citizen monitoring for waste management services in maputo

Participatory Monitoring Service - Pilot in Maputo

Project Status and Activity Plan

September 2014 -

August 2015

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Purpose

• The purpose of this document is to present the on going activities in Maputo developed in the context of the Participatory Monitoring System for Waste Management Services in Maputo.

• This project is being implemented by the World Bank with funds from DFID.

Urban Context• Maputo, as Mozambique’s capital and largest city,

faces huge challenges from its continuous growth and the increasing demand for quality public services.

• In recent years the urban core has grown significantly in density and, even more rapidly, the migrating population has swelled peri-urban settlements with little basic public infrastructure and services.

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Peri-Urban Area of Maputo• Mainly self-constructed areas;

• High density with organic urban growth;

• Little public infrastructure and services;

• Major socio-economic and environmental implications;

• High risk sites: floods, public health.

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Project Context• The project builds up on previous well-succeeded

collaborations with the Maputo Municipal Council in participatory governance such as the Maputo Participatory Budget.

• A Technological Platform will be implemented together with the Maputo Municipal Council to enhance quality of urban services through the involvement of citizens.

• In a first moment, the Platform will focus on the Waste Management System, specially in peri-urban areas.

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Enhancing quality of public services

• Citizens demand for better public services.

• Maputo Municipal Council has been putting forward a considerable effort during last years to increase coverage of public services in peri-urban areas, with business models adapted to the specificities of the local context.

• Challenges in public service management include lack of information about the quality of public services and its coverage at peri-urban level.

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Participatory Monitoring: Citizens as Sensors

• Citizens and CBOs are motivated to participate in the control of public services provision. Communication between Municipal authorities increases accountability about management of public services.

• ICTs, including cell phones and Internet, offer the capability of collecting, organising and providing detailed real-time information collected from citizens about urban services both to the Municipal authorities and to other citizens.

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Benefits for the Municipal Council

• Enhanced dialogue with citizens, raising awareness of responsibilities in the Waste Management System will increase, lowering complaints against MMC;

• Maputo Municipal Council will be able to control at a better level the operation of the subcontracted companies, obtaining a better overview of the service offer with specific indicators;

• Tool for quick reaction and problem solving;

• Both Maputo Municipal Council and the subcontracted Waste Collection companies will benefit from the information collected by citizens, allowing them to have a better overview of the service operations (which can be measure through specific indicators) and lowering reaction times in case of service fails.

General Characteristics of the Project

• Social component as important as the technological one;

• Stakeholder engagement is considered a key success factor;

• Sense of ownership will be obtained through stakeholder engagement since the first co-creation moments and supported through the usage of prototypes and design thinking techniques;

• Products of the current phase will be:

• First beta version of the ICT Platform;

• Pilot implementation plan including social and technological components, which will be put into action in partnership with identified stakeholders.

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Project History• October 2013:

Identification Mission

• 1st Semester of 2014: Innovation Fund: Service Delivery to the Poor1st Beta Version of the Service Monitoring Platform

• 2nd Semester of 2014 - 1st Semester of 2015Pilot activities in four neighbourhoods in Maputo

Identification Mission October 2013

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October 2013: Identification Mission

• Identification of stakeholders and possible institutional arrangements;

• Identification of existing information source;

• Identification of use cases and usage scenarios for the participatory monitoring platform;

• Design the strategic guidelines for the technological platform.

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Identification mission

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Stakeholders• Maputo Municipal

Council

• Waste Collection Companies

• Waste Collection Micro Companies

• Universities

• NGOs

• Local

• National

• Environmental

• Other projects and international organisations

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Possible Institutional Arrangements

Existing Information SourcesDataset Data Owner Does the

data exist?Is it in digital form?

Is the data public?

How often is it updated?

Location of Waste Collection Points

CMM + Secondary Collection Companies

Yes. Yes. No. No apparent restrictions.

At the moment, it is not updated. Requires ongoing management.

Collected Container Weight CMM Yes Yes No. No apparent restrictions.

Monthly

Real time Location of Collection Vehicles

Secondary Collection Companies

Yes Yes No. Contractual restrictions may apply.

