WASH SMS and Indonesia WATER SMS Pilot. Meena Palaniappan. Pacific Institute ’ s International Water and Communities Initiative - Goals.
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Indonesia WATER SMS Pilot
The communities, water utilities, local governments and NGOs in the cities of Malang and Makassar
Technical System Design
What issues are reported?
What is the format for inputs?
What information is needed?
How do we ensure accurate reports?
What kinds of outputs (dashboards) are produced?
How is data stored?
How is privacy protected?
Social System Design
How do we incentivize reporting?
How can we ensure action is taken on reports made?
How can we support key stakeholders to use the information to create change (development of Standard Procedures for report response for water utility) ?
PDAM service on hold
Maps and data sets are freely accessible online to anyone with concern, interest or need
Person sends SMS to
City, Utility & Verifiers
respond to report and Utility works to repair…
Responses relayed to…
City, Utility & Verifiers send their responses to…
Reports & responses are displayed on website and can be viewed by…
made initial report
Responses sent directly to…
45171: Do you want to submit a report or request?
45171: Do you want to register your phone number with the system to follow up on this request?
45171: Thank you for registering. What do you want to report?
Price paid for waterExample of Interaction
45171: How long have you been without water?
More than 10 days
45171: Where are you located (enter street name, postal code)?
User: Street A, 65122
45171: Thank you for your report.
[Note: Using a postal code to identify location may provide a spatial resolution as low as 1-2 km.]
Total # of SMS Messages: 10Example of Interaction, continued
45171: Reports in the 65122 area for the period from 07-01-11 to 08-01-11:
3 water disruptions - trucks
2 water disruptions - terminal
6 water outages – 0-2 days
3 water outages – 3-5 days
1 water outages – 6-10 daysParticipant Dashboards
Participant-Generated Data Analysis and Visualization
Locally Relevant Alerts and Location of Reported Problems
Metrics Specific to Utilities: unresolved reports, water loss
Utility Level Reports
AdministrationCity Government Dashboard
District Summaries from Multiple Utilities and Water Boards
City Level Reports
Photos throughout by: A. Darsono, Badri, F. Muslih, and M. Hutchings
Meena Palaniappan, Director
International Water and Communities Initiative
For more information: