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What is the significance of ICTs to legislators?. Rohan Samarajiva Yangon, 26 July 2014. This work was carried out with the aid of a grant from the International Development Research Centre, Canada and the Department for International Development UK.. . Something seemingly simple.

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What is the significance of icts to legislators

What is the significance of ICTs to legislators?

Rohan Samarajiva

Yangon, 26 July 2014

This work was carried out with the aid of a grant from the International Development Research Centre, Canada and the Department for International Development UK..



Gates foundation 2011 innovation awardee bangladesh s dr asm amjad hossain
Gates Foundation 2011 Innovation Awardee: Bangladesh’s DrAsmAmjadHossain

  • Raised immunization rates in 2 districts from 67% and 60% in 2009 to 85% and 79% in 2010

  • How did he do it?

    • Registered pregnant women (date of delivery, location, and phone number) so vaccinators knew when children were born, where they were, and could contact their mothers

    • Established annual schedules for vaccinations

    • Had vaccinators put phone numbers on immunization cards, so parents with young children could get in touch with a health worker


Necessary condition 10 80 in 5 years
Necessary condition: 10  80 in 5 years

  • 10 80 mobile SIMs/100 people in Myanmar is government’s stated objective

    • Laws have been approved

    • Rules formulated

    • Licenses issued

    • Investments in USD billions have commenced

  • It will not be long before those working in the field in Myanmar will be able to assume electronic connectivity in most households, like Dr Hossain




Software business process management
Software & business process management

  • White collar employment that is attractive to young people entering job market

  • Exporting services is better than exporting people

  • High net value addition, compared to, say, garment exports


Necessary conditions
Necessary conditions

  • International connectivity supplied by multiple operators over multiple media

  • Services office locations that are close to airport and to concentrations of potential employees


Sufficient conditions
Sufficient conditions

  • Markets must be found

    • Myanmar is latecomer (Sri Lanka entered in 2003-04)

    • Best would be to identify a niche, e.g., services in Japanese, and not rely solely on low cost (Sri Lanka’s niche was accountancy and financial services)

  • Good supply of educated employees



E government delivering services to the people
E government: Delivering services to the people

Voice is part of the answer:

Government call center


What is the significance of icts to legislators

Govt entity 1

Govt entity 2

Govt entity n

Web Interface 1

Web Interface 2

Web Interface n

CALL CENTER

Citizens | Industry | IGOs | Diaspora | CSOs

Not web OR voice, but web AND voice; supplemented by common access centers for specialized functions & special groups

Even in smartphone

rich New York City,

50,000 calls are made

every day.


New york city 311 call center
New York City 311 Call Center

  • USD 46 million a year to operate

    (because of high NYC salaries)

  • 306 full-time operators, handling

    an average of 90 calls per shift

  • More than 50,000 calls a day on

    average

  • 3600 pieces of information

    retrieved from database

  • Preparing the database is the

    Most important activity; part of

    reengineering government

  • “No door is wrong” except for 911

    (but even here calls will be redirected)



Big data from call centers web inquiries can help improve services
Big data from call centers (& web inquiries) can help improve services

  • Can serve as diagnostics to identify geographical areas with problems and also particular services

  • Can drive resource allocations

  • Can also provide geo-spatial clues to identify problems and solutions