Real time.

Non-collected Containers CMM + Secondary Collection Companies

No - No -

Burning Containers CMM No - No -

Citizen Complaints CMM No - No -

Minutes from Stakeholder Meetings

CMM Yes Yes, but not in a single system.

No After each meeting.

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URBAN AREA

COLLECTION INCONTAINERS

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COLLECTION IN HIGH CAPACITY

CONTAINERS19

PERI-URBAN ZONE

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DOOR TO DOOR COLLECTIONTHROUGH “TCHOVAS”

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DOMESTIC WASTE DUMPED IN HIGH CAPACITY WASTE CONTAINERS

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Identified Use Cases

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THE CHALLENGE OF MUNICIPAL MARKETS

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NEW AGGLOMERATES OF WASTE25

WASTE OUTSIDE CONTAINER

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BLOCKED RAIN DRAINS

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CONTAINER FULLCONTAINER MISSING

NON-COLLECTION OF WASTE

CONTAINER BURNING28

Platform Architecture

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General Characteristics of the Technical Platform

• Accepts requests from a vast variety of sources (voice, SMS, web, cell phone Apps…)

• Not an unique solution, but rather a piece in a bigger puzzle that will fit in the urban ecosystem;

• Development based in Open Source solutions using Open Standards;

• Implemented and maintained by local companies.

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Why Open Source?

• Cost-efficiency;

• High quality software maintained by active communities;

• Free access to source code;

• Usage of Standards to avoid vendor lock-in.

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Innovation Challenge FY14: Service Delivery to the Poor

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Activity Plan2014 Jan Feb Mar Abr May Jun

Preparation and Project Kick-offCo-Design and Specifications

Prototyping

Platform Development

Presentation of Beta Version

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PUBLIC PRESENTATION34

CO-DESIGN SESSIONS35

CHAMANCULO HACKATHON

Technical Platform

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Platform Architecture

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Platform Functionalities• Possibility of reporting issues through:

• Web

• SMS

• Voice calls

• Smartphone applications

• Notification of stakeholders involved in the process to better achieve solutions to problems

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Notification of users

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Platform Functionalities

• Creation of directed inquiries to pre-determined target audiences through SMS for service quality monitoring

• Creation of reports building on the gathered data

• Open Data Platform fully compliant with the Open311 GeoReport V2 API Standard

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Pergunta Answer

Results

Process Manager (CMM or NGO) asks question

to a specific group of users

Users respond to question through SMS

Process Manager can check the survey results on the Platform

Directed Questions

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how it works

Question

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Citizen Reports (Crowdsourcing)how it works

Answer

Results

Citizen detects anomalies in the waste management system of

his neighbourhood

Through SMS, Voice call, Web or Smartphone App, the citizen reports

the issue

The issue is immediately published online. One the problem is solved or

updated, the issue is updated and the citizen is notified.

Detects

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45 DRUPAL BASED SOLUTION

Drupal Distribution for Citizen Reporting: Mark-a-Spot

• Usage of a Drupal distribution specifically created for citizen reporting at a city level

• Developed in Germany and used in several cities around the globe

• Compliant with Open311: capability of integration with other solutions

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Technical Characteristics

• Open source solution

• Active community of developers in Drupal and Mark-a-Spot

• The Platform will work as an Open Data repository

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49 WEB INTERFACE

Web Interface

• HTML5

• Bootstrap - Responsive - automatically adapts to desktop, tablet or smartphone screens.

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52OPEN311 GEOREPORT V2

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COMPATIBLE WITH EXISTING OPEN SOURCE APPLICATIONS

Reports and Data Visualization

• Automatic reports are created and sent to specific stakeholders of the Waste Management System

• Examples:

• Micro-companies will receive monthly reports about their quality of service.

• Municipal Districts will receive monthly reports about the quality of service in their neighbourhoods.

• CMM will have different reports for different levels of hierarchy, spanning from citywide monthly reports for policy makers to daily and weekly reports for the monitoring team.

