers (i.e. water suppliers) need accurate and timely information on the water services and use this information to assess the quality of service delivery by the water suppliers across the whole country. The main objectives of the solution are: i. Allow consumers to easily submit feedback (complaints and commendations) through a variety of tools, in particular: a website form, mobile web, text message and USSD. Consumers should receive a unique reference number in return. ii. Allow water service providers (=utilities, water suppliers) to access the database and review, address and resolve complaints in their area of responsibility. iii. Allow the regulator WASREB and its partners to monitor all feedback and water service provider responses, and thus obtain accurate information on the quality of services in a region in a timely manner from a centralised database. iv. As a consequence, improve the quality of water & sanitation delivery by various service providers licensed by WASREB through monitoring and evaluation of their performance. v. Avail business intelligence for strategic and critical high-level decision making purposes for WASREB and its implementation partners. vi. Empower the consumer at the bottom of the hierarchy to have a ‘voice’ as far as water and sanitation services are concerned. vii. Provide a scalable platform for interaction between the water and sanitation services regulators, providers & customers viii. Have a replicable and easy to implement solution and platform across other countries and regions
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3. OBJECTIVES OF THE PROPOSED SOLUTION | LESSONS
MAJI NI HAKI
PROPOSAL FOR A MOBILE-TO-WEB CUSTOMER FEEDBACK SYSTEM
Important lessons on managing citizen feedback were learnt from prior feedback projects, and a number of special requests have been made by key stakeholders. These include: • The need to manage bulky citizen feedback data by allowing for automatic summaries and instant reports for decision making • Reporting should be standardized to ease analysis , reporting & enabling any utility to quickly assess the water services delivery in their area, spot problems/ bottlenecks early and make speedy but well informed decisions continuously • The need to locate issues and distinguish those which are urgent, isolated or systemic and use data handily to guide dialogue between citizens and service providers. • The need for instant visibility of referenced concerns to enable responsible institutions to act on and track these, from submission until resolution or escalated in line with the Service Provision Agreement (SPA) and WASREB guidelines. • The system should capture compliments in addition to complaints as well. • Is should be simple to use, cheap, affordable to sustain and scalable to other regions. • The system should be able to switch between languages (in particular, English and Swahili) • It must capture the relationships as captured by the Water Act as well as the minimum service levels with appropriate workflows • It should complement, facilitate and aid the existent systems.
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MAJI NI HAKI: THE SOLUTION
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4. THE SOLUTION OVERVIEW
MAJI NI HAKI
PROPOSAL FOR A MOBILE-TO-WEB CUSTOMER FEEDBACK SYSTEM
In light of the system requirements as per the TOR provided by WSP, Africa’s Talking Ltd would like to propose an integrated information management system that will capture the voices of consumers in the water sector via computer and mobile phone. The system will also be accessed by Water Service Providers (WSPs) as well as by WASREB and its partners through a secure multi-user, multi-layered system. The system will include geographical information rendering to provide a mappable interface of the data within the system. a) Overview The system will be accessible via computer and mobile phone and users will access it either as a hosted web-application on their computers or mobile phones. Users will also interact with the system by way of integrated USSD (Unstructured Supplementary Service Data) and Short Message Service (SMS). USSD will be used for the purpose of providing a menu to find out the location, compliment, type of complaint, entering of account number or contact details. SMS will be used to pick up any additional details that the consumer would like to submit. Using USSD will minimize errors related to mistyping entries using SMS and the use of SMS will allow more detailed feedback than can be allowed on the USSD channel. Customers (the public at large) will send information to the centralised database either via their mobile-phone or by logging onto the WASREB Customer Service portal. Depending on the type of information sent, they can follow up on its action status via the portal. The envisaged solution will therefore use multiple channels all of which will send data to a structured and centralised database.
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A MOBILE-TO-WEB CUSTOMER FEEDBACK SYSTEM | DIAGRAMMATIC OVERVIEW WATER CUSTOMER 1 QUERIES INFORMATION. 2. SENDS IN IFEEDBACK.
SMS
USSD
WEBSITE
MOBILE WEB
REGULATORS LOG INTO GLOBAL VIEW ON SECURE BACK END
CENTRAL DATABASE WITH BACK UP DATABASE
TECHNOLOGY::
SMS
WSPS LOG INTO LOCAL VIEW ON SECURE BACK END
USSD
INTERGRATED
SYSTEM ARCHITECTURE | INFRASTRUCTURE ZEND FRAMEWORK eZ COMPONENTS JQUERY PHP MYSQL LAMP SMSC SMPP LINK
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DEDICATED SERVER (SMS & HTTP)
| NON STAFF COSTS SMS BUNDLES DEDICATED SERVER SPACE BANDWIDTH
| TRAINING
|
AUTOMATED SMS INSTRUCTIONS FOR ALL USERS.
TIMELINES 3 MONTHS DIVIDED INTO 2 WEEK SLOTS. BETWEEN EACH TWO WEEK SLOT IS STAKEHOLDER FEEDBACK AND REVIEWS
MAJI NI HAKI
MOBILE WEB
TECHNOLOGY::
SYSTEM ARCHITECTURE | INFRASTRUCTURE ZEND FRAMEWORK eZ COMPONENTS JQUERY PHP MYSQL LAMP
TECHNOLOGY::
PROPOSAL FOR A MOBILE-TO-WEB CUSTOMER FEEDBACK SYSTEM
| NON STAFF COSTS
DEDICATED SERVER (SMS & HTTP)
| TRAINING
SMS BUNDLES DEDICATED SERVER SPACE BANDWIDTH
|
HELP LINK
TIMELINES 3 MONTHS DIVIDED INTO 2 WEEK SLOTS. BETWEEN EACH TWO WEEK SLOT IS STAKEHOLDER FEEDBACK AND REVIEWS
WEBSITE
SYSTEM ARCHITECTURE | INFRASTRUCTURE ZEND FRAMEWORK eZ COMPONENTS JQUERY PHP MYSQL LAMP ESRI MAPPING GIS
| NON STAFF COSTS
DEDICATED SERVER (SMS & HTTP)
| TRAINING
SMS BUNDLES DEDICATED SERVER SPACE BANDWIDTH
|
FAQ
TIMELINES 3 MONTHS DIVIDED INTO 2 WEEK SLOTS. BETWEEN EACH TWO WEEK SLOT IS STAKEHOLDER FEEDBACK AND REVIEWS
MOBILE-TO-WEB CUSTOMER FEEDBACK SYSTEM| WORKFLOW MODELLING |
USER SUBMISSIONS
MOBILE WEB| WEB |SMS | USSD
WSP
AUTOMATED ROUTING FIRST THROUGH WSB THEN WSP
TICKET RAISED
NOTIFICIATION RAISED FOR ACTION.
LOCATION SPECIFIC REFERENCE NO.
CUSTOMER NOTIFIED
2+ TICKETS RAISED
ORIGINATOR OF REQUEST
+24HRS WSP OFFICER VISITS COMPLAINT CONFIRMED
COMPLAINT CONFIRMED
VALID SUBMISSION
NOTIFICIATION RAISED FOR ACTION.
WSP OFFICER ASSIGNED WSP REVIEWS TICKET
ALL CUSTOMERS NOTIFIED ORIGINATORS OF REQUEST
WSP OFFICER REPORTS WSP REVIEWS TICKET
WSP WORK LOGGED WSP REVIEWS TICKET
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4. THE SOLUTION FUNCTIONALITY +DATA FLOW
The key functionality and data flows are thus as follows: 1. The Public will access the system via their mobile phones by sending data to the central database via integrated USSD & SMS and/or by visiting the website of the portal on their mobile phones. Access to the system will be network independent. 2. Data received from mobile phones is expected to go through a subsidiary gateway and to a separate database which will push that data to the central database. 3. The public may also access the system via the internet portal – and through a simple to use form, the public can fill in and submit to a central database. 4. The Central database will receive all data from mobile phones as well as from the portal. 5. The Portal Secure Back-end will be the central point to retrieve real time information submitted from the public. The public who submits complaints should be able to review the status of submitted feedback; the water utilities (service providers) should be able to receive, review and address submitted complaints; the regulator should be able to review all submitted data, track complaints that have not been addressed in the appropriate time (as per service agreement) and obtain easy summary overviews. The anticipated users of the system at the inception can thus be broken down to three: (i) Public Users at-large (Consumers / Customers): These are by far the most important stakeholders in the proposed solution as they are the primary source of data. The consumers will submit complaints (or positive feedback) using integrated USSD/SMS, mobile web as well as online. Consumers who would like to submit information to the system via their mobile phones will begin by accessing a USSD channel which will provide them with a menu on which to submit their feedback. Once they have
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MAJI NI HAKI
1A.
PROPOSAL FOR A MOBILE-TO-WEB CUSTOMER FEEDBACK SYSTEM
MOBILE-TO-WEB CUSTOMER FEEDBACK SYSTEM| OVERVIEW |
USSD
MOBILE SERVICE PROVIDER SMSC GATEWAY BEHIND FIREWALL
GSM SMS
HTTP
WEB PORTAL MOBILE WEB
HTTP
SMPP
WASREB APPLICATION SERVER WASREB APPLICATION DATABASE
CENTRAL DATABASE
BACKUP DATABASE WWW
submitted all the information options on USSD, they will also be able to send an SMS with more information about their issue. Upon submitting information to the system, the customers will receive a reference number if they submit a complaint or an acknowledgment if they submit a compliment. The information submitted will then be channeled to the central database of the system. (ii) Service Providers: The water & sanitation service providers (i.e. the water utilities in the respective regions) will receive, review and address the submitted complaints through their customer service desk. Once feedback has been submitted to the system, it will be automatically routed to the account of the WSP responsible and organized according to its type e.g. complaint or compliment. If a complaint is submitted, it will be listed in the complaints section and include information on the type of complaint, the location, the reference number, additional details submitted via SMS, the status as well as time stamp of the message. A freshly submitted complaint will have its status as pending. Once the WSP checks on the issue, it can change the status of the complaint to validated or dismissed. When the status of the ticket is changed, an automatic SMS will be sent to the consumer informing him/her that the status of the ticket has now changed. If the consumer disputes the status of the ticket, it will be possible to send a dispute message back to the system. The status of the message will then automatically change to “disputed�. If the complaint is validated, then the WSP is given a time limit within which to resolve the issue.
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The time allocated for the complaint to be resolved will be determined by the type of complaint that is submitted. An urgent complaint such as that of contaminated water will require faster resolution than a complaint that is systemic in nature such as lack of adequate water supply. These timelines for the complaints submitted will be provided by WASREB as per its guidelines on service delivery. If the WSP solves an issue that has been validated, then it can change the status of the issue to “solved”. The consumer will receive an SMS indicating that the status of the issue has been solved and can confirm by verifying the status on the USSD or SMS channels. Any issues which are not solved within
WATER SERVICE PROVIDER PANEL |
BACK END LOG IN FOR WATER SERVICE PROVIDERSSECTOR
WATER SERVICE PROVIDER PANEL : NYEWASCO INFORMATION TIP:
CLICKING ON THE COMPLAINT ALLOWS MORE DETAILS TO BE SEEN.
HELP
REPORT VIEW ||
CHOOSE LANGUANGE / CHAGUA LUGHA ENGLISH | SWAHILI
EXPORT | PRINT
LATEST TICKETS
SOLVED CASES
PENDING CASES
COMPLIMENTS
SORT TICKETS BY : COMPLAINT TYPE |LOCATION | TIME | STATUS |
VIEW TYPES 1.
REPORTS
2. 3. 4.
MAPS BAR CHARTS FILTERED VIEWS VIEW ALL
REFERENCE NO.
