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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. 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

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  1. Strengthening Citizen Feedback in the Kenyan Urban Water Sector Rosemary Rop, Maximilian Hirn, Anthony Nyaga The Water and Sanitation Program

  2. 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

  3. 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

  4. 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

  5. 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

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