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Strengthening Citizen Feedback in the Kenyan Urban Water Sector. Rosemary Rop , Maximilian Hirn , Anthony Nyaga The Water and Sanitation Program. Possible in Kenya due to very high mobile phone usage!. The Gap.

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strengthening citizen feedback in the kenyan urban water sector

Strengthening Citizen Feedback in the Kenyan Urban Water Sector

Rosemary Rop, Maximilian Hirn, Anthony Nyaga

The Water and Sanitation Program

the gap

Possible in Kenya due to very high mobile phone usage!

The Gap

Kenya's 35+ million water consumers lack an efficient way to air their complaints

Mobile-to-web

technology

How to bridge

the gap?

Kenyan Regulator lacks efficient way of keeping track of water utilities’ performance

slide3

The Innovation

A central web portal

orders, tracks and

escalates complaints

Customers submit

feedback to portal with

basic mobile phones

Regulator monitors

feedback & acts on

persistent problems

through portal

Utilities receive and resolve complaints; feedback online; citizen reps (WAGs) monitor process

progress to date
Progress to date

Full backing from regulator,

Water Utilities &

partners in the industry

Local talent

developed

prototype

in Hackathon

competition

Prototype turned into a

full technical proposal

  • Team hired, started working
  • Prototype Ready
  • Pilot in 4 Cities by April 2012
  • Nationwide rollout by 3rd Quarter, FY12

Finance from World Bank

Innovation Fund

potential impact
Potential Impact
  • Improved water access; faster response to bursts, water theft, billing, quality and (re) connection issues
  • Improved supervision of front line staff by management; improved pro-poor orientation for citizens using kiosks
  • Improved regulatory oversight and sector performance
  •  Model for similar sectors and countries