COMPLAINT TYPE
STATUS
CONTACT
NYR 390
BROKEN SEWER
KAYOLE stage . route-point to Ruai sewer line
LOCATION
PENDING 23:50:33 HRS
0722-719610 GERALD NDERI
WATER SHORTAGE
KWA MAINA MARKET
PENDING 23:50:33 HRS
0733-900348 AMINA TUWEI
WATER SHORTAGE
KWA MAINA MARKET
PENDING 23:50:33 HRS
0733-900348 AMINA TUWEI
WATER SHORTAGE
KWA MAINA MARKET
PENDING 23:50:33 HRS
0733-900348 AMINA TUWEI
WATER SHORTAGE
KWA MAINA MARKET
PENDING 23:50:33 HRS
0733-900348 AMINA TUWEI
WATER SHORTAGE
KWA MAINA MARKET
PENDING 23:50:33 HRS
0733-900348 AMINA TUWEI
WATER SHORTAGE
KWA MAINA MARKET
PENDING 23:50:33 HRS
0733-900348 AMINA TUWEI
WATER SHORTAGE
KWA MAINA MARKET
PENDING 23:50:33 HRS
0733-900348 AMINA TUWEI
WATER SHORTAGE
KWA MAINA MARKET
PENDING 23:50:33 HRS
0733-900348 AMINA TUWEI
WATER SHORTAGE
KWA MAINA MARKET
PENDING 23:50:33 HRS
0733-900348 AMINA TUWEI
REVIEW STATUS NYR 392 REVIEW STATUS NYR 392 REVIEW STATUS
REGIONS
NYR 392
1.
NYERI
2. 3. 4. 5.
RURINGU KAMAKWA MWEIGA AMBONI
REVIEW STATUS NYR 392 REVIEW STATUS
VIEW ALL
NYR 392
COMPLAINT TYPES
REVIEW STATUS
1. 2. 3. 4. 5.
NYR 392
BROKEN SEWER WATER SHORTAGE DIRTY WATER EXPENSIVE VENDORS BURST PIPES VIEW ALL
REVIEW STATUS NYR 392 REVIEW STATUS NYR 392 REVIEW STATUS NYR 392 REVIEW STATUS
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INFO TIP:
OTHER STATUS INCLUDE: VALIDATED ESCALATED SOLVED DISPUTED DISMISSED
MAJI NI HAKI
PROPOSAL FOR A MOBILE-TO-WEB CUSTOMER FEEDBACK SYSTEM
their given time are automatically escalated to the senior management of the WSP. If these issues are not solved within a predetermined time period, then they would also escalate to WASREB. (iii) The Regulator: The regulating authorities (in particular WASREB) will have access to the database. WASREB will thus be able to (a) take up complaints that have not been addressed by service providers in the appropriate time (as specified by each provider’s service provision agreement); these will be the escalated complaints coming from system or “disputed” feedback (b) obtain easy, automated reports on the number and type of complaints, and the efficiency of the response to them. WASREB will thus retrieve relevant data from the central database, which will be generated during interactions between the service providers and the public at large. WASREB will have a panel through which they will be able to view all the feedback sent to the system by customers. They will have the ability to read information on all WSP accounts as well as data rendered on maps and graphs showing an overview of the system. The analysis requirements for WASREB will be predetermined and inbuilt in order for them to be able to see a big picture on the state of the water service e.g. most common types of complaints, no of solved cases, pending cases, disputed cases, etc.
WASREB PANEL |
BACK END LOG IN FOR WASREB
WASREB MOBILE-TO-WEB ADMIN PANEL
GLOBAL VIEW
REGIONAL WATER SERVICE BOARDS
TWSB | AWSB | NWSB | CWSB | RVWSB |TaWSB | LVNWSB | LVSWSB WSPS NYEWASCO | EWASCO| MEWASS | MAWASCO | EWASCO| MEWASS | MAWASCO |
REPORT VIEW || EXPORT | PRINT
HELP
WATER SERVICE PROVIDER PANEL : NYEWASCO
LATEST TICKETS
SOLVED CASES
CHOOSE LANGUANGE / CHAGUA LUGHA ENGLISH | SWAHILI
PENDING CASES
COMPLIMENTS
SORT TICKETS BY : COMPLAINT TYPE |LOCATION | TIME | STATUS |
VIEW TYPES 1.
REPORTS
2. 3. 4.
MAPS BAR CHARTS FILTERED VIEWS VIEW ALL
REFERENCE NO.
COMPLAINT TYPE
STATUS
CONTACT
NYR 390
BROKEN SEWER
KAYOLE stage . route-point to Ruai sewer line
PENDING 23:50:33 HRS
0722-719610 GERALD NDERI
WATER SHORTAGE
KWA MAINA MARKET
PENDING 23:50:33 HRS
0733-900348 AMINA TUWEI
WATER SHORTAGE
KWA MAINA MARKET
PENDING 23:50:33 HRS
0733-900348 AMINA TUWEI
WATER SHORTAGE
KWA MAINA MARKET
PENDING 23:50:33 HRS
0733-900348 AMINA TUWEI
WATER SHORTAGE
KWA MAINA MARKET
PENDING 23:50:33 HRS
0733-900348 AMINA TUWEI
WATER SHORTAGE
KWA MAINA MARKET
PENDING 23:50:33 HRS
0733-900348 AMINA TUWEI
WATER SHORTAGE
KWA MAINA MARKET
PENDING 23:50:33 HRS
0733-900348 AMINA TUWEI
WATER SHORTAGE
KWA MAINA MARKET
PENDING 23:50:33 HRS
0733-900348 AMINA TUWEI
WATER SHORTAGE
KWA MAINA MARKET
PENDING 23:50:33 HRS
0733-900348 AMINA TUWEI
WATER SHORTAGE
KWA MAINA MARKET
PENDING 23:50:33 HRS
0733-900348 AMINA TUWEI
REVIEW STATUS NYR 392 REVIEW STATUS NYR 392 REVIEW STATUS
REGIONS 1.
NYERI
2. 3. 4. 5.
RURINGU KAMAKWA MWEIGA AMBONI
NYR 392 REVIEW STATUS NYR 392 REVIEW STATUS
VIEW ALL
COMPLAINT TYPES 1. 2. 3. 4. 5.
LOCATION
BROKEN SEWER WATER SHORTAGE DIRTY WATER EXPENSIVE VENDORS BURST PIPES VIEW ALL
NYR 392 REVIEW STATUS NYR 392 REVIEW STATUS NYR 392 REVIEW STATUS NYR 392 REVIEW STATUS NYR 392 REVIEW STATUS
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4. THE SOLUTION DATA CAPTURE TOOLS
c) Data Capture Tools - Specifics The primary data capture tools for this solution are outlined below. For all tools (web, SMS, USSD etc.), users should have the option to submit their unique customer account number in case their feedback concerns their private water account. Moreover, for all tools, the customer should receive a unique reference number in return for her/his complaint. (i) The Web Portal The web portal will push data directly to the central database. The portal will be multilingual supporting both English and Swahili and will be accessible via the computer as well as an internet enabled phone. The portal will be accessible anywhere one has an internet connection. It will sensitize the public on the fact that access to water is their right and will encourage the public to report where they identify a problem.
WEBSITE CONTACT US
LOGIN
THE WATER PORTAL | MAJI NI HAKI YAKO
CHOOSE LANGUANGE / CHAGUA LUGHA ENGLISH | SWAHILI
NAIROBI | 18TH, NOVEMBER
CHECK TICKET STATUS WELCOME
HELP
HOME | FEEDBACK| WATER DIRECTORY | HOW TO TIPS | WATER HYGIENE | ABOUT US SOLVED CASES
RECENT CASES
COMPLIMENTS
Are you satisfied with the water & sanitation services at your home?
Water is not only life, it is your right!
Click HERE to have your say.
Follow us!
Water portal on Mobile
Like our facebook page. Also follow us on twitter, and share us with your friends.
Learn how to access us on your mobile phone
VIEW MOBILE SITE
18
SUBSCRIBE
your email
Our partners.
Various important partners we work with.
WATER STAKEHOLDERS
4. THE SOLUTION
MAJI NI HAKI
DATA CAPTURE TOOLS
PROPOSAL FOR A MOBILE-TO-WEB CUSTOMER FEEDBACK SYSTEM
It will also have content which is of public interest for education and ‘need to know’ purposes. Generally, the portal will include the following;1. A section for the public to submit trouble tickets and other feedback 2. An online directory mapped out with various geographical locations indicating the legal licensed water providers in each region 3. Knowledge base will be a section that contains relevant information for the public such as hygiene tips, water preservation tips, ‘how-tos’ and other relevant information for the public consumption. 4. About this portal is a section relevant for other stakeholders who might be interested in joining the initiative. It will mainly include information about the project with an invitation to such stakeholders to join 5. The portal must employ social networking tools to ease online marketing of the portals domain name. This portal will also have a mobile-phone version accessible via internet enabled phones though the mobile site is a ‘mini’ version of the main portal. The interface of the mobile site will be basic enough to accommodate even the low-end phones with the public. The mobile site will be built using XHTML.
MOBILE WEBSITE MOBILE WEB FEATURES ENGLISH |SWAHILI
3300
BILLING PROBLEM nAIROBI MY BILL HAS BEEN INCREASED BY 3 TIMES AC2234908 SUBMIT FEEDBACK HOW TO TIPS RECENT CASES WATER DIRECTORY
Consumers will access the water portal from their phones and: • Submit feedback • Read recently submitted cases. • Access water hygiene tips. • Access water conservation tips. • Share this information via social media and SMSVoices.
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(ii)Integrated Short Message Services (SMS) and USSD Reporting Channel The system will use an integrated SMS and USSD reporting platform. An integrated platform would utilize the advantages of each channel resulting in a better overall system. The disadvantage of an SMS only platform lies in the fact that it would be necessary to enforce a specific format in order to receive information. In addition, it is to be expected that typing errors would likely lead to a “misplaced” or “lost” ticket. USSD by itself is inadequate because it is composed of short sessions which cannot take in a large amount of data. This would make it almost impossible for a customer to provide detailed information through this channel. Picking the best of both systems, we propose to have a client begin to submit a ticket using USSD and to provide any detailed information via SMS. The location of the consumer, type of complaint and account number if necessary would be captured via USSD and the detailed information on the problem followed up as an unformatted SMS starting with the ticket number provided. The integrated USSD-SMS solution is shown in detail as below
SMS FEEDBACK AFTER USSD SUBMISSION
USSD REQUEST USER DIALS USSD CODE *123# AND RECEIVES MENU
*123# OPEN TO ALL NETWORKS.
3300 YOUR TICKET REFERENCE NUMBER IS NYR300K. TO SUBMIT MORE INFORMATION SEND YOUR QUERY STARTING WITH NYR300K.
SMS NUMBER TO WHICH WATER CUSTOMERS RECEIVE FEEDBACK
YOUR TICKET REFERENCE NUMBER IS NYR300K. TO SUBMIT MORE INFORMATION SEND YOUR QUERY STARTING WITH NYR300K.
WATER CONSUMERS WHO SENDS IN USSD REQUEST RECEIVES AN SMS TO SUBMIT MORE INFORMATION STARTING WITH THEIR TICKET NUMBER.
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DATA CAPTURE ROUTES|
MAJI NI HAKI
WEB | MOBILE WEB | SMS | USSD
PROPOSAL FOR A MOBILE-TO-WEB CUSTOMER FEEDBACK SYSTEM
FEEDBACK VIA WEB 1.