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Brief History of Project Activities

• Technical Mission 1 - February 2014

• Technical Mission 2 - May 2014

• Technical Mission 3 - June 2014

Technical Mission 1 (February 2014): Community Engagement and Co-Design

• Public presentation of the project

• Co-design of services to be implemented in the platform

• Mapping of existing information

• Implementation of prototypes and testing with key users

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March 2014

• Specification of technical and functional requirements of the platform

• Selection of technological solution

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Activities April - May 2014

• Selection of development team

• Kick-off of the development of the platform

• Establishment of local partnerships

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Technical Mission 2 (May 2014): Development

• Definition of user interfaces

• Validation of notification processes

• Validation of functionalities according to specifications of the platform with key users

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Technical Mission 3 (June 2014): Partnerships and Pilot Planning

• June 10th and 11th: Workshop with local stakeholders to define pilot partnerships and workplan for pilot implementation

• Open Data and Open311 Workshop with local developers

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PILOT PREPARATION WORKSHOP

September 2014 - June 2015 Pilot Testing

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Piloto: PartnershipWorld Bank

Livaningo CMM

UX

Institutional

OrganizationalSocial

Technical

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Pilot DistrictsKaMaxakeniKaMabukwana

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Activity Plan: Social Activities

2014 2015

Set Out Nov Dez Jan Fev Mar Abr Mai Jun

Preparation

Diagnostic

Technical Preparation

Soft launch

Pilot Implementation

Evaluation

Plan Scalability

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Diagnostic

• Neighborhood Social Mapping

• Communication Needs Assessment

• Communication Planning and Design

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Technical Preparation

• Train Local Partners

• Participatory Mapping of SWM in the Neighbourhoods

• Preparation of Communication Supports

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Soft Launch• Launch Workshop with Local Partners

• Full time presence of promoters in bairros for 2 weeks

• Weekly District Meetings - Local Partners, CMM/SWM Operators, ICT Team

• Monthly Project Team Coordination Meetings

• Preliminary balance and recommendations for pilot

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Activity Plan: CMM Activities

2014 2015

Set Out Nov Dez Jan Fev Mar Abr Mai Jun

Preparation of Processes

Training

Soft Launch of established Processes

Pilot Activities

CMM Supervisors Apps

Evaluation

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Preparation of Processes• Mapping of information flow among members of the

CMM Monitoring and Quality Department

• Assignment of responsibilities of interaction with the system

• Creation of quick reference guides to create awareness on how to proceed when a citizen report arrives to the Department

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Activity Plan: Technical Activities

2014 2015

Set Out Nov Dez Jan Fev Mar Abr Mai Jun

Preparation

Initial Setup of the Platform

Training / Tests / Debugging

Launch

User Support

Evaluation

Plan Scalability

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Platform SetupActivity Duration

Deploy service identity (label, slogan and logo) in the online platform 1 week

Setup and integration with SMS max 2 weeks

Setup of notifications 1 week

Upload of community mapping data 1 week

Setup of Surveys according to data from social part 1 week

Online launch 2 days

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CONNECTION WITH LOCAL DEVELOPERS

Activity Plan: App Competition

2014 2015

Set Out Nov Dez Jan Fev

Preparation - Stakeholder activation

Communication Plan

Communication Campaign

App Workshop

Hack at home / Online forum support and weekly meetings

1st Selection

Final Prize

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App Competition: main principles

• Result oriented: only fully working applications can be awarded

• Developers will create a solution for a real need

• During the event, interviews and discussions with client (CMM WMS Supervisors) will be arranged to promote a real client-solution provider interaction between the participants and CMM

• Target audience will be developers with skills to develop an Android application

• The App Workshop will have a strong training component in technical and non-technical skills:

• Technical: Open311 API usage

• Non-Technical: Business Model Canvas, Design Thinking

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Thank you.

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Project ManagerUri Raich uraich@worldbank.org

Project CoordinatorA Louis Helling alhelling@earthlink.net

Technical CoordinatorJean Barroca jbarroca@worldbank.org

Technical PartnerUX http://www.ux.co.mz

Drupal ExpertJoão Figueira jjnf@communities.pt

Social PartnerLivaningo http://livaningo.wordpress.com

Communication and ParticipationOrlando Matendjua matendjua86@yahoo.com.br