WEBSITE CONTACT US
LOGIN
THE WATER PORTAL | MAJI NI HAKI YAKO
CHOOSE LANGUANGE / CHAGUA LUGHA ENGLISH | SWAHILI
NAIROBI | 18TH, NOVEMBER
CHECK TICKET STATUS WELCOME
HELP
HOME | FEEDBACK| WATER DIRECTORY | HOW TO TIPS | WATER HYGIENE | ABOUT US SOLVED CASES
RECENT CASES
COMPLIMENTS
Are you satisfied with the water & sanitation services at your home?
Water is not only life, it is your right!
Click HERE to have your say.
Follow us!
Water portal on Mobile
Like our facebook page. Also follow us on twitter, and share us with your friends.
Learn how to access us on your mobile phone
VIEW MOBILE SITE
SUBSCRIBE
your email
Our partners.
Various important partners we work with.
WATER STAKEHOLDERS
21
1B.
MOBILE WEBSITE MOBILE WEB FEATURES ENGLISH |SWAHILI
3300
BILLING PROBLEM nAIROBI MY BILL HAS BEEN INCREASED BY 3 TIMES AC2234908 SUBMIT FEEDBACK HOW TO TIPS RECENT CASES WATER DIRECTORY
Consumers will access the water portal from their phones and: • Submit feedback • Read recently submitted cases. • Access water hygiene tips. • Access water conservation tips. • Share this information via social media and SMSVoices.
FEEDBACK VIA USSD & SMS 2.
USSD REQUEST
USER DIALS USSD CODE *123# AND RECEIVES MENU
*123# OPEN TO ALL NETWORKS.
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MAJI NI HAKI
2B.
PROPOSAL FOR A MOBILE-TO-WEB CUSTOMER FEEDBACK SYSTEM
USSD MENU 1
WATER IS YOUR RIGHT. MAJI NI HAKI YAKO. PLEASE CHOOSE A LANGUAGE.TAFADHALI CHAGUA LUGHA YAKO: 1.ENGLISH 2. SWAHILI 3. TOKA/ EXIT
USER DIALS USSD CODE *123# AND RECEIVES MENU
USER CHOOSES LANGUAGE | SWAHILI OR ENGLISH.
2D.
WATER IS YOUR RIGHT. MAJI NI HAKI YAKO. PLEASE CHOOSE A LANGUAGE.TAFADHALI CHAGUA LUGHA YAKO: 1.ENGLISH 2. SWAHILI 3. TOKA/ EXIT
USSD MENU 2
PLEASE CHOOSE A TOWN CLOSE TO YOUR REGION: 1. NYERI 2. NAIROBI 3. MOMBASA 4. KISUMU 5. NAKURU 6. EMBU 7. GARISSA 8. KAKAMEGA
USER DIALS USSD CODE *123# AND RECEIVES MENU
USER CHOOSES A REGIONAL TOWN. FROM THIS CHOICE WE MAP THE WSB.
PLEASE CHOOSE A TOWN CLOSE TO YOUR REGION: 1. NYERI 2. NAIROBI 3. MOMBASA 4. KISUMU 5. NAKURU 6. EMBU 7. GARISSA 8. KAKAMEGA
23
2C. USSD MENU 3
PLEASE CHOOSE A TOWN CLOSE TO YOU: 1. NYERI 2. EMBU 3. MATHIRA 4. TETU ABERDARE 5. OTHAYA 6. GATAMANI 7. MURANGA 8. KIRINYAGA 9. NITHI 10. SIAKAGO 11. SAGANA 12. BACK
USER DIALS USSD CODE *123# AND RECEIVES MENU
USER CHOOSES A CLOSER TOWN. FROM THIS CHOICE WE MAP THE WSP.
2E.
USSD MENU 4
PLEASE CHOOSE YOUR ISSUE: 1. FAILED METER 2. BILLING 3. WATER SHORTAGE 4. BURST PIPE 5. BURST SEWER 6. WATER VENDORS 7. SEWAGE EXHAUSTING 8. DIRTY WATER 9. FOLLOW UP 10. COMPLIMENT 11. NEW CONNECTION 12. BACK
24
PLEASE CHOOSE A TOWN CLOSE TO YOU: 1. NYERI 2. EMBU 3. MATHIRA 4. TETU ABERDARE 5. OTHAYA 6. GATAMANI 7. MURANGA 8. KIRINYAGA 9. NITHI 10. SIAKAGO 11. SAGANA 12. BACK
USER DIALS USSD CODE *123# AND RECEIVES MENU
USER CHOOSES A CLOSER TOWN. FROM THIS CHOICE WE MAP THE WSP.
PLEASE CHOOSE YOUR ISSUE: 1. FAILED METER 2. BILLING 3. WATER SHORTAGE 4. BURST PIPE 5. BURST SEWER 6. WATER VENDORS 7. SEWAGE EXHAUSTING 8. DIRTY WATER 9. FOLLOW UP 10. COMPLIMENT 11. NEW CONNECTION 12. BACK
MAJI NI HAKI
2F.
PROPOSAL FOR A MOBILE-TO-WEB CUSTOMER FEEDBACK SYSTEM
USSD MENU 5
WHAT IS YOUR BILLING ISSUE: 1. NOT RECEIVED 2. TOO HIGH 3. LOW 4. PAY BILL 5. REQUEST BILL 6. WRONG DETAILS 7. COMPLIMENT 8. SEE TARIFFS 9. BACK
USER DIALS USSD CODE *123# AND RECEIVES MENU
USER DRILLS DOWN ON ISSUE
2G.
WHAT IS YOUR BILLING ISSUE: 1. NOT RECEIVED 2. TOO HIGH 3. LOW 4. PAY BILL 5. REQUEST BILL 6. WRONG DETAILS 7. COMPLIMENT 8. SEE TARIFFS 9. BACK
USSD MENU 6
USER DIALS USSD CODE *123# AND RECEIVES MENU
TO SEE YOUR BILL PLEASE ENTER YOUR ACCOUNT NUMBER:
TO SEE YOUR BILL PLEASE ENTER YOUR ACCOUNT NUMBER:
USSD MENU TAKES USER DETAILS
25
2E. SMS FEEDBACK AFTER USSD SUBMISSION 3300 YOUR TICKET REFERENCE NUMBER IS NYR300K. TO SUBMIT MORE INFORMATION SEND YOUR QUERY STARTING WITH NYR300K.
26
SMS NUMBER TO WHICH WATER CUSTOMERS RECEIVE FEEDBACK AND SENDMORE DETAILS AFTER USSD SUBMISSIONS. YOUR TICKET REFERENCE NUMBER IS NYR300K. TO SUBMIT MORE INFORMATION SEND YOUR QUERY STARTING WITH NYR300K.
WATER CONSUMERS WHO SENDS IN USSD REQUEST RECEIVES AN SMS TO SUBMIT MORE INFORMATION STARTING WITH THEIR TICKET NUMBER.
FEEDBACK VIA WEBSITE FORMS
MAJI NI HAKI
3.
PROPOSAL FOR A MOBILE-TO-WEB CUSTOMER FEEDBACK SYSTEM
WEBSITE FORM Contact details CHOOSE LANGUAGE | CHAGUA LUGHA ENGLISH | SWAHILI
REFERENCE WSB300X290
WATER CONSUMERS ACCESS THE WEBSITE AND FILL THE DETAILS. THEY HAVE THE OPTION OF FILLING THE FORM IN ENGLISH OR SWAHILI. FROM THE DETAILS, REGULATORS CAN IMMEDIATELY KNOW WHICH WATER SERVICE BOARD AND WHICH WSP IS RESPONSIBLE.
3B.
WEBSITE FORM
User Feedback Part1 DROP DOWN MENUS ENSURE SYSTEMATIC AND CORRECT DATA CUSTOMERS CAN ALSO EXPOUND ON THE PROBLEM IN THE MORE INFORMATION TAB.
CUSTOMERS CAN SHARE COMPLIMENTS ON THE VARIOUS SERVICE DELIVERY OPTIONS.
27
3C.
WEBSITE FORM
User Feedback Part2 WATER CONSUMERS CAN REQUEST FOR CONTACTS OF CERTIFIED WATER VENDORS AND SEWAGE EXHAUSTERS IN THEIR AREA. THIS MAY LEAD TO VENDORS SEEKING REGISTRATION RESULTING IN FAIRER PRICING, IDENTIFICATION OF ILLEGAL CONNECTIONS AND REDUCTION OF NON REVENUE WATER.
WEBSITE FORM
3D.
Drop Down Menus
WATER CONSUMER GIVE RESPONSES THAT ARE VALIDATED AUTOMATICALLY AND THAT ARE DIRECTED. THIS WILL LEAD TO HIGH DATA INTEGRITY.
28
MAJI NI HAKI
3E.
PROPOSAL FOR A MOBILE-TO-WEB CUSTOMER FEEDBACK SYSTEM
WEBSITE FORM Drop Down Menus
WATER CONSUMER GIVE RESPONSES THAT ARE VALIDATED AUTOMATICALLY AND THAT ARE DIRECTED. THIS WILL LEAD TO HIGH DATA INTEGRITY.
WATER CONSUMERS CAN REQUEST FOR CONTACTS OF CERTIFIED WATER VENDORS AND SEWAGE EXHAUSTERS IN THEIR AREA. THIS MAY LEAD TO VENDORS SEEKING REGISTRATION RESULTING IN FAIRER PRICING, IDENTIFICATION OF ILLEGAL CONNECTIONS AND REDUCTION OF NON REVENUE WATER.
Data Collected At Web Interface • Name (Mandatory) • Email • Mobile Phone Number(Mandatory) • Country(Mandatory) • Your County/ Province (Mandatory)
• Nearest Town • Other Requests-More • Water Account Information. Number • Please contact me • Your Problem about WAG news and -More Information. events(Mandatory) (Mandatory) • I have read and • Compliments-More agree to the Terms of Information. Service(Mandatory) 29
4. THE SOLUTION
CRITICAL PLATFORM MODULES
b) Critical Modules of the Online Platform The system may be broken down into the following main modules: (i) Workflow Modelling & Task Management The water service providers have benchmarks within which they should supply services to the public in their respective zones. These benchmarks (usually in the form of service charters) will be entered into the system and then drilled down into actionable points highlighting the relevant parties. These actionable points are reduced to tasks which have time-lines and a person responsible for those actions. Failure of a person responsible to fulfil a task within the time-frame calls for automatic escalation of that task automatically to the senior person within that organisation (Service Provider). Failure for the senior person to enable the fulfilment of the task will, in turn, lead to further automatic escalation and highlighting of the unmet task for the water regulator. (ii) Access & Security Controls 1. Consumers/The Public: The consumer will be able to submit feedback directly to the system without the need for an existing account. It will also be possible for the consumer to use an automatic reference number to track the status of her/his complaint online or on the mobile phone. A consumer will also have the capability to dispute the status of a feedback. For example if the WSP marks the status of a feedback as solved but the consumer has not got the solution that she was looking for, it will be possible for the consumer to change the status of that feedback to disputed. Thereafter the status of that particular feedback will be locked and WASREB will be able to see disputed issues within the system.
3300 YOUR TICKET REFERENCE NUMBER IS NYR300K. TO SUBMIT MORE INFORMATION SEND YOUR QUERY STARTING WITH NYR300K.
30
SMS NUMBER TO WHICH WATER CUSTOMERS RECEIVE FEEDBACK AND SENDMORE DETAILS AFTER USSD SUBMISSIONS. YOUR TICKET REFERENCE NUMBER IS NYR300K. TO SUBMIT MORE INFORMATION SEND YOUR QUERY STARTING WITH NYR300K.
WATER CONSUMERS CAN CHECK STATUS OF TICKETS BY SENDING IN REFERENCE NUMBERS.
4. THE SOLUTION
PROPOSAL FOR A MOBILE-TO-WEB CUSTOMER FEEDBACK SYSTEM
MAJI NI HAKI
CRITIICAL MODULE : ACCESS CONTROL
2. Water Service Providers At the utility level, the various utilities should have password protected access to review, process and react to feedback affecting their area of responsibility. A WSP will only have access to the information directed to it and will be able to change the status of a message unless its status has been disputed by the consumer. A WSP will have the power to change the status of an issue to validated, solved or dismissed.
WATER SERVICE PROVIDER PANEL |
BACK END LOG IN FOR WATER SERVICE PROVIDERSSECTOR
WATER SERVICE PROVIDER PANEL : NYEWASCO INFORMATION TIP:
CLICKING ON THE COMPLAINT ALLOWS MORE DETAILS TO BE SEEN.
HELP
REPORT VIEW ||
CHOOSE LANGUANGE / CHAGUA LUGHA ENGLISH | SWAHILI
EXPORT | PRINT
LATEST TICKETS
SOLVED CASES
PENDING CASES
COMPLIMENTS
SORT TICKETS BY : COMPLAINT TYPE |LOCATION | TIME | STATUS |
VIEW TYPES 1.
REPORTS
2. 3. 4.
MAPS BAR CHARTS FILTERED VIEWS VIEW ALL
REFERENCE NO.
COMPLAINT TYPE
STATUS
CONTACT
NYR 390
BROKEN SEWER
KAYOLE stage . route-point to Ruai sewer line
LOCATION
PENDING 23:50:33 HRS
0722-719610 GERALD NDERI
WATER SHORTAGE
KWA MAINA MARKET
PENDING 23:50:33 HRS
0733-900348 AMINA TUWEI
WATER SHORTAGE
KWA MAINA MARKET
PENDING 23:50:33 HRS
0733-900348 AMINA TUWEI
WATER SHORTAGE
KWA MAINA MARKET
PENDING 23:50:33 HRS
0733-900348 AMINA TUWEI
WATER SHORTAGE
KWA MAINA MARKET
PENDING 23:50:33 HRS
0733-900348 AMINA TUWEI
WATER SHORTAGE
KWA MAINA MARKET
PENDING 23:50:33 HRS
0733-900348 AMINA TUWEI
WATER SHORTAGE
KWA MAINA MARKET
PENDING 23:50:33 HRS
0733-900348 AMINA TUWEI
WATER SHORTAGE
KWA MAINA MARKET
PENDING 23:50:33 HRS
0733-900348 AMINA TUWEI
WATER SHORTAGE
KWA MAINA MARKET
PENDING 23:50:33 HRS
0733-900348 AMINA TUWEI
WATER SHORTAGE
KWA MAINA MARKET
PENDING 23:50:33 HRS
0733-900348 AMINA TUWEI
REVIEW STATUS NYR 392 REVIEW STATUS NYR 392 REVIEW STATUS
REGIONS
NYR 392
1.
NYERI
2. 3. 4. 5.
RURINGU KAMAKWA MWEIGA AMBONI
REVIEW STATUS NYR 392
INFO TIP:
OTHER STATUS INCLUDE: VALIDATED ESCALATED SOLVED DISPUTED DISMISSED
REVIEW STATUS
VIEW ALL
NYR 392
COMPLAINT TYPES
REVIEW STATUS
1. 2. 3. 4. 5.
NYR 392
BROKEN SEWER WATER SHORTAGE DIRTY WATER EXPENSIVE VENDORS BURST PIPES VIEW ALL
REVIEW STATUS NYR 392 REVIEW STATUS NYR 392 REVIEW STATUS NYR 392 REVIEW STATUS
31
3. WASREB and its Partners WASREB will have global access to the database. This will allow WASREB to have an overview of each WSP as well as access to graphical or geographic renderings of the data provided by the system. However WASREB will not be able to change the status of feedback within the WSP accounts. It will only be possible for WASREB to change the status of a ticket once it has been escalated to WASREB. Given WASREB’s oversight role, it will be important to keep WASREB’s account details in a secure system. An additional/parallel log in system will be utilized which will require authentication using an SMS message from a pre-registered phone number stored in the system if a maximum of four unsuccessful logins are attempted on the system.
WASREB PANEL|
WASREB MOBILE-TO-WEB ADMIN PANEL
BACK END LOG IN FOR WASREB
REGIONAL WATER SERVICE BOARDS
TWSB | AWSB | NWSB | CWSB | RVWSB |TaWSB | LVNWSB | LVSWSB WSPS NYEWASCO | EWASCO| MEWASS | MAWASCO | EWASCO| MEWASS | MAWASCO |
REPORT VIEW || EXPORT | PRINT
HELP
WATER SERVICE PROVIDER PANEL : NYEWASCO
LATEST TICKETS
SOLVED CASES
CHOOSE LANGUANGE / CHAGUA LUGHA ENGLISH | SWAHILI
PENDING CASES
COMPLIMENTS
SORT TICKETS BY : COMPLAINT TYPE |LOCATION | TIME | STATUS |
VIEW TYPES 1.
REPORTS
2. 3. 4.
MAPS BAR CHARTS FILTERED VIEWS VIEW ALL
REFERENCE NO.
COMPLAINT TYPE
STATUS
CONTACT
NYR 390
BROKEN SEWER
KAYOLE stage . route-point to Ruai sewer line
PENDING 23:50:33 HRS
0722-719610 GERALD NDERI
WATER SHORTAGE
KWA MAINA MARKET
PENDING 23:50:33 HRS
0733-900348 AMINA TUWEI
WATER SHORTAGE
KWA MAINA MARKET
PENDING 23:50:33 HRS
0733-900348 AMINA TUWEI
WATER SHORTAGE
KWA MAINA MARKET
PENDING 23:50:33 HRS
0733-900348 AMINA TUWEI
WATER SHORTAGE
KWA MAINA MARKET
PENDING 23:50:33 HRS
0733-900348 AMINA TUWEI
WATER SHORTAGE
KWA MAINA MARKET
PENDING 23:50:33 HRS
0733-900348 AMINA TUWEI
WATER SHORTAGE
KWA MAINA MARKET
PENDING 23:50:33 HRS
0733-900348 AMINA TUWEI
WATER SHORTAGE
KWA MAINA MARKET
PENDING 23:50:33 HRS
0733-900348 AMINA TUWEI
WATER SHORTAGE
KWA MAINA MARKET
PENDING 23:50:33 HRS
0733-900348 AMINA TUWEI
WATER SHORTAGE
KWA MAINA MARKET
PENDING 23:50:33 HRS
0733-900348 AMINA TUWEI
REVIEW STATUS NYR 392 REVIEW STATUS NYR 392 REVIEW STATUS
REGIONS 1.
NYERI
2. 3. 4. 5.
RURINGU KAMAKWA MWEIGA AMBONI
NYR 392 REVIEW STATUS NYR 392 REVIEW STATUS
VIEW ALL
COMPLAINT TYPES 1. 2. 3. 4. 5.
LOCATION
BROKEN SEWER WATER SHORTAGE DIRTY WATER EXPENSIVE VENDORS BURST PIPES VIEW ALL
NYR 392 REVIEW STATUS NYR 392 REVIEW STATUS NYR 392 REVIEW STATUS NYR 392 REVIEW STATUS NYR 392 REVIEW STATUS
32
MAJI NI HAKI
PROPOSAL FOR A MOBILE-TO-WEB CUSTOMER FEEDBACK SYSTEM
(iii) Geographical Information Mapping The system will collect information from all over the country and as illustrated in Figure 4 above, the routing of the task tickets will depend primarily on the geographical location of the ‘submitter’. The database and more specifically tickets submitted by the public will have a geographical context for these requests to be attended to efficiently by the water & sanitation service providers. Our proposed system will collect location information of the consumer by asking the user to choose a location from a menu either on USSD or on the internet. We will avoid the problem of mistyped locations in this way and ensure that the data sorting is automated making the process more reliable. This information will then be mapped in the database of the system.
WASREB PANEL |
GIS MAPPING FOR WASREB/WSB
WASREB MOBILE-TO-WEB IIS ADMIN PANEL REGIONAL WATER SERVICE BOARDS
TWSB | AWSB | NWSB | CWSB | RVWSB |TaWSB | LVNWSB | LVSWSB WSPS NYEWASCO | EWASCO| MEWASS | MAWASCO | EWASCO| MEWASS | MAWASCO |
MAP VIEW || EXPORT | PRINT
LATEST TICKETS
HELP
WATER SERVICE PROVIDER PANEL : NYEWASCO SOLVED CASES
CHOOSE LANGUANGE / CHAGUA LUGHA ENGLISH | SWAHILI
PENDING CASES
COMPLIMENTS
MAP: BILLING COMPLAITS COUNTRYWIDE|REGION | COUNTY| |
VIEW TYPES 1.
REPORTS
2.
MAPS
3. 4.
BAR CHARTS FILTERED VIEWS VIEW ALL
WASREB: BILLING COMPLAINTS COUNTRYWIDE
REGIONS 1.
NYERI
2. 3. 4. 5.
RURINGU KAMAKWA MWEIGA AMBONI VIEW ALL
COMPLAINT TYPES 1. 2. 3. 4. 5.
BROKEN SEWER WATER SHORTAGE DIRTY WATER EXPENSIVE VENDORS BURST PIPES VIEW ALL
33
4. THE SOLUTION
CRITIICAL MODULES : GIS MAPPIING The GIS platform will be integrated with other relevant databases so as to give the data provided some meaning. It will be possible to integrate the data showcased on the map with other data available such as the data available on the Open Data Portal such as the databases monitoring the spread of related waterborne diseases in the country. (iv) Reports Module This will be an important module as it is will be the primary method of informing the stakeholders on the actual position of the water service. Access to this module will be strictly controlled to ensure that data does not fall into the wrong hands. This portal will be available for log in to WASREB and its partners. The generation of reports on this module will be versatile and easy to configure by way of use of ‘wizards’ (step by step instructions) which will allow a user to select their preferred parameters and preferred display formats. Public reports may be made available via the portal subject to the requirements of WASREB.
WATER SERVICE PROVIDER PANEL : NYEWASCO
WSP PANEL|CHART VIEW RESOLVED COMPLAINTS PER YEAR
HELP
CHART VIEW ||
CHOOSE LANGUANGE / CHAGUA LUGHA ENGLISH | SWAHILI
EXPORT | PRINT
LATEST TICKETS
SOLVED CASES
PENDING CASES
BAR CHART: RESOLVED COMPLAITS PER YEAR |MONTH | QUARTER| SEMI-ANNUAL |
VIEW TYPES 1. 2.
REPORTS MAPS
1.
BAR CHARTS
2.
FILTERED VIEWS VIEW ALL
NYERI
2. 3. 4. 5.
RURINGU KAMAKWA MWEIGA AMBONI
500 400
REGIONS 1.
NYEWASCO: RESOLVED COMPLAINTS PER YEAR
300
300
VIEW ALL
COMPLAINT TYPES 1. 2. 3. 4. 5.
34
BROKEN SEWER WATER SHORTAGE DIRTY WATER EXPENSIVE VENDORS BURST PIPES VIEW ALL
200 100 0
COMPLIMENTS
WSP PANEL|CHART VIEW
MAJI NI HAKI
COMPLAINTS VS. COMPLIMENTS BAR CHARTS
PROPOSAL FOR A MOBILE-TO-WEB CUSTOMER FEEDBACK SYSTEM
WATER SERVICE PROVIDER PANEL : NYEWASCO
HELP
CHART VIEW ||
CHOOSE LANGUANGE / CHAGUA LUGHA ENGLISH | SWAHILI
EXPORT | PRINT
LATEST TICKETS
SOLVED CASES
PENDING CASES
COMPLIMENTS
BAR CHART: RESOLVED COMPLAITS PER YEAR |MONTH | QUARTER| SEMI-ANNUAL |
VIEW TYPES 1. 2.
REPORTS MAPS
1.
BAR CHARTS
2.
FILTERED VIEWS VIEW ALL NYEWASCO: COMPLAINTS VS COMPLIMENTS 2010/2011 BURST PIPES
REGIONS 1.
NYERI
BILLING
2. 3. 4. 5.
RURINGU KAMAKWA MWEIGA AMBONI
SEWERAGE WATER SUPPLY RESPONSE
VIEW ALL
COMPLAINT TYPES 1. 2. 3. 4. 5.
BROKEN SEWER WATER SHORTAGE DIRTY WATER EXPENSIVE VENDORS BURST PIPES VIEW ALL
SERVICE WATER QUALITY BURST SEWER METERS
35
5.
WSP PANEL |CHART VIEW BILLING COMPLAINTS PER YEAR
WATER SERVICE PROVIDER PANEL : NYEWASCO
HELP
CHART VIEW ||
CHOOSE LANGUANGE / CHAGUA LUGHA ENGLISH | SWAHILI
EXPORT | PRINT
LATEST TICKETS
SOLVED CASES
PENDING CASES
BAR CHART: BILLING COMPLAITS PER YEAR |MONTH | QUARTER| SEMI-ANNUAL |
VIEW TYPES 1. 2.
REPORTS MAPS
1.
BAR CHARTS
2.
FILTERED VIEWS VIEW ALL
NYEWASCO: BILLING COMPLAINTS PER YEAR
500
REGIONS 1.
NYERI
2. 3. 4. 5.
RURINGU KAMAKWA MWEIGA AMBONI
400 300
VIEW ALL
COMPLAINT TYPES 1. 2. 3. 4. 5.
36
BROKEN SEWER WATER SHORTAGE DIRTY WATER EXPENSIVE VENDORS BURST PIPES VIEW ALL
300 200 100 0
COMPLIMENTS
4. THE SOLUTION
CRITIICAL MODULES : SMS BROADCASTS
MAJI NI HAKI
PROPOSAL FOR A MOBILE-TO-WEB CUSTOMER FEEDBACK SYSTEM
AVAILABLE ONLINE SMS MANAGER THAT ALLOWS EMAIL LIKE ACCESS TO SMSES.
(v) SMS & Email Broadcasts Module Finally, this module will manage any need for en-mass dissemination of notices or information via SMS or emails to specific groups. For example, WASREB may want to request the Service Providers to finalise on all their open tasks in readiness for performance reviews, alerts on water service disruptions etc. Africa’s Talking already has a custom made solution SMSLeopard which can be utilized as a communication tool between WASREB, WSPs and Customers running on SMS.
3300 YOUR TICKET REFERENCE NUMBER IS NYR300K. TO SUBMIT MORE INFORMATION SEND YOUR QUERY STARTING WITH NYR300K.
SMS NUMBER TO WHICH WATER CUSTOMERS RECEIVE FEEDBACK AND SENDMORE DETAILS AFTER USSD SUBMISSIONS.
WATER CONSUMERS RECEIVE MASS BROADCASTS.
YOUR TICKET REFERENCE NUMBER IS NYR300K. TO SUBMIT MORE INFORMATION SEND YOUR QUERY STARTING WITH NYR300K.
37
MAJI NI HAKI:
38
IMPLEMENTATION STRATEGY
5. IMPLEMENTATION STRATEGY.
MAJI NI HAKI
PROPOSAL FOR A MOBILE-TO-WEB CUSTOMER FEEDBACK SYSTEM
The implementation strategy A most unique feature about the data capture methodology adopted with this system is the use of the customers at large to submit service delivery data to a central database. This characteristic places the public-at-large at the core of determining the success / failure of the project. Therefore, the implementation strategy has to be centred around anticipated needs and user habits of the typical user ‘on the streets’. This conclusion cannot be made presumptively but it will require real feedback from the users ‘on the streets’. Such information would supplement the feedback and documentation received so far from WASREB and WAGs reports. The implementation of the proposed system may be broken down into the following main phases: a) User Requirements Gathering & Documentation This exercise involves gathering of requirements from the three target groups already highlighted in Chapter: Solution, Overview (pg 8) of this document. These are : (i) Public Users at-large (Consumers / Customers) : These are by far the most important stakeholders in the proposed solution as they are the primary source of data (ii) Regulators & High-Level Stakeholders : These includes WASREB, WSP and other highlevel stakeholders who are interested with information (iii) Service Providers : The Water & sanitation service providers This will be done by use of survey questionnaires and/or interviews of selected critical groups. The main objectives of this exercise will be :1. Validate and supplement existing documentation and it shall also be used to finetune any matters that may not have been addressed. 2. Set informed benchmarks for the proposed solution and assist in prioritizing on the necessary critical features 3. Use the exercise to identify common denominators across board for each target group which denominators assure higher user adoption rates 4. Utilise the exercise as a sensitization program to the target stakeholders and improve their collective buy-in to the project Data gathered from the User Requirements exercise will be reduced into a concise User Requirements document which shall become the foundational basis for the solution. Critical work-flows for each of the groups are also gathered at this phase.
39
5. A MOBILE-TO-WEB CUSTOMER FEEDBACK SYSTEM | IMPLEMENTATION STRATEGY A.
USER REQUIREMENTS GATHERING & DOCUMENTATION TARGET/CRITICAL GROUPS • • • •
WATER CONSUMERS/CUSTOMERS REGULATORS WASREB/WSP HIGH LEVEL STAKEHOLDERS SERVICE/UTILITY PROVIDERS
DELIVERABLES:
SURVEY METHODOLOGY • •
SURVEY QUESTIONNAIRES INTERVIEWS
SURVEY OBJECTIVES • • • • • • •
VALIDATE IMPLEMENTATION APPROACH VALIDATE DOCUMENTATION. SET INFORMED BENCHMARKS. PRIORITIZE CRITICAL SYSTEM FEATURES IDENTIFY COMMON USER FEATURES SENSITIZATION FOR CRITICAL GROUPS ASSURE HIGHER SYSTEM ADAPTATION
REFINED AND CONFIRMES USER & STAKEHOLDER REQUIREMENTS
B. SYSTEM DESIGN & ARCHITECTURE SYSTEM REPRESENTATION • • •
DATABASE DESIGN
CLASS DIAGRAM SEQUENCE DIAGRAM ENTITY DIAGRAM
DELIVERABLES:
• •
CREATE TABLES MAP ENTITIES TO TABLES
RELATIONAL SCHEMA, DATABASE DICTIONARY.
C. DEVELOPMENT OF THE SYSTEM PROTOTYPE DEVELOP FUNCTIONAL SYSTEM DEVELOPMENT TIMELINES WORLD BANK CONSULTATION TEAM • EXPRESS TEAM WORK LOADS • KNOWLEDGE TRANSFER SPECIFICATIONS FROM USER • TIME SCHEDULES • ACCOUNTABILITY REQUIREMENTS DOCUMENT. • PROFESSIONALISM • • •
USE CRITICAL GROUP FEEDBACK GIVE BIRD EYE OVERVIEW OF SOLUTION JUSTIFY SELECTED TECHNOLOGIES
DELIVERABLES: 40
•
POOLING OF RESOURCES
ROBUST MOBILE-TO-WEB CUSTOMER FEEDBACK IS SOLUTION.
5. IMPLEMENTATION STRATEGY.
MAJI NI HAKI
PROPOSAL FOR A MOBILE-TO-WEB CUSTOMER FEEDBACK SYSTEM
b) Development of the System Prototype Before commencement of the development, the first step will be to develop the systems Functional Specifications based on the User Requirements document. The functional requirements are informed by the feedback received from the target users and they give a birds-eye overview of the proposed solution, justification of selected technologies for the project and related matters. Upon compilation of the Functional Requirements, a time-line is drawn out for the development of the system so that the team selected to execute the work knows how much work is to be done and within how much time. If the World Bank has an independent consultants team, the Joint Development Environment may be the best platform to ensure there is accountability and pooling of relevant knowledge and resources toward having a robust solution within the prescribed time-frame. c) ALPHA Testing Once a prototype is ready, the system should be released to a few internal testers to run various typical Use Cases and advice on various issues such as the Human-Computer Interaction aspects, Usability Improvements and so forth. At this stage, the solution is not yet ready for robust testing but at least it sets a foundation upon which the rest of the solution will be developed During Alpha stage, the appointed persons should prepare the production environments including servers, Operating Systems and ancillary systems and integrations ready for beta tests and pilot launches.
41
D. ALPHA TESTING, DEBUGGING AND INCORPORATING CHANGES FIRST RELEASE TO INTERNAL TESTERS • • • •
FOUNDATION TESTING •
RUN TYPICAL USE CASES COLLECT ISSUE BASED ADVICE CONFIRM ERGONOMICS PINPONIT IMPROVEMENT AREAS
ESPRESS GO AHEAD ON FUNCTIONALITY
PRODUCT ENVIRONMENTS • • •
PREPARE SERVERS PREPARE VARIOUS OPERATING SYSTEMS PROVIDE SUPPORT PLATFORMS FOR BETA TESING AND PILOT TESTING
PRODUCTION ENVIRONMENT. DELIVERABLES: TEST REPORTS FORMATS. DOCUMENTATION
E. BETA TESTING & PILOT INITIATION PHASE PRE-LAUNCH TESTS • • • • • • •
RECORDED USER RESPONSE PILOT DEPLOYMENT
RIGOROUS TESTS • SELECT PILOT USERS • SELECT TARGET /CRITICAL GROUPS USER ACCEPTANCE TEST PLAN USER CONFIDENCE AND BUY IN. BUG IDENTIFICATION REAL LIFE SIMULATIONS
DELIVERABLES:
LOGGED RESPONSES CENTRALISED INFO DATABASE AVAILABLE FOR DEBUGGING
• • •
BETA TEST COMPLETE BUGS RESLOVED LARGE PILOT DEPLYOMENT
USER RESPONSE DATABASE. TESTED, DEBUGGED SYSTEM. PILOTED SOLUTION.
F. PILOTING & TRAINING TRAINING PILOT USERS • • • •
WATER CONSUMERS/CUSTOMERS REGULATORS WASREB/WSP HIGH LEVEL STAKEHOLDERS SERVICE/UTILITY PROVIDERS
DELIVERABLES: 42
WELL DEVELOPED GUI • •
TRAINING MATERIAL
DEVELOPED STRAIGHT FROM • INFO GATHERING PHASE. • FINE TUNED DURING ALPHA AND BETA PHASE
TECHNICAL DOCUMENTATION END-USER DOCUMENTATIONS.
TRAINED, PROFICIENT USERS, REGULATORS AND STAKEHOLDERS
DOCUMENTATION
DEVELOPMENT OF TECHNICAL SPECIFICATION INCORPORATED WITH THE ALPHA PHASE
5. IMPLEMENTATION STRATEGY.
MAJI NI HAKI
PROPOSAL FOR A MOBILE-TO-WEB CUSTOMER FEEDBACK SYSTEM
d) BETA Testing & Pilot Phase Beta test is pre-launch tests and this will include rigorous tests and may include select pilot users from selected target groups. This will include the user of a User Acceptance Test plan where users can carry out real-life simulations on the system with an expected outcome/feedback. All response is logged into a centralised database to assist in the debugging process. Once the beta test is completed and all the bugs resolved, the beta solution may be deployed at large to selected pilot sites. e) Training The pilot users at the regulatory and service provision levels must be trained on how to use the system. If the system is well designed especially with respect to the Graphical User Interface and the Human-Computer Interaction aspects, then the learning curve should be relatively low. f) Publicity & Documentation Depending on the scope of the pilot, media campaigns could be run to inform an empower the citizenry about the existence of the platform. The only challenge with this approach is that if the mass media tool used reaches significantly more audiences outside the target pilot site, then the audiences outside the target zones might not be served adequately. Localised marketing strategies may be adopted for the pilot phase (eg: use of vernacular stations) and the larger reach campaigns may be adopted at the full production stage once the pilot is ran successfully. The whole solution must be properly documentation – and specifically the technical documentation must be in order. This is to facilitate smooth transitions and growth (scalability) at a latter point. g) Sustainability Africa’s Talking Ltd will build a sustainable and scalable system which will enhance it’s sustainability. We expect to take care of the sustainability question in the following ways; 1. Sale of the system or licensing to enable it to be used as a feedback system for other utilities or issues for other organizations. The system as built is customizable to make it easy to use to for reporting on other issues such as education and health. 2. Sale of advertising space on the system. We will ensure that it will be possible for interested companies to buy advertising space on the web portal or on the SMSes
43
sent out to clients. For example, WSPs would be interested in reaching clients to inform them about new billing options e.g. via M-PESA. The portal would be a great avenue for them and they would be charged an advertising fee to provide revenues for the system. 3. Data Mining and Analytics: It is expected that very useful information will be generated by the system over time. Sustainability will be enhanced through the sale of or licensing of access to this information to research organizations or companies.
G. PUBLICITY & ROLLOUT NATIONAL MEDIA CAMPAIGNS • • • •
RADIO TV NEWSPRINT OUTDOOR EVENTS
LOVALIZED MARKETING • •
ROADSHOWS VERNACULAR STATIONS
DOCUMENTATION FOR UPGRADE AND SCALABILITY •
EXCELLENT TECHNICAL DOCUMENTATION
INCREASED USE OF THE SYSTEM LOCALLY AND NATIONWIDE
DELIVERABLES:
H. SUSTAINABILITY SALE OF DATA • •
LOCAL RESEARCH GROUPS INTERNATIONAL RESEARCH GROUPS
DELIVERABLES:
44
ADVERTISING •
LOCATION BASED SHORT SMS ADVERTISING
PORTAL SUPPORT SERVICES •
LICENCE RENEWAL
INCREASED REVENUE FOR SELF SUSTAINING SYSTEM.
WATER CUSTOMER PROFILING|
MAJI NI HAKI
MAPPING THE WATER CONSUMER COUNTRYWIDE
PROPOSAL FOR A MOBILE-TO-WEB CUSTOMER FEEDBACK SYSTEM
CRITERION CRITERIA 1: THERE ARE 8 WATER SERVICES BOARDS STRUCTURED AROUND THE OLDS CONSTITUTIONS 8 PROVINCES. CRITERIA 2: EACH WSB IS LOCATED IN A MAJOR TOWN WITHIN THESE 8 PROVINCES CRITERIA 3: WATER CUSTOMERS EASILY ASSOCIATE WITH MAJOR TOWNS IN THE 8 PROVINCES CRITRERIA 4: USING THIS FACT CONSUMERS CAN BE MAPPED TO THE WSP JURISDICTION THEY ARE IN.
TANA WATER SERVICES BOARD TWSB TOWNS NYERI EMBU MERU MATHIRA TETU ABERDARE GATAMATHI MURANGA KIRINYAGA NITHI SIAKAGO SAGANA
NORTHERN WATER SERVICES BOARD NWSB TOWNS GARISSA IJARA ISIOLO LAIKIPIA MANDERA MARSABIT MOYALE SAMBURU WAJIR
ATHI WATER SERVICES BOARD AWSB TOWNS KIAMBU GATUNDU THIKA LIMURU KIKUYU NAIROBI GITHUNGURI RUIRU
COAST WATER SERVICE BOARD CWSB TOWNS MOMBASA MALINDI KWALE KILIFI LAMU TAVETA VOI TANA
45
RIFT VALLEY WATER SERVICES BOARD RVWSB TOWNS BARINGO KEIYO KOIBATEK NAKURU NAROK NYANDARUA TURKANA WEST POKOT
LAKE VICTORIA NORTH WATER SERVICES BOARD LVNWSB TOWNS
46
WEBUYE ELDORET MUMIAS VIHIGA KAPSABET KAPSOKWONY KAPSOWAR CHWELE KITALE FUNYULA NAMBACHA BUTERE ILEHO SOI KHWISERO CHEPTAIS
TANATHI WATER SERVICES BOARD TWSB TOWNS KAJIADO MBOONI YATTA KANGUNDO MACHAKOS KIBWEZI MWINGI LOITOKTOK KITUI MAKUENI KYUSO NZAUI
LAKE VICTORIA SOUTH WATER SERVICES BOARD LVSWSB TOWNS KISUMU NANDI KERICHO SOTIK SIAYA HOMABAY MIGORI KISII
MAJI NI HAKI
MAJI NI HAKI: TECHNICAL SPECIFICATIONS NO. 01
PROPOSAL FOR A MOBILE-TO-WEB CUSTOMER FEEDBACK SYSTEM
WEB PORTAL TECHNICAL SPECIFICATIONS
47
TECHNOLOGY::
WEBSITE
SYSTEM ARCHITECTURE | INFRASTRUCTURE ZEND FRAMEWORK eZ COMPONENTS JQUERY PHP MYSQL LAMP ESRI MAPPING GIS
ARCHITECTURE WEB/SMS/USSD • •
SOFTWARE MODULES WORKFLOW MODELING & TASK MANAGEMENT • ACCESS & SECURITY CONTROLS • GEOGRAPHICAL INFORMATION MAPPING • REPORTS MODULE (V) SMS & EMAIL BROADCASTS MODULES • DATA CAPTURE TOOLS – SPECIFICS 1. PROVIDE THREE TIER ARCHITECTURE – CLIENT, APPLICATION SERVER/WEB SERVER, BACKUP & DISASTER RECOVERY SERVER. 2. SECURITY, SCALABILITY AND FLEXIBILITY
DEDICATED SERVER (SMS & HTTP)
SMS BUNDLES DEDICATED SERVER SPACE BANDWIDTH
TECHNOLOGY EMPLOYED • • • • • • •
DEVELOPERS NEEDED : 4
48
| NON STAFF COSTS
PHP ZEND FRAMEWORK - MIT LICENCE eZ COMPONENTS (CHART LIBRARY) JQUERY SMSC LINK ESRI MAPPING LAMP STACK CENTOS 5.0+
| TRAINING FAQ
TIMELINE 3 MONTHS DIVIDED INTO 2 WEEK SLOTS. BETWEEN EACH TWO WEEK SLOT IS STAKEHOLDER FEEDBACK AND REVIEWS
|
TIMELINES 3 MONTHS DIVIDED INTO 2 WEEK SLOTS. BETWEEN EACH TWO WEEK SLOT IS STAKEHOLDER FEEDBACK AND REVIEWS
MAJI NI HAKI
MAJI NI HAKI: TECHNICAL SPECIFICATIONS NO. 02
PROPOSAL FOR A MOBILE-TO-WEB CUSTOMER FEEDBACK SYSTEM
MOBILE WEB TECHNICAL SPECIFICATIONS
49
TECHNOLOGY::
MOBILE WEB
SYSTEM ARCHITECTURE | INFRASTRUCTURE ZEND FRAMEWORK eZ COMPONENTS JQUERY PHP MYSQL LAMP
ARCHITECTURE WEB/SMS/USSD • •
SOFTWARE MODULES WORKFLOW MODELING & TASK MANAGEMENT • ACCESS & SECURITY CONTROLS • GEOGRAPHICAL INFORMATION MAPPING • REPORTS MODULE (V) SMS & EMAIL BROADCASTS MODULES • DATA CAPTURE TOOLS – SPECIFICS 1. PROVIDE THREE TIER ARCHITECTURE – CLIENT, APPLICATION SERVER/WEB SERVER, BACKUP & DISASTER RECOVERY SERVER. 2. SECURITY, SCALABILITY AND FLEXIBILITY
DEDICATED SERVER (SMS & HTTP)
SMS BUNDLES DEDICATED SERVER SPACE BANDWIDTH
TECHNOLOGY EMPLOYED • • • • • • •
DEVELOPERS NEEDED : 4
50
| NON STAFF COSTS
PHP ZEND FRAMEWORK - MIT LICENCE eZ COMPONENTS (CHART LIBRARY) JQUERY SMSC LINK ESRI MAPPING LAMP STACK CENTOS 5.0+
| TRAINING HELP LINK
TIMELINE 3 MONTHS DIVIDED INTO 2 WEEK SLOTS. BETWEEN EACH TWO WEEK SLOT IS STAKEHOLDER FEEDBACK AND REVIEWS
|
TIMELINES 3 MONTHS DIVIDED INTO 2 WEEK SLOTS. BETWEEN EACH TWO WEEK SLOT IS STAKEHOLDER FEEDBACK AND REVIEWS
MAJI NI HAKI
MAJI NI HAKI: TECHNICAL SPECIFICATIONS NO. 03/04
PROPOSAL FOR A MOBILE-TO-WEB CUSTOMER FEEDBACK SYSTEM
SMS & USSD TECHNICAL SPECIFICATIONS
51
TECHNOLOGY::
SMS
USSD
INTERGRATED
SYSTEM ARCHITECTURE | INFRASTRUCTURE ZEND FRAMEWORK eZ COMPONENTS JQUERY PHP MYSQL LAMP SMSC SMPP LINK
ARCHITECTURE WEB/SMS/USSD • •
SOFTWARE MODULES WORKFLOW MODELING & TASK MANAGEMENT • ACCESS & SECURITY CONTROLS • GEOGRAPHICAL INFORMATION MAPPING • REPORTS MODULE (V) SMS & EMAIL BROADCASTS MODULES • DATA CAPTURE TOOLS – SPECIFICS 1. PROVIDE THREE TIER ARCHITECTURE – CLIENT, APPLICATION SERVER/WEB SERVER, BACKUP & DISASTER RECOVERY SERVER. 2. SECURITY, SCALABILITY AND FLEXIBILITY
DEDICATED SERVER (SMS & HTTP)
SMS BUNDLES DEDICATED SERVER SPACE BANDWIDTH
TECHNOLOGY EMPLOYED • • • • • • •
DEVELOPERS NEEDED : 4
52
| NON STAFF COSTS
PHP ZEND FRAMEWORK - MIT LICENCE eZ COMPONENTS (CHART LIBRARY) JQUERY SMSC LINK ESRI MAPPING LAMP STACK CENTOS 5.0+
| TRAINING
|
AUTOMATED SMS INSTRUCTIONS FOR ALL USERS.
TIMELINE 3 MONTHS DIVIDED INTO 2 WEEK SLOTS. BETWEEN EACH TWO WEEK SLOT IS STAKEHOLDER FEEDBACK AND REVIEWS
TIMELINES 3 MONTHS DIVIDED INTO 2 WEEK SLOTS. BETWEEN EACH TWO WEEK SLOT IS STAKEHOLDER FEEDBACK AND REVIEWS
MAJI NI HAKI
MAJI NI HAKI: TECHNICAL SPECIFICATIONS NO. 06
PROPOSAL FOR A MOBILE-TO-WEB CUSTOMER FEEDBACK SYSTEM
DOC, WORKFLOW, AND OTHER TECHNICAL SPECIFICATIONS
53
6. A MOBILE-TO-WEB CUSTOMER FEEDBACK SYSTEM | TECHNICAL & SOFTWARE SPECIFICATIONS 6.1 SYSTEM SOFTWARE & MANAGEMENT UTILITIES ARCHITECTURE WEB/SMS/USSD • •
SOFTWARE MODULES WORKFLOW MODELING & TASK MANAGEMENT • ACCESS & SECURITY CONTROLS • GEOGRAPHICAL INFORMATION MAPPING • REPORTS MODULE (V) SMS & EMAIL BROADCASTS MODULES • DATA CAPTURE TOOLS – SPECIFICS 1. PROVIDE THREE TIER ARCHITECTURE – CLIENT, APPLICATION SERVER/WEB SERVER, BACKUP & DISASTER RECOVERY SERVER. 2. SECURITY, SCALABILITY AND FLEXIBILITY
TECHNOLOGY EMPLOYED •
TIMELINE
PHP ZEND FRAMEWORK - MIT LICENCE eZ COMPONENTS (CHART LIBRARY) JQUERY SMSC LINK ESRI MAPPING LAMP STACK CENTOS 5.0+
• • • • • •
3 MONTHS DIVIDED INTO 2 WEEK SLOTS. BETWEEN EACH TWO WEEK SLOT IS STAKEHOLDER FEEDBACK AND REVIEWS
DEVELOPERS NEEDED : 4 SERVER
TECHNOLOGY EMPLOYED
LOCAL/CLOUD • •
• WINDOWS OS ENTRY LEVEL OR MID RANGE SERV- • • ERS SUCH AS EMC, HP AND IBM
LOCAL DEDICATED SERVER O.S CENTOS 5.0+ MYSQL COMMERCIAL LICENCE
SYSTEM PERFORMANCE AND AVAILABILITY MINIMUM • •
3 MONTHS DIVIDED INTO 2 WEEK SLOTS. BETWEEN EACH TWO WEEK SLOT IS STAKEHOLDER FEEDBACK AND REVIEWS
TECHNOLOGY EMPLOYED •
99.5% UPTIME REAL TIME PROCESSING POWER.
DEVELOPERS NEEDED : 4 54
TIMELINE
VALIDATED SERVICE LEVEL AGREEMENTS FROM MSP, ISP & DATA CENTERS
•
TIMELINE 2 WEEKS
6.2 NETWORKING AND COMMUNICATION SOFTWARE NETWORK PROTOCOL TECHNOLOGY EMPLOYED BANDWIDTH • • •
•
LARGE BANDWIDTH OPEN TO SLOW ACCESSMETHODS • 64KBPS SUPPORT ACCESS VIA GSM, GPRS, LEASED LINE, BROADBAND, 3G ETC.
APPLICATION SERVER WITH +2MBPS UP/DOWN LINK SMS/HTTP SERVERS ON +2MBPS OR UNLIMITED UP/DOWN LINKS
MAJI NI HAKI
TIMELINE •
PROPOSAL FOR A MOBILE-TO-WEB CUSTOMER FEEDBACK SYSTEM
2WEEKS
DEVELOPERS NEEDED :4 REMOTE ACCESS
TECHNOLOGY EMPLOYED
LOGIN •
•
SUPPORT ACCESS VIA GSM, GPRS, LEASED LINE, BROADBAND, 3G ETC. •
APPLICATION SERVER WITH +2MBPS UP/DOWN LINK SMS/HTTP SERVERS ON +2MBPS OR UNLIMITED UP/DOWN LINKS
TIMELINE •
2 WEEKS
DEVELOPERS NEEDED :4 WEB BROWSER COMPATIBILITY MINIMUM • • • •
INTERNET EXPLORER FIREFOX CHROME SAFARI.
TECHNOLOGY EMPLOYED • • •
XHTML CSS3+ JQUERY
•
TIMELINE N/A
DEVELOPERS NEEDED :4 6.3 GENERAL-PURPOSE SOFTWARE LANGUAGES MODERN, EASY TO MAINTAIN • • • • •
TECHNOLOGY EMPLOYED •
OPEN DATA FORMATS - XML
TIMELINE •
PLUG AND PLAY MODULES.
EASE OF SUPPORT CUSTOMIZEABLE REPORT WRITING COMPATIBLE WITH OFF-THE-SHELF REPORT WRITING SOFTWARECRYSTAL REPORTS ADVANCED PARAMETIZATION SCALABLE
DEVELOPERS NEEDED :4 55
DATA IMPORTING & EXPORTING
TECHNOLOGY EMPLOYED
DATA • • •
• •
SCHEDULE DATA IMPORTS SCHEDULE DATA EXPORTS DEFINE CRITERIA IMPORT/EXPORT I.E. TIME OF DAY, DAY OF THE WEEK
OPEN DATA FORMATS - XML DOCUMENT FORMATS - CSV, PDF, XLS
•
TIMELINE N/A
DEVELOPERS NEEDED : 4 6.4. DATABASE SOFTWARE & DEVELOPMENT TOOLS DB UPDATES
TECHNOLOGY EMPLOYED •
REALTIME • •
TRANSACTION UPDATES DISASTOR RECOVERY REPLICATION AND BACKUP
MYSQL COMMERCIAL EDITION WITH INNODB SUPPORT.
TIMELINE •
PLUG AND PLAY MODULE
DEVELOPERS NEEDED : 4 6.5 SYSTEM MANAGEMENT, ADMIN & SECURITY SPECIFICATIONS USER ID/PASSWORDS TECHNOLOGY EMPLOYED ACCOUNTS • • • • • • • • •
WASREB UNIQUE INTERNAL USER ACCESS ACCOUNTS STRONG PASSWORDS: MIX OF ALPHANUMERIC & SPECIAL CHARACTERS MINIMUM PASSWORD LENGTH FREQUENCY OF CHANGING PASSWORDS PROHIBIT RE-USING FORMER PASSWORDS PROHIBIT EASILY GUESSABLE PASSWORDS LOCK USER IDS AUTOMATICALLY FOR INCORRECT PASSWORDS STORE USER IDS AND PASSWORDS WITH STRONG ENCRYPTION. TIMEOUT USERS AFTER A PREDEFINED PERIOD OF INACTIVITY
• • • • •
DEVELOPERS NEEDED : 4 56
TOOLS TO ENHANCE POLICIES. SSH SHA1 ENCRYPTION ZEND AUTH ZEND ACL
TIMELINE •
PLUG AND PLAY MODULE
SECURITY ARCHITECTURE
TECHNOLOGY EMPLOYED
USER ACCESS 1. 2. 3. 4. 5. • • • • 6. • • 7. 8.
MAJI NI HAKI TIMELINE
• • HAVE ROLE BASED USER ACCESS USER RIGHTS ARE DETERMINED BY • THEIR ROLE IN THE SYSTEM LIMIT USER ACCESS RIGHTS TO CERTAIN ACTIVITIES WITHIN A TRANSACTION OR SCREEN DEFINE AT LEAST 3 LEVELS OF APPROVAL FOR DATA CAPTURED IN THE SYSTEM RESTRICT USER ACCESS, DEPENDING ON USER LOGIN, TO CERTAIN: MODULES/FUNCTIONS SCREENS DATA TABLES FIELDS RESTRICT USER ACCESS TO SPECIFIC DATA ITEMS TO: READ ONLY READ AND WRITE. LIMIT USER ACCESS RIGHTS TO ONLY CERTAIN DATA TABLES IN THE UNDERLYING DATABASE. MODIFY EXISTING USER ACCOUNTS
MYSQL ACCOUNT CONTROL ZEND AUTH ZEND ACL
•
PROPOSAL FOR A MOBILE-TO-WEB CUSTOMER FEEDBACK SYSTEM
PLUG AND PLAY MODULE
DEVELOPERS NEEDED : 4 SECURITY ADMIN USER INTERFACE GUI INTERFACE •
USER SECURITY MANAGEMENT
TECHNOLOGY EMPLOYED • • •
MYSQL ACCOUNT CONTROL ZEND AUTH ZEND ACL
•
TIMELINE PLUG AND PLAY MODULE
DEVELOPERS NEEDED : 4 SECURITY CHANGE MANAGEMENT AUDIT TRAILS • •
CREATION AND AMMENDING OF USER PROFILES LIMITED. LOG IN ALL CHANGES T PROFILES/ SECURITY SETTINGS
TECHNOLOGY EMPLOYED • • • •
TRANSACTION CONTROL MYSQL WITH INNODB DB LEVEL TRANSACTIONS APPLICATION LOG
•
TIMELINE PLUG AND PLAY MODULE
DEVELOPERS NEEDED : 4 57
USER GROUPS GROUP USERS • • • •
TECHNOLOGY EMPLOYED • •
DIFFERENT USER GROUPS EASE OF SECURITY ADMINISTRATION EASE OF REPORTING GROUP USERS INTO DATA CAPTURE, SUPERVISORS, ADMINISTRATORS, ETC.
POLICY FORMULATIONS ZEND ACL
•
TIMELINE PLUG AND PLAY MODULE
DEVELOPERS NEEDED : 4 MONITORING AND AUDIT TRAILS MONITORING TOOLS •
• • • •
EVENT REPORTS ON EXPIRED PASSWORDS, SUCCESSFUL AND FAILED ACCESS ATTEMPTS, SUSPICIOUS ACTIVITY, ETC. RECORD THE USER ID, DATE AND TIME THAT A DATA RECORD WAS LAST CHANGED. DEFINE WHAT DATA ITEMS CHANGES SHOULD BE LOGGED TO MAINTAIN FLEXIBLE ACTIVITY TRACKING AND REPORTING CUSTOMIZE AUDIT TRAIL REPORTS
TECHNOLOGY EMPLOYED • •
POLICY FORMULATIONS ZEND LOG
•
TIMELINE PLUG AND PLAY MODULE
DEVELOPERS NEEDED : 4 DATA INTEGRITY MULTI USER ACCESS INTEGRITY • • • • •
LOCK RECORDS WHILE THEY ARE BEING UPDATED: USER LOCKOUT OR DATA LOCKING. DEFINE OPTIONAL/REQUIRED FIELDS ON A DATA ENTRY SCREEN BEFORE FURTHER PROCESSING VALIDATE ENTERED DATA AGAINST PRE-DEFINED CRITERIA, DEFINE PICK LISTS OF AVAILABLE OPTIONS TO POPULATE FIELDS IN A TRANSACTION. AUTOMATICALLY ASSIGN SEQUENTIAL NUMBERS TO TRANSACTIONS.
DEVELOPERS NEEDED : 4 58
TECHNOLOGY EMPLOYED • • •
ZEND VALIDATE JQUERY + HTML MYSQL WITH INNODB
•
TIMELINE PLUG AND PLAY MODULE
BACKUPS AND RECOVERY
TECHNOLOGY EMPLOYED
DAILY/WEEKLY BACKUP
• • • •
•
AUTOMATE DAILY AND WEEKLY BACK-UPS • SUPPORT THE FOLLOWING LEVEL OF BACK-UPS: 1. SYSTEM/OPERATING SYSTEM LEVEL BACK-UPS 2. HOT SITES - REAL TIME ONLINE BACK-UPS 3. DATABASE LEVEL BACK-UPS
CRON/SYSTEM LEVEL MYSQL BACKUPS LOGGING/TRANSACTION SUPPORT RAID MIRRORING
•
TIMELINE MAJI NI HAKI
PROPOSAL FOR A MOBILE-TO-WEB CUSTOMER FEEDBACK SYSTEM
DAILY, WEEKLY, MONTHLY
DEVELOPERS NEEDED : 4 SYSTEM ADMIN USER INTERFACE ADMIN GUI •
TECHNOLOGY EMPLOYED •
SAFEGUARD PRODUCTION ENV.
• •
PLUG AND PLAY MODULES
PREVENT DIRECT SYSTEM CHANGES TO THE PRODUCTION ENVIRONMENT REPORTING TOOLS TO LOG ANY CHANGES TO SYSTEM CONFIGURATION SETTINGS, REPORTING TOOLS TO LOG INSTALLATION OF PATCHES AND CHANGES TO SYSTEM FILES.
TECHNOLOGY EMPLOYED • • • •
PERFORMANCE MONITORING SYSTEM MONITORING • •
•
USER FRIENDLY
SYSTEM CHANGE MANAGEMENT •
PHPMYADMIN
TIMELINE
SYSTEM RESPONSE TIME SYSTEM USAGE
O/S LEVEL PATCHING SOFTWARE PACKAGE UPDATES POLICY/TRUST IMPLICATION LOGGING OF TRANSACTION
•
TIMELINE N/A
TECHNOLOGY EMPLOYED • • •
SLA PROFILING NETLAGS APPLICATION PROFILING/UNIT TESTING
•
TIMELINE N/A
DEVELOPERS NEEDED : 59
6.6 SERVICE SPECIFICATIONS SYSTEM TECHNOLOGY EMPLOYED INTERGRATION SUBSYSTEMS
1. INTEGRATE WITH EXISTENT SYSTEMS -WARIS, NAIROBI WATER BILLING SYSTEM, ETC 2. INTEGRATE WITH WASREB’S REGULATORY PERFORMANCE SUBSYSTEMS AND MODULES 3. INTEGRATE WITH WASREB’S PERFORMANCE SUB-SYSTEMS AND MODULES 4. INTEGRATE WITH WASREB’S INVENTORY SUB-SYSTEMS AND MODULES 5. PROVIDE AN ONLINE REAL TIME INTERFACE WITH EXTERNAL SYSTEMS TO ERADICATE ANY DATA CAPTURE
• • •
WEB BASED. DATA EXCHANGE FORNATS; XML, RSS/ATOM, JSON, API
TIMELINE 3 MONTHS DIVIDED INTO 2 WEEK SLOTS. BETWEEN EACH TWO WEEK SLOT IS STAKEHOLDER FEEDBACK AND REVIEWS
DEVELOPERS NEEDED : 4 WASREB SYSTEM INTERGRATION SUBSYSTEMS
1. INTEGRATE WITH EXISTENT INTEGRATION OF ALL SUB-SYSTEMS AND MODULES REQUIRED FOR: • THE ONLINE SUBMISSION, • RISK ANALYSIS AND SCHEME MANAGEMENT, • WORKFLOW AND DOCUMENT MANAGEMENT FUNCTIONAL REQUIREMENTS. 2. PROVIDE AN ONLINE REAL TIME INTERFACE WITH COMMERCIAL OFF THE SHELF MID TIER ERPS AND BILLING SYSTEMS: • TO FACILITATE COMPLAINTS HANDLING, • FOR CORRESPONDENCES, • FOR PENALTIES AND SERVICE LEVEL AGREEMENTS CAPTURED IN THE WASREB ELECTRONIC MONITORING AND FEEDBACK SYSTEM AND ACCOUNTED FOR IN THE CENTRAL PORTAL.
60
DEVELOPERS NEEDED :
TECHNOLOGY EMPLOYED • • •
WEB BASED. DATA EXCHANGE FORNATS; XML, RSS/ATOM, JSON, API
TIMELINE 3 MONTHS DIVIDED INTO 2 WEEK SLOTS. BETWEEN EACH TWO WEEK SLOT IS STAKEHOLDER FEEDBACK AND REVIEWS
TRAINING & TRAINING MATERIAL
TECHNOLOGY EMPLOYED
ONSITE 1. • • • • • 2. • • • 3. • • 4.
5.
• • COMPLETED SYSTEM, TECHNICAL, HANDS-ON TRAINING FOR APPLICA- • • TION SUPPORT STAFF COVERING: • TECHNICAL SUPPORT SYSTEM MAINTENANCE SECURITY ADMINISTRATION DEVELOPMENT TOOLS REPORT WRITER TOOLS. COMPLETED SYSTEM, TECHNICAL, HANDS-ON TRAINING FOR DAY-TODAY SYSTEM USERS COVERING: APPLICATION USAGE REQUIRED BUSINESS PROCESSES REPORT WRITER TOOLS. COMPLETED SYSTEM, TECHNICAL, HANDS-ON TRAINING FOR WASREB SENIOR MANAGEMENT ON : ACCESSING KEY REPORTS QUERYING OF TRANSACTIONS AND STANDING DATA. CUSTOMIZED TRAINING MANUALS FOR WASREB END-USERS, SENIOR MANAGEMENT,EXECUTIVE TRAINING AND OTHER KEY STAKEHOLDERS INLINE WITH WASREB’S UNIQUE PROCESSES. CUSTOMIZED TRAINING MANUALS FOR WASREB TECHNICAL STAFF INLINE WITH WASREB’S UNIQUE ENVIRONMENT
KNOWLEDGE TRANSFER WASREB STAFF
1. COACHING AND GUIDANCE TO THE WASREB STAFF DURING SYSTEM IMPLEMENTATION ACTIVITIES: • DATA CLEANSING • DATA MIGRATION • USER ACCEPTANCE TESTING • PROCEDURES FOR CUTOVER TO THE NEW SYSTEMS
DEVELOPERS NEEDED :
PUBLISHING TOOLS COMPUTER HARDWARE SOFTWARE FAQ ONLINE HELP
TECHNOLOGY EMPLOYED • • •
TECHNICAL DOCUMENTATIONS FAQS ONLINE HELP
TIMELINE MAJI NI HAKI
PROPOSAL FOR A MOBILE-TO-WEB CUSTOMER FEEDBACK SYSTEM
3 MONTHS DIVIDED INTO 2 WEEK SLOTS. BETWEEN EACH TWO WEEK SLOT IS STAKEHOLDER FEEDBACK AND REVIEWS
TIMELINE 3 MONTHS DIVIDED INTO 2 WEEK SLOTS. BETWEEN EACH TWO WEEK SLOT IS STAKEHOLDER FEEDBACK AND REVIEWS
61
TECHNICAL SUPPORT ONSITE SUPPORT •
•
• • • •
•
ONSITE SUPPORT DURING NORMAL WORKING HOURS (8AM TO 5PM) DURING DEVELOPMENT AND AFTER GO LIVE. WASREB USER GROUP ACCESS TO THE SYSTEM WITH CUSTOMIZATION INFORMATION FOR WASREB FOR CUSTOMISE THE SYSTEM PROVIDE FIRST LEVEL SUPPORT TO WASREB INTERNALLY. PROVIDE A 24 HOUR CALL CENTRE TO LOG HELP DESK CALLS. GUARANTEE A RESPONSE TIME OF 24HRS FOR HIGH PRIORITY ITEMS RAISED BY WASREB. PROVIDE SYSTEM UPGRADES AND PATCHES ON A REGULAR BASIS WHICH CAN BE DEPLOYED DIRECTLY BY WASREB. ABILITY TO CARRY OUT FURTHER SYSTEM CUSTOMISATIONS TO MEET ANY NEW WASREB REQUIREMENTS.
TECHNOLOGY EMPLOYED • • • •
DATA CONVERSION AND MIGRATION TECHNICAL SUPPORT • • • • •
IDENTIFYING DATA REQUIREMENTS OF THE NEW SYSTEM AND THE SOURCE OF SUCH DATA DATA CLEANSING ENTERING DATA TO THE NEW SYSTEM RECONCILIATION OF DATA IN THE NEW SYSTEM TO DATA IN MANUAL SYSTEMS SIGN-OFF MIGRATED DATA
DEVELOPERS NEEDED : 62
AVAILABLE STAFF IMPLEMENTING SERVICE LEVEL AGREEMENTS TECHNICAL DOCUMENTATION ALLOWING USER CONFIGURATION/ CUSTOMIZATION.
•
TECHNOLOGY EMPLOYED • •
DATA ENTRY OPTICAL CHARACTER RECOGNITION
•
TIMELINE N/A
TIMELINE USER DEPENDENT
MAJI NI HAKI
WASREB DATA CONVERSION AND MIGRATION TECHNICAL SUPPORT
1. FROM THE MANUAL PILOT SYSTEM:. • MIGRATE SCHEME RECORDS • MIGRATE RELATED SCANNED AND INDEXED DOCUMENTS . 2. THE STRUCTURE FORMAT OF SCANNED DATA IS AS FOLLOWS: • PDF, • RTF • TIFF
TECHNOLOGY EMPLOYED
• •
DATA ENTRY OPTICAL CHARACTER RECOGNITION
•
6.7 DOCUMENTATION REQUIREMENTS END USER TECHNOLOGY EMPLOYED DOCUMENTATION QUICK REFERENCE
•
FAQS AND ONLINE HELLINES
•
TIMELINE
PROPOSAL FOR A MOBILE-TO-WEB CUSTOMER FEEDBACK SYSTEM
USER DEPENDENT
TIMELINE USER DEPENDENT
1. QUICK REFERENCE MODULE FOR DAY-TO-DAY USE BY END USERS 2. CONTEXT SPECIFIC ON-LINE HELP RELATED TO THEIR CURRENT LOCATION IN THE APPLICATION
63
TECHNICAL DOCUMENTS APPLICATION SOFTWARE
1. SYSTEM DOCUMENTATION SYSTEM STRUCTURE SCHEMA, INTERFACE SPECIFICATIONS, DATA/OBJECT/APPLICATION DESCRIPTIONS 2. OPERATION / ADMINISTRATION - INSTALLATION AND CONFIGURATION MANUALS, OPERATOR MANUALS, SYSTEM / DATABASE / PERFORMANCE / SECURITY ADMINISTRATION MANUALS, RESTART AND RECOVERY MANUAL, BACKUP AND RESTORATION MANUAL, ARCHIVING MANUAL 3. DATA DICTIONARY AND DATABASE DESIGN DOCUMENTATION TO FACILITATE PREPARATION OF ADHOC REPORTS 4. SOFTWARE DEVELOPMENT DOCUMENTATION - TOOLKIT MANUALS, API MANUALS 5. NEW VERSION RELEASE NOTES 6. FIX AND PATCH NOTES
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TECHNOLOGY EMPLOYED • •
TECHNICAL DOCUMENTATION PHP DOCS
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TIMELINE USER DEPENDENT
MAJI NI HAKI
MAJI NI HAKI:
PROPOSAL FOR A MOBILE-TO-WEB CUSTOMER FEEDBACK SYSTEM
SYSTEM INVENTORY TABLE (SUPPLY AND INSTALLATION COST ITEMS)
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8. SYSTEM INVENTORY TABLE (SUPPLY AND INSTALLATION COST ITEMS COMPONENT RELEVANT TECHNICAL ADDITIONAL SITE SPECIFICATIONS NO. INFORMATION WEB PORTAL CONSISTING OF THE FOLLOWING INTEGRATED MODULES: 1. ELECTRONIC FILING PORTAL – SECURE WEB PORTAL THROUGH WHICH CONSUMERS, SERVICE PROVIDERS, SERVICE BOARDS AND THE REGULATOR SUBMITS AND REVIEWS DATA ELECTRONICALLY. 2. SMS BUNDLES 3. BUILDING THE USSD PORTAL 4. DOCUMENT AND WORKFLOW MANAGEMENT SYSTEM - TO SUPPORT THE DOCUMENT MANAGEMENT AND WORKFLOW NEEDS ASSOCIATED WITH WASREB’S PROCESSES E.G. IN REMOTE AREAS WHERE THERE’S NO ELECTRICITY OR COMPUTERS.
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TECHNICAL SPECIFICATION 01
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TECHNICAL SPECIFICATION 02
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TECHNICAL SPECIFICATION 03/04
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TECHNICAL SPECIFICATION 06
